Posts Tagged ‘advertising’

Is Social Media For Everyone?

I was reading a blog post recently by Valeria Maltoni (aka ConversationAgent) about Apple and its army of customer evangelists who enthusiastically spread the gospel about new products and genius of Apple CEO Steve Jobs. Part of Apple’s ability to activate and engage customer evangelists is an aggressive and creative advertising effort that saw the company spend nearly $500-million in 2008.

What’s interesting about Apple and its ability to generate amazing amounts of conversations is how it’s not really using social media at a time when many consumer-focused companies are scrambling to get on the bandwagon. Apple seems to be saying that it doesn’t really need to use social media because it has millions of customers using social media on its behalf. In many ways, Apple has been able to outsource social media.

It begs the question: Are there some or many consumer-facing companies don’t need to use social media?

If your customers are using social media to spread the word about your products and services, provide customer service, answer questions and build the brand’s presence, does it make sense for some companies to stay out of the social fray?

Instead, they can feed the machine by generating content that evangelists (and non-evangelists) can use when blogging, tweeting, Facebook updating, etc.

The reality is Apple may be an exception to the rule because social media makes sense for many companies as part of their communications, marketing and sales programs. Then again, it raises the issue of whether social media is for everyone at a time when social media is being trumpeted as a cure-all or silver bullet.

There’s No ROI on Social Media

ROI

First, a confession. The headline is designed to capture your attention so I’m guilty as charged for suggesting an idea that many people may find preposterous.

In fact, the headline isn’t true or accurate but it does play on the raging debate happening over whether there is return on investment (ROI) from social media activity, and how ROI is or can be measured.

This discussion isn’t surprising because new ways that companies spend money should be analyzed and measured, otherwise there is difficult to know whether it’s money well spent, or money that should be spent on other things.

The challenge when it comes to measuring social media ROI is it’s still early days for social media. As a result, there is a lot of experimenting (and spending) by companies that want to get experience and insight into what works and what doesn’t. At the same time, they are trying to create ROI models that can be used for measurement purposes.

A good example is The Gap, which recently launched a new campaign, “Born to Fit” that features the extensive use of online ads and social media, in particular a Facebook Page.

In a blog post, Jacob Morgan included this intriguing quote from Julie Channing, senior account director for AKQA, the agency handling The Gap’s campaign:


“The Gap had set no numerical benchmarks to determine success in the campaign, but rather would look at how much consumers interact with the brand to gauge ROI.”

Morgan contends the problem is that without benchmarks, it’s difficult to “measure ANY type of success, let alone ROI”. Morgan makes a good point because how is consumer interaction with a brand measured? He also questions how AKQA will be able to explain to its client how well the campaign did without defined metrics.

For anyone focused on social media ROI, The Gap’s approach may be frustrating and, perhaps, disappointing given The Gap is a major advertiser defining how it operates within the emerging social media landscape. At the same time, it also shows that social media ROI is still work in progress, and that the “rules” have yet to be established.

Of course, it should also be pointed out that marketing within social media is a different creature than traditional media.

In social media, there are well-defined metrics that can be used to track ROI such as Web site traffic, click- throughs, and higher sales. At the same time, social feature features “soft” metrics that are more difficult to measure: better customer service, engagement, interaction, a stronger brand and more loyal customers.

The focus (obsession?) with social media ROI is healthy and much-needed because it’s part of the process in which social media will become a viable option for many marketers and advertisers. The more attention paid to ROI, the faster, in theory, the parameters will be defined and established.

What do you think? Are there ways to effectively measure social media ROI right now, or it is still work in progress?

More: Jacob Morgan has been spending a lot of time focused on social media ROI: here’s a collection of recent posts he’s done.

Social Media is Just One Piece of the Puzzle

One of the more annoying things about the hype surrounding social media is how it’s being positioned as a salvation, cure-all, silver bullet, etc. for a company’s communications, marketing and sales strategies.

Embrace social media and the world is your oyster!

The reality is social media can be a powerful and cost-effective medium but even if you execute perfectly, it’s still just one arrow within your strategic quiver. In other words, social media can be great but it’s not everything.

As a result, social media should be used alongside other marketing and sales tools such as direct mail, e-mail, TV/newspaper ads, etc.

As Mitch Joel said during a book launch in Toronto for “Six Pixels of Separation”, companies need to embrace the Web but also continue to use tools that resonate with the audiences they are trying to target.

Given this reality, it’s good to see high-profile people such as Tara Hunt talking about how social media is just one part of an overall strategy to reach consumers. At a presentation in Ottawa yesterday, Tara did a new presentation – ““Your social media strategy won’t save you” that highlighted her thesis.

Erin Bury did a post on the Sprouter blog that provides a good overview of Hunt’s presentation, including slides.

Hunt’s presentation is not only good food for thought but it provides a nice counter-balance to all the buzz about social media. This is not to suggest social media shouldn’t be embraced but not to point where it overshadows everything else.