Some thoughts on how companies are misplacing their focus when it comes to building customer loyalty.

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(Almost) Everybody’s Here Now

by eric on November 13, 2011

The path to cultivating and building influence on the social web has gotten a lot harder than what it used to be. That’s saying something – because building influence has never been an easy task. Companies, in developing digital marketing and communications strategies, have included influencer outreach and engagement as a key focal point for a number of years now. However, the continued steady growth of information and content on the web, blogs and otherwise, has made it much more challenging for individuals to build a standout, highly trafficked online presence – correspondingly, companies will face increasing difficulties in defining and engaging with influencers, and must rethink their strategies accordingly.

According to Wikipedia, as of February 2011 there were 156 million public blogs in existence. Comparatively speaking, various estimates peg the number of blogs in 2005 at around 25 to 35 million. More notably, however, is the rise in overall content creation and consumption. Think about the time that is now spent on social networks, and the resulting information that is being generated and shared.  If attention were to be considered as a currency, the exchange rate right now is quite high.

When blogging first started to truly grow in popularity a few years ago, those who put forth the effort to provide quality, reliable and interesting content were able to create a strong online presence – attracting readers, establishing themselves as influencers. A couple of such prominent bloggers who come to mind are Raul Pachec0-Vega, who writes at hummingbird604.com and Rebecca Bollwitt, who writes at www.miss604.com. Make no mistake, both Raul and Rebecca put in a lot of hard work into establishing their online presences – and success did not come overnight for either of them. However, I find it hard to believe that the degree of success they have earned can be achieved by anyone today, in the crowded attention economy.

This has ramifications for companies, as they attempt to identify and work with influencers to build relationships and establish genuine word-of-mouth about their products and services.

Here are some questions companies should consider:

  1. Is the message that they would like to spread, and engage influencers with, sticky and relevant?
  2. Do they have the capabilities to scale their influencer outreach?  To achieve a similar breadth of outreach compared to years ago, it is likely that companies now need to engage with more influencers – remember though, the quality of relationships with influencers can’t be replaced by quantity. Building personal relationships is important.
  3. Are accurate metrics and evaluation processes in place to identify relevant influencers?

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Can Collaboration Be the New Competition?

October 30, 2011

I find it interesting that there is such a strong, prevailing mindset that companies within the same industry must always be in competition with each other. Whether the focus is business to business, or business to consumer, it’s true that companies are fiercely fighting to attain and retain customers – customers who, no doubt, are closely [...]

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Bell Hell – An Exercise in Customer Service Futility

October 24, 2011

*** UPDATE: When I originally wrote this post, I titled it “My Worst Customer Experience – And What The Company Can Do About It”. I chose not to name the company the post is based on, because my intent was not to call out company directly – I instead wanted to focus attention on actionable [...]

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5 Things to Thank Steve For

October 10, 2011

Perhaps it’s fitting that I’m writing this on Thanksgiving, a great time to pause, reflect, and give thanks to those who have had a significant impact on my life. Last Wednesday the world lost a true visionary in Steve Jobs. Much has been written, and much has been said, about the overwhelming impact and contribution [...]

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Innovation in Advertising: Ignacio Oreamuno and Giant Hydra

August 29, 2011

I am excited to introduce a new feature on my blog. Every few weeks, I will be posting short interviews with interesting people who are truly making an impact in the business world – through their thoughts, their ideologies and their actions, paving the path for new and innovative ways of doing things. This week’s [...]

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The One Question That Truly Defines Someone’s Level of Social Media Expertise

August 21, 2011

It’s been awhile since I’ve had a chance to blog. Now that my life is a bit more settled, I hope to be able to write and share my thoughts on a more frequent basis. Over the last number of months, there’s been a fair bit of discussion in the social media world about how [...]

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Shipping

July 6, 2011

Are you in the mindset of shipping? Do you focus on delivering quality work and output in a timely manner, but with a realization that it might not be 100% perfect? Often times, I think that people spend too much time trying to achieve perfection. It’s not that producing quality output isn’t important – it [...]

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A Social Welcome to Your New City

June 27, 2011

I recently co-authored a blog post with my friend Debbie Horovitch, posted on the blog for her new community management talent agency sparkle & shine. The post provides tips on how immigrants to a new country can leverage social media to ease the transition and become better acquainted with their new surroundings. Please read the [...]

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How Observant Are You?

June 25, 2011

Too often, people are guilty of getting stuck in their own world. They focus on the minutiae of daily activities – without realizing the vast, amazing changes that are happening around them. Those who are most observant of their external environment gain knowledge that can prove to be very beneficial. Knowledge that lends to creativity [...]

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