Brain Vibe

social media marketing muses to stay engaged

Pirate Google

Originally I considered Ruper Murdoch a blow hard in his attacks on Google.  I mean, give me a break.  Almost 15 years into the world wide web and search engines bringing content free to seekers, the tide seems to have already turned. It is like Britain taking up the cause to bring the US back into its fold over 234 years after the revolution. Though, there is a bit of a point to be made that is finally coming to the surface outside the Australian mud slinging.  Content produced is an asset for news organizations. In any other media industry such as TV, movies, and music, copyright protection laws preserve the asset. Why not news content?

Compare online media to television media.  TV is not free as consumers have to pay for the connection on average of $600 per year and as high as $2000 depending on the service.  Fees are pushed back to service providers from the content network of about 3¢ to 25¢ per subscriber which is included in this subscription service.  Google on the other hand acts as a service provider like a cable tv company and pays nothing.  In fact, it makes money off servicing advertisers both in delivery of advertising though PPC  and through Doublclick by placing ads on content provider sites such as News Corp’s.  MSN/Bing and Yahoo! are the same.

Now you can say that News Corp makes money by selling placements on their websites but as we see, this doesn’t pay the bills.  Revenue from subscriptions dwindles and isn’t re-cooped through fee collected from Google or any other search engine or advertising network.  They can add more placement space but this diminishes the experience and dissuades visitors in the long run that can actually hurt their advertising revenue stream with reduced visitation.

There are a few ways to alleviate the issue:

  • Google and other search engines pay fees to content networks.  However, how do you distinguish a News Corp from a blogger?  At least in tv there are limited number of content creators.  The web has millions.
  • Internet service providers collect fees in their subscriptions related to “premium” content and manage access to sites similarly to cable or satellite services.  Although today, ISPs are not necessarily set up or have the infrastructure to do so.
  • Google is looking at limiting search results to content on sites like those of News Corp.  This will only go so far and may actually hurt ad revenue in the long run.
  • Content providers can add code to block search engines but again, this can hurt ad sales by blocking ad networks and PPC.
  • News sites can turn their websites into paid sites to recoup subscriptions.  While sites like the Wall St. Journal, Harvard Business Review, and others do this, revenue is modest and may not ultimately sustain the industry.

Balancing fairness of access to asset content is not an easy proposition.  On one hand the access to news consumers have today is a huge benefit.  On the other, quality news content costs money to produce.  I may not buy a paper or magazine to get my news anymore, but I still highly value quality unbiased information.  I will pay for my news, but news should be widely available to keep us educated and informed.

Tough call.  For now, I’ll rely on Google “pirating” content.  What else is there to do?

Filed under: communication, news media , , , , , ,

Data Governance More Than Ownership

When kicking off data management initiatives a large and key component is establishing the data stewards that represent the data that is collected, managed, and leveraged in business intelligence.  By having these data stewards, and subsequently a data management committee, companies feel safe that the proper data governance practices are going to be put in place.  Not so.  Ownership (=Stewardship)  does not equate to governance.

Many factors contribute to governance and business boundaries can quickly be broken down if you approach governance in business silos.  As you walk through your process of data collection you’ll quickly find that what is considered the preferred source of data may not be generated by the team that determines what should stay, what should be modified, and what should go.  In fact, depending on how you view the data, conflicts arise as to what is considered accurate, appropriate, of the contributing factor in decision and business point of view.

This is something I’ve run into recently when building a business intelligence solution for web analytics.  Even within my own department of advertising executives, views of what transactional data should be considered the record of source is up for grabs depending on who is the recipient of the information and how it is used.  Levels of accuracy vary depending on when data is needed, how it may be used for marketing optimizations, or if it will be used to actualize spending for billing.  Throw into the mix that data feeds coming from vendors are constantly changing as they actualize transactions over the course of days, weeks, and even months, and finding the truth in the data becomes a challenge that defies religious opinion on the subject.

Sorting through the challenges of governance to determine what makes data reliable requires looking at a variety of factors and allowing for multiple views and uses.

  • Reliability of source
  • Time of collection
  • Actualization
  • Business process affected/use of data in decisions
  • Degree of accuracy required

If you will notice, I do not include ownership.  This is the artificial governance.  Ownership in establishing governance only serves to create a framework around the above factors that creates credibility.  Ownership, and then the transformation to stewardship, serves to continuously monitor, enforce, and improve governance around data needs.

Start your data management off on the right foot, don’t confuse ownership with governance.

Filed under: business intelligence, data quality , , , ,

Web Analytics Is Not Just A Campaign Optimization Tool

Web analytics is as much about customer and market intelligence as it is about marketing performance.  Too much focus on the tactic and the marketing funnel and you begin to loose sight of who you are marketing to and why you want to.  This is a trap that many companies fall into and why web analytics is relegated to back room technical types and not at the forefront of helping to define strategies and drive business objectives along side strategy, market research, and customer intelligence.

The anonymous web is not so anonymous.  In fact, there is more known about a customer through web analytics than what you will learn in CRM systems.  Even if you don’t have a name, email, or phone number, there is a lot to be learned about how to engage and convert the right customers because customers explicitly tell you what they like, dislike, and what makes them tick by what they click, comment on, search, and purchase.  So, why are we only using web analytics to measure the marketing funnel?

Customer segmentation is a recognized cornerstone in marketing.  Market research and customer analysis has always provided a rich segmentation of our market and customers but failed because behavior and personas never matched into clean distinctions from a demographic perspective.  Direct marketing and sales organizations require age, income, size of company, industry, location, etc. to filter and pinpoint communications.  Without this data, web analytics is left with the behavior and persona.  That incremental business that was elusive through traditional efforts is now attainable through web marketing and measurable through web analytics specifically because these efforts take into account behavior and personas.

Today, web marketing is still founded and modeled on the fundamentals of direct marketing efforts.  The problem with this is that the rich information of behavior and personas is only lightly touched upon in a keyword or offer copy.  This surface level perspective is only followed up on in acquisition efforts during optimization, thus a simplification of a simplified approach.  A broader categorization and management of targeting and behavioral data needs to be created in order to not only improve conversion, but to also better understand our customers.  Through categorization we have the means to segment on behavior and persona just as we had created segments in market research of our markets.  The benefit here is that the connection is made, you truly do know your customer, and this information can be pushed back up into the overall marketing strategy addressing message, position, offers, as well as targeting.

As companies shift their marketing dollars to online tactics and in turn driving more business through these online efforts, web analytics can no long be about campaign optimization and performance alone.  There are significant customer and market insights that can be gained augmenting and improving marketing strategy to do more than keeping status quo, it can help you gain incremental business by better positioning to your market.

Filed under: Buisness Intelligence, Web Analytics, market intelligence, performance management , , , ,

Engage Customers Online or Offline? Microsoft Goes Brick-and-Mortar

It struck me as ironic that a leading technology company puts in motion an engagement strategy that hinges on a brick-and-mortar foundation.  Microsoft opened it’s first store in Scottsdale, AZ today specifically as a way to better connect to customers.  While it may be an attempt to be on a level playing field with Apple (I hear the Microsft store has a similar format), the fact remains that in each case, these two companies founded on technological innovations feel the need to invest in direct connections with consumers.

What about the promise of social media?  This is where the customers are, online.  This is where and how you need to engage with them.  Blog, create fan pages, converse on Twitter.  Brick-and-mortar is dead as is TV, print, and all other traditional marketing efforts.

The fact is, if you want to grow and maintain your business, you need to offer multiple communication and connection points to your customer.  You need to be where customers are regardless if it is digital or tangible.  Some of your connection points are highly scalable, some are more intimate.  Each serves a purpose in your marketing arsenal.  Each can compliment each other.

I don’t know that Microsoft stores will be successful in the long run.  Gateway, Dell, and other technology companies have tried the brick and mortar model and failed or at least haven’t done well.  I think it depends on how Microsoft defines success of the stores.  If the over-riding strategy is truly to create customer connections over stellar store sales, then the storefront may well prove its usefulness and ROI.  Staying on that course though will be challenging when sales may be low and operating costs are not balanced out.  If sales are important, the coming holiday season may be an indicator if Microsoft made the wise investment.

Filed under: CMO seat, communication, customer relationship, social media marketing , , , ,

Growing with Twitter

Usually not my style if you read my posts regularly, but here is a rant on Twitter spammers.

It has taken a long time to grow my followers on Twitter.  I don’t have that many and I follow fewer.  The number of followers is vastly lower than the number that signed up to follow me to begin with.  Some of this has to do with how I use Twitter in general.  I converse with those that I find interesting (small number) and lurk on those that seem to always point out great posts.  TweetDeck is my preferred tool it it helps me track and bucket to keep things organized.

The problem I have is the spammers.  At first it was comical.  ’Trixie’ tries to entice me to follow her with a sexy picture and nothing to say.  Sorry, this girl – me – isn’t interested, I’m happily married and my husband even laughed at your picture.  Then it became a nuisance with get rich quick schemes using Twitter.  Now, I’m starting to feel a bit militant.

The spam reporter on Twitter has become my best friend.  Just in the past 15 minutes I have had 9 new followers, some with the same picture and different name, and all spouting how to make money on the internet or Twitter.

Oh wait, now there is 10 – one just came in…

It has been this way ever since I posted legitimate news of revenue generation using social media.  Maybe they think I’ll be their new best friend and promote their trash.  Or, maybe they think I blog and Tweet for money or want to, which couldn’t be further than the truth.

What concerns me is that I miss too many of these spammers, or ones that are more sophisticated and harder to spot. I worry that that this causes people that I actually want to follow me and maybe follow and communicate with to not follow, unfollow, block, or even report me as a spammer.  The reason I say this is I look at the people that follow me.  I want to see that there is something to share and gain from the connection.  I look not only at people’s tweets but, I also look at their profiles, companies, and the people they follow.

Oh god, another one just came in…

I’m a marketer and work at an agency so I ‘get’ the need for promotion and advertising.  I know there are the spammers out their that haven’t got a clue they actually are the bane of my industry’s existence.  It is the one’s that clearly are bottom feeders that make Twitter at times unbearable.

That makes 12…

I’d given the benefit of the doubt to some as everyone has had to learn how to use Twitter and make it effective for them.  Although, at this point, I’m glad Twitter has grown up and provided spam blocking.  I don’t need to grow my follower list beyond quality connections.  I also want to protect my reputation as a non-spammer.  I guess with every marketing communication tool out there you get the spammers.  I just wish my follower list and email box wasn’t full of it.  What concerns me mostly is that Twitter becomes obsolete as a network because of the spammers.  I’d hate to think that Twitter could turn into another MySpace.

13 just came in…

Looks like a long day of cleaning my Twitter follower list.

Filed under: social media ,

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