That old, moss-covered wall between sales and marketing in the brick-and-mortar world has been showing its age for a long time now. It’s great to see that the wrecking balls are on-site, and they’re clearing the way for the type of collaboration that has long defined online marketing and sales. Major brands have plenty of brainpower on both sides of the equation, and it makes little sense to keep them sequestered from one another.
Smart Brands Have Noticed We’re Moving to a “Connection Economy”
Things ARE changing. Traditional advertising certainly isn’t extinct, but there is simply too much noise out there, and people are sick of it. They’re shutting out the blast advertising that has crept into every aspect of their lives and centering in on the things they truly care about—friends, family, personal interests and need, and social connections. You need to take a step back and study this shift in order to take advantage of it.
Social Selling Isn’t About Selling
If there’s one marketing mantra that will always be true for businesses, it’s “Know Your Customer.”
Whether you sell shoes, dry cleaning services, computer software or multi-million-dollar widgets, that’s the one maxim that will never change, no matter what happens to society in the future. It’s the one thing marketers and salespeople alike need to master—because you’re not going to turn a prospect into a buyer without both of you knowing that prospect inside and out.
Anyone who knows me knows I am all about the power of relationships. Every once in a while, something unexpected happens that seems almost too good to be true.
So two months and 53,000 YouTube views ago, I had no idea something this unpredictable would happen….
Over the course of 5 episodes, we’ve:
- trampled on a Chipotle campaign,
- discussed when to (and when NOT to) use humor in branding and how James Corden gets it right
- clarified the liability of cliches and a closely guarded branding secret
- crystallized how a new retail brand is crushing it (with $225 million in sales) in a $40 billion category, and
- unveiled how GEICO, Oreo and Old Spice use 2 rules that help convert commodities into a must-have brands.
I am talking about this new collaboration I am super pumped over: The David and Ted Talk Show.
Growing your list is not simply about numbers… it’s about adding value to what you do. In order to ensure that happens, the following are important parts of the process…
In today’s world businesses no longer have the luxury of compartmentalizing the customer experience. Consumers have a multitude of ways to engage with a company: walking into a physical store; browsing a catalogue, visiting a website, or using social media. They also have multiple devices for accessing products or services, from desktops to smartphones. So it’s now up to brands to ensure that a consumer’s experience is seamless across all these channels (Omni-channel). However, that’s easier said than done, because many brands are not used to thinking in these new terms. Ensuring consistent, Omni-channel experience means that marketing and customer service go hand in hand. Or at least they should. In practice, there’s often a huge gulf between the two groups, if they interact at all. Too often, marketing opportunities are the carrot, and customer service “obligations” are the stick.
Why is Marketing best suited to manage corporate social media activities?
At the core social media activities are a function of Marketing, just as PR, Communications and Customer Service should be. Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. IMHO, the CMO should oversee all marketing, PR, communications, customer service, and customer experience management. Every touch point with the consumer needs to come under her purview. Often this is not the case—customer service and communications/pr are often siloed. This is a big mistake in the new marketing/social world since the message needs to emanate from one source. True marketers understand that they must be the lead stewards for brand, reputation, communication, and customer relationships.
Communication: We know that in order to build trust with another person there must be good, two-way communication. It’s central to our existence as human beings, yet we struggle with it every day. Multiply that struggle by the number of people in your organization, and you can begin to see just how essential communication is in building trust with your employees, vendors, partners and customers.
We talk and write a lot about what we are teaching our children and what they are learning from us – but if we only focus on one side of this teaching/learning relationship, we are missing some of the greatest examples of our lives… let’s remember all we can learn from our children.