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Entries Tagged as 'Employees'

Social media = letting others in

January 18th, 2010 · Branding, Business owner/leader stuff, Customers/Clients, Employees, Social Media

88012995 Over the past few months, I have been delivering quite a few presentations on social media to groups (conferences, conventions etc.) of business leaders.

One aspect of embarking into the waters of social media that seems to give most of them some sort of tick is the idea that you have to relinquish some control. 

You can't take advantage of the connectivity, reach and viral nature of he beast without also being willing to connect, reach many people and let others share.  It's like wanting to enjoy the sensation of flying over the water in a boat at high speed but without the engine noise. It' the "other people" part of social media that provides its power.

Here's what I think of as social media's price of admission:

You have to be willing to spotlight and amplify other people's voices:

Many business owners seem to want to mute their employees and customers.  That doesn't work in social media.  Not only do you need to "let them" talk but you need to invite it.  You have to allow comments.  You are the topic of conversation somewhere.  This is just about allowing it to happen (and encouraging it) in your digital home.

You have to be willing to be imperfect:

You need to be willing to be imperfect (like Dominos).  You need to be transparent and that takes some courage.   But let's be honest here.  Everyone already knows you're not perfect.  And…will actually respect and love you all the more for just admitting it.  It's not how or whether you screw up.  It's what you do next that matters.

You have to be willing to let others change your direction:

Viral means letting go.  It means tossing an idea or program out into the social media space and inviting other people to pick up the ball and run with it.  Sometimes, they go where you think they'll go…and sometimes they'll surprise you. 

I'm pretty sure the FourSquare folks (a location based social network) hadn't anticipated that Marcus Brown would create the International Day of the Toilet — and encourage his worldwide network of friends to all create "water closet" venues on Foursquare.  The interesting thing is — will FourSquare shudder at the news or help promote the idea?

There are plenty of other things you need to do to create a successful social media presence.  But…if you can't swallow these three, don't even get started.  Social media is nothing if it's not about inviting other people into the party.

Which of these three is toughest for you?

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5 ways to promote internal training and events

November 10th, 2009 · Employees

Shutterstock_38668822 I had a meeting with a client this morning and one of the topics on the agenda was how could they better promote an internal training event that was optional for the employees.

When I asked how they would normally promote it, they said…we'd make up a flier with all the information and attach it to an e-mail.  We'd send it out to everyone.  We might send it out a couple times or ask their supervisors to also send it out.

There's nothing wrong with what they're doing.  But, there's not enough right. You've got to toss a lot of messages and media into the blender and mix it all up — to try to reach everyone.

Remember, your audience needs to hear your message 8-13 times before they notice that you're talking to them!

Here are some other ideas we came up with as we brainstormed:

Tease them:  Don't give them ALL the information at once.  Give them the bare bones (date, time, place etc.) but keep some of the details for the next communication.

Catch it on camera: Run around the office with a flip camera and record some people who know about the event.  Ask them why they're excited or looking forward to it.  Post it on YouTube, your corporate intranet or someplace else that employees will go see it.

Drip marketing:  Remember….you want your marketing to be a drip, not a downpour.  So why get 6-8 little tidbits of the content (think if it like a snack…which is how we like to consume information) and rather than send out one huge e-mail….once a week, send a tip tied to the content of the training.

Let them eavesdrop:  Using BlogTalk Radio or Skype + Audio Hijack, whip up a quick 5-minute podcast with the presenter.  Let the potential audience hear the presenter's enthusiasm and energy around the topic.

Make it personal:  Draft a quick 15-30 second script and ask every supervisor to personalize it and then leave a voice mail for their direct reports….inviting them to the event.

What have we done?  We've hit them with the written word, teased them with tasty snacks of content, let their peers and supervisor weigh in, used multi-media, and made it personal.

All for the cost of….$0.  (Audio Hijack is $32 if you opt for that solution).

How could you use this recipe for things you need to communicate internally?

Photo courtesy of Shutterstock.com

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Tired of hearing about Zappos? Too bad.

July 9th, 2009 · Customers/Clients, Employees, Passion · 2 Comments

As long as they keep surprising and delighting us….and becoming the poster child for exceptional customer service…you're going to keep hearing about them. Take a minute to read about my marketing cohort Jay Heyman's experience with Zappos and learn.  (e-mail subscribers…click on Jay's name.) What's so memorable and talk-worthy about Jay's story is that one [Read more...]

Is your team in synch?

June 22nd, 2009 · Business owner/leader stuff, Customers/Clients, Employees · 16 Comments

I promise, this is the last blog post squeezed out of the recent DC trip.  I can't help it…it was a fruitful couple of days. I'm in O'Hare, waiting to board the flight to DC.  It's about 5 minutes before boarding and the first officer (or co-captain — whichever is correct) came up from the [Read more...]

Is employee communication really a 2-way street?

April 11th, 2009 · Employees · 7 Comments

Your employees are an absolutely critical audience for your organization.  No brand promise gets delivered, no customer is delighted and no customer feedback flows back to you — if your employees are not inspired and feel like a vital part of the team. So how do you make sure all of that happens?  Talk to [Read more...]

Who really owns your social media persona?

March 17th, 2009 · Employees, Growing & Learning, Trends · 42 Comments

One of the uncomfortable truths that social media is hoisting upon us is that the clear separation between our personal and professional lives that most of our parents enjoyed during their careers is now nothing more than an illusion, if we even try to keep up the facade. When I look at my Facebook updates, [Read more...]

Which customer service example are you?

February 6th, 2009 · Customers/Clients, Employees, Passion · 7 Comments

When I was a kid, I loved Highlights Magazine.  My favorite feature was Goofus and Gallant. If you're over 30, you remember that it was a side by side comparison of two boys and their behavior.  So it might say…. Goofus gets up from the dinner table and goes into his room to listen to [Read more...]

The best way to grow your business

November 23rd, 2008 · Customers/Clients, Employees, Passion, Trends · 41 Comments

So you want more customers?  Happier customers?  Customers who rave about you to others? How about bigger sales per transaction?  More repeat business?  Fewer complaints?  Less down time? The answer to all of those desires…happy employees. Workplace attitude, employee engagement, taking good care of your people, creating a positive and fun work atmosphere…call it what [Read more...]

3 traits of a creative leader

November 23rd, 2008 · Branding, Employees, Passion · 6 Comments

I recently had to say goodbye to a very dear friend.  Al owned an advertising agency in New Hampshire and we’d been a part of each other’s unofficial advisory boards (I wrote about my posse awhile back) for almost 10 years.  I loved him with all my heart and I’ll miss his humor, straight talk [Read more...]

What are your employees trained to watch for?

November 3rd, 2008 · Branding, Customers/Clients, Employees · 9 Comments

I’m in LA for a conference.  So naturally, I went to Disneyland over the weekend.  I was waiting for the parade to start and I was standing next to a couple in their mid-50′s, Bill and Ellen.  (It’s amazing what you learn when you evesdrop a little!)  It was Bill’s birthday and he was wearing [Read more...]