The Truth About Viral Marketing

cellCheck out what Marketing Profs had to say about viral marketing. For once, the math looks right. 10 people tell 5, or a million tell 500K. So many expect the opposite – 5 people to tell ten each.

I also liked Dunay’s reference to Duncan Watts’ theory, also noted in Site’s Random Acts of Social Marketing post of a few months ago. Watts says it’s the network itself, not any individual contributor that makes the most difference in the successful spread of a virus. Today on MarketingProfs, Dunay rightly cites not the message content, not the viral mechanism, but the network properties of the “bored at work” segment as the determining agent in the spread of a meme.

Although, message content that includes information about a public figure with a personality disorder (Perez Hilton, W., etc.) does help!

Twittering Mad Men

betty_draperI was thrilled to find a replacement for my dearly departed loved ones, Six Feet Under and The Sopranos in Mad Men, my new crush. I was a slow convert, but to steal a line from Peggy Olson, “It stays with you.”

Also entertaining has been the back and forth between AMC and Twitter over the Mad Men cast that showed up as personae on the Twitter messaging network. It appears AMC made a stink at first, but then starting drinking the social media Koolaide, in the end, applauding this kind of fan engagement.

It’s also been speculated that AMC is really behind the Twitter cast of Mad Men in the first place. Their Twitter profile pages do look suspiciously on-brand and well-packaged. It would surprise me if AMC were as social media un-savvy as the affair would lead us to believe. Getting upset by the fact that community engagement has a life of its own is so over.

2008 Digital Outlook

aarfOne of the projects I was involved with while at Avenue A | Razorfish back in 2005 was to assist in the production of the inaugural Avenue A | Razorfish Digital Outlook Report. A woman in the PR department introduced the idea during a weekly marketing meeting and off we all went pulling together content for what was to be an 8″ x 11″, 28-page pdf. This modest little document was first introduced in the company newsletter, slant, eventually settling in as a download on the corporate website to be used mostly as a PR and sales tool.

The report was an enormous hit. As editor and publisher of slant, I marveled that it was downloaded nearly ten times more often than any other article in the history of the newsletter and that it continued to draw downloads well into the year.

Last week, I had the occasion to visit the newly consolidated Manhattan offices of Avenue A | Razorfish in Times Square. I reminisced with ex-colleagues about the Beach Street and Fifth Avenue days of old, but I found the multi-floor open space on Broadway an impressive breath of air smacking of that oh-so-lovely fragrance, success.

I entered the bright new offices and straight away noticed a beautifully designed and produced stack of premium little reference guides on the reception desk: The Avenue A | Razorfish 2008 Digital Outlook Report. In three short years, the 28-page pdf had grown into a 158-page coffee table book. Substantive and smart, I was happy to pocket this lovely piece and add it to my personal reference library.

The day Microsoft’s $6 billion purchase of AA | RF was announced my phone rang at 7:30 am with the news. I was no longer with the company, but called all my old pals who were still there to congratulate them. It was a fun day for a lot of people. I was a bit giddy myself. Even today when I consider the story of how they went from $140 mm to $500 mm in twenty-something months and sold for twelve times revenue – I’m still a little breathless.

As I shook the hands of my old Razorfish colleagues last week, I couldn’t help but feel a surge of pride. It was this collection of thinkers, strategists, creatives and analysts that created all that remarkable value for which Microsoft was willing to pay one a heck of a premium.

As I flip through my 2008 Digital Outlook Report, I also feel a surge of pride. From “Think Social Marketing in 2008”, to “Expanding Behavior Targeting”, I can’t help but see it as one of the legacies of slant, my little newsletter that could. The days of constantly hounding our brightest talent for case studies and opinion pieces are fondly recalled.

And there they are still, these thinkers and their thoughts. Now in airy Manhattan offices and four-color press. Well done, little Fishes.

Social Media Strategy and Executive Blogging

imgres-3More and more, execs are being prompted by their boards, their PR staff and their agency partners to blog. They know the importance of social media. They’ve seen the number of social media-focused panels triple and quadruple at their favorite marketing conferences from ad:tech to TED. They are beginning to listen seriously to what their customers are saying about their products and brands with social media monitoring tools and are even facilitating more consumer-driven dialog by building community platforms for customer feedback and ongoing dialog.

But when it comes to writing their own blog, marketing execs often are slow to start because they don’t know what they want to say.

I thought this recent post by the CMO of Prosper, an auction-based peer-to-peer lending site (and, yes, a Site client), was a terrific example of exactly what a marketing executive blog post ought to look like:

1) It’s timely. The subject of the post is an initiative Prosper was to launch that week.

2) It’s personal. The post speaks to Catherine’s personal and direct experience with the initiative.

3) It’s a gateway to more content. The post includes a number of links to other parts of the site giving readers a number of avenues for more content.

With all the pressure on CMOs today for accountable, metrics-driven, move-the-needle marketing, it can be difficult to justify pausing your bottom-line focus to write a blog post.

But to my mind, executive participation in social media is a crucial part of a comprehensive social media strategy. Even if we have the listening technology, analytical staff and community marketers to build a relationship marketing nirvana, publishing our thoughts about the business, the brand or the industry and inviting public comment should always be a part of our social media marketing plan.

Random Acts of Social Media Marketing

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An interesting debate about the nature of social trends has been launched by Duncan Watts, a network theory scientist who challenges much of Malcolm Gladwell’s assertions about social trends in his breakout best-seller, The Tipping Point.

Central to the debate is the relative importance of influencers – those critical dialed-in, friend-laden, early-adopters behind whom the rest of us tag along mimicking their behavior and consumption habits. Gladwell’s Tipping Point expands upon a several decades-old theory that puts extra weight on these anointed influential few who marketers and politicians love to court. Indeed, if we agree that “one in 10 Americans tell the other 9 how to vote, where to eat, and what do buy”, all we have to do is find and persuade that 10% and we’re home free.

Hogwash, says Watts. The emergence of a social trend is governed more by the social environment at the time than anything else, he says. Like a wildfire, if conditions are right, the meme spreads no matter who started it or who carries it.

Having cut my marketing teeth before the Internet was a twinkle in anyone’s eye, this view has appeal. I still recall with wispy reverence the hollowed maxim that “the job of the marketer is to find a gap in the marketplace between what exists and what is needed and fill it.” The implication being that the marketplace is more to be surfed than manipulated.

Marketers of emerging technologies, of course, can’t look around for appetites to satisfy, they have to create them. They champion technologies that no one ever has heard of let alone needs. The benefits of many Internet technologies – especially social media technologies – are a challenge to articulate in the early going because their utility depends upon wide-spread adoption. It’s like always being the first telephone salesman in town (“Tele-what? Who would I call?”). If I were that guy, I too would target the visible, the connected, the influential town elite and hope that telecommunication catches on in Peoria.

But I’ll tell you what else I’d do. I’d target a few people at random as well, because when it comes to pushing memes through a network, what I like most about what Watts has to say is that it’s the random connections that seem to make the most difference. Highly connected network nodes, or network influentials can connect you quickly to all the contacts in their particular cluster – the president of the Rotary or Junior League in our small town example. But it’s the random traveling salesman or church choir member who may not fit into a well-defined social cluster who spreads the growth of a trend to places you may never have imagined.

Social Media Makes It To Salt Lake

salt_lakeI’ve always liked Salt Lake City-based Omniture as a company who does it right. When they morphed their tag line from something like “Web Analytics” to “Online Business Optimization,” I applauded their move to a broader definition of value. Like they thought they might actually be around for a while and would like to continue to grow their market and grow their capability set.

While many Internet marketing apps narrowly define themselves in an attempt to capture the coveted “owning of the category”, so they can capture the even more coveted “big dollars on acquisition”, Omniture always appealed to me as one of the lone long-haulers. In this day of ever collapsing cycles of birth, life and extinction in Life in a Web-based Application Service Provider, a business plan that thinks more than eighteen months into the future is a nice refreshment.

Short-term vision is increasingly standard practice to my observation and occurring in the most unexpected places. They say Hillary’s greatest miss-step was not having bothered to think past February 5th. Lately, I’ve been more and more delighted to come across an example of an engine that seems to be motoring along well and looks to have the stuff to keep at it for a while.

The first fiscal year after raising $50mm in an IPO, Omniture posted $8mm on nearly $80mm in revenue. Today, OMTR trades at roughly 4x the IPO price. They’ve added to their product suite intelligently, demonstrating a clear understanding of their customer and what their marketplace values.

Yet even with a more traditional business model that seems to value long-term sustained growth, they still impressively have a finger on the pulse of the Ever-Hungry-for-What’s-Next Internet Marketeer. Of course a broadly defined value proposition conveniently allows them to adopt all kinds of cutting edge angles for demonstrating the value of Omniture. The latest, of course is the social media angle, and true to form, Omniture has picked up on it deftly, claiming to help their customers to “better understand the synergies across their interactions with (customers), measure how (customers) engage with online content and social media such as blogs, videos, RSS feeds and more.”

And although we all know that the metrics and ROI around an investment in social media marketing are still a bit fuzzy, you can always count on Omniture to at least take a stab at it: “With the insight provided by Omniture, (our customers) are able to better ensure the right content is featured, increasing (customer) loyalty and optimizing their ad spend.”

The Valuation Math Scares Me, Too

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Social sites are the darling of the VC world at the moment, but a lot of people in the business are wondering about the scary valuation math. Again. Techcrunch’s coverage of Yelp’s latest and fourth – yes fourth – round of financing lured a tone of skepticism from nearly all who commented on the post. After two years and $31mm invested, the still unprofitable Yelp! is valued at $200mm. Come again? A figure twenty times the undisclosed-but-rumored-to-be sub $10mm annual revenue mark.

One of the best things that came out of the bust to my mind was that the industry learned to stop confusing eyeballs with valuation. Or has it?

Remember the documentary startup.com? Internet entrepreneur is introduced by his press agent to a Rockerfeller at an event. The intro line includes, “and he’s raised over $60mm in seed capital for his venture.” To which the Rockerfeller responds, “Yeah, but does he know how to make money?”

A great idea is a great idea. The ability to develop a large audience is an impressive thing. Running a profitable business is an altogether different beast. I was hoping the near-death experience many of us went through back when would have shaken some sense into people in charge of the valuation math. We’ll see …

May the Best Community Manager Win

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In The Vanishing Establishment, Nicholas Confessore cites decentralized organization and fundraising as one of the major assets of the Obama campaign. Hillary, he observes, has been left vulnerable by her old-style, establishment-cozy program of reliance upon an elite few for the core of her support. While she has tapped the relatively small number of heavy-weights in her corner for all they can legally provide, he can continue to collect a little bit from everyone in a widely distributed base of everyday folk.

Razor-sharp focus on high points of leverage was once standard practice for business, government, the media – you name it. Sharply hierarchical organization has long been the vehicle of choice in wealth and power creation from the Roman army to feudalism to the corporation of today.

But these times, they are a-changing. Something to note about what the influential of today seem to have in common: They all pay heed to the self-organized and highly distributed. From Wikipedia to terrorist activity we’re discovering at warp speed that self-organization can work much more effectively than strict hierarchy, and especially so in the production of information goods. And what is politics but the information goods business? Obama, with his highly distributed, self-organized power base, seems the more successful purveyor of information goods to my eye. We shall soon see.

As marketers, we are also in the information goods business. We are also finding out that distributed networks of input drive better and faster product and marketing innovation. Witness Dell’s Idea Storm, a forum for Dell users to share ideas for product improvement. Dell launched Idea Storm after it discovered that a self-organized community of Dell customers and prospects already existed and they were already connected. They were sharing their (sadly, upleasant) Dell experiences on YouTube, blogging about the brand and influencing purchase behavior by a disturbingly large degree. Dell responded to the crisis by harnessing the power of the already connected community and facilitating its growth with Idea Storm.

As she chips away at Obama, it’s becoming ever more clear that Hillary can’t seem to find purchase. Where Obama deftly harnesses the power of the already connected community, Hillary re-tools her message. Where Obama delivers a resonant brand experience to voters, Hillary lodges a “features war”, attacking his product attributes. Where Obama gains momentum, Hillary plays catch up.

As marketers, as business people, we are wise to take a lesson in community management from this increasingly interesting voting season and that is this:

This way of communicating with your community doesn’t work any more: “Listen to me – I’m (better, smarter, faster, more experienced).”

This one does: “Listen to me. I am one of you.”

Malcom Gladwell on Innovation

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I had the good fortune to hear Malcolm Gladwell speak at The Conference on Marketing held in Naples, FL earlier this week. His talk (refreshingly delivered entirely without slides) explored the concept of two distinctive types of creative innovation: Conceptual and experimental.

Conceptual innovation, he argues are those bold, breakthrough ideas that are well articulated quickly and delivered into the world. Experimental innovation is the slow, iterative process of exploration that may happen over a lifetime before it’s gotten right.

Examples of conceptual innovators include Orson Wells, Picasso and Herman Melville. Conceptual innovators tend to peak early – often the value of their output decreasing over time. The highest price Picasso ever fetched for a single painting occurred at the age of 26. Work done in his 60s is valued roughly at 1/4 of his peak prices. And we all know what happened to Orson Wells after Citizen Kane. Not much.

Cezanne, on the other hand, was an experimental innovator. He painstakingly painted the same scenes over and over again, evolving his genius in slow, iterative, baby steps. Cezanne peaked in his 60s, his later work valued at roughly 15 times work done in his 40s. Another experimental innovator, Alfred Hitchcock, explored the thriller genre again and again over a lifetime delivering perhaps his best picture, Vertigo, at the age of 59.

Gladwell argues that much to its detriment, today’s culture has lost patience with the experimental innovators. Musicians are now routinely dropped from the roster if their first single isn’t a blockbuster. Yet the traditional music industry is now in complete free fall according to Gladwell, because “you cannot run a creative business unless you have a combination of Picassos and Cezannes to create lasting value.” Long term, lasting value comes from a portfolio of ideas that include both the bold and groundbreaking as well as those that need iterative experimentation in order to mature.

Moreover, consumers form a very different bond with Picasso and Cezanne ideas. Picasso ideas get a lot of attention, but don’t develop lasting loyalty or significant influence (Friendster who?). Cezanne ideas may take a while to mature, but have much greater impact and create more lasting value over time. The Sopranos, we are reminded, didn’t have much of an audience in season one or even season two. But with a little patience, HBO allowed the writing, the characters and even the audience to mature and the series has now arguably has changed the face of in-home entertainment for a long time to come.