237 individuals come together for a noble cause

Early this year, 237 bloggers from the marketing, research and associated streams, from 15 countries across the world decided to partcipate in a collaborative venture called the 'Age of Conversation 2' to raise money for Variety, the children's charity. All proceeds from sales of the book, available in hardcover and softcover editions, as well as a downloadable e-book, will be donated to Variety, the international children’s charity.

My chapter in AOC 2 on "Interactivity in the digital age" talks about improving the interactivity of an online marketing communication tool for better brand communication. The thoughts included in the chapter are based on my research paper: "Improving Corporate Blog Interactivity for increased brand communication" which can be downloaded from the research library at Customerthink-the global thought leader in customer-centric business strategy.

The primary thought behind the book-

The marketing industry is abuzz about how citizen marketers are changing the landscape, and these books capture that new phenomenon from a uniquely global vantage point.

The Age of Conversation 2 is available as a downloadable e-book, at a cost of $12 and a limited number of printed books in hardcover for $29.95, and softcover for$19.95.

Purchases can be made online at lulu.com. More information can be seen online at the Age of Conversation.

Keywords and content attractiveness

Having the right keywords for your blog-

Keywords are words you need to have on your blog that search engines look for as they crawl through your site, helping them categorize your blog’s content. They obviously are also the words people type into a search engine and need to be on a blog to help it appear in the search results.

That's the premise of internet marketing.......

As I sprinkled the right keywords, through a set of posts on my blog to aid categorisation, a post on the 4 C's of marketing, placed over 15 months back, surprisingly has garnered the highest volume of hits. The ability of the most basic concept of Marketing to generate that volume of interest on the internet as a medium, is interesting to note.

Food for thought:The correlation between keywords and ability to generate content attractiveness in a corporate blog would be interesting to look at.

Corporate Blogging Series VIII-Driving Consumer Engagement through a corporate blog

General Motors has been using it's Corporate Blog as a marketing tool to change brand perceptions and build consumer engagement.It would be interesting to know how the kind of content posted by an organization drives consumer engagement.

My article on Customerthink
A Troubled General Motors blogs to connect with it's customers
which has been featured under the category CRM, has been created out of findings of research being pursued on a set of corporate blogs to look at content categorization and how content attractiveness can build consumer engagement, which is an integral component of the CRM endeavours of any organization.

Social CRM-Finally......

Finally!!!

Recognition for Web 2.0 as a tool for CRM!!!

Courtesy: Oracle

An Oracle Appcast with Oracle V.P, CRM Solutions

While summarising the state of CRM industry, Anthony Lye, Vice Prseident, CRM Solutions-Oracle talks about changes in the CRM Technology in the last 3 years, where he highlights the emergence of Web 2.0 as a tool for CRM.

Relevant points-

1.Emergence of web 2.0 and its ability to extract innovation by enabling people to participate, socialise and collaborate has generated huge opportunities.

2.Web 2.0, by ushering in an era of collaboration and social partiicpation, has, for the first time in the history of computing, brought about the fact that technology on the internet leads technology on the intranet.

Key points relevant to Corporate Blogging here-

A Corporate Blog-a Web 2.0 outcome, is an excellent tool in an integrated organisational context, for the dimensions of-
a)Interactive Marketing
as an instrument in the value chain, specifically in terms of communication of value to the customer.
b)Branding
as in ability to create a brand image by influencing consumer perceptions and hence diverting greater traffic to websites.
c)The Customer Relationship
as in a vital tool for consumer engagement.

As per my suppositions in this field an year back,
i)Customer Acquisition and Customer Retention were the twin CRM objectives for any organisation(Shainesh)
ii)Customer Acquisition was a result of collective organisational efforts directed towards marketing and branding.
iii)Retention was a result of the organisational ability to drive brand loyalty through directing efforts towards customer engagement and satisfaction.

Just when the entire contribution of Web 2.0 to the entire fabric of marketing, branding and customer relationship was on the verge of going down in history under the segment of 'Interactive Marketing' alone, merely for want of acceptance from a reputed name in the field of CRM, the announcement by Oracle has been timely!!!

With Gartner recognising Corporate Blogging and Oracle pitching in for Web 2.0, the evolution process of Social CRM, over the next couple of years, will be interesting to watch.

Branding and Marketing in the Web 2.0 world

The application of the participatory nature of Web 2.0 and the ability of viral proliferation is being leveraged by the Marketing function.

Peter Kim's list of 162 brands using social media for marketing

As organizations struggle with market coverage and penetration strategies, Web 2.0 offers numerous tools to aid the organizational endeavour to reach the consumer.
With a distinct price advantage, and the ability to build a brand online, building brand identity, meaning and forging brand relationships seem to be the order of the day.

A Corporate blog is a perfect tool for connecting a well defined brand strategy to online presence enhancement. Provision of the capacity for monitoring consumer responses to a brand through the user comments,will soon bring corporate blogging into mainstream adoption.

Emergent Social Software Platforms-The list of FAQs

Professor Andrew McAfee at Harvard Business School has compiled an exhaustive list of the frequent causes of organisational dilemmas towards adoption of emerging social software platforms.Primarily relevant to the set of organisational setups who are still very skeptical about the possible chances of misuse of these platforms by employees.

A must read-
Some questions you might get asked

Professor Mc Afee's research on enterprise 2.0 is a reference place for organisations attempting to weave these social software innovations into the corporate setup.

Further reading-
Web 2.0 in the enterpriseby Michael Platt from Microsoft.

Corporate Blogging Series V-8 reasons why organisations should blog.

Andrew Rudin's post at Customerthink raises a pertinent question with respect to an ideal social media tool for salespeople.

My take on this-

Social media is a good tool to track prospects through social networking sites and highlight product benefits. The negative implication obviously lies in this being a short term solution.To work on that, salespeople can team up and form online communities which can also help reduce post purchase dissonance or doubts and at the same time help the organisational customer centric strategies by allowing a peep into the consumer mind through analysis of the member conversations.

My view on the right social media tool for the job is an organisational blog.There are too many shiny new web 2.0 objects,and social networking sites can help form groups faster(so a good short term approach) but i still think that a blog may make more sense.

1.The blog can serve as a virtual brand communication tool and selected salespeople can join hands and benefit from each other's posts and consumer comments.It is easier to update than the organisational website.

2.By posting content relevant to the consumer organisations can give them a reason to revisit the site.

3.A blog post will optimise better on search engines.

4.It will equally serve the purpose of a community.

5.Ownership of an employee contribution on the organisational blog lies with the organisation.

6.Blog audiences appear to be more focussed- so discussions will be more meaningful.

7.The organisation can link back to all consumer evangelists blogging about the organisational products and hence try to reign in the consumer generated media to some degree.

8.The organisation can participate in the online dialogue that consumers or the relevant industry as a whole is involved in.

9.Tracking and monitoring consumer sentiment becomes easier.

As I researched varied types of content on organisational blog posts, I was able to identify at least 25 different types of the same. A factor analysis should help categorise the same into relevant content categories.

Somewhere this appears a more subtle, more relationship marketing way of getting a customer...doesn't it?

The Forbes Business and Financial Blog Network

Last month my mail inbox had an email with the following subject-
Business and Financial Blog Network: an invitation to join: Forbes.com

The text ran something like this-

"You are invited to join the new community of the high quality business and financial bloggers from Forbes.com. Our community, the Business and Financial Blog Network, was launched in March, 2008.We chanced upon your blog in a google search........

The Blog Network’s content will focus on senior business decision makers and high-net-worth investors. Topics will be relevant to the banking, trading, hedge fund management, affluent investing, and senior business decision-making communities. Participation in the network is by invitation only, and all blogs are vetted by Forbes.com editors for appropriate content, and to ensure that they are in keeping with the Forbes editorial brand.
Your blog will be promoted to our roster of blue-chip advertisers and we will only run campaigns that are appropriate for the audience. "

I joined the network and for all those bloggers who would like to do the same, click on the network ads located in the right margin or in the footer and then let forbes take a call....
For those interested in hosting ads on your blogs, look up Google adsense.Google AdSense matches ads to your site's content, and you earn money whenever your visitors click on them.

Happy blogging!!!!

Corporate Blogging Series IV:Content Attractiveness and the Consumer.

Debbie Weil’s post on tools to measure the success of a corporate bloghighlights the usage of Google Analytics to measure statistics, page views, unique visits, time on site, maximum page views and feedburner to track RSS.

She also talks about inbound links to the corporate blog. Technorati rankings make sense, but I still feel that Technorati Authority will be a better measure. The take on comments is relevant, as comments appear to be a better measure of consumer interest than no. of unique page visits and time spent by a user on an exploratory search, who happened to land onto the particular webpage. Though useful from a long term point of view for generating brand impact, of greater interest to an organisation is a somewhat ‘engaged’ user who is significantly emotional about the brand enough to comment on an organisational post. What is more interesting here, than the kind of post which garnered the maximum views is the kind of post which garnered the maximum comments!!

Blogs attempt to change the flow and balance of information and try to shape perceptions by presenting a unified mass market branding image which can be confronted by a counter flow of dissenting opinions, alternative sources of information and messages.It is these opinions which are reflected through the user comments that are significant.

In this context, a user perception survey for content on a corporate blog can help categorise content into different categories. Further, ascertaining no. of comments per post in each category separately and statistically analysing the same can add value to the process of generating accountability for a blog.

Content attractiveness may well hold the key to building consumer engagement through social media.After all, a post responding to a brand related controversy may generate far more consumer interest than one about the organisation's CSR initiatives!!!

Corporate Blogging Series III-Consumer Engagement,Technorati authority and CGM

Research clearly indicates that organisations have accepted 2 facts-
1.Cultivating a respectable level of customer engagement is a strategic challenge.
2.The volumes and degree of consumer engagemnets will have long term implications for a firm.

Let's take a look at social media's role in this entire talk about consumer engagement.

Mario Sundar at the Linkedin Corporate Blog lists the top fifteen corporate blogs on the basis of their technorati authority.

Technorati authority is a measure of the number of blogs linking into the blog under discussion.In other words, technorati authority is indicative of-
1)Popularity of a blog as in terms of voulme of readers.
2)Volume of user generated content about a blog, with those many other users having generated content regarding that particular organisation, brand or product.

For the purpose of this discussion on corporate blogs, let us assume that a significant number of visitors to the blogs in question are customers-prospective and current.

Further, as per Ghuneim’s typology of engagement, a customer who comments on an online organisational initiative measures ‘medium’ on the degree of engagement continuum while a customer who creates content, as in blog about an organisation, brand, product, or service rates as 'highly engaged'.

Hence, the technorati authority can be safely assumed to be indicative of the volume of significantly ENGAGED consumers.The study of CRM could significantly benefit by taking into account the technorati authority of these corporate blogs, to track the volumes of consumer engagement.

Some observations-
1.There is a positive correlation between the reach(percentage of global internet users who visit the site) of a blog(source:Alexa.com) and the Technorati authority of the corporate blog.
2.There is a positive correlation between the Technorati authority of a corporate blog and the volume of Consumer Generated Media(source : Blogpulse).

Engagement refers to the creation of experiences that allow companies to build deeper, more meaningful and sustainable interactions between the company and its customers and appears to be the first step for any corporate towards building consumer loyalty, satisfaction, involvement and evangelism. Social media sure seems to provide a way.

Corporate Blogging Series II: Blogging and the Brand

Perusing through several corporate blogs to understand the objectives behind their existence, customer aquisition and retention appear important thoughts behind the strategic management decision to host the same.

To promote Customer Acquisition by building brand equity by
a)Showcasing organisational growth
b)Clarifying organisational vision, opinion and direction for consumers,
c)Image Building and
d)Brand Building

Acquisition is a vital stage and a focused and contextual interaction with the customers is beneficial to any organization for furthering it's brand. A corporate blog helps create a forum for open and integrated channels of communication between brand and consumer by enabling interactivity between brand and consumer.

Blogging is fast becoming an extremely important strategy for any online marketer.Research shows that organisations after having commenced blogging have climbed up the Alexa traffic rankings. As news articles about a relevant industry, product updates, interviews, insights into topics of importance to the target audience emerge on the blog, they create a subscriber base, the way people subscribe to the daily newspaper. This way regular updates on products, features etc. can reach the niche consumer base at a fast speed. Good quality relevant content, constant updation and creation of a blog environment where ideas flourish and debates on related topics keep people from the target market coming back is what works for these organisations

People who read organizational blogs perceive an organization's relational maintenance strategies as demonstrating more of a conversational human voice than those who read only the organization's traditional Web content or those in a control group who read Web content unrelated to the organization(Kellehar,Miller,2006)

The CISCO Blog is an open discussion forum where Cisco leaders address key technology issues and where community interaction is encouraged. By hosting a blog with the above viewpoint CISCO first built an image of the company as an authority in technology and developed a community to share its ideas.After developing a dignified readership base, by posting entries like “Patent Board: CISCO is #1 Leader in Telecom”, Cisco has managed to create an image of a highly competitive company which is centre-of-the business-universe telecommunications. Also, by featuring excellent reviews from the Fortune, Wired and Financial Times, CISCO has done well to use its blog effectively towards brand promotion!

The corporate blog of Tata Interactive Systems(TIS), gives a peek into the work being done and products being launched by TIS for learning disabilities of children with special educational needs, by showcasing the Tata Learning Disability Forum, Also, by hosting a category 'Life at TIS', TIS shares its organisational culture with the world.

Corporate Social Responsibility Blogs , like those of Mc Donald's and Hewlett Packard are fast catching on. With Mc Donald's discussing issues closer to health, nutrition and food safety , this endeavour contributes to an image building exercise, as a company valuing quality of food provided to the consumers. This is a good effort for a company which has faced a lot of criticism towards promoting unhealthy food habits.

From the perspective of Jonathan Schwartz, the CEO of Sun Microsystems, blogging is not an appendage to Sun’s marketing communications strategy today-it is central to it. Blogs have authenticated the Sun brand more than any typical advertising campaign and associated with Sun a respectable degree of tenacity and authenticity.

Social media is here to stay

Responses from senior executives across companies in various countries profile an increasing understanding of the use of social media to harness market intelligence and understand consumer perception.(Source:Research done by media company Cymfony)

Brands and Social Media

Gaurav Mishra of Gauravonomics has compiled a list of Marketing, Social Media and Public Relations Blogs in India. Thanx Gaurav, for including my blog in the list!!!

Gaurav's post on why brands should embrace social media is apt-As he says,
Very soon, social media will be the only cost effective way to reach consumers, courtesy the decreasing cost of consumer engagement through this medium.

My take on this-
Social media helps build brand equity like never before..building the most valuable assets of the firm by adding to consumer knowledge by granting the average consumer ease of access and the ability to engage via an interactive medium.
This creates meaningful brand encounters, thereby deepening consumer brand relationshps and influencing consumer perceptions.

A case in point has been Unilever.As Unilever makes it to the no.1 position as the digital marketer of the year 2008, it is interesting to note that the campaign under discussion is for the brand called Suave. Unilever takes advantage of social media by using a neat online community called in the motherhood.The webisodes based on the personal lives of the community members obviously touch a chord with the consumer base.

All the best Gaurav...for achieving your dream of becoming the next marketing guru.(Gaurav is an Assistant General Manager (Brand Head Indica) at Tata Motors.)

Social Media strategy

Graham's comments on my article on 'Building Loyalty the Southwest way ' on Customerthink pointed to the need for companies to have a well defined social media strategy as they venture out into the field to interact with their clients. Graham had a valid point as he was able to demonstrate the lack of engagement on Southwest's part as they used varied social media tools to engage with their customers.
The POST method demonstrated at the Forrester forum is interesting and approporiate to this discussion.
Using social media as an organisational strategy for listening to the customer is not enough. Two important aspects emerge here-
1.Engaging in a conversation with the customer.
2.Using the customer feedback to alter systems/strategies.
3.Using the social media tool to showcase this change in systems through incorporation of feedback.

Bob Thompson had an interesting point to add to the conversation-that of the need to try to use newer offerings of technology in an increasingly competitive market. After all, it is simply a way of staying a step ahead of your competitors.

Tagcrowd of my blog

ahuja (8) blogging (43) brand (16) building (14) capital (6) co-creation (6) cocreation (4) collaborative (10) comcast (8) comments (9) communities (19) company (7) consumer (23) corporate (21) council (5) customer (13) develop (4) employee (6) equity (4) experience (4) generated (9) interact (6) interesting (5) knowledge (9) labels (7) leverage (4) links (7) management (6) marketing (11) media (25) networking (8) online (21) organisations (4) participation (8) pm (5) post (18) product (7) relationship (5) resources (5) share (4) site (4) social (24) sunsilk (4) television (6) think (5) tools (9) value (7) vandana (8) videos (4) web (24)

created at TagCrowd.com

TagCrowd is a web application for visualizing word frequencies in any user-supplied text by creating what is popularly known as a tag cloud or text cloud.Saw the same at Pete Blackshaw's blog and thought I should give it a try.

Building Knowledge capital through social media

A lot of discussion has already gone into social media's contribution to building brand/customer equity and as a tool to build networks of relationships/friendships- social capital as it is termed.
However, in this era of knowledge management and elearning, two more dimensions of social media’s contribution cannot be ignored-
1.A tool for building a company’s knowledge capital and
2.A tool for learning.

Organisations have started harnessing collaborative intelligence for learning leading to cognitive involvement of the community members. Research has already proven the positive correlation between interactivity and learning outcomes. Interactivity interfaced with technology not only increases learning effectiveness, but also enhances the knowledge base of the community which includes organizational employees, customers and partners.

Be it the Microsoft Developer Network which hosts a series of employee blogs to share tips on software, programming tips and solutions to programming issues or the GE research blogs, or the Sun Microsystem employee Blogs, the volume of company specific knowledge available on these is huge. Sun Microsystem CEO Jonathan Schwartz uses his blog for product announcements and discussion of new knowledge issues as part of his bid to interact with the community. Think of a layman’s ability to gain access to Sun’s whitepaper on multiplatform virtualisation through his online blog!!!!

The accumulation of this company specific information have also made these blogs/online communities virtual repositories to be tapped whenever required. For that matter, think of the quantum of knowledge that can be retrieved regarding a person’s work in an organisation once he leaves, through his contributions to his blogs etc. The human capital may be dynamic, but the knowledge capital stays with the organisation…

The Blogging Council

And finally arrives the council for organisations using corporate blogging as a tool for interacting with customers/employees.
Developed as a forum specifically for corporates who blog, members already include-
AccuQuote,Cisco,The Coca-Cola Company,Dell,Gemstar-TV Guide,General Motors,Kaiser Permanente,Microsoft,Nokia,SAP,Starwood Hotels and Resorts,Wells Fargo.

The Blog Council is a community for official corporate blogs and bloggers that represent major global corporations.

Their mission is to address the unique needs of blogging in a corporate environment. It exists as a forum for executives to meet, share tactics and advice, and develop best practices. The Blog Council is here to help create:

Best Practices: Promoting corporate blogging excellence through best practices, standards, and training.
Community: Providing networking and partnering opportunities for leaders of the corporate blogging movement.
ROI: Developing metrics programs that help deliver measurable ROI from blog activities.

Let's hope this emerges as a structured location to understand corporate blogging objectives, outcomes and benefits...Looks like the first place these big corporates have come together to share their corporate blogging activities.

The age of Consumer Generated Media and the unhappy consumer

In an article on Comcast must die Bob Garfield on Ad Age, solicited ideas for a consumer jehad against digital and internet cable company Comcast!!! As a hapless consumer out to get back at an erring organisation, Bob's post garnered umpteen comments and suggestions. Some interesting ideas he received , specially from a Web 2.0 and CGM perspective ranged from posting on technorati, adding flickr photos or youtube videos of any damage done, choosing tags and suggesting that folks tag their own blog posts and videos with same to forming a Comcast service group on Facebook.

While other ideas included spreading good WOM for Comcast competitors, sending posts to equity analysts who follow Comcast, or calling up Comcast Corporate headquarters,
the most interesting comment however, was to buy the web domain ComcastMustDie.com, establish a blog and issue a press release(to drive traffic) so that all dissatisfied Comcast customers would have a forum to voice their opinions!!!!...sounds so much akin to a DELLHELL in the making...Comcast....are you listening???

Marketers start to use social networks for CRM instead of ads

An ADAGE article on Marketers start to use social networks for CRM instead of ads strengthens my understanding on the uses of social media as a tool catering to customer engagement, loyalty and satisfaction. The key objectives of CRM, at the end of the day are Customer Aquisition and Retention, and social media has offered tools to cater to each of these objectives by strengthening relationships, building networks and starting a two way communication process with the customers.

While the ad age article traces how first time product users can connect with experienced ones on these networks, creating a rich customer experience sharing platform, my article on how Corporate Blogs can make organisations customer centric had focussed on how auto giant General Motors had used its blog to maintain and nurture its relationships with its customers. By allowing companies to build product brands, create a customer-centric image, and by giving people a contact point by attaching a face or name they can interact with, corporate blogs serve as for a for consumer redressal and help build intrinsic relationships between the company and it's customers.

Social media and it's contribution to CRM maybe a subject of discussion today...but will definitely provide companies with a competitive edge, in the long term!!!

Building Brand Equity through Social Media

Paul Legutko's discussion at Customerthink
"......, but simply the fact that someone is staring at your company logo and creative for a certain period of time. This has an inherent branding value, and "branding" is something both marketers and management understand......high-volume sites can have significant brand-equity."
and Jim Sterne's response regarding brand impact, awareness and brand character attribution, can further be applied to the way major corporates are using the power of social media to garner brand dividends.

Coke, Hindustan Unilever Limited, Proctor and Gamble, Nike, Nissan, Pepsi are part of a trend where a large number of corporates are creating online communities and social networking sites, taking advantage of the interactivity that the internet as a digital medium provides, to capitalise on the huge number of cybersurfers.

With humongous volumes of visitors on these sites, organisations have successfully mingled customer engagement with increasing brand familiarity and distinction and focussing on solution importance, to try and create customer loyalty.

Hindustan Unilever's( India's biggest consumer goods company) brainchild Sunsilk Gang of Girls, promoting the shampoo brand Sunsilk, has a total of 579899 members in 34122 gangs. This has evolved into a huge medium where people participate, give their views and are really bonding with the brand. By discussing commonplace issues like hair care, shampooing and conditioning, hair tips, hair biology and hosting hair gurus by tying up with hairstylists like Javed, Sunsilk GOG has struck a chord with the readers. By tying up with leading magazines like NewWoman and Cosmopolitan,and Marjorrie Orr at Astrology.com, Sunsilk GOG has been able to delve into areas of interest for women ranging from beauty tips to love quizzes to astrology and with Monster.com to cater to their career aspirations. Typically catering to the youth interests of today, members can even watch funky music videos, download wallpapers and screensavers and participate in exciting contests, Sudoku and word search games.

With a traffic rank of 25,500 the Proctor and Gamble brainchild Beinggirl aims at engaging the female segment for P&G's products targetted for the female community. By giving females an opportunity to discuss issues close to their hearts, without giving up their identities, P&G has been able to provide a medium for interaction and developing relationships with its customers thereby facilitating brand loyalty. About 62% of the clientele of beinggirl is from China and 14% from the U.S.

Most of these sites, especially those catering to niche audiences, use the skills of online community managers to nudge the conversation, seed chat forums with threads, recruit others to take a lead in various topics, and monitor the dialogue

Nike's joga.com for football lovers, Coke's mycoke.com and Pepsi's pepsizone for young adventurers out to network, share photographs,videos,music and have fun, Nissan's community for car lovers discussing car models and their features......the list is endless......

Agreed that there are no ways to quantify brand loyalty as a result of such ventures, but as Paul said, as long as larger number of visitors can identify brands , logos and products, garnering brand dividends as a result of such ventures is a foregone conclusion.