marketing strategy Archives - Page 4 of 7 by Mark Murnahan

Applebee’s Review Explains Why Companies Should Care About Online Reviews

Do people complain differently online than they do to your face? In most cases, you bet they do! Let’s have a look at why that matters, and how you can turn bad online reviews from a frightening fact of life into a benefit. First, here’s a short and relevant story from real life. It is my online review of Applebee’s Neighborhood Grill & Bar in Topeka, Kansas.

My wife and I worked very hard through the week. I am a web guy, and she is Owner / Chef of Mad Eliza’s Cakes and Confections … working hard is what we do.

After a long work week, we decided that our kitchen at home was closed for the day. Without deciding on a destination, we packed the kids in the car and headed out for dinner. As we drove down what I would describe as “restaurant row” in our town of Topeka, Kansas, we decided to go to Applebee’s. We figured it would be a quick place to eat, with something to suit everybody from ages two to 39. We had not been to an Applebee’s restaurant in a long time, but it didn’t take long to realize why.

Perhaps I would be a lot harsher if I had not waited ten days to write this, but I’ll be generous to say that they did a fine job with the ice water. As for the steak, it was absolutely without a shadow of a doubt the worst piece of meat I ever saw on a plate. It was as if Applebee’s purchasing department found the toughest cow in the pasture, put it on a treadmill for a few months to get rid of any tenderness or flavor, and waited for it to die of old age. Then they took the sick joke even further and sent it to my local Applebee’s, cooked it to a charcoal briquette and put it on my plate!

Note to Applebee’s: When a guy orders a steak “rare enough that a good veterinarian could bring it back to life”, and specifically asks for it cold, that means you don’t cook the damn thing into jerky!

That’s enough about the poor old cow … but how about that “baked” potato? It was cold … the way I asked for the steak. I could barely even cut it with the knife they gave me, and I am not exaggerating.

I hesitate to give an accurate Gordon Ramsay style critique, but mostly because I don’t want to curse that much on my blog … on a Monday. So, I made a video montage of Chef Ramsay to do the cursing at Applebee’s for me.

My wife suggested that I tell them about it, but I said … “I’m not going to be one of those people.” Of course, I followed it up by whipping out my phone, taking a photo, and saying “Nope … I’ll blog about it.” I am always looking for real-life experiences to blog about, so this opened the door to a topic of online reviews, and what could be better than a restaurant to demonstrate?

I don’t enjoy the personal confrontation, and I am not alone in this. Besides, if Applebee’s is running the kitchen that poorly, I can only imagine what kind of people are back there … and what they would do to my food if I told them they had done a bad job. Have you ever seen the movie “Waiting”? Here … watch this video “Why We Use Online Restaurant Review Sites“ to see what I mean.

Online Reviews Demonstrate How Customers Complain After They Leave

It may be easy to imagine that customers will exaggerate a complaint in an online review more than in person. There are surely instances of this, but the frightening reality is that people are often just being more forthright with their feelings of frustration.

It is easier to complain without company representation there trying to defend something that, as a customer in the heat of the moment, may seem indefensible. This holds true for both online and offline communications, but many people have come to expect less defensiveness from companies in online communications. One reason is because the company knows other people are watching, and another far worse reason is because the company is not watching.

Have you ever tried to complain to somebody who just didn’t seem to listen, or who did not give you the response you hoped for when you did complain? If you have ever encountered it, you surely know how aggravating that can feel. It is like an act of passive aggression, and it adds fuel to the fire. That is exactly how online complaints tend go, when companies are not listening. Here is the Wikipedia definition for passive–aggressive behavior:

Passive–aggressive behavior, a personality trait, is passive, sometimes obstructionist resistance to following through with expectations in interpersonal or occupational situations. It is a personality trait marked by a pervasive pattern of negative attitudes and passive, usually disavowed resistance in interpersonal or occupational situations.

It can manifest itself as learned helplessness, procrastination, stubbornness, resentment, sullenness, or deliberate/repeated failure to accomplish requested tasks for which one is (often explicitly) responsible.

Online Reviews Are Not Just for Consumers to Read

I find many instances of companies afraid to acknowledge their online reviews. I have heard people say things as absurd as “we cannot do anything about a negative review anyway” or “what if we respond to a review and people don’t like it?”

Being both a consumer, and a marketing strategist, I hope you can imagine how this makes my hair gray. What about the concern that these are customers who want to be heard, and deserve to be heard? What about the outcome if companies don’t respond … can they really somehow believe that people will like that any better?

Reviews are great for consumers. They may present their review as a compliment, as constructive criticism, or express their anger to a company where others can see it. In each case, they present opportunities for a company to come out better than before.

In some instances, a customer may just feel that their complaint is too petty to deliver in person, or they don’t feel like the outcome will be worth even the least confrontation. Of course, there is also the matter of hunting down and waiting for the right person to best direct the complaint. Have you ever waited for a manager in a store or restaurant, or waited on hold to tell your story? People really hate that, but online, there is no waiting to say your piece, and there are often other consumers there to cheer you on with a rant. This is especially the case if the company is not responding, or responds poorly.

An Upside to Bad Reviews

Even in the event of a dispute or a harsh criticism, there is a great opportunity to improve people’s opinion. Dispute resolution provides many chances to let people see your company in a completely new light. If you handle online reviews well, the opportunity for gain is even greater than offline communication. Then again, so is the loss … so it is important to get this right! Give it some thought before you react. Consider how others may feel. Whatever you do, don’t bury your head in the sand and act like you never saw it. That is pathetic, and that’s will just add fuel to an already destructive fire.

Try to look at it this way: Complaints are a customer’s way of giving you a chance to regain their faith and make them happy. Ignoring them is not the right answer.

I have just one more thing to add, before I leave you to write your comments and share this with others. Here is a closer look at that disgusting steak and potato that Applebee’s served. It does not quite look like the one in their menu.

Steak from Applebee's Neighborhood Grill & Bar, Topeka, Kansas

Addendum:

At the “brilliant” urging of a commenter, Lori Smart, I decided to add a copy of my receipt from this visit to Applebee’s. After all, as she said, “there is no record at the location’s management that you were even a customer there”. Here is that record, complete with the server’s name.

Here is a photo of my three kids across the table from my horrid Applebee’s steak. After seeing that nasty piece of meat, my dear little Madeline had to force a smile through the fear. 😀

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The Biggest Blog Failure Ever

You may be thinking I am going to write about some huge blog scandal that embarrassed a CEO, relieved somebody of their U.S. Senate seat, or made somebody in Hollywood look like a complete loser in some way. Those stories are abundant, and even quite popular, but they bore me. I’ll save that for the day when I crash my head into a speeding train and decide that there is value in luring brainless zombies to read my blog.

For the time being, I still plan to write for you business brainiacs who care more about building a business than the latest juicy gossip or fad-of-the-day.

Today, I want to discuss an even far more punishing type of blog failure that comes with either having a blog without a strategy, or not having a blog at all. First, for anybody muttering some nonsense like “Pffftt … Blogs, schmogs … who needs ’em?” you may be wise to read “10 Really Good Reasons to Blog“. In any case, just hold your seat and pay attention for some eye-opening considerations.

Maybe you think a blog is just for making an online diary or to directly promote something, but take a breath and give me your attention. I want to start by pointing out some different types of blogs and their respective social media strategy.

Types of Blogs and Blog Strategies

There are obviously many different types of blogs, and each has its own strategy. I cannot list them all here, but I want to give you examples. Some of them are just for the purpose of bringing squillions of people to click on something brain-numbingly stupid to waste their time. Other blogs are designed to help brain-numbed people to believe that the Internet will give them “easy money”. We all love these blogs. I say “we all”, but the ridiculous numbers don’t lie. In fact, check this out … I brought some numbers!

Brain-Numbing (but Hilarious) Blogs

These are some very successful blogs, but many people do not even comprehend where the success is. They are ad-supported, and some sell shirts, hats, and other stuff, which is fine, but it takes a lot of visitors to make money this way. I mean a lot! If I had to guess their revenues, I would bet most of these earn their company a lot more money than your company blog. They are spending a lot more on personnel, too, because that is often what it takes when a strategy requires huge traffic numbers.

icanhascheezburger.com: As the home of “lolcats”, the “I Can Has Cheezburger” blog appeals to people’s love of cats, and it brings people back frequently to look for the latest funny stuff cats are doing. It is working like a charm, too. The website is ranked in the top 1,000 websites visited by Internet users in USA and in the top 3,000 in the world, according to alexa.com. The Internet collectively says “we love this stuff!”

failblog.org: “Fail Blog” fascinates readers around the world with the astonishing stupidity of people. General “run-of-the-mill” stupid people doing stupid things is a sure bet to help otherwise productive people to melt brain cells and burn hours. Fail Blog is ranked very similar to icanhascheezburger.com, and is a part of the same extensive network that reports more than 20 million website visitors per month. Cheezburger Network takes about 65 people and a lot of money to manage it well. If you don’t have that kind of manpower, creativity, and dollars, this strategy probably won’t work for you.

peopleofwalmart.com: How could this one possibly fail? “People of Wal Mart” lures people in by the nose and helps them stick it high in the air. Even a brief look at the People of Wal Mart website will show you how much better you are than those horrid looking creatures cruising the aisles of Wal Mart stores. This website is roughly in the top 2,000 most visited websites in USA and in the top 10,000 in the world. Yes, we really love to make fun of people … especially when we can see how clearly “better” we are than them.

It May Be Funny to You ... But Just Keep Laughing, Sucker. I Can Has Money!

Socially Numbing Blogs

People love to read about social media. Although there is no obvious correlation between wasting time reading everything you can about the latest iPhone apps or social media corporate buyouts, these blogs are taking it all the way to the bank! Don’t take this all wrong, they have some reasonably good information sometimes, but between the overt brand bias and repetitive drivel, I feel compelled to announce these with a bit of a snide slant. In any case, they are about as popular as bacon.

mashable.com: This social media giant is astonishing! Mashable is a time-sucking cult favorite of glassy-eyed people hoping to be on top of a social media wave. It commonly ranks in the top 200 most popular websites in the world. Why? Perhaps it is because the whole world wants to become a social media expert by reciting what they read at Mashable. As long as this is the case, it will be wildly popular. If you want to know which technology company is doing what, or which iPhone app is better, it is fine. Click on an advertisement while you are there … they love that!

techcrunch.com: Tech Crunch is kind of like Mashable with a bad toupee. They have a couple reasonably decent writers with good intentions of reporting on technology issues, but let’s be serious … will that make you an expert? I guess it is great if you want to know which online game company was just purchased for a billion dollars, or the new fads in cell phones. Will you really do more business if you read everything Tech Crunch reports? The answer is “probably not”, but if you want to sound impressive to a non-paying audience, you may want to retweet everything you see there, and expand upon it in your own blog. Just don’t plan on getting rich that way.

Socially Engaging Blogs

It is a very popular myth that “engagement” in a community is a key to online success. It has its high points, but it also has some pretty big downsides. Note that I did call it a myth.

Being engaging and engaged can provide amazing benefits, but without an appropriate strategy, engagement still fails miserably from a business standpoint. If you are just engaging an audience because you think it will bring success, think again. You can have a squillion buddies, but if it has no relevance to your business strategy, you can spend a lot of time being unproductive with those buddies. You may not like it, but that is the harsh truth. I can be your friend, and I may even help you to spread the word about those awesome knitting needles you are trying so hard to sell, but I only have so many friends interested in knitting.

I wrote about some engaging bloggers recently, and they provide great examples of reader engagement. These bloggers are hard-workers with a lot of talent, and they can show you some fine points. Here is the list of “9 Bloggers Who Teach the Value of a Strong Blog Community“. These blogs generally don’t need huge numbers of readers, and are often very targeted toward specific topics that attract specific readers. This is commonly a much more readily achievable type of blog strategy for individual bloggers or small companies.

Building relationships and engaging with others is very important in building an online success, but it is still not a magic success potion. Sorry pals … but somebody had to say it.

Commonalities of Failed Blogs

Back to the story line, I want to submit that there is not just one single thing that will make a blog successful. The biggest missing piece I see among unsuccessful blogs is a strategy. Popularity is great, but it takes a lot of work, and usually a lot of money to make a blog popular enough to succeed on traffic volume alone. Carefully curated content geared toward a popular topic is a way to become popular, but that can still fail if there is not a targeted and well-defined expected outcome.

I see it all the time that the first reaction of companies who don’t see great results from their blog is to give up. Instead of making the needed strategic adjustments, they assume it was a bad idea that just doesn’t work.

A truth that most people are slow to accept is that if the blog isn’t paying the bills, it is not the Internet public’s fault … it is their own. In the case of most blogs, and statistically, probably even yours, the results are a bit less than hoped for. So, do you give up, or do you shift gears?

It is easy to see common factors of successful blogs. Some of the blogs I mentioned have a sizable staff that work hard every day, others have a small staff of one. They are diverse, but each of them have some things in common. They each have a strategy, and they each understand that nothing comes from nothing. Doing “nothing” is popular, too, but that is probably not a good strategy for you.

A Competitive Strategy

A strategy that is extremely popular and competitive is to rub a genie’s lamp, keep your fingers crossed, knock on wood, pray like a nun in a whorehouse, and hope that your blog will somehow become a huge success without hard work. That is just dandy, but it is a pretty weak attempt that usually yields even weaker results.

So, in case you may wonder, what is my strategy? After all, it would be silly to write about it if I didn’t have one. I cannot tell you the whole thing, but I can at least give you enough to help get some thoughts flowing. Maybe you can pick up some ideas about your own strategy if I share some key points of my own.

Blogging is Competitive and Requires Strategy

Is it the ads? No, they barely pay for my coffee and cigarette bill. Is it the cozy notion of having a squillion friends who will send flowers when I die of starvation from blogging instead of working for a living? Well, not exactly, but you are certainly welcome to send donations to The Murnahan Memorial Fund, c/o Widow Murnahan, PO Box 4426, Topeka, KS, 66604. Widow Peggy thanks you in advance.

I take a mix of each of the above approaches, plus some other special considerations. I discovered, long ago, that when I write things that people find useful mixed with amusing (or at least not dreadfully boring), and I make good connections with people, they share it with others in their social circles. That helps me to achieve my objectives of tens of thousands of incoming website links to my work, high website traffic, and ability to rank extremely well in search engines for darn near anything I choose to target. This also helps me to establish credibility as an authority in my industry and provide irrefutable proof that I am very good at my job. This is a pretty sound strategy, overall, and it can apply to many other types of industries.

Each of these things help more people know to my work. Some of them will realize that this Murnahan character has uncommon talent and is quite good at creative marketing. A tiny few of my readers will realize they could do even better with additional professional help, and they contact me to develop their marketing strategy, and to execute the plan. That is how I get paid. That is my success. You didn’t actually think I do all of this because I’m bored, did you? Most bloggers don’t work so hard just because they have nothing to do.

The Worst Blog Failure in Summary

In concert with a previous article about reasons to blog, I also explained reasons blogs fail. I may be the only person that this amuses, but if you search Google for either of the terms I just linked to (reasons to blog and reasons blogs fail), you will find my work quite readily. That would never have happened if I didn’t write something about it, implement my strategy, and execute it better than others.

Doing nothing, or doing something without conviction is an easy path to giving up. The same holds true for anything from talking your first love out of their pants to talking your next customer out of their money.

How is your strategy coming along?

Photo Credits:
Cat in a big box by CelloPics via Flickr
Shaved Cat by Jamie (ajmexico) via Flickr
Cat on bird house by Josh (joshme17) via Flickr
Roslyn_cat by Joshin Yamada (ocean yamaha) via Flickr
Fail Cat by Tara Hunt (miss_rogue) via Flickr
Doomed by Robin Corps (robad0b) via Flickr

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Social Media Emphasizes “Pay Now, Play Later” Mentality

Have you ever heard the term “Pay now, play later”? Sure, it probably sounds familiar, right? It means that you pay your dues, and then, cash in your rewards later. Just ask a successful business person about this, or ask a parent. Most parents try to instill this mentality in their kids with something like “Do your chores, and then collect your allowance.”

This old school work ethic is a popular way that success is taught, even at the lowest levels of education, but we have a new school, now. We have a school that teaches success in overtly misleading ways.

It is astonishing how many people approach me with their marketing concerns and have this all backward, so I decided to share some thoughts with you. Not just thoughts, but experience … earned experience. I see it a lot more in small companies, but no size of company is immune, and we can witness this in Wall Street news stories every day. It is the needle that makes economic bubbles of all sizes burst.

Is Your Company a Job, a Career, or a Slush Fund?

Let’s have a glimpse at reality. You are probably not wealthy. Oh, you may even be “rich”, but I am a numbers guy, and I’m betting that you didn’t just send your butler, Charles, to bring you another chilled bottle of Dom Peringnon and a dish of beluga caviar.

The fact that you have read this far should perhaps tell us both that you have some serious moments of introspection, trying to figure out why all of the purchasing public does not understand the things you see so clearly. Your stuff is the best on the market, but yet, Charles is still just bringing you another Bud Light and some pretzels.

What in the heck is wrong with this picture? Well, here’s a tip: Charles isn’t messing it up … you are!

Yes, I know How Easy it Can Be

I am amazed and amused by how often I see business leaders rip off their own future to have some of that fun right now. They are playing now, and paying later. It is a lazy formula for disaster, but very popular.

I’m not going to claim that I am innocent. I have wasted more money than some small countries, so I know how easy it can be to rob yourself. I am trying to warn you and encourage you, so I hope you take this seriously.

People who treat their company this way are often paying quite dearly for it, with “opportunity cost“. It is worth being conscious of this, whether you are that business leader, or just a random employee behind the scenes. Either way, it can significantly screw up your future to ignore this behavior in a company.

Let’s Think About Opportunity Cost

Opportunity cost is the cost of all the missed opportunities that companies endure, and the examples are abundant. In simple terms, just try to add up the lost potential for referral business for every customer that goes elsewhere. Then, imagine the loss of market share over time, as their referred business sends referrals to the competition … and so on.

I see a lot of people damn near stroke out and die right in front of me when I tell them how much money they should logically be investing in their marketing. It really scares the heck out of a lot of people. Why does it scare them? Probably because, based on their limited experience, they imagine a marketing budget as risk capitol, rather than understand it as the most mathematically and scientifically sound thing they can do for their company. Many people are fantastic at their job, but if you throw them into marketing, they get ripped to pieces. They already saw failure, and they don’t need another financial bloodbath like that!

In case you missed that link I offered up a moment ago, let me tell you what Wikipedia says about opportunity cost. If you think about it, this should be what really scares companies. Brain-up for a bit … here you go:

Opportunity cost is the cost of any activity measured in terms of the best alternative forgone. It is the sacrifice related to the second best choice available to someone who has picked among several mutually exclusive choices. It is a key concept in economics. (more about opportunity cost)

When you look at it this way, it really sounds expensive to ignore the best possible alternatives, right? You bet it is! It is money that is flowing right on by and floating somebody else’s yacht while Charles gets your canoe ready for you.

How Does Social Media Add Emphasis?

Social media marketing is so frightening to some businesses that they are afraid to invest in it. Others are taking great advantage of the medium. If you look at the vast difference in potential opportunity cost between the two options, you can see how it emphasizes the loss or gain at both ends of the spectrum.

I want to be fair here, and give you an upside and a downside look at this. There is an amazing assortment of people to meet, interact with, and socialize with in the realm of social media. There are a lot of creative ways to gather market data and promote products and services using social media, as well. It can lead a company to great opportunities of all sorts. It can land you a great new customer, employee, or even a wife, three kids, and a corporation.

Social media is also very misunderstood by many, and from a marketing standpoint, a lot of people would like to imagine it as “free marketing”. Even just today, I was introduced to somebody, and I couldn’t make this up if I had just dosed myself like an under-aged hooker in a war zone … an exact quote was “The beauty of Mark is that he is the best and he’s free!”

Are you kidding me? I don’t even begin to market a company without a bare minimum … and I mean an “I owe you big time for saving my life from that charging grizzly bear” retainer fee of $5,000. It is usually a boot full of bear piss and swollen underpants full of “oh crap” more than that.

Now, although I would argue that she may have meant “free”, in the sense that I will not take money from a company unless I am confident that we can work well together and that I can provide them a huge return on investment … I’ll give her that. If she meant that somebody can get a lot of value by sucking up some of my experience like drinking free grape soda through a garden hose, that’s cool by me. She means well, and she knows that I do, too!

The cost of business is frightening and often frustrating, but only until you understand that a business is an investment. It requires tough decisions, and a good investment and reinvestment strategy. Making money takes money, and continuing to miss opportunities by seeking a cheap solution is like trying to dig your way out of a hole.

Social Media Can Destroy a Company

There, I said it … social media can destroy a company. It may not hit all the major news outlets, but I would put a good bet that it has helped more than a few into an earlier bankruptcy, or a complete failure.

It sounds crazy, right? This amazing saving grace we call the Internet could actually do harm to a company? It is very true, and it really happens. It is often a last refuge of absurd hope that setting up social media profiles will help a company out of trouble, or that this magnificent Internet can absolve a company from making good business decisions.

When I see people with starry eyes about the easy money online, it really brings back days in the early 2000’s when I was marketing for an Internet services company. It sounds a lot easier than it really was. I was marketing wholesale services to Internet access providers and web hosting companies. In the instance of my most satisfying online success story, I frequently had to lift the CEO by the ankles and shake him for every coin in his pockets to get the investment money needed to ensure his success.

A few years into the project, he could actually make better decisions about the corporation. He eventually even set his sails toward a young retirement, and after many years of paying heavily, he started playing (like a rock star). He paid himself handsomely. The corporation allocated $250,000 per year to fund his race team, $50,000 per month for “other miscellaneous business expenses”, and set him up pretty nicely. When he decided to buy a new home and asked the banker and accountant if he was spending more than he should, they literally said “If you want to buy every house on both sides the street, we will be happy to finance it for you.”

So, surely with an income in the top fraction of a percent of money earners in USA, and worldwide, that is a reasonably sensible time to stop investing in your company and soak in some significant leisure. A leader must eventually enjoy the lion’s share of the rewards someday, after all.

Oh, but there is still an “Unless Clause”, which explains that unless you are zombie-stupid, or high on arrogance, you must keep investing it well.

Damn it like mad, but the worst scenario still happened to my client. Corporate suppliers started laying off, killing services, and slaughtering his customers. He ended up losing millions in corporate equity, going back to working hard to earn a living, and teaching people like you to invest well in your company … even until the point when it nearly breaks you.

If you wonder how important it is to invest wisely today, to see a good future tomorrow, just ask that CEO about it. He has built many companies into huge successes. Best of all … well, aside from the fact that he is absolutely not free, you can reach him right here.

If you want to know how much it really takes to be successful, or how much it can hurt to stop looking ahead, you need to read the book “Living in the Storm“. If you were paying any attention at all, you will recognize the author. 😉

Photo Credit:
Playing in the Fountain by Tim Schapker via Flickr

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Is Social Media Marketing the Hardest Job?

Is Social Media Harder Than Ditch Digging?

When you think of the hardest jobs ever, you probably don’t think of social media marketing. Maybe you think that digging ditches would be harder. Maybe you will even think it through a bit more and imagine that working with terminal patients in a children’s cancer ward, or hunkering down in a fox hole and hearing enemy troops coming close would rank right up there as the hardest jobs. Oh yeah? Well, let me tell you about the job of a social media marketing consultant and strategist.

People are very selfish by nature. They don’t always think about the others around them. It is ingrained in each of us, from the very beginning, to preserve ourselves and to do what we can, to get the things we need. By default, we think of ourselves, and our own preservation, above that of others. After all, we are less equipped to help others if we cannot help ourselves first. Acting otherwise is a learned trait, and still must come with oneself in mind. Unchecked altruism would actually have devastating consequences.

This selfishness often has skepticism closely in tow. Worse yet, it is common that once people have just enough of those things they need, or fail at something enough times, a mechanism of apathy kicks in, and they stop caring. They stop seeking more for themselves, and they become complacent.

If you mix the naturally occurring selfishness, apathy, and complacence all together, you have a recipe for some really dreadful results. These results are so common that it often takes someone with specialized training and experience to clean up the mess. The best social media consultants have this training and experience.

The job of social media marketing is to crack the human code, discover human emotion, and move it!

Maybe you thought the job was to just tweet some stuff on Twitter, put your ads on Facebook, or set up your social media profiles the right way, but that is not how successful marketing is done. It is not even close.

The Job of Social Media Strategist Gets Messy

To perform the job successfully means we have to reach into the messy inside of human nature and human desires. The job includes studying how to bring others to a desired action based on an emotional response, and not just on an individual basis, but as a pack. A well targeted pack, at that.

Without defining who the customers are, understanding what they will respond to, and getting their emotions on board with your plan, it is like herding cats. You will never get what you want that way. Well, maybe what you want, if complacence has already set in, but certainly not what you could have. That brings up perhaps the worst challenge between a marketing consultant and their client, to instill the mindset that is required to want more. It means helping clients to remove their own barriers of apathy, skepticism, complacence, and the fears they create. It is especially frustrating when you know damn well they can have it, and you can deliver it, if they will just heed good advice.

I have studied a lot of psychology, and my studies have left me with little wonder why there are so many psychiatrists who are totally bonkers. Getting inside the mess that is the human mind can be very rewarding, but also very punishing. When you gain insights about why people work the way they do, it is easy to over-analyze everything from why people riot over a hockey game in Vancouver, to why apathy is easier than giving a damn. This is an arduous line of work for anybody!

Social Media Consultants Are Apathy Slayers

The job of successful social media marketing is a lot more than what people imagine it to be. It is not just the simple tasks that it may appear on the surface. It is a deeper look into apathy, and how to bring people to overcome it. This is an important part of how we deliver more happy customers to our client’s businesses.

In the job role of a social media marketing consultant, we must overcome apathy from our client’s customers, but that is the easy part. From the perspective of selling this as a service to clients, their apathy is enhanced by their skepticism, and solidified by fear. It becomes bolstered by their confusion of the difference between implementing a strategy versus wasteful tactics. That is where the line is drawn between the average social media marketing and the marketing that builds true success.

The point when you understand a market is when it can become a quest to “heal them all”, and to help them understand the little ways they are broken. It also must be done without them even realizing you are doing it. If they realize it, their skepticism may kick in and ruin even your best intentions.

Is Social Media Marketing Really So Hard?

So, how in the heck can this job of social media marketing consultant and strategist be worse than that nurse holding the dying child’s hand as she desperately wants the child to eat another bite of Jell-O? How can it be worse than the soldier with every nerve on end as his friend’s miserable body gives up the fight, right beside him? That must seem ridiculous, right?

It isn’t harder. I made that up. It does not even compare. I love my work, and I find it extremely rewarding. I must say, however, that helping people to feel something, and bringing them beyond their own apathy and skepticism is a challenge most people are thoroughly unprepared for. That is why I am hired to do the work I do.

Once you reach inside the messy mind of your market, you will find it much easier to ask them to donate to cancer research, provide support to hard working soldiers, or in this case, gain control of their own apathy and take the next step to improve their marketing efforts.

A truth that I have realized over more than two successful decades in business, performing every role from a sole proprietor, to a corporate CEO, is that success is something we demand for ourselves. I quit rubbing lamps, knocking on wood, and wishing on lucky stars many years ago when I noticed that successful business comes with mathematical projections, and also overcoming psychological obstacles. That means the ones our market imposes, but even more profoundly, the ones we place upon ourselves. That means getting to the messy insides, and that may not be the hardest job, but it is one that crushes a whole lot of dreams.

Most people who read my blog want better results for their business. It would not make much sense to be here otherwise. That is why I brought you here for this discussion. I can provide you with a lot of great free tools and thoughts to help grow your business. If you really believe in your company strongly enough, and you can put aside apathy, skepticism, and complacence, you will do much better. If you are having trouble with that, I welcome you to contact me to show what you can achieve with professional help. (Yes, even if you think you are my direct competitor.)

Until then, be sure to subscribe and keep picking up useful tips that can help you to help yourself.

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Does a Slick Sales Pitch Work in Social Media?

Have you ever seen one of those slick sales pitches that seem to suck the money right out of your pocket? You know, like those vacuum cleaner demonstrations where they show you how their vacuum will pick up nails and screws, and even lift a bowling ball with its superior suction.

These are the sort of clever sales tactics where they show that even after all those nails and screws, it will still pick up the dirt that your tired old machine leaves behind. The dirty “proof” is right there in front of you, and you don’t really want your home to be that filthy, do you?

With all the filth of nasty bacteria and dust mites, it is only a matter of time until your kids get asthma, and the doctor bills will cost you a squillion times what their vacuum cleaner will cost. So, really, they are not selling you a vacuum cleaner. They are saving your kids’ lives, and keeping you from going bankrupt with all the medical bills.

This is really not a laughing matter, and it all goes to prove why you need the Sucker Sucker 4000! The massive power of the Sucker Sucker 4000 will suck up dirt better than the competition, but at a fraction of the cost. When you add in those medical bills, it actually pays you to buy this machine!

Plus, every spouse is more amorous when their back is not hurting. Think about how many times your wife complains about hauling that big old heavy vacuum up and down the stairs. She won’t be complaining of a backache with the Sucker Sucker 4000! You like sex, don’t you?

Guess what! Your tired old vacuum will do most of that stuff, too! It is a sales pitch, and it is not designed to save your kids’ lives. It is designed to get the money out of your pocket and into theirs.

The Tragedy of Social Media Pitches

There is no disputing the value of good marketing. Marketing is where the sales come from. Marketing builds companies, and puts the money in their bank account.

Marketing has changed, and many companies struggle to adapt. They are trying so hard to hold onto yesterday’s values, that their marketing sucks as strong as that vacuum cleaner. They are still trying to sustain the lies and deception of old-school pitches, and excessively boastful statements, while the market passes them by. The smart ones figured out that they just needed to provide the best offerings they can, and be honest, and their fans will do the boasting for them.

People got smarter, and many cleverly devised mysteries were revealed. The semi-honest tactics that used to bring in customers may still work for a while, but not forever. It mostly works on the naive, who do not take the extra effort to shop around and pay attention. Those naive and impulsive people are wising up. The most naive of all were the same people who took the economic collapse extra hard. They were suckered far too often, and now they are mad! The ease of comparison shopping and more cautious spending makes the slick pitches less effective.

Just look at my industry for an example. How many people in the SEO (search engine optimization) industry do you think have built up sales with sleazy tactics? I see it all the time, and when customers find out the SEO is a fraud, and their tactics are more harmful than good, they change their company name and go into hiding like Osama bin Laden. It happens a lot more than you may think. It is like those traveling magazine salesmen. By the time you realize you never got the magazines you paid for, they are in another town, scamming another would-be reader.

What about social media marketing? Have you happened to notice the massive number of people who became “social media experts” in the last few years? How did that happen? They were not trained in marketing, or have decades of experience, but now they know a bunch of buzz words and how to suck up bowling balls with a vacuum cleaner.

It happened because people really want to have hope, and that is the big con job of the majority of social media marketing people. They sell ridiculous hopes that they will save companies from destruction by setting them up on Facebook and Twitter. As with other industries, people are figuring things out the hard way, and now they are starting to shop more carefully. Many of the “social media experts” are not so expert once you lift the curtain and turn on the lights.

A strong case can be made about the uneven distribution of intelligence among our population. Yes, there are a lot of very unintelligent people out there who will buy anything! You are different, and I know that, because you are here and reading my blog. You have a higher I.Q. than a potato, so you can surely see beyond the common trickery.

Some Truth About a Sales Pitch

The truth about a sales pitch is that they are designed to bring you to an emotional peak, and then close the sale while you are still excited about the product or service. The numbers may vary by industry, but there is generally less than one percent of people who will come back for the purchase if the sale is not closed immediately at the conclusion of the presentation.

That is the old school pitch, and it is very hard for companies to let go of that power, and to work hard enough to earn a customer’s business based on truth and trust.

Even in cases where the sale is not made right then, the buyer’s decision has often been made. They are either committed to the sale, or further consideration of the sale, or they are not. This goes for any pitch.

How this is applied to online marketing, and especially in social media marketing efforts, is that the buyer has a lot more control of the sales pitch. The process is more long-sighted, and it allows customers to make better decisions. It also requires companies to work harder to avoid “no” until they get the “yes” answer they wanted.

Along with a social media pitch, customers will Google your name, check for reviews, and see if your equivalent to the Sucker Sucker 4000 is what you claim that it is. If it really is, they may decide to watch you and think about your product or service for a while, until they are ready to buy. That scares the heck out of a lot of companies, because it is so foreign.

The good news about the sales that come from social media sources is that the customer is often far more aware of the offering, and will be a better customer because of their higher level of confidence.

If you are doing your job right, the customer will pay attention. They will bookmark your website, subscribe to your mailing list, and they will think about the wonderful day when they will own what you sell. Until that time, it is your job to make it easier for them to remember you, and how much better they will feel once they make their purchasing decision.

Once they are your customer, it is your duty to be sure they love your brand enough to tell their friends, and give you positive reviews across the Internet. When this happens, the sales cycle comes full-circle, and you are on a path to growth.

Some Options for Your Sales Pitch

The way I see it is that you have some options to consider. There are many degrees of how much you will incorporate these extremes, and finding your perfect balance is important.

Option One: You could just keep sucking up nails and looking for more people to present your pitch to. You can keep dismissing the non-buyers as idiots and child abusers for leaving their home so filthy by not buying your Sucker Sucker 4000.

Option Two: Another option is that you show more longevity, take a long-term approach, and help others to do the selling for you. You can give the real facts, keep the hype a bit less creepy, and cultivate a customer base who love you for your integrity and fine offerings.

Option One focuses on short-term drama and urgency, while Option Two focuses on long term success and building trust in a market segment. There really is a good balance between short-term and long-term objectives for any company.

Long-term social media objectives often come with more pain in the short-term, and short-term objectives often come with more pain in the long-term. Sometimes success is a matter of determining your tolerance to pain.

Oh, and by the way … did you Google me, check my background, and subscribe to my blog, yet? Come back any time to read some more. I’ll be here when you are ready to do business. 😉

Photo Credits:
Arco Wand Vacuum Cleaner by Marxchivist via Flickr
23.4.2009 by Miika Niemelä via Flickr
Hey Dorks, Who Is Your King Now??? by Rob Boudon via Flickr

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