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Youtility: Creating Marketing that People Actually Want

June 9, 2014 by Dennis Fischman 2 Comments

Jay Baer has some bad news for us…and some good news.

Bad news: In the age of information overload, you’re not going to keep your company at the top of people’s minds by constant advertising.

Good news: You don’t have to.  Getting the ear of the right audience is  better than paying for name recognition by the masses.

Bad news: Just because people can find you online, it doesn’t mean they’ll become your customers.

Good news: Recommendations from their friends influence people’s decisions.  Word of mouth has always been important, and today, it has a new address: on social media.

Bad news: Getting people’s attention is hard. You’re competing with their friends, the latest cute cat video, and photos of their grandchildren (who are probably a lot cuter than you!)

Good news: People will pay attention when you solve problems for them or provide them with information they need.  That’s what Baer calls “Youtility.”

Help, Not Hype

If you have the resources, you can help people exactly when they need it.  Baer talks about the @HiltonSuggests program, where Hilton employees who really know the city they work in will go on Twitter looking for questions they can answer or recommendations they can make…for free.

They are not trying to make a customer today.  They are trying to win a customer for life.  The return on investment is huge.

Not all of us can be Hilton, but could you be Taxi Mike?  This Canadian cab driver personally creates a “Where to Eat in Banff” brochure with his personal recommendations and delivers them to hotels, bars, and tourist traps all around his city.  When visitors need a taxi and they have this guide in their pockets, who do you think they’ll call?

What Does It Take to be Useful?

I hope you’re thinking just about now, “What about me?  How can I help the people who I want to be calling me?”  Baer suggests three ways you can make yourself useful to your audience.

  • Self-serve information.  Be like Angie’s List. Put the information out there in a ways that’s easy for people to find and use for themselves.
  • Radical transparency.  Be like Holiday World. Answer every question people ask. Answer questions they haven’t thought yet of asking.  Answer the tough questions.  Do it where everyone can see it.
  • Real-time relevancy.  Be like Scotts Miracle-Gro. Provide information that’s keyed to the location or the situation of the customer or what’s going on at that season.

How Do I Start?

Read Baer’s book for details about the six blueprints you can use to build Youtility.

  1. Identify customer needs.
  2. Map customer needs to useful marketing.
  3. Market your marketing.
  4. “Insource” Youtility.
  5. Make Youtility a process, not a project.
  6. Keep score.

The Value of this Book

My take: this is a great book because it pulls together a lot of lessons learned over the past few years.  If you are not getting what you want out of your marketing or communications, read the book, and think about how to give others what they want.

Two reservations: Baer doesn’t often address nonprofit organizations.  His idea of a small organization is still a lot larger than many community-based businesses and nonprofits I know.  I’ll try to translate Youtility for these audiences in other posts.

Have you read Youtility? Do you plan on reading it?  What do you think of Jay Baer’s approach?

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The Magic Formula for Choosing Social Media

May 22, 2014 by Dennis Fischman 6 Comments

I’ve told you before: the first thing your organization does online should not be social media.  And I’ve told you that the best answer to “Which social media should we use?” is “It depends”: where are the people you’re trying to reach?

But you have already done the work.  You’ve made your website attractive and useful, cleaned up your database, and started sending regular email to the people on your list.  You’ve found your supporters online.  You’ve created a strategy and started small, with one platform.  Now what?

You’re sure there’s a secret to social media for a small organization with limited time and money.  You twist my arm and ask, “What’s the magic formula?”

Listen closely: Facebook plus one.

Why You Need to Be on Facebook

For now, Facebook is still an essential part of your social media.  Yes, I know: it’s frustrating that people can “like” you on Facebook and still not see your posts in their news feed.

But there is nowhere online that you will find more people, and a broader range of people.

  • Grandparents are joining Facebook every day to see photos of their grandchildren.
  • Adults keep up with their friends on Facebook, even after they’ve moved to a different city or country.
  • Teenagers are still joining Facebook.

It may not be cool, but it’s a “have to have.”  My best guess is that it will continue to be the common denominator of social media for years.

Why You Need Something Else

Even if a lot of supporters are there, you should make sure not to put all your eggs in the Facebook basket.  It’s not free media any more.  You need a budget to pay for ads AND an expert to help you advertise effectively.  And it’s only going to get more expensive.

Plus, there may come a tipping point.  When enough people drift away from Facebook, a lot of people may decide to do so all at once.  You should be collecting their email addresses, so you don’t lose them altogether–but many people prefer to hear about you through social media.  When they go looking for an alternative to Facebook, you want them to find you there.

Which “Something Else” is for You?

Think of three lines on a graph.  One: the social media platforms your audience uses.  Two: the one you find most comfortable.  Three: the platform that lets you use what you have–whether that’s writing, photography, or video.  Ideally, when you use Facebook plus one, that one is where those lines come together.

Twitter is growing fast. It forces you to be brief, but that’s good: you will catch people’s attention better that way. It’s ideal for sharing links to useful information, including your blog posts, and it’s recently become better for sharing pictures.

YouTube is the world’s biggest search engine, after Google.  If you have great video and would like to be found, YouTube is the place to go.

Google+ has also been growing. Unlike Facebook, everything you post shows up for everyone who likes you there (or “adds you to their circles,” in Google+ lingo).  Two big cautions, however: a lot of people are still not on Google+, and there are rumors that Google plans to make big changes to it soon.

Pinterest is clearly the best way to reach a female audience with photos.  Instagram reaches a more mixed audience, and people say it’s easier to use, especially from your mobile phone.

LinkedIn is the only social media platform that reaches more men than women.  LinkedIn Groups are a great vehicle for establishing your expertise in the field.

There are many other options, and feel free to choose the one that suits you best.  You may also want to create accounts on social media you’re not planning to use for a while, just to reserve the name you want (and not let some other group create confusion by claiming it).

You’re best off concentrating on Facebook and just one other form of social media, if you really want to work your magic.

 

 

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George Takei Teaches Social Media. Oh Myyy!

February 11, 2014 by Dennis Fischman 5 Comments

How did a retired actor turn a Facebook account into a people-mobilizing machine?

George Takei helmed the Starship Enterprise throughout the Star Trek TV series and all the movies that starred the original cast.  At 76, he could be relaxing and enjoying the good life with his husband, Brad.

Instead, he is probably on your Facebook page to day.

How did Takei do it? 

He experimented.  He started out spending more time on Twitter, and he found that his audience liked the longer, more visual posts that Facebook allowed.

He built relationships.  Takei said thank-you to every single person who followed him (until the number become overwhelming).  And he made his feed the place where his fans could express themselves, with his blessing.

He used humor.  Takei’s own sly comments and puckish taste in images and memes opened the door.  His fans walked through, giving him hundreds of ideas to choose from.  One of my favorites is a wordless four-panel strip: a photo of lions, a photo of tigers, a photo of bears…and a photo of George Takei. (Get it?  If not, follow the yellow brick road!)

He used his power for good.  When the tsunami hit Japan in 2011, Takei made his Twitter feed into Information Central.  His 70,000 followers contributed heavily to disaster relief.  And Takei has been outspoken in support of marriage equality.

People listen to Takei because they already know, like, and trust him.  As his fans explained to him, having “Sulu” as a Facebook friend was like “having a favorite gay uncle”: one who’s up on popular culture and a bit of a loveable geek.

Not all of us are “that guy who played Sulu on Star Trek.”  But we can all do what George Takei did.  We can be humble, humorous, and helpful to our friends.  And when the time comes, we can ask them to act.

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