Breaking Up: Customers Dump Brands On Networks

"There isn't any question that social media has become an increasingly important part of organizational communication. And although some people still call it a bandwagon, the general conversation about social media has transformed from convincing companies to consider it to teaching them how to implement tips and tactics.

But are tips and tactics really enough? Maybe not. Sometimes trying too hard to "woo" customers can alienate them more than win them over.

Social media can engage or irritate. It's all about communication.

At least that might be the takeaway from a study conducted by Relevation Research. It found that 52 percent of consumers have subscribed to a company or brand via a social network. But of those, one-third of them will dump the organization or brand after a few short weeks or months.

But that's not the worst of it. After those customers dump the brand, they are more likely to distance themselves from the brand online. Many report that they develop a negative impression of the brand. And, as a result, may shop less, spend less, or even turn to competitors.

"At present, marketers are too cavalier, and even abusive, with their approach to social media relationships because it's a powerful tool which can pay off but only if used thoughtfully," said Nan Martin, managing director at Relevation Research. "It's that very thin line between courting and annoying. Right now some brands are effectively drawing people in, but then undermining their equity by what happens next with their social media activity."

So what's the number one reason that fans or friends decide to ditch the brand? According to the research company, most leave because the brand comes on too strong — acting excessively clingy or posting, tweeting, and joking around too often.

The second most common reason is that the brand fails to engage, offer any additional value, or otherwise ignore the people who have taken the time to like them. One of the funniest lines pulled out from the research sums how people who break up with brands really feel.

"It's not you, it's me," they say. Or, in other words, they signed up because a friend did, lost interest, or simply decided that they liked too many other brands and somebody had to go.

Changing Health Care: Mobile Technology

If you want to consider just how much mobile technology could change lives, consider how it might save lives. One company, ER Texting, is already experimenting with one possibility — providing information that can help parents make decisions on which emergency room to visit based on wait times.

The simple information-based service that taps mobile technology tracks current wait times at children's health care facilities. People who use the service merely have to send hospital text codes to 4 ER 411  and instantly receive the current wait times, hours of operation and direct contact information for participating hospitals.

Cincinnati Children's Hospital and Medical Center (CCHMC) and Miami Children's Hospital (MCH) are among some of the most recent hospitals to utilize these services. Since MCH implementation last May, more than 2,000 subscribers have used the service,

"When examining how to reach our patients and families, we knew we would have to meet them in the mobile space," said Kurt Myers, coordinator of community relations at CCHMC. "Providing an option to receive wait times via text was a logical first step into the mobile arena."

Not only does the service provide insight into wait times so parents might consider an alternate medical facility, but it also provides parents with expectations before they arrive. The service benefits the hospital with three locations too, helping control patient flow by increasing transparency.

Communication ought to augment the service, but the potential is limitless. 

Naturally, parents using the service shouldn't take to diagnosing life-threatening situations — adding additional minutes to their commute time to a hospital in life-threatening situations or opting to drive children who would be better off being transported by an ambulance — it still represents how technology can start to be used as a lifeline for medical purposes.

A few years ago, I was working with the National Emergency Number Association (NENA) and we would frequently discuss the far future of emergency medical services. While the iPhone was still in its fledgling phases by comparison, there was always interest in developing a 9-1-1 service that could incorporate mobile into everyday operations — including the use of video technologies to pre-diagnose when patients called (giving first responders a pre-assessment of the scene and giving hospitals more information before arrival).

The wait time text messaging service certainly expands upon that concept, driving future life-saving concepts toward two-way communication models. Perhaps one day, patients will be able to call 9-1-1 and receive emergency medical assessments and direction (including visual aids) before the ambulance arrives. Or, if medical transport isn't needed, which hospital would be best suited given wait times and specialties. Cool stuff.

Writing: How To Write A Social Media Book

Every now and again someone asks me why I don't write a social media book. I've been asked so often, in fact, that I don't have an answer that doesn't feel redundant. So maybe it's time I did it!

After all, the world needs more social media books. There are only 138,243 listed on Amazon and all of them are brilliant. Ninety percent of them have 4-star ratings or better. Some of them, usually those with the word "strategy" in the title, always earn five stars, especially when they are accompanied by at least one reviewer who says "this will be the last social media guide you will ever need."

Never mind that it is always the same guy who says that. The important thing to remember is to find the right untapped title, even if the book is virtually the same thing. So that's how I spent most of yesterday — looking for a title that would drive my content.

It didn't go well. Everything feels taken. Social Media Zen ... taken. How To Be Likeable ... liked.  Social Media Bible ... anointed. Social Media Playbook ... executed. New Rules, Revised ... third edition. Stardom in 30 Days ... out of print. Stardom In 28 Days ... the reason why. Then it happened ...

S.M.U.T. — Social Media for You Too. 
How To Write A Social Media Book.

That's right. Instead of writing a social media book, I've decided that what I really needed to write is a book about how to write a social media book. Not just any social media book — but the kind of social media book that everybody reviews and nobody actually reads!

So, what's inside my new book? Everything that you will ever need to know about social media, book writing, and life in general. I dedicate a good amount of time to writing about life in general because everyone knows the "M" in "SM" really stands for "Memoir."

It's how every social media book starts and ends. You can't be social unless you are transparent. And I'm going to be transparent right now. I haven't written anything. But you'll want to buy it anyway.

You're Only 10 Chapters Away From A Social Media Book!

Chapter 1: Foreword. The first 30 pages will be written by a real social media rock star. A social media rock star is anybody who has already written a book but the book hasn't sold more than five copies. As long as you promise to include their name on the cover "Foreword by the dude (or dudette) who wrote the last social media book nobody read," you are golden. Just remember to pay it forward.

Chapter 2: Talk About You. Who you are and what you did before social media is gold. If you can write about how you were down and out, depressed, going through personal hardship ... all the better. The point is that you have to prove you used a be a schmuck just like they are now, buying all sorts of these books.

Chapter 3: Establish Your Roots. You know the drill. Talk about how you were one of the first people to favorite "Will It Blend" on YouTube. Tell them how you hang out at Starbucks. Chuckle about the Dell Hell campaign. And mention that some Zappos employee once followed you on Twitter. You were there and being there is the same as being an expert.

Chapter 4: Have An Epiphany. Write an entire chapter on how in this weird and wonderful world online, you met some great and interesting people. Make sure to include as many names as possible because these people will be the first to review your book, even if they never see the cover.

Chapter 5: Point Out The Evil. Make a list of all the companies that aren't using social media and give them the face of evil. If evil is too strong a word for you, ignorant or old fashioned works. It doesn't really matter as long as you make the case that it's the little guys against the big guys.

Chapter 6: Talk More About You. Talk about how you started a blog, joined Twitter, jumped on Facebook, etc. This is an especially important chapter because it establishes you as an expert. It doesn't matter how many friends, fans, or followers you have. The formula for an expert is exactly how many friends, fans, or followers you have, minus 10 percent.

Chapter 7: Talk About Everybody Else. Invest a good amount of time distinguishing yourself from other social media gurus, ninjas, and rock stars. Talk about how they game the system and you do not. This establishes immediate credibility, separating you from your fellow snake oil salespeople.

Chapter 8: Make Good On Your Promise. This is where the heavy lifting really comes in to play. You have to make some stuff up that people can do right now to feel like they are making progress.

• Blog Strategy. Leave butt kiss comments on the top ranked blogs and write about them.

• Chime.in Strategy. Post a whole bunch of junk in other people's topical communities.

• Digg Strategy. Write headlines that people want, linked to the articles people don't want.

• Empire Avenue. Buy shares in people who are active and ignore everybody who isn't playing.

• Facebook Strategy. Bribe people to like you with contests and then blast them with content.

• Google+ Strategy. Post about what you do. People will love you and search engines juice+ you.

• Klout Strategy. Beg for people to give you +K and then brag about your score.

• Pinterest Strategy. Pin pics all day, every day, and repin the pins of people who like them.

• Twitter Strategy. Follow everyone on Thursday and then unfollow them all on Saturday.

• Quora Strategy. Ask your friends to write questions you want to answer and answer them.

Chapter 9: Motivate People. Rehash everything you just told them, except throw in some motivational self-help tips and quotes from famous people. Einstein is always a good one. "Great spirits have always encountered violent opposition from mediocre minds," he said. You rock star!

Chapter 10: Wrap It Up. Write about how social media changed your life and how you know it is going to change their lives too (and maybe their companies). Make sure you include all the places they can connect to you and how you now consider them kin — part of your special club and inner circle because you like people like you and they like you too.

See? I told you so. This is the perfect social media book about writing social media books! All you have to do is write 10-20 pages to fill each chapter (with the foreword being 30 pages long) and you can be the next person to have a gold mine of popularity and influence. All the cool kids know it and now you do too! A social media book is, after all, the best business card you will ever have.

April Fools! Hope you enjoy. For past lessons in social media, please see The Mushup Strategy, Bronx Zoo Influencer, SME: 14.0, Clout Bellies, or almost anything labeled satire. Have a great day!

Branding Power: The Bank Of Apple, Part 2 of 2

On Wednesday, I shared the interesting outcome of a survey conducted by strategic and research consultancy KAE in cooperation with online pollster Toluna. The study they conducted revealed that 10 percent of the public and almost 50 percent of all Apple customers would choose the Bank of Apple over all other bank brands.

While the survey is still speculative, there is always the possibility that Apple could reinvent the banking industry much like it helped shape the music, video, telecommunications, and publishing industries. The technology already exists to do it.

But more than the news itself, we considered how powerful a properly managed brand can become, eclipsing institutions with years of experience in one sector simply because the winning brand has continually demonstrated that it can improve any industry it happens to set its eyes upon.

Even people who aren't fans of Apple sometimes ask how it could build a company as admired as Apple overall. The answer is easier to deliver than execute, but it's remarkably simple. A company that wants to develop real brand power — enough that people will trust it outside of its own niche — has to stop worrying about profits alone and nurture something less tangible like character.

The five Ps of creating a dynamic and unforgettable brand. 

Purpose. Define who you are and what you are to offer-- a mission that defines what you do, a vision that defines where you will go, and the values you will employ to get there. It establishes the voice and character of an organization, and the willingness of a company to stay true to it makes all the difference.

Product. Innovation is sometimes in the eye of the beholder. While the most successful companies innovate products and services that the world has never seen, it can be as simple as making something more accessible or delivering it faster or creating an experience around it. Whatever that contrast in the market might be, the most critical element is meeting or exceeding expectations.

Promise. All successful communication is designed to change behavior, whether it invites someone to try a new product, shop at a new store, or help redefine an industry. Marketing, advertising, public relations, and social media not only generate attention, but also set an appropriate level of expectation.

People. It's not enough that products and services operate within the mission, vision, and values of a company; the people have to adhere to those qualities too. When done correctly, each individual person-to-person contact reinforces the brand and reputation of a company just as much as the product. The goal, through international communication and operations, is to empower people to realize the vision of the company just as much as the executive team.

Public. Perhaps even more so than years prior, companies are not only judged by their customers but also by their presence within the communities in which they operate. Sometimes it is just important for a company to meet the expectation of the friends and family of customers as they must meet those of their customers.

The character-driven brand will thrive in the future. 

Apple isn't the only company that seems to have crossed this threshold. Virgin was founded on some of these same ideas. So was Google. So was Castle Rock. So was Zappos. So was The Four Seasons. On the front end, scores have been (and some even remain) committed to those companies to this day. 

At least on the front end, all of these companies and others were less concerned about profit and product (although some leveraged product price as a means to reinforce their brand) than any of these five areas. Not only did they know the obvious, but they were unafraid to execute it.

When you think about companies almost like you might think about character development, everything is a little easier to understand (even if it is a little more complicated than that). People who nurture their character tend to excel in their professions, earn more money, attract more friends, and earn more respect. And even if all things do not come right away, they are still content in being beneficial.

People who do not — those who are always looking for an edge, chase money or steal, undermine others to look better, and insist they are entitled to authority — might experience short-term gains but eventually sputter out or perhaps even build entire organizations of discontent. There are scores of those kinds of companies too, Budget Rent A Car, Netflix, NS Goldman Sachs to consider a few.

Branding Power: The Bank Of Apple, Part 1 of 2

Two years ago, there was a little-read post that speculated what might happen if Apple opened a banking or credit card division. Most of the speculation centered on Near-Field Contactless (NFC) technologies, which would enable payments to be made with a phone; no cards, inserts, or swipes.

This year is a little different. Strategic and research consultancy KAE in cooperation with online pollster Toluna didn't focus on whether or not Apple could open a banking division based on technology but rather the willingness of customers to bank with Apple. Ten percent of the public, almost half of all Apple customers would.

The real value of a brand is elevated trust.

Some people never go further than the latest valuation of a brand — Apple is valued at $39.3 billion — to determine its worth. But with the simplest of surveys, KAE demonstrates what brand value really means.

The reason people would bank with Apple, a field in which it has never operated before (unless you make the connection that shopping carts are close), is the high level of trust. Sixty-six percent, in fact, said that their trust in the brand would sell them alone. More than half said they expect Apple would make banking easier and more reliable. Many wouldn't expect the company to open brick and mortar banks.

"Apple would face no capital constraints in building a deposits base. With a proven ability to cross-sell additional products, along with the highest sales per square foot of any retailer and affluent customer base, it wouldn't take long for Apple to become one of the most profitable banks in recent times," said David Rankin of KAE. "Once the power of the Apple brand and its options for growth are understood, it tends to prompt one of three responses from financial institutions: accelerated invention, defensive benchmarking, or blissful avoidance."

In recent years, especially with disruptive innovations that include iTunes, phones, tablets, and even the near perfect prospect of iBooks (there are a couple more advents the company needs to kick publishing out of the ball park), Apple has consistently demonstrated it can reinvent how industries are perceived, elevate expectations within those industries, and then either meet expectations or even exceed them.

A logo alone is not what modern branding is about.

In looking at communication trends among top performing brands, there has been one standout among those brands like Apple and Google racing to the top and unseating some of those that held the reins for a long time. These companies in particular are less interested in managing their reputations and more interested in managing their character.

How can that be? For companies, character isn't merely an assignment of an individual's trait to a group. It's really a manifestation of corporate culture — the company's ability to do what it says it will do with some exceptionalism at every level of customer contact — product/service-to-person, person-to-person, public perception-to-person.

That's not to say that all things will be perfect. Apple, much like Google, has its share of detractors and sometimes questionable decisions. But mostly, it consistently delivers on every point of contact — at least as good as it says it will (which is often more important than being number one in every category). Any company can do it, assuming they choose to. We'll take a look at the steps on Friday.

Blundering Pundits: Etch-A-Sketch Candidates

Having worked on, reviewed, and analyzed hundreds of political campaigns and crisis communication scenarios, I'm among the first to admit that communication gaffes can be costly. But don't think for a moment that any loss of momentum by the Mitt Romney campaign can be tied to senior advisor Eric Fehrnstrom's ill-advised analogy that the campaign is like an Etch A Sketch. There's more to it.

Most communication gaffes don't cause people to win or lose elections. They merely become a de facto moniker or brand that best sums up the weakness that a campaign team has been struggling with all along. For Romney's campaign, Fehrnstrom accidentally summed up the greatest weakness — people are still unsure whether Romney will do what he says that he will do. It's a matter of trust.

Communication gaffes don't kill candidates. They merely articulate any weaknesses.

There is no doubt that this single well-meant misstatement will go down in history as one of the worst, joining several others: the infamous picture of Michael Dukakis in an M1 Abrams tank during the 1988 presidential campaign; the "Dean Scream" by Howard Dean during the 2008 presidential primary after losing the Iowa caucuses; and Sarah Palin's inability to explain how Alaska's proximity to Russia gave her foreign policy experience during an interview with Katie Couric.

But while all of them are memorable, it's important to consider that it was not the gaffe but how the gaffe symbolized much deeper issues that made the difference. Dukakis, Dean, and Palin's gaffes didn't cost anyone an election. They only perfectly summed up deeper campaign problems, much like this one did.



If there is a lesson to be learned, it's as simple as this: never be so articulate that you make yourself a slave to your own message. And given that everyone is jumping on the Etch A Sketch comment, including the current administration, it seems pretty clear that this is one of those moments, but only if Romney's team cannot recover. There isn't much they can do to recover from it, except one little thing that carries a risk.

The Etch A Sketch gaffe is an opportunity to be humble, human, and approachable. 

Although he didn't personally make the remark, he might as well have. To date, the campaign seems unable to seize the moment, attempting to be too serious over a message meant to appeal to conservative and moderate voters.

Instead, Romney would have been better off defusing the moment by making fun of it. He should have shown up somewhere with his own Etch A Sketch, poked fun at the comment himself, and then used it as an opportunity to reinforce his positions — not with broad boasts of conservative ideologies or elaborate explanations that sometimes require Cliff Notes but with specifics that only a human can deliver. And that, right there, is why Romney faces competition. He has yet to be human enough.

On the bright side, Etch A Sketch sales are rising. I guess nobody realized how magical they can be.