Posts Tagged ‘Social Media’

Social Giving Meets Social Shopping

by Ron on Tuesday, March 9th, 2010

We have written about social shopping, which is the heart of the Zavee platform, but are you familiar with “social giving”? Social giving is Social Media used for philanthropic or other non-profit purposes. Social giving wasn’t widely discussed even a year ago, but two events – the disputed elections in Iran and the earthquake in Haiti – gave rise to a tremendous amount of Social Media activity, which in turn got people thinking about the role of Social Media in the non-profit sector.

According author Geoff Livingston, who follows social giving closely, social giving can be a source of both new donations and newly engaged donors and activists. Social giving also can engage consumers in corporate philanthropy campaigns.

  • In the wake of the elections individual Iranians used Social Media to get news out of the country after the government had restricted conventional media access.
  • A post on Philanthropy Potluck discussed campaigns the author called “social giving contests”, in which consumers determine how companies distribute funds as charitable contributions. The post cites campaigns by Target and Tom’s of Maine, in which the public got to “vote” for potential recipients of donations.
  • Immediately after the quake in Haiti, the American Red Cross and other organizations launched texting campaigns that raised over $30 million from individuals who sent a text message that automatically added a donation to their wireless bill. More than $20 million was raised by the American Red Cross alone, a sum unlikely to be raised as quickly, if at all, by conventional solicitation methods. The Red Cross using the same text2give program to raise funds for victims of the earthquake in Chile.

Zavee’s social giving feature combines several social giving concepts. Like the social giving contests, Zavee shoppers control the distribution of the 20% of our fees that we have committed to donate to civic and charitable causes that have joined Zavee. The mechanism for directing Zavee contributions is called Care Shares(tm). In addition to their cash back rewards, Zavee shoppers earn points called Care Shares based on the amount of each purchase from a Zavee merchant. Zavee shoppers periodically select which causes will receive their Care Shares. Zavee contributes cash to those causes based on the Care Shares allocated to each cause, which means that shoppers who purchase more control a larger slice of the contribution pie. (Yet another reason for shoppers to purchase from Zavee merchants.)

Santas Race for Charity

Santas Race for Charity (via Lincolnian)

Shoppers make their own decisions about how to allocate their Care Shares, but the networking features of Zavee encourage shoppers to discuss the various causes in our program. We take networking a step further by putting the causes themselves in the network. That means that they can engage directly with shoppers to provide information, answer questions, announce events and otherwise enrich shoppers’ understanding of the value they provide to the community. The benefit to causes of communicating effectively is clear: greater awareness and understanding by shoppers can lead to greater allocations of Care Shares, which means greater contributions by Zavee. Causes also can encourage their own members to join Zavee, who presumably will be inclined to allocate their Care Shares to the cause to which they belong.

The Zavee takeaway:

  • Causes may not be as far up the curve as companies (to say nothing of individuals) when it comes to Social Media, but events like the Iran elections and the Haiti quake response demonstrate the potential impact Social Media can have for non-profits.
  • The non-profit sector is likely to develop uses for Social Media that are both creative and effective. Businesses should be watching.
  • Programs like Zavee, which combine the consumer-business integration of the social giving contest with the active participation of the causes themselves on the network, will be one way to for causes to gain a great deal of value from Social Media.

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The Other Super Bowl

by Ron on Tuesday, February 9th, 2010

How did you like the big game? No, not the one with the Saints and Colts – the one with the Snickers and Doritos. The phenomenon probably began during the first dot com boom of the late 90s, but in recent years the commercials that air during the Super Bowl have attracted almost as much attention as the game itself.

Drew Brees, Jan 7, 2010

It’s fun for those of us whose marketing budgets don’t include the $2-3 million it takes to buy a spot or even the mid-six figures it costs for production.  It’s like going to the marina to gawk at the hundred foot yachts.  Still, there are some things small business people can learn from the big game.

One thing is the value of leverage, getting extra value out of your marketing dollars.  Long before the game is played and the commercials run, there are stories in the media about different marketers’ strategies and even teaser clips of upcoming spots. Using public relations to generate interest ahead of the air date makes sense because it’s a low-cost, effective strategy for increasing awareness and impact.  This year the story lines included Pepsi’s decision not to advertise on the Super Bowl, Budweiser’s decision not to feature its iconic Clydesdale horses (a decision that was ultimately reversed) and CBS’s decision to air a “pro-family” spot featuring Florida QB Tim Tebow.

According to most commentators, this wasn’t a vintage year for Super Bowl ads. “There were no standouts,” according this post on AdRants that summarized industry and consumer reactions to the ads. Seth Stephenson of Slate agreed. Bob Garfield of Advertising Age liked Audi’s “Green Police” ad, the “men’s liberation” themed spots from Dodge and FloTV, and not much else. Barbara Lippert of AdWeek and Slate’s Stephenson liked Google’s simple, effective execution that combined narrative with product demonstration – and cost next to nothing to produce. But just about everyone seemed to like the Snickers spot in which young athletes played like Betty White and Abe Vigoda until they ate a Snickers bar.

As always, advertising insiders took their shots at USA Today’s Ad Meter, which records the real time reactions of a panel of consumers to each of the spots as they run during the game. The Ad Meter can drive professionals nuts – especially since 2007, when CareerBuilder fired its agency after a poor Ad Meter showing. The Ad Meter doesn’t measure strategic insight or clarity of message – it’s the People’s Choice Awards of advertising, and it was won this year by the Snickers ad.  Lippert observed that “[t]he spots that do well on the Ad Meter are the ones that feature the kind of tricks viewers have been trained to expect, like man-on-man violence and/or cute animals. It’s like teaching to the test.”  Garfield called the consumers on the panel “AdMeter-ocrities.”

Another takeaway of interest to small business is the increasing impact of Social Media on conventional media.  While insiders might not like it, Social Media makes consumer reaction to advertising easier to track, and agencies are starting to see the value in doing so. In addition to the Ad Meter and Ad Bowl (another panel-based ranking), Social Media provided a way to gain insight into consumer reactions to the ads. Ad agency Mullen and Social Media monitoring firm Radian6 tracked Twitter feeds to determine the top brands coming out of the Super Bowl (Doritos, Google and Focus on the Family took the top three spots). Several other firms had similar strategies.

As for me, my Super Bowl Sunday was made by Google, Snickers and E-Trade (I know, but imagine another category that has room for both trash-talking babies and Sam Waterston).  And the Saints. Definitely the Saints.

The Zavee takeaway:

  • Make your marketing part of your company’s story – it will make your marketing budget do more and go farther.
  • You can do it inexpensively – conventional PR is one way, Social Media is another.
  • The most distinctive and creative way to tell your story doesn’t have to be the most expensive.

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Can Social Media Help Toyota Repair Its Reputation?

by Ron on Tuesday, February 2nd, 2010

As most of the world now knows, Toyota’s US unit has announced the recall of approximately 2.3 million vehicles to repair a condition that has resulted in gas pedals sticking while the car is being driven. Safety issues are perhaps an automaker’s greatest threat, and Toyota clearly is taking the situation seriously. The company has even halted production of the affected vehicles until the problem can be solved. Nevertheless, according to auto blog The Truth About Cars, the Japanese business publication Nikkei (think Wall Street Journal) claims that the crisis “is seen as a major dent in the side of the leading Japanese automaker’s reputation as a builder of reliable automobiles.”

The Toyota issue is the largest product recall since the rise of Social Media, but it is not the first. In November, 2009, UK stroller manufacturer Maclaren recalled approximately one million strollers after reports that children were getting their fingers caught in the folding mechanism. The company put recall information on its web site, which, according to the New York Times, promptly crashed. Like Toyota, Maclaren’s stellar reputation resulted in a case of “the bigger they are, the harder they fall.” Time reported that parent blogs were merciless toward the company. Maclaren posted a video PSA to YouTube announcing the recall and the availability of a repair kit, but apparently did not take advantage of either Facebook or Twitter to communicate with parents.

Moving Forward?

Moving Forward?

Toyota is already receiving some criticism for being insufficiently engaged with its customers. The company has a page on its site dedicated to the recall, with links to FAQs and a video news release consisting of talking head sound bites from COO Jim Lentz along with ad-quality footage of the cars and the factory. The video is disappointing: Lentz’s comments sound blandly reassuring but never manage to engage. Today’s Ad Age reports that Toyota’s video is now on the company’s Facebook page, where it is said to have been well received. If the video is posted on the Toyota page, however, the company has not made it easy to find. Most of the wall postings appear to be from car owners and most are in the “I love my Toyota!” genre (it’s not called a fan page for nothing). There appears to be no company-supplied content relating to the recall (unless that video is there somewhere) and certainly no conspicuous attempt to leverage Toyota’s 70,000+ Facebook fans.

Toyota does have a presence on Twitter, but until yesterday the company was using the feed to point to information on the company’s web site. On Monday afternoon Lentz spent 20 minutes fielding questions on Twitter. The Q&A was announced only shortly before it began, and greater lead time might have yielded more participants. However, car bloggers such as @jalopnik and its editor @raywert were on the feed as well as several Toyota dealers. Although this was not the smoothest exercise, it strikes us as a good first step toward engaging with customers, not just making announcements to them.

Toyota is using a wide range of media to announce that it knows how to repair the faulty parts. Now let’s see how Toyota uses Social Media as it tries to repair its reputation.

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The Count of Social Media

by Ron on Tuesday, January 12th, 2010

Imagine having that on your business card! In a world of Brogans, Vaynerchuks and Mashables there is no shortage of candidates worthy of the title, but this post isn’t about any of them.

Anyone who has kids, or who was one fairly recently, will remember Sesame Street’s Lugosi-eque math whiz, Count von Count. The Count would count anything, anytime, anywhere. And he was much better at it than, say, The Spanish Inquisition:

Imagine, then, what the Count – let alone the Inquisition – would have to say about this: a Flash-based application that provides a real-time count of Social Media activity. Courtesy of Gary Hayes’ Personalize Media blog, here is Gary’s Social Media counter:

Visit Gary’s blog if you want to know about his sources, but the details are almost beside the point. Spend even a minute watching the numbers cascade and you are sure to be convinced – if you weren’t already – that Social Media is a communications channel (or group of channels) that marketers cannot afford to ignore. If you are marketer with a small company and a small budget, Social Media is perfect for you. If you are just starting out, take the simple advice that you’ll get from everyone: listen first.

And if you would like to learn about a Social Media marketing program exclusively for local merchants, feel free to get in touch with us here at Zavee.

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New Years Resolutions – And Lies

by Ron on Tuesday, January 5th, 2010

What would the first week in January be without a post about New Years resolutions?  Mine aren’t of the “get to the gym” variety. Instead, my plan for 2010 is to use the web – especially Social Media – more effectively.

In part this means learning to avoid what Penelope Trunk calls The 4 Lies About Social Media. (In her post these are more “myths” or “mistakes” than lies. I don’t know why she calls them lies but being provocative is a good way to get noticed. It helps your Google page rank, too. Hence the title of this post, which originally was just “New Years Resolutions” – and another resolution: to get better at writing for search engines.)

In my quest to improve my social media skills this year I am very fortunate to be surrounded by a team of well connected and highly creative colleagues. I want to make it clear that my skills (and deficits) are my own; Zavee, collectively, is poised for the leadership you expect of us. Another way of putting it is, my real New Years resolution is to become as smart as my staff! With that caveat in mind, here are some of my Web-related resolutions for 2010:

  1. Take better advantage of Linkedin. Penelope says that Linkedin is a great scorecard for the size of one’s network but it’s a “lie” to say that it’s useful for building a network. The scorecard aspect is useful (e.g., for employers who want to learn about how connected a job candidate is).  However, Linkedin is not for conversations, so it is not a good way to build a network. I see her point about conversations – it may be the only thing you can’t do on Linkedin. On the other hand, Linkedin provides many opportunities to get found, get noticed and get followed. Unfortunately, I haven’t really figured out how to use Linkedin efficiently and proactively – how best to use features such as starting discussions and asking questions. Fortunately, my marketing people don’t have that problem. So my personal resolution is to follow their guidance so I can understand Linkedin better and use it more effectively.
    2. Stuart Pilbrow via Flickr

    Happy New Year!

  2. Build our brand with Twitter. Penelope says that networks require conversations but it’s a “lie” that Twitter is the place to have them. She says Twitter is better for finding and following people with similar ideas and interests. We do use Twitter to keep up with tweets about Social Media, loyalty marketing and other topics that interest us, and tools such as TweetDeck and HootSuite make it easy to manage different accounts, searches and lists. However, I know that I have a lot to learn about creating a presence on Twitter and achieving the kind of scale that will enable us to use Twitter to leverage the Zavee brand. Fortunately, our community manager has a great deal of experience with Twitter. My New Years resolution is to learn from her how to build a brand with Twitter.
  3. Make Zavee Thinking more relevant. Penelope says that blogs are networking tools, not personal journals, and I certainly agree. I think I’ve been disciplined in how and what we write about on this blog.  I write from the small business perspective, whether I am posting about trends and concepts or about tools and techniques. For 2010, however, I intend to focus a bit more on practical solutions for merchants, including by posting about how merchants can get the most out of Zavee. Even this post, which is superficially about me, is really about how I can better be the “lead blocker” for merchants who are trying to make progress with unfamiliar tools and concepts.
  4. Use our Facebook fan page to help build our member community. Penelope’s fourth “lie” is that social media is no place for business. In fact, businesses are finding new and interesting ways to use social media all the time, and social media channels are constantly developing business-oriented tools and features. One example is Facebook’s fan page. We have one, and we want it to be the destination for our Zavee community. One way to do this is to use Facebook to extend the content we can deliver on the Zavee site. Facebook is great for managing events and user-generated content, both of which are important to us.  We will have more to say over the next few months about our member community and how Facebook fits into our strategy. For now, we’ll just say that our final resolution for 2010 is to build our community as we build our business, which includes being smart about Facebook.

See? Nothing too difficult there! Maybe I have time to hit the gym.

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2010: The Year of Social Shopping

by Ron on Tuesday, December 29th, 2009

As we come to the end of a most unusual year I’d like to provide an update on Zavee’s progress, as well as offer some additional thoughts.

Our most important news is that Zavee is almost ready to go live. We are finalizing the launch release of our software and expect to begin processing transactions by mid-January. We began our merchant sales efforts in November and already have signed up scores of local businesses in our South Florida launch market. Our consumer acquisition program will begin in January and ramp up over the next several months.

Shopping with Friends

Shopping, Socially

One of the most gratifying – and, frankly, amazing – things about the process of creating Zavee is the extent to which people who know what they’re talking about are saying the same things we are about Zavee’s core concepts. In short, Zavee is in the right place at the right time.

When we describe Zavee as a “social shopping” platform we recognize that this is a new concept for most consumers and businesses. Social media marketers, however, say that social shopping is poised for growth:

“Social shopping is really still in its infancy,” said Andy Lloyd, CEO at Fluid, an e-commerce technology company. This means retailers and solution providers are still thinking about how people connect with other people around buying decisions in an online environment and how they can facilitate those gatherings. “The challenge is people don’t know what social shopping is or what it does,” Lloyd continued, which is why the adoption rate isn’t very high yet.

Search professionals have been quick to see the advantages of social shopping for merchants, including advantages we discuss with merchants constantly: the ability to connect with customers, enhance credibility and leverage word-of-mouth.

From a consumer perspective, social shopping taps into basic principles of human behavior. Marketers increasingly recognize the potential of social shopping and are aligned with Zavee’s perspective on integrating social networking functionality with search and review capabilities:

In social shopping, you see recommendations and reviews that your friends have shared. You see items that your friends have purchased or brands that your friends have shopped with. This matters a lot when you’re shopping for a digital camera and are stuck deciding between three different models. Of course, the last 10 years’ worth of people’s purchasing histories and written reviews on Amazon may help you narrow your choice – if you can filter out the noise. But those reviewers are entirely anonymous to you, even though they may use a real name and have a rating history with the site.

We believe that 2010 will be the year in which social shopping comes of age. This clearly is good news for Zavee. We believe that our social shopping platform, which also integrates a cash-back rewards program and a mechanism for raising funds for local civic and charitable organizations, offers a compelling value proposition for merchants, consumers and causes. We can’t wait to prove it.

From all of us @Zavee, a happy, healthy and prosperous New Year to all!

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Who Uses Review Sites? You Do (And So Do Moms)

by Ron on Tuesday, November 17th, 2009

LexisNexis has issued its 2009 Online Ratings Survey, an online survey of 561 legal professionals, small business owners and consumers that was conducted by Lightspeed Research in April 2009. The survey has been reported on extensively online, including at XML Journal and WebProNews. The full results are available here. The surprising results of the survey are that small business owners are active users of these sites – even more so than consumers.

Here are some of the highlights:

  • 87% of small business owners surveyed and 63% of consumers have provided feedback on review and ratings web sites.
  • More than half of small business owners and 43% of consumers believed that review and rating web sites mean businesses are held to higher standards.
  • Businesses tended to trust independent third party ratings, while a majority of consumers considered reviews from actual customers to be more trustworthy.
  • Businesses’ greatest area of concern was false and malicious reviews.

More recently, a “mom-centered” site called momconnection.com surveyed 583 mothers with children under 12 (out of their panel of 5,000 moms) about social media and its role in helping them make buying decisions. The study found that utilization of social media was very high: 81% of the respondents said they were members of Facebook (but only 23% had Twitter accounts) and 60% reported visiting a social networking site in the previous 24 hours.

Moms Already Social Shoppers

via momlogic.com

The study also found that personal recommendations were by far the most powerful drivers of purchasing behavior, a phenomenon we have noted before. In its research brief on this study, Mediapost found it “surprising” that only 24% of respondents reported using Facebook in making a purchasing decision, and that far fewer used MySpace or Twitter.

We don’t find this data surprising and we certainly don’t find it troubling. First, social shopping is relatively new, especially on social networks like Facebook and Twitter which only recently have become business-friendly. Just as overall utilization of social networks has increased dramatically over the past few years, we fully expect that utilization for exchanging information and experiences about brands and products will catch up. Especially because, as the research indicates, moms interact with brands at a very high level. Not only did 81% report visiting a marketer’s web site for product information, 36% reported becoming a fan of a marketer on Facebook (which is a little difficult to reconcile with the 24% figure cited above).

What does surprise us is how many major brands haven’t fully committed to social networks as a marketing medium. How can moms be expected to use Facebook to connect with marketers if marketers in the categories moms care about aren’t using Facebook to connect with them? So if a mom says she doesn’t use Facebook to help her decide which breakfast cereal to buy, it may indeed be that she just isn’t comfortable using social networks to crowdsource purchase decisions, but it could be that the brands she cares about haven’t given her a reason to try.

Another interesting finding from this study is how moms get and share information about products. Although personal recommendations are by a wide margin the preferred medium, 41% of respondents report consulting “mom-focused web sites” for information (presumably including the sponsor of the research) and 34% get information from shopping web sites. 54% have shared their opinions by rating or reviewing a product online and 37% have posted about a product in an online forum or blog. For a group that doesn’t obviously include large numbers of early adopters, we think this shows a reasonably high level of engagement with social shopping.

If moms are already using socially-oriented web sites – but not Facebook or Twitter – to help them make better purchasing decisions, it may be that they have figured out which sites offer relevant content and a valuable experience and aren’t limiting themselves to the big social networking brands. That suggests two things: first, that as marketers make better use of Facebook and Twitter they will find a ready audience of social shoppers. And second, that consumers are willing to use social shopping web sites that don’t have the brand strength of Facebook and Twitter, at least so long as they provide value to the consumer. As observers of social media marketing we are confident about the first observation. As developers of a new social shopping platform we are optimistic about the second.

Update: This post about the Maclaren stroller recall illustrates how active moms are on social networks, and how much influence they can have over marketers.

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