Launching Your Company Into the Orbit of Consumer Motivations
Transcript of #MMchat with Judi Samuels
Monday July 23rd, 2012

@TheSocialCMO: Welcome to our 104th #MarketerMonday Chat! #MMchat, I am your moderator @TheSocialCMO Thank you for joining us! #MMChat

@TheSocialCMO: Three years ago, @KentHuffman made the first #MarketerMonday shoutout & every Monday since then there have been 100s #MMchat #MMChat

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@TheSocialCMO: Every Monday at 8:00pm est we have a SPECIAL guest on #MMchat to discuss a topic relevant to all you Social CMOs out there! #MMchat #MMChat

@TheSocialCMO: Our special guest for this evening's 104th #MMchat session is Judi Samuels @Chieflemonhead #MMChat

@TheSocialCMO: Our #MMchat topic is 'Launching Your Company Into Orbit of Consumer Motivations' & here's a quick tweet Bio for Judi Samuels @ChiefLemonhead #MMChat

@TheSocialCMO: For more than 13 years, Judi has been focusing her professional (and personal) life on building relationships. #MMChat #MMChat

@TheSocialCMO: Her expertise in branding, PR, social, digital & experiential strategy & in mktg comms has been honed w/ companies & agencies like: #MMChat #MMChat

@TheSocialCMO: The Canadian Tourism Commission (@ctccct), Microsoft, MuchMusic, Bell Canada, Maritz Canada (@maritzcanada) and CIM Ltd. #MMChat #MMChat

@TheSocialCMO: A proud alum of @uofg, join me in welcoming Judi Samuels @ChiefLemonhead as our #MarketerMonday Chat SPECIAL guest this evening! #MMChat #MMChat

@TheSocialCMO: To get things rolling & the conversation kickstarted I as always have a few questions for Judi @ChiefLemonhead #MMchat #MMChat

@TheSocialCMO: And as tweetchats are meant to be interactive, do feel free to intersperse your ideas & opinions on our topic #MMchat #MMChat

@TheSocialCMO: Q1) OK Judi, a first question: what do you mean by 'motivational orbit'? #MMChat #MMChat

@TheSocialCMO: Thanks Angelique! RT @afmarcom @thesocialcmo @chieflemonhead I guess I picked the right night to join! Happy Anniversary! #mmchat #MMChat

@chieflemonhead: I'd been thinking a lot about Maslow ~ the hierarchy of needs (http://bit.ly/SNOray). #MMChat

@chieflemonhead: And considering whether or Maslow's theory that you can't move 'up' unless you've satisfied a lower need was correct. #MMChat

@chieflemonhead: Maslow's been challenged quite a bit, but I think he got the motivators right ~ just not the hierarchy part. #MMChat

@chieflemonhead: The motivational orbit is a proposed construct I put forward suggesting Maslow's motivators in orbit around the individual (1/2) #MMChat

@chieflemonhead: Rather than in a hierarchy needing one complete before the other. The orbit suggests they are all at work simultaneously. (2/2) #MMChat

@TheSocialCMO: Q2) So, you're saying that Maslow's motivators are influencing an individual all at the same time? #MMChat

@chieflemonhead: In fact, yes. However, like in a planetary orbit, one motivator may have a stronger affect on the individual over another. #MMChat

@chieflemonhead: For example: both a mother of 2 and a teenage girl may be hungry but what AND how they’ll choose to eat will be different. #MMChat

@chieflemonhead: Hunger satisfied by food (a physiological motivator) is orbiting both these individuals; however… (1/3) #MMChat

@chieflemonhead: The mother of 2 will also want to ensure her children are fed – triggered by the safety motivator as well. (2/3) #MMChat

@chieflemonhead: The teenage girl, on the other hand, may be calling up her friends to meet her at a food court – triggered by the belonging motivator (3/3). #MMChat

@chieflemonhead: In each case, the combination of motivators differs & 2 suggest that only food is req'd 2 satisfy the need is a wrong assumption. #MMChat

@TheSocialCMO: Tonight's #MMchat being hosted from my car outside community centre in Kearney, Ontario Canada #vacation #MuskokaLife #MMChat

@Andy216: @TheSocialCMO That is some dedication! #mmchat

@TheSocialCMO: Q3) OK, so how does this psychology fit into a social marketing / business plan? #MMChat

@chieflemonhead: The fact of the matter is that businesses are 100% run by people: created by people, employing people, selling to people. #MMChat

@chieflemonhead: #SoMe and other innovations have changed the ppl behave. As businesses we must understand this. #MMChat

@chieflemonhead: The motivational orbit is different for 1 individual over another. The changes r based in their context; how/where they r socially. #MMChat

@chieflemonhead: For both the mother of 2 v. the teenage girl, years ago, we would have only focused on selling them cheap food. #MMChat

@chieflemonhead: This would have only had us focus on the security/safety motivator (looking for safety in terms of resources, like $). #mmchat

@SteveCassady: RT @TheSocialCMO: To get things rolling & the conversation kickstarted I as always have a few questions for Judi @ChiefLemonhead #MMchat #mmchat

@ElinSilveous: Saw the phrase "motivational orbit" & couldn't help but stop in & say hi to #MMChat marketing folks. The phrase reminded me of Sally Ride.

@chieflemonhead: Today, we need to recognize the social context and its affect on the motivators & decision-making. THAT affects businesses! #MMChat

@brandcottage: @chieflemonhead emotional motivators have long been foundations of marketing messages. #mmchat

@chieflemonhead: @ElinSilveous Welcome Elin! Hope you can stay? #mmchat

@TheSocialCMO: @Andy216 Well sitting here in beautiful evening with windows down and sunset in view so not too hard to take! #MMchat

@chieflemonhead: The more a business can understand an individual's context/motivators, the more likely they can create a bond w/ the individual. #MMChat

@chieflemonhead: @brandcottage Indeed! But, in the past, we've tended 2 focus on single motivators at a time. It's time to recognize the layers. #mmchat

@ElinSilveous: A3. Seamlessly RT @SteveCassady RT @TheSocialCMO: Q3) OK, so how does this psychology fit into a social marketing / business plan? #mmchat

@SteveCassady: RT @brandcottage: @chieflemonhead emotional motivators have long been foundations of marketing messages. #mmchat

@sunaynat: @chieflemonhead #MMChat For sure, confluence of motivators drive our decisions & actions. How do you factor in external incentives?

@SteveCassady: Yes, Please RT @chieflemonhead: @ElinSilveous Welcome Elin! Hope you can stay? #mmchat

@Andy216: @chieflemonhead Taking a leap: Are you saying by having PERSONALIZED conversations, we better operate in the customer's orbit? #mmchat

@chieflemonhead: Discounting, for example, brings ppl in ONCE; but does not guarantee repetition. True loyalty comes from recognizing humanity #mmchat

@JulieTyios: Jumping into #MMchat - always down for hearing insights from outstanding marketing pros like @chieflemonhead.

@ElinSilveous: TY Judi. Can stay for most of chat. :) RT @chieflemonhead @ElinSilveous Welcome Elin! Hope you can stay? #mmchat

@chieflemonhead: @JulieTyios Thanks Julie! Welcome. #mmchat

@AbubacarAhmed: RT @SteveCassady: RT @brandcottage: @chieflemonhead emotional motivators have long been foundations of marketing messages. #mmchat

@BrandIdeas: true people measure self worth though different filters ( money- praise- social currency- fame - by things- by brand association) #mmchat

@ElinSilveous: @SteveCassady Thank you, Steve. #MMChat

@chieflemonhead: @Andy216 Perfect leap! :-) In conversation, we become part of the community & can see the ppl; the context. #mmchat

@chieflemonhead: @BrandIdeas And, combinations of those... which is where marketing & branding can get tricky! #mmchat

@brandcottage: @stevecassady Hi Steve. Waving. #mmchat

@BrandIdeas: RT @brandcottage: @chieflemonhead emotional motivators have long been foundations of marketing messages. #mmchat

@ValaAfshar: A social business provides contextual understanding and motivation across seams of the social fabric. #mmchat

@chieflemonhead: RT @ValaAfshar: A social business provides contextual understanding and motivation across seams of the social fabric. #mmchat

@plusMaryBeth: Oh shoot! I'm late for the #mmchat. Hi gang! MB here.

@brunadelfino: RT @BrandIdeas: RT @brandcottage: @chieflemonhead emotional motivators have long been foundations of marketing messages. #mmchat

@TheSocialCMO: Q4) So what you’re saying is it’s more important than ever for businesses to create bonds with their consumers? #MMChat

@JulieTyios: RT @ValaAfshar: A social business provides contextual understanding and motivation across seams of the social fabric. #mmchat

@marksalke: Part of the community. MT @chieflemonhead: @Andy216 Perfect leap! :-) We become part of the community, can see the ppl; the context. #mmchat

@ElinSilveous: Talking Maslow's Hierarchy of Need? #MMChat

@SteveCassady: RT @BrandIdeas: people measure self worth though different filters ( money- praise- social currency-fame -by things- by brand assoc) #mmchat

@chieflemonhead: A4 - Absolutely! It's critical to build bonds with consumers/clients - any audience! #mmchat

@chieflemonhead: Recently, @TedRubin tweeted that he people preferred to buy from ppl they liked & trusted. #MMChat

@SteveCassady: :) Good Evening! RT @brandcottage: @stevecassady Hi Steve. Waving. #mmchat

@SteveCassady: RT @TheSocialCMO: Q4) So what you’re saying is it’s more important than ever for businesses to create bonds with their consumers? #mmchat

@chieflemonhead: He also mentioned that trust may not get someone in the door, but trust will keep them there. #MMChat

@ElinSilveous: I was too, Beth... Glad we're here. RT @plusMaryBeth Oh shoot! I'm late for the #mmchat. Hi gang! MB here.

@chieflemonhead: This is common sense; you’re much more comfortable transacting w/ ppl u trust. As a biz, I want my consumers to trust me. #MMChat

@brandcottage: @brandideas Hi Timm! How is life in my favorite city? #mmchat

@ValaAfshar: In the social era, a flattening of business hierarchies will result in a more 'clear' transparency and accountability. #mmchat

@SteveCassady: And modifications to Hierarchy. Orbit versus Pyramid RT @ElinSilveous: Talking Maslows Hierarchy of Need? #mmchat

@chieflemonhead: @ElinSilveous Yes; Maslow... and a small evolution I'm proposing: the motivational orbit (rather than hierarchy). #mmchat

@ShannonBelew: A bit late to #mmchat but topic sounds interesting. Hope it's okay if I jump in now.

@ElinSilveous: +1 RT @chieflemonhead A4 - Absolutely! It's critical to build bonds with consumers/clients - any audience! #mmchat

@brandcottage: And bring them back again. RT @chieflemonhead: Ttrust may not get someone in the door, but trust will keep them there. #MMChat

@chieflemonhead: When consumers trust u, they buy from u, then buy more & tell ppl about it. If they don’t, the reverse happens. #MMChat

@chieflemonhead: @brandcottage YES! #mmchat

@ValaAfshar: When you share beliefs and demonstrate competence and intentions, trust will follow. #mmchat #socbiz

@chieflemonhead: In our hyper-connected world, negative “press” by consumers is not good news for biz. Think “United broke my guitar”. #MMChat

@ElinSilveous: RT @SteveCassady: And modifications to Hierarchy. Orbit versus Pyramid RT @ElinSilveous: Talking Maslows Hierarchy of Need? #mmchat

@ADHumlen: Hi Judi & Gang, Sorry I'm late. Looking fwd 2 catching up on the action & xchng of smarts. #mmchat

@ShannonBelew: RT @chieflemonhead: When consumers trust u, they buy from u, then buy more & tell ppl about it. If they don’t, the reverse happens. #MMChat

@EricaLRoberts: Late but here! #MMChat

@BrandIdeas: @brandcottage Hey patricia its great -bit of a dull day today -but still nice #mmchat

@chieflemonhead: RT @ValaAfshar: When you share beliefs and demonstrate competence and intentions, trust will follow. #mmchat #socbiz

@Andy216: @ShannonBelew Welcome #mmchat

@ElinSilveous: Interesting! RT @chieflemonhead Yes; Maslow... and a small evolution I'm proposing: the motivational orbit (rather than hierarchy). #mmchat

@chieflemonhead: @ADHumlen Woot!! Welcome Anneliza. Looking forward to your feedback. #mmchat

@EricaLRoberts: MT @chieflemonhead: In our hyper-connected world, negative “press” by consumers is not good news. Think “United broke my guitar” #MMChat

@chieflemonhead: In order to build that trust, u have to bond w/ ur consumer. Your biz operates in a community, not a vacuum. #MMChat

@JulieTyios: A4. Absolutely, if you want to retain customers. Every touchpoint is an opportunity to create memorable, emotional experiences. #MMchat

@SteveCassady: RT @chieflemonhead: RT @ValaAfshar: When you share beliefs and demonstrate competence and intentions, trust will follow. #socbiz #mmchat

@ShannonBelew: @Andy216 Thx! #mmchat

@ADHumlen: Agree @brandcottage @chieflemonhead:And bring them back again.Trust may not get someone in the door, but trust will keep them there. #MMChat

@TheSocialCMO: @EricaLRoberts Hello Erica! Thanks for joining us for our 2nd Anniversary #MMchat! Cheers!

@brandcottage: @chieflemonhead dissastified consumers are more vocal often than satisfied ones! #mmchat

@brunadelfino: RT @ValaAfshar: When you share beliefs and demonstrate competence and intentions, trust will follow. #mmchat #socbiz

@chieflemonhead: @JulieTyios And, b/c there are multiple touchpoints, u have multiple opportunities 2 connect w/ multiple motivators #mmchat

@ValaAfshar: If center of gravity dignity, respect, and decency, the surrounding orbit will be delighted employees and customers. #mmchat

@SteveCassady: @ElinSilveous That's what I thought. @chieflemonhead observations make sense re: orbit concurrent versus pyramid. #mmchat

@chieflemonhead: RT @ValaAfshar: If center of gravity dignity, respect, and decency, the surrounding orbit will be delighted employees and customers. #mmchat

@ShannonBelew: RT @JulieTyios: Absolutely, if you want to retain customers. Every touchpoint is opp to create memorable, emotional experiences. #MMChat

@TheSocialCMO: Any tweeps on this evening's #MMchat I'm not following yet, just give me a #SHOUTOUT and I'll follow you back! Cheers!

@BrandIdeas: RT @brandcottage: @chieflemonhead dissastified consumers are more vocal often than satisfied ones! #mmchat

@JulieTyios: @ADHumlen @brandcottage @chieflemonhead - Absolutely. Trust is built on the foundations of a relationship. (1/2) #MMchat

@AllenDavidov: RT @JulieTyios: Jumping into #MMchat - always down for hearing insights from outstanding marketing pros like @chieflemonhead.

@brandcottage: @adhumlen Hi Anneliza! Nice to see you. #mmchat

@chieflemonhead: It's difficult to use 1 channel, 1 msg, 1 campaign 2 connect on multiple motivator levels; but 2 genuinely bond, u must! #mmchat

@susanborst: @chieflemonhead - Rockin' it! @brandcottage @thesocialcmo @stevecassady @valaafshar @elinsilvious @brandideas #mmchat

@chieflemonhead: @susanborst Thanks Susan! :-) #mmchat

@sunaynat: @SteveCassady @TheSocialCMO #mmchat Successful biz focus on relationships T/f cust engagement is a critical part of org's social strategy.

@ValaAfshar: Your most unhappy customers are your greatest source of learning. @BillGates #mmchat

@ElinSilveous: @SteveCassady @chieflemonhead Agree. I'm liking the orbit concept. Needs change & are constantly in motion. #MMChat

@TheSocialCMO: @Andy216 I am now! Cheers! #MMchat

@susanborst: @chieflemonhead Memories of Montreal! ;) #mmchat

@chieflemonhead: As @JulieTyios mentioned, there r multiple touchpoints. Be part of the community & use all touchpoints relevant 2 context & deliver #mmchat

@ElinSilveous: RT @ValaAfshar: If center of gravity dignity, respect, and decency, the surrounding orbit will be delighted employees and customers. #mmchat

@SteveCassady: @susanborst @sunaynat Thanks for joining us! #mmchat

@JulieTyios: @ADHumlen @brandcottage @chieflemonhead - Each customer relationship should be built in stages to earn trust. No '1 size fits all.' #MMchat

@brandcottage: @susanborst there you are! @chieflemonhead @TheSocialCMO @SteveCassady @ValaAfshar @BrandIdeas #mmchat

@chieflemonhead: Perhaps a little! :-) #140MTL RT @susanborst: @chieflemonhead Memories of Montreal! ;) #mmchat

@BrandIdeas: @chieflemonhead how does your "orbit" converse with wrath, greed, sloth, pride, lust, envy, and gluttony as the cardinal motivators? #mmchat

@susanborst: @brandcottage Just off the train - thanks for the reminder! #mmchat

@chieflemonhead: RT @sunaynat: @SteveCassady @TheSocialCMO #mmchat Successful biz focus on relationships T/f cust engagement is a critical part of org's social strategy.

@ADHumlen: TY @brandcottage Likewise Patricia! :) Great to see new faces in this ever expanding chat #MMCHat

@chieflemonhead: @BrandIdeas Unfortunately, all motivators based on the assumption that they are 2 help u live a self-actualized life)can be twisted #mmchat

@JulieTyios: @chieflemonhead - That's what I meant in prev tweet. Each customer relationship is built in stages, must adjust as you go along. #MMchat

@ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@chieflemonhead: Esteem can easily be twisted into greed... There are good seeds & bad seeds. #mmchat

@chieflemonhead: RT @ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@Andy216: It is important not just to maximize touchpoints with customers, but to do it authentically. They can tell the difference! #mmchat

@brandcottage: @adhumlen yes but I'm not new. Been here since the beginning with @TheSocialCMO #mmchat #oldtimer

@SteveCassady: RT @chieflemonhead: Esteem can easily be twisted into greed... There are good seeds & bad seeds. #mmchat

@chieflemonhead: @BrandIdeas As a brand mgr, mktr or biz owner, it's important to stick to values & link them to community #mmchat

@ShannonBelew: Agree. @chieflemonhead - Each customer relationship is built in stages, must adjust as you go along. #MMChat

@sunaynat: @chieflemonhead @JulieTyios #mmchat Listen, Share, Engage... and Repeat!

@brandcottage: Oh yes! RT @chieflemonhead: Esteem can easily be twisted into greed... There are good seeds & bad seeds. #mmchat

@TheSocialCMO: @ADHumlen @brandcottage Hi AnneLiza and Patricia! Thanks for joining our 2nd anniversary #Mmchat this evening! We're 104 weekd old! Cheers!

@marksalke: Truth tellers, Yes! RT @ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@JulieTyios: @chieflemonhead - Not trying to plug, but have you see the new @JugnooMe #sCRM model? It covers what we're talking about. #MMchat

@ValaAfshar: RT @chieflemonhead: In order to build that trust, u have to bond w/ ur consumer. Your biz operates in a community, not a vacuum. #MMChat

@dcdanwilliams: RT @ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@brandcottage: RT @chieflemonhead: @BrandIdeas As a brand mgr, mktr or biz owner, it's important to stick to values & link them to community #mmchat

@andrewginever: RT @ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@TheSocialCMO: Q5) So here at #MMchat we’re from Missouri so who are the businesses that you think are doing this well? #MMChat

@ValaAfshar: In today's volatile market conditions, where the path is never a straight line, the key is to follow your north star. #mmchat

@EricHargraves: @Cowboyracing I stumbled upon #mmchat tonight. They discuss customer experience. Thought you might like to check it out.

@chieflemonhead: @JulieTyios Where's the sCRM? #mmchat

@JulieTyios: @ShannonBelew @chieflemonhead - Many forget about individual customer journeys with your brand. This is where you need 1-to-1. #MMchat

@BrandIdeas: @chieflemonhead wonderfully put- people either gravitate toward what is good and enlightening or cling to baser instincts in fear #mmchat

@SteveCassady: RT @TheSocialCMO: Q5) So here at #MMchat we’re from Missouri so who are the businesses that you think are doing this well? #mmchat

@brandcottage: @thesocialcmo alot of good sharing and learning in two years. Thank you! @ADHumlen #mmchat

@chieflemonhead: There r some cos that do well in some areas. @CocaCola, 4 ex, recognizes it’s an important part of the North American community #MMChat

@aalamoudi20: RT @brandcottage: @adhumlen yes but I'm not new. Been here since the beginning with @TheSocialCMO #mmchat #oldtimer

@EricHargraves: RT @chieflemonhead: In order to build that trust, u have to bond w/ ur consumer. Your biz operates in a community, not a vacuum. #MMChat

@chieflemonhead: Committed 2 supporting sports/events, but lacking direct engagement w/ thr audience thru #SoMe. Genuine engagement is key 2 bonding #MMChat

@ValaAfshar: Trust and empowerment widens your orbit. #mmchat

@chieflemonhead: RT @ValaAfshar: Trust and empowerment widens your orbit. #mmchat

@JulieTyios: @chieflemonhead - Check out the Stimulus, Research, Buy, Experience model on the front page of http://t.co/XrQ7UfG8 #MMchat

@chieflemonhead: A very local (& dear to my heart) great example is @MuttLifeInc. Check out their Facebook page: http://t.co/COd9FlLO #MMChat

@chieflemonhead: They recognize the context of their audience (pups are family); they treat them as such. #MMChat

@chieflemonhead: They share pics of ppl’s pets shopping, taking baths, playing. (Note: take pics of pets doing things, not humans!) #MMChat

@ADHumlen: Hey there @thesocialcmo WOW #MMChat 104 wks old! - One of the few times aging will actually be welcomed :)

@jamierich211: RT @ValaAfshar: Your most unhappy customers are your greatest source of learning. @BillGates #mmchat

@TheSocialCMO: @2morrowKnight Sean! Are you going to pop in and say hello on our 2nd Anniversay #MMchat this evening? Cheers! #MMchat

@chieflemonhead: In B2B businesses, u can also bond & understand context: consider @Rogers new OutRank pgm. They’ve recognized context in SMBs #MMChat

@JulieTyios: Question: How 'engaged' do brands have to be? Do they always need to be everywhere, or just there when customers need them? #MMchat

@brandcottage: RT @susanborst: @chieflemonhead memories of Montreal! #mmchat

@ShannonBelew: @JulieTyios 1-to-1 definitely important #MMChat

@chieflemonhead: When u r a small biz owner, u have 2 do everything; even things u may not 100% understand. OutRank offers affordable counsel. #MMChat

@chieflemonhead: True that @Rogers OutRank isn’t the only option, but 4 a telco like Rogers 2 commit shows understanding of audience context. #MMChat

@chieflemonhead: @JulieTyios Businesses need to be where the RIGHT consumers are. To know who the right consumers are, u have 2 know the context #mmchat

@ValaAfshar: The easiest thing is to react. The second easiest is to respond. But the hardest thing is to initiate. Seth Godin #mmchat

@chieflemonhead: RT @ValaAfshar: The easiest thing is to react. The second easiest is to respond. But the hardest thing is to initiate. Seth Godin #mmchat

@ShannonBelew: RT @JulieTyios: Q: How engaged do brands have to be? Do they always need to be everywhere, or just there when customers need them? #MMChat

@TheSocialCMO: @ShannonBelew @JulieTyios Welcome Shannon and Julie to this evening's #MMchat! Thanks for joining us! Cheers!

@feastinc: @JulieTyios Well, depends on what they are trying to do. If they want a mindshare, then they should be proactive. #MMchat

@brandcottage: @suburb Was a happy Volvo owner for 4 years until they wouldn't fix my blown engine. Then I took to social media like fish to water. #mmchat

@feastinc: @JulieTyios Being there for customers when they need you, is the least a brand can do! #MMchat

@brunadelfino: parem de assistir novela e venham participar do #mmchat comigo.. volmorrer se ficar sozinha aqui com esse tanto de gringo.. BEAJ..

@chieflemonhead: Part of the notion of the orbit is to also understand the brand's orbit... do you want 2 b loved, or sell cheap? What's the big pic? #mmchat

@ValaAfshar: A social business ethos is of value exchange vs. extraction; eager to shift from transactions to engagements. #mmchat

@Andy216: It is important to care about customers as much off #socialmedia as on. Always be awesome. #mmchat

@ElinSilveous: +1 RT @andrewginever RT @ValaAfshar Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@chieflemonhead: Once u recognize ur brand as a person, as a part of the community - find the communities in which u fit & operate #mmchat

@JulieTyios: @chieflemonhead - Agreed, but let me toss this out: We're all racing for visibility. How do we ensure that we're not over-engaging? #MMchat

@ADHumlen: .@chieflemonhead do U agree aside fr actual touch-points there's speed & sequence in which we connect w others that also matters? #mmchat

@chieflemonhead: Again, biz operates in a community - not in a vacuum so it is important 2 know ur community, appreciate. #mmchat

@brandcottage: RT @valaafshar: The easiest thing is to react. The second easiest is to respond. But the hardest thing is to initiate. Seth Godin #mmchat

@ValaAfshar: Orbit around your passionate and committed employees and recognize them in a meaningful manner. #mmchat

@chieflemonhead: @ADHumlen Speed, sequence, frequency - all important! Be human, recognize ur limitations & be honest. #mmchat

@susanborst: @JulieTyios Many companies taking advantage of tech for customer experience such as virtual assistants- helps for 24/7 support. #mmchat

@TheSocialCMO: @brandcottage Yes these two years of #MMchat have flown by just as fast as the #MMchat hour does every Monday night! Cheers!

@Pat_Cluett: @TheSocialCMO. U definitely need to create a bond but if u are not fulfilling a business need, then a bond will not create results #MMchat

@JulieTyios: @chieflemonhead - We can share quirky things and build up brand personalities but visibility does not a relationship make. Line? #MMchat

@BrandIdeas: the Internet is a 24/7 lifestyle -brands need to be accessible-and available #mmchat

@thisismolotov: RT @Andy216: It is important to care about customers as much off #socialmedia as on. Always be awesome. #mmchat

@chieflemonhead: At the e/o the day (cliche sentence, sorry), view ur brand: product/service/business as an actual member (person) in the community #mmchat

@ElinSilveous: Gr8 Q! MRT @JulieTyios @chieflemonhead - ...We're all racing for visibility. How do we ensure that we're not over-engaging? #MMchat

@JulieTyios: @feastinc - There's the issue. We're there, we think we offer value, but is every post actually servicing or helping the customer? #MMchat

@ValaAfshar: Architect value. #mmchat

@aalamoidi20: #mmchat thought to re-match, what you say? Thanx in advance. http://t.co/LJctb1UU

@SteveCassady: RT @chieflemonhead: At the e/o the day, view ur brand: product/service/business as an actual member (person) in the community #mmchat

@card4net: RT @ValaAfshar: The easiest thing is to react. The second easiest is to respond. But the hardest thing is to initiate. Seth Godin #mmchat

@ShannonBelew: @chieflemonhead - understanding your orbit, that core, is often one of the big challenges for brands, especially small biz, I think #MMChat

@susanborst: @JulieTyios @chieflemonhead Agree, if u just want a yes/no ? answered, unnecessary chit chat is a waste of everyone's time. #mmchat

@brandcottage: @chieflemonhead most important thing in brand community is listening and learning what customers really want. And then responding. #mmchat

@JulieTyios: @BrandIdeas - Yes! And also not always in your social feeds. How do brands ensure they are there when the customer needs them? #MMchat

@chieflemonhead: It's bout authentic actions! Consider #Kia giving vehicle 2 family w/ a sick child 2 get 2 the hospital http://t.co/s8vAIwNk #mmchat

@zacharyjeans: “@ValaAfshar: The easiest thing is to react. The second easiest is to respond. But the hardest thing is to initiate. Seth Godin #mmchat” yep

@ElinSilveous: @TheSocialCMO Congratulations On your 104th engaging, informative #MMChat . You rock it!

@ShannonBelew: @JulieTyios @feastinc can every post or interaction offer value? Seems like sometimes brands just want to fill space vs be valuable #MMChat

@simspot: @chieflemonhead @Rogers wonder how successful #outrank will be for canadian SMBs, of which <45% have websites http://t.co/FeOKWVqq #mmchat

@digitalfemme: Good Question @JulieTyios How 'engaged' do brands have 2B? Do they .. need 2B everywhere, or just there when customers need them? #MMchat

@ValaAfshar: In the social era, a "hidden agenda" is no longer hidden. Authenticity is key to successful open collaboration. #mmchat

@JulieTyios: @susanborst @chieflemonhead - Agreed, which leads into the value Q. If you have a diverse base, 1-size mktg does not always work. #MMchat

@chieflemonhead: RT @ValaAfshar: In the social era, a "hidden agenda" is no longer hidden. Authenticity is key to successful open collaboration. #mmchat

@Pinnacle_TMS: RT @BrandIdeas: the Internet is a 24/7 lifestyle -brands need to be accessible-and available #mmchat

@JulieTyios: @brandcottage @chieflemonhead - Agreed, while serving the needs of individual customers. #MMchat

@chieflemonhead: @simspot Certainly, the #OutRank service is not for everyone, but will help those that need. #mmchat

@ValaAfshar: Authenticity is the intersection of what you think, what you believe, and what you do. #mmchat #socbiz

@SteveCassady: RT @Pinnacle_TMS: RT @BrandIdeas: the Internet is a 24/7 lifestyle -brands need to be accessible-and available #mmchat

@chieflemonhead: RT @ValaAfshar: Authenticity is the intersection of what you think, what you believe, and what you do. #mmchat #socbiz

@forceDotMom: RT @ValaAfshar: Surround yourself with supportive truth tellers - a healthy orbit of encouragement and momentum. #mmchat

@TheSocialCMO: Q6) Interesting, so, how does understanding context, bonding & building trust connect to the motivational orbit? #MMChat

@SteveCassady: Like that def RT @ValaAfshar: Authenticity is the intersection of what you think, what you believe, and what you do. #mmchat #socbiz #mmchat

@Andy216: @chieflemonhead Somehow Kia pulled that off without seeming like they patted themself on the back too hard. #mmchat

@BrandIdeas: brands that are inclusive of community & take corporate citizenship to mean community and global citizenship make friends #mmchat

@ValaAfshar: @SteveCassady thank you Steve. #mmchat

@chieflemonhead: Understand context, motivators revealed: safety/stability 4 SMB owners; esteem/belonging 4 teen going 2 concert; love 4 a pet owner #MMChat

@JulieTyios: @ShannonBelew @feastinc - That is exactly what I'm saying, Shannon. Big diff between serving community and trying to direct it. #MMchat

@SteveCassady: RT @TheSocialCMO: Q6) Interesting, so, how does understanding context, bonding & building trust connect to the motivational orbit? #mmchat

@chieflemonhead: Understand motivators, bond w/ audience. Bond w/ audience, provide value. Provide value, gain loyalty. #MMChat

@LADLynn: RT @ValaAfshar: Authenticity is the intersection of what you think, what you believe, and what you do. #mmchat #socbiz

@chieflemonhead: Thru context, u will uncover a combination of motivators. If u only focus on price, u lose a real human connection. #MMChat

@chieflemonhead: Human beings r more complex than a single motivator. Their motivators r always in orbit. Build products/pgms that respond to combo. #MMChat

@chieflemonhead: In the long run, it is those businesses that recognize the humanity who will find success. #MMChat

@JulieTyios: #MMchat Sorry guys, I've totally detailed the conversation with some marketing Qs I've been pondering lately. My apologies!

@SteveCassady: Yep! RT @chieflemonhead: Understand motivators, bond w/ audience. Bond w/ audience, provide value. Provide value, gain loyalty. #mmchat

@TheSocialCMO: Sorry all! Someone turned off wireless at the community Centre, just drove to other end of town to connect to Suds On Main wireless! #MMchat

@ValaAfshar: The community is one when you share where you are going and why - understanding, motivates. #mmchat #socbiz

@chieflemonhead: RT @ValaAfshar: The community is one when you share where you are going and why - understanding, motivates. #mmchat #socbiz

@susanborst: @TheSocialCMO Suds on Main...love it~ #mmchat

@simspot: +1 esp the doing part! RT @ValaAfshar: Authenticity is the intersection of what u think, what u believe and what u do. #mmchat #socbiz

@BrandIdeas: @chieflemonhead Yes people relationship with brand transcends what it does -to who it is-and how it makes them feel about themselves #mmchat

@TheSocialCMO: @ElinSilveous Thanks Elin! Cheers! #MMchat

@TheSocialCMO: @susanborst Hahaha! Fortunately it only takes 1 minute to drive to other end of town here! #MMchat

@ADHumlen: Agree @valaafshar: In social era, a "hidden agenda" is no longer hidden.I would add that actions of sincerity & courage =integrity #mmchat

@forceDotMom: @ValaAfshar mmm, good one. What's an #mmchat?

@MainandWall: RT @ValaAfshar: In the social era, a "hidden agenda" is no longer hidden. Authenticity is key to successful open collaboration. #mmchat

@ShannonBelew: RT @ValaAfshar: Authenticity is the intersection of what you think, what you believe, and what you do. #mmchat #socbiz

@susanborst: @chieflemonhead Mostly agree, but how about the biggies like Apple that do not engage online? #mmchat

@aalamoidi20: RT @brandcottage: @thesocialcmo alot of good sharing and learning in two years. Thank you! @ADHumlen #mmchat

@SteveCassady: He's got those "Hot Spots" down RT @susanborst: @TheSocialCMO Suds on Main...love it~ #mmchat

@chieflemonhead: @susanborst Apple has mobilized its ambassadors: employees/fans, to engage for them. Live & online. #mmchat

@ValaAfshar: The brand that shares, cares. social collaboration can widen your circle of influence - invest before looking for returns. #mmchat

@SteveCassady: LOL RT @TheSocialCMO: @susanborst Hahaha! Fortunately it only takes 1 minute to drive to other end of town here! #mmchat

@ADHumlen: Agree!n RT @chieflemonhead: In the long run, it is those businesses that recognize the humanity who will find success. #MMChat

@chieflemonhead: @susanborst Though we don't see Apple (corporate), we meet the "geniuses" at the Apple Store & talk to MANY a-fan! #mmchat

@Andy216: @chieflemonhead Is that a good strategy for Apple? #mmchat

@susanborst: @chieflemonhead I meant social online. Of course once you are in their 'hood - they are awesome! #mmchat

@ValaAfshar: @forceDotMom #mmchat is "marketer monday chat" hosted by @theSocialCMO

@TheSocialCMO: @forceDotMom Brandy, To learn more about #MMchat just check out our MMchat Event page on The @TheSocialCMO blog http://t.co/sxcAmrkV

@ShannonBelew: @susanborst @chieflemonhead Apple is an exception for many things. #mmchat

@brandcottage: @chieflemonhead @susanborst the Apple ambassadors and true fans are vocal on forums, blogs, and other places. #mmchat

@chieflemonhead: @Andy216 Perhaps Apple feels safe in allowing non-Apple employees (corporate) to portray the brand. It works for them! #mmchat

@TheSocialCMO: We'll now open up #MMchat for your questions! Judi @ChiefLemonhead will answer as many as she can in the time remaining! #MMchat

@JulieTyios: @chieflemonhead - Like it. Q I think about often: In the social mktg era, how do you build relationships in a cost-effective way? #MMchat

@BrandIdeas: The best way a brand can evaluate "social" is to ring itself up and see what its like on call waiting (keep testing touch points) #mmchat

@brandcottage: @shannonbelew @susanborst @chieflemonhead Apple is the envy of every brand because they have fans who do the lifting up. #mmchat

@chieflemonhead: @JulieTyios #SoMe is a gr8 "cost-effective" way 2 scale one-to-one, but it's not a scapegoat. Authenticity is necessary & priceless! #mmchat

@KyBedard: RT @ValaAfshar: The community is one when you share where you are going and why - understanding, motivates. #mmchat #socbiz

@simspot: agreed RT @ShannonBelew: @susanborst @chieflemonhead Apple is an exception for many things. #mmchat

@ValaAfshar: Adopt a "customer for life" mindset; view ROI as "return on interest" - be interested in your customer's success. #mmchat

@AppsCare: RT @chieflemonhead: In order to build that trust, u have to bond w/ ur consumer. Your biz operates in a community, not a vacuum. #MMChat

@chieflemonhead: RT @ValaAfshar: Adopt a "customer for life" mindset; view ROI as "return on interest" - be interested in your customer's success. #mmchat

@SteveCassady: RT @TheSocialCMO: Well now openup #MMchat for your questions! Judi @ChiefLemonhead will answer as many as she can in time remaining! #mmchat

@Andy216: @chieflemonhead Apple is interesting in that they have always charged for their support. And fans defend the practice. #mmchat

@brandcottage: @brandideas If you can actually get a live person on the phone, miracle! #mmchat

@simspot: RT @ValaAfshar: Adopt a "customer for life" mindset; view ROI as "return on interest" - be interested in your customer's success. #mmchat

@susanborst: @ShannonBelew Yes it is,& many of the most 'popular' social accounts never engage back.They give what is expected and that's fine. #mmchat

@TheSocialCMO: Please be sure to include #MMchat in your questions for Judi @ChiefLemonhead so we pick them up! Cheers! #MMchat

@ValaAfshar: Build amazingly innovative products, led by the greatest entrepreneur in the past 100 years, and you can be Apple. #mmchat

@chieflemonhead: RT @ValaAfshar: Build amazingly innovative products, led by the greatest entrepreneur in the past 100 years, and you can be Apple. #mmchat

@chieflemonhead: @ValaAfshar Too funny! I'll get right on that. :-) #mmchat

@chieflemonhead: @JulieTyios Certainly not! Authenticity is one part of the puzzle. Consistency & caring - to a relevant context is another. #mmchat

@ValaAfshar: @chieflemonhead comparing businesses to the biggest company in the world is not a good strategy. #mmchat

@Andy216: @ValaAfshar maybe not even then. #mmchat

@sunaynat: @JulieTyios @chieflemonhead #MMchat IMO listening and engagement is the secret sauce to building relationships both online and IRL.

@chieflemonhead: If a brand is there when u need it & delivers genuine caring @ all touchpoints, u start 2 buy into the relationship. #mmchat

@chieflemonhead: RT @sunaynat: @JulieTyios @chieflemonhead #MMchat IMO listening and engagement is the secret sauce to building relationships both online and IRL.

@ElinSilveous: @TheSocialCMO @chieflemonhead Thank you bother and everyone for an interesting #MMChat Have a safe, fun week.

@ADHumlen: Apple gets far more "benefit of doubt" b/c of emotional value & aspirational qual. about brand i.e.They're not tops 4 Social & Green #mmchat

@ValaAfshar: @Andy216 exactly - find what you are good at, that is relevant to the market, and then work really hard to get better. #mmchat

@TheSocialCMO: Thanks for joining! Your participation & feedback was GREAT! An extra SPECIAL thanks to Judi @ChiefLemonhead for joining us! #MMchat

@ShannonBelew: RT @sunaynat: @JulieTyios @chieflemonhead #MMchat IMO listening and engagement is the secret sauce to building relationships both online and IRL.

@TheSocialCMO: Next week’s 105th #MMchat is with Mary-Ann Somers @MASomers of @VEBatCoke ‘The Art of Emerging Brands: Discovery, Storytelling & Community’

@chieflemonhead: Thanks, Jeff! Had a fabulous time. @TheSocialCMO #mmchat

@BrandIdeas: @chieflemonhead do you have a link to your orbit theory (infographic or blog) ?? #mmchat

@chieflemonhead: RT @TheSocialCMO: Next week’s 105th #MMchat is with Mary-Ann Somers @MASomers of @VEBatCoke ‘The Art of Emerging Brands: Discovery, Storytelling & Community’

@TheSocialCMO: Follow @TheSocialCMO to stay updated on all things #MMchat including upcoming SPECIAL guests, transcripts and more! #MMchat

@chieflemonhead: @BrandIdeas Absolutely: http://t.co/d03PJT31 - would love the feedback! #mmchat

@ValaAfshar: Market is the wind; we cannot control the wind. Smart companies position themselves ahead of it. #mmchat

@TheSocialCMO: The transcript for tonight’s #MMchat will be posted tomorrow on @TheSocialCMO blog http://t.co/3WlcIqQM #MMchat

@TheSocialCMO: Bookmark & visit our #MMchat Master Schedule to keep up on upcoming guests & review our 103 transcripts to date! http://t.co/yPUjvkUE

@JulieTyios: @lttlewys @chieflemonhead - Oh, I wish. :) Will we see you at #SoMix2012, Brandie? Can chat with wine/scotch then. #MMchat

@TheSocialCMO: Thanks everyone! Have a GREAT night and hope to see you all next week on our 105th #MMchat ! =)

@TheSocialCMO: And of course it’s ALL of you the #MMchat tweeps that make #MMchat the special time it is !!