What is Beyond Buzz Marketing?

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April 7, 2011

So, you had an awesome ‘pull’ strategy. Your promotional strategy became the talk of the town. People are responding on a daily basis. Is that it? – to merely generate as many responses at one go? What’s next?

Just a week ago a local hair salon dropped a simple viral bomb in the community where I live – especially for the ladies. They hit the streets distributing ladies-only vouchers that entitles them to have a hair cut by a professional stylist at only RM1, for 1 week only. Yes, only RM1, equivalent to only 33 cents USD – it was definitely a steal and it became the talk of the town almost immediately.

Needless to say, both my mum and sis were drawn to the offer and they decided to make a trip to the salon to give it a shot after making a prior appointment. They walked in, confirmed their appointment and here comes the stylist. Being accustomed to a typical salon’s service, my mum described how she wanted her hair to be layered and was given the reply “your hair is already layered so we do not need to do anything to it”. As for my sis, well, snap-snap-snap and the whole ordeal was done in less than 5 minutes.

What happened here? The salon came up with a great ‘pull’ strategy and managed to get the crowd in. Do you really want to keep your customers in for only 5 minutes? It would have been a great opportunity for them to showcase their professionalism, services, hospitality and etc but they chose to give it away.

What they could have done?

1. A proper welcome would be nice. It doesn’t need to be elaborate but since there was a prior appointment made, perhaps the staffs could standby to greet you and guide you to a (labeled / reserved) seat? That would be a simple, but personalized service.

2. Cease the opportunity for a proper introduction. The objective of the promotion is definitely to generate future repeat customers. A mini tour around the salon, explaining the store’s concept, products, equipments and etc may instill confidence and memorability to your brand.

3. Leave something with the customers as they go. A return voucher, a loyalty card, a picture taken and signed by your hairstylist or anything that reminds them of you.

These small and inexpensive gestures can go a long, long way.

How important are your promotional / viral strategies? Very. A follow-up strategy? Imperative.

How would you react if you were there? What can they do better? Do share them below :)

Quality Over Quantity, Really?

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April 5, 2011

| Jan Wong

With the number of new blogs and social media accounts being setup every single day, it is no wonder why quality is preferred over quantity. After all, visitors prefer quality content over frequency of updates, right? The question is – is that all it is to it?

This has always been a topic amongst bloggers and businesses alike. I know of bloggers that go all out, putting up at least 3 posts a day with the reason of generating more traffic. Nothing wrong with that as long it is working for him. There are also others – businesses, to be exact, that posts only on a weekly basis. Does that make them weaker candidates on social media?

How about status updates on Facebook and on Twitter? Are frequent updates more inclined to be followed or be seen as ‘active’ on the network? Or will an update a day do the trick?

Is Quality ‘IT’?

Sure, quality is very important especially today where everyone can create content. Imagine – with 600 million users on Facebook, 1 update per user produces 600 million updates. That’s some massive content but how many of them are quality content? Quality content allows you to rise above the social media clutter. The usage of words, language proficiency, degree of insight, research and more all contribute to quality content.

One thing from missing from the list of quality content is that you’ll also require to have a quality NETWORK or COMMUNITY. Producing quality content without the right audience renders your hard work useless. With the right network, your content has the potential to gain more eyeballs and spark off even more ideas through discussions.

What About Quantity?

Having that said, let’s come back to the question – is quantity insignificant then? I personally do not think so. Quantity matters, too! Here are 4 simple reasons why:

1. If you’re new to social media, it matters to make yourself visible. Post frequently and consistently to capture attention. Avoid using same sentences in your updates as you do not want to be spammy! Be creative.
2. If you’re a blogger, the total amount of your posts count. This does not mean that you should be posting relentlessly, but your post count should show that you’re consistent and you’re serious. Readers may not find you credible / serious if your last post is 6 months away.
3. If you update Facebook, Twitter or more, your interactions count. You should engage in conversations with your customers and networks – don’t just chat, share ideas and position yourself as both an avid learner AND an expert in your field.
4. If you use Twitter, the number of your followers speak. The number of lists you’re added to also speaks. Most people only follow others that have more followers than how many they are following (i am one of them) because it indirectly suggests that you’re ‘followable material’ and that there is just something about you.

What does this mean?

“Quantity matters in social media. The trick is knowing the right amount to spill.”

Sharing time! What is your take on quantity and quality? Do leave your comments below!

How to: Manage Your Time on Social Media?

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March 29, 2011

| Jan Wong

Let’s face it – as many benefits we can draw from social media, social media can also be very distracting. Never mind the plenitude of Facebook games – just spending time on researching, content creation and engaging (i.e. replying) across social media networks can cost one the entire day!

“How much time should I spend on social media? Am I spending too much time on social media?”

Do you ask those questions?

Many do. Small and big companies, groups and individuals alike – you’re not alone. Truth be told, there is never enough time on social media as there are always time for something on it. The trick is to know how much or how little is enough for your business – yes, time management even for social media.

Understanding the Components of Social Media

Social media in general consists of 3 important aspects that both businesses and individuals cannot overlook:

1. Listening

Perhaps one of the most powerful attribute of social media networks as it enabled businesses to find out what the consumer is talking about, their complains and suggestions – something unachievable back then.

I personally prefer to do this at the start of the day. It can comprise of looking at what your competitors are doing, looking up what your fans and followers are talking about, catching up with the latest news in the industry on various sites and etc.

2. Communicating / Engaging

Ah, the essence of social media networks – being social. What good it is if you’re part of a huge community (e.g. Facebook fan page) that does not communicate? This is where you take genuine interest in your followers and fans by talking NOT pitching to them.

This should take the bulk of your time on social media networks. This includes commenting on blogs, replying to messages and also content sharing. Remember, its not just about sharing your content but to share other quality content that you may find – tweet and retweet them, stumble them, like and share them on Facebook! Not only it grants you exposure, it opens up opportunities for you to expand your network within your industry.

I usually do this on the move with my phone – while waiting for the escalator, waiting for food to be served, at a long queue, waiting for a parking bay (some times this alone takes up to 30 mins!) and etc.

3. Content Creation

Creating content has never been easier with the help of blogging tools such as WordPress, Blogger, Tumblr and more. What’s great about creating your own content is that you’re able to position yourself as an industry expert, granting your brand more credibility compared to your competitors.

If writing isn’t exactly up your sleeves, try creating video clips, screen casts, infographics, podcasts or even post pictures of your work (especially for photographers) on networks such as YouTube, Vimeo, Flickr, Deviant Art and etc. Every content you create can be powerful when positioned using the right medium, even greater when combined with the first 2 aspects above!

What Determines the Amount of Time Spent?

Now, now.. I wished there was some kind of a success formula to social media: X hours x Y medium = AwesomeResults but there really isn’t. Having that said, I believe what determines the time spent for your social media network truly depends on your GOALS.

Yes, your GOALS – what do you want to achieve out of social media.

From there, you should be able to identify how much time should you spend on Listening, Communicating and Creating Content. For me, I spend about 2-3 hours daily on my networks on a busy day and here’s how I do it on a daily basis:

50% for Communicating and Engaging
25% for Listening
25% for Creating new Content

What do I achieve out of it? I know that as long I stick to my plan, I’ve covered the important aspects of social media, allowing me to achieve my goals AND YET have plenty of time for me to work on my projects with my clients. You can do that too!

Where Can We Go From Here?

1. Find out how much time are you spending on social media
2. Ask yourself: are what you’re doing in line with your goals?
3. Which of the 3 aspects are most important to you?
4. Establish a plan that you can follow on a daily basis encompassing all 3 aspects
5. Evaluate whether the plan works for you from time to time

Do you have a social media plan? I would love to hear what worked (and what did not) for you!

How Long Should Your Company Spend on Social Media in a Day?

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March 22, 2011

| Jan Wong

This question has been popping up quite a lot in my recent conversations with clients and friends alike – how much is too much and how do one estimate accordingly? Some companies swear by 1-hour daily while some go with 24-hours constant monitoring – is that really necessary?

The duration spent on social media defers from one to another and is dependent on 2 simple factors:

#1: The social media tools your company is using

Some tools require more time to monitor (e.g. Facebook and Twitter) compared to others (e.g. blogs) as tools such as Facebook has a lot more interactivity going on as compared to blogs. Also depending on the size of your network, you may need to spend more time replying to posts, @mentions and comments left by your followers or readers.

The more tools you use will definitely take up more time so be selective! Use only those that matters most for your business and concentrate on them first!

#2: What social media is used for (i.e. its intended purpose)

This goes all the way back to your company’s objectives in utilizing social media in the first place. Is it used to disseminate information? Is it used to promote your products / services? It is used to listen to what’s hot and not? It is used to engage with your customers? Is it used to attract new customers? Is it used to obtain feedback? Your reasons will determine how long you would want to spend on social media. If you’re just wanting to disseminate information, chances are, you’ll only need to spend time on content creation while if you’re there to listen to complains, you may want to play a more active role.

Be clear of what you want to achieve with social media networks as you won’t be able to do everything at one go especially if you’re new to it.

Closing Thoughts

As simple as it seems, most companies intend to dive into the sea of social media tools without first understanding what is required and whether it is really necessary. Not every business requires a blog and not every business have to be on Twitter.

Know your goals and no longer you’ll feel that time is never enough on social media. Know why you’re doing it and no longer you’ll feel that the results does not justify your time.

Coming up next: How to manage your time on social media?

How to: Treat Customers as a SOURCE, not Destination

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March 7, 2011

| Jan Wong

Social media opened the door for businesses and companies to reach customers quickly. In fact, some companies found that having a personal connection with their customers eventually led to a longer buying cycle with over a 179% sale conversion. How cool is that? By understanding the difference between customers as a source and destination, we will look at 4 simple but different ways to treat customers as a source for your business.

#1: Get Them Involved

Instead of pushing them the decision (e.g. a product or a service), get them involved! Listen to what they have to say – it can be ideas, feedbacks and suggestions that can improve your initial plans. After all, it makes sense to listen to those that will be buying from you.

How to do it: Most social media tools such as Facebook and Twitter allows an interactive platform for businesses and individuals alike. Create polls, facilitate discussions, run contests – anything to keep that conversation going.

#2: Show Your Face

Not literally, giving a human touch to your business does make a difference. A cold, corporate front does not seem to work well on social media networks. They key here is to communicate, talk to your customers and be genuine to everyone of them.

How to do it: Talk to them – drop them a message, reply their posts, ‘like’ what they are doing, ‘retweet’ their content and etc. Basically to be interested in what they are doing as a friend would do for another on social networks.

#3: Let Them Talk

Sure, we love to hear compliments from our customers but they are times where complains and dissatisfaction happen. Do you delete those messages at sight? NEVER! Let customers have their say and address the situation tactfully. Remember, other customers are watching and deleting it often results in a negative impression.

How to do it: Respond within the shortest time possible. Apologizing works in most situations. Provide a short explanation and also request if the customer would like to talk further with a person-in-charge either by phone / email / etc.

#4: Be Transparent

Show them what’s behind the scenes! Nah, you do not need to reveal your secrets but you can always keep your customers engaged by showing them what usually happens in your business. It can be pictures of product sketches or even videos on how to make a donut (if you’re in the donut business).

How to do it: The goal is to keep your customers updated with the latest happenings of your business. Look for opportunities to share them as these ‘backstage’ details often engage customers.

Are Customers A Source or Destination?

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February 21, 2011

| Jan Wong

Every business loves customers. They want customers to come back again and again using various promotional campaigns, customer relationship management tools, loyalty programs and more but it just won’t seem to work for some.

Ever wondered why?

Ask yourself: Are your customers a source or destination?

Customers: As a Destination

Traditionally, customers are treated as the destination. It is where businesses want their products / services to land up with – in the hands of their customers, destination. It is where businesses want their brand message to hit – in the minds of their customers, destination. It is where business want response for their campaigns – the participation of their customers, destination.. you get the point.

Businesses that see customers as a destination usually develops a one-way relationship with them, in spite of wanting to build a (two-way) relationship with them.

Customers: As a Source

So, what about treating customers as the source instead? It makes all the difference. It is where businesses take time to listen to their customers – their source of feedback. It is where businesses takes into consideration their customers’ requirements – their source of ideas and innovation. It is where businesses respond to their customers positively – because they know they are the source for their business.

Businesses that see customers as a source creates a two-way relationship with them. A relationship that allows co-creation and co-promotion to take place, allows the growth of fan base and ultimately, the growth of the business itself.

Are your customers a source or destination to your business? You can make the difference!

Next: How to treat customers as a destination, not a source!

Why Local Online Marketing Is Just As Important

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February 16, 2011

| Jan Wong

Are you ready to have a Local Business with a Global Advantage?

With the growth of the Internet, mobile web and social media networks, it is no wonder why businesses today are wanting to be online for maximum brand presence and exposure. Nothing wrong with that, but through the course of talking to various clients, it would seem that most businesses are so engrossed in getting GLOBAL exposure, neglecting the potential LOCALLY.

Now, I understand that businesses (especially small businesses) are in the game to make big sales and going into international waters but if you neglect your local audience, chances are, you may not make it internationally as well.

Why is it so?

#1: You’re in for HUGE Competition

It is important to understand that if you’re going global, you need to be even more aware of your competitors. Of course, you may have identified a niche market here and there but you’ll still have to compete your way up to gain web traffic and fans, not to forget the climb up the SEO rankings.

#2: Logistics

This is really simple but many tend to look over this matter. Is your business capable of shipping globally when sales happen? If so, great! But most of the time the answer I receive is “we will see if we can accommodate the request when it happens – we’ll leave it as that for now”. Do you really want to put all the effort to finally get some results, only to react when it happens?

Don’t get me wrong – I’m not against your business going global, but am suggesting that you may also want to start off being a champion locally, first. Why?

#1: Sandbox

You can first test your operations / system / procedures to see if they are too complicated to follow, or if there are any loop holes BEFORE going global. This may in return save you time, money and effort since the problem is still within local reach. After all, this can be considered as a “beta” phase to your business.

#2: Champion of the Pond

When it comes to online marketing, having a niche (the pond) makes it all the easier, what more if it’s localized. For example, “Advertising Firms in Malaysia” would probably be easier than “Advertising Firms” when it comes to online positioning locally. Start off by getting a foothold in your geographic location, then slowly expand when the time is right. By doing so, you’re also…

#3: Gathering of Supporters

This is important if you’re intending of going global in the long run and social media networks makes it all the easier. Blog comments, Facebook wall posts, Tweets and even tips / recommendations on Four Square allows real people to post real feedbacks about your business and CAN influence prospects’ buying decision. I don’t know about you but if it will make a whole lot of difference to me if I see a product / brand that has a huge fan base with feedback as opposed to none, especially if the business is not based locally.

#4: Additional Visibility

Being visible to your local customers can grant you even more visibility, especially when you’re already the champion in the pond and with a strong fan base! Imagine online reviews or even offline write-ups on local media – all these gives you additional exposure AND lands credibility to your business.

Start looking inwards and you’ll be on your way there! I’ll be happy to hear your thoughts on this topic, too!

Branding.. A Dilemma in Malaysian Small Businesses

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December 29, 2010

| Jan Wong

branding among malaysian SMEs Branding is often talked about in both big and small businesses globally. Small businesses in Malaysia (also known as Small Medium Enterprises) are also often in the quest of ‘branding’. However, many of them fail to realize what branding is all about. They think that…

#1: Branding is Advertising

I would say that 95% of the time when I talk to clients in the very first meeting, clients would automatically talk about designing brochures, buntings, banners, newspaper advertisements, billboards, commercials and etc. If only branding is THAT easy…

Advertising is just one of the many tools for a branding process. So are your corporate identity, corporate trainings, team building activities, public relations, social media and events.. they are branding tools to create a brand perception among your target audience, for them to get to know you better in the most relevant method.

#2: Branding Requires A Huge Budget

Having said that, many will begin to think branding is out of their pocket’s league – and that isn’t true. The only budget a business should have is time. Branding takes time and is scalable to your monetary budget. In most situations, branding starts internally, within your own business – your directors, managers, employees, everyone.

branding inwards THEN outwards!

How so? If these people do not believe in your brand, you’ll have a hard time convincing your target audience to believe in you. Always examine inwards before going out there! Consumers are getting smarter these days and you definitely do not want to be seen as an empty brand.

“Ever seen a giant billboard by the highway and you went “that product isn’t any good” or “their customer service is lousy”? Start inwards!“

#3: Branding = Sales

This is perhaps what frustrates me the most – businesses tend to think that the minute they step into the branding process, sales will roll in like never before. If that is your purpose in branding, you’re heading the wrong direction. It takes time.. and for some, LOTS of time.

Why? Simple. One of our client in a retail business have been wanting to have a place in various major shopping malls in Malaysia and they couldn’t – their existing brand image does not meet the requirements of these locations. What we did immediately was to create a fresh brand image for them.. from scratch!

sales vs branding

We went through the motion of brainstorming, creating a new theme / concept, logo, training sessions and the likes and yes, it took a couple of months to get everything in place as they do not have any proper organization (i.e. management) as yet.

As you could’ve guessed, they gave up half way through with the reason of – there was no increase in sales. They see all they’ve spent as a liability instead of an investment – an asset to their business for expansion. Strange, but true. There are many out there that still think branding is the magic word to sales but unfortunately, it does not work that way in reality.

If Only Branding Is THAT Easy..

What is your take on branding? Have you came across brands you thought that they were ’empty’? How do you define ‘successful branding’?

Do share you thoughts here! :)

2010 Was Filled With Viral Videos

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December 24, 2010

| Jan Wong

It’s only a day before Christmas and the 2nd last Friday of 2010.. how exciting! If you’ve been following this site, you’ll probably realize that I occasionally post up various viral videos that has attracted my attention (and millions around the world).

I must say that 2010 was a year where I’ve seen the most viral videos as compared to the years before. From cats in IKEA to a barbecue party of phones.. there’s just so many out there that made it big via videos this year.

Having said that, I would like to share 4 more viral videos before the year ends, 4 videos which I’ve found interesting from 4 different industries using different concepts / themes:

#1: The Google Chrome Speed Test

I’ve never thought a browser could produce a video featuring it’s speed in such an environment – comparing it with the speed of sound, lightning and a potato. Once again, this is a video riding on the UNCONVENTIONAL route, a key to create conversations and attention among viewers.

#2: Safety Campaign

Instead of using the usual route of illustrating gory scenes of road accidents and the consequences of driving without seat belts, this video used EMOTIONS as their key to get people talking. You need to watch it to see it (or rather, feel it) for yourself.

#3: Samsung Digital Camcorder

Bored of seeing ads introducing the latest gadget and it’s functionalities? This is a product launch video with a twist – they filmed it using the camcorder itself and filmed something really interesting to watch – someone with crazy business card throwing skills! Although the video does not speak about the product much, it serves it’s purpose to attract attention and now more people will know of the product’s existence. They used the OUTRAGEOUS key to unlock conversations.

#4: Interactive!

This has to be one of my favourites! Perhaps one of the very few that pushed the limits of viral videos, taking it really far! In fact, they managed to cleverly and creatively promote their product within the video which you MUST SEE for yourself! This is definitely a combination of UNCONVENTIONAL and HILARIOUS allowing it to receive over 13 million views!

So, you want to create something that goes viral?

Think the keys of unlocking conversations: UNCONVENTIONAL, OUTRAGEOUS, EMOTIONS and HILARIOUS – You’ll be on your way to your very own viral campaign.

Have a HAPPY and BLESSED CHRISTMAS! :)

How to: Integrate Social Media in Business Using Blogs (Part 3)

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December 22, 2010

| Jan Wong

So you now have a blog up and running and you’re working on your posts consistently, great! The common question I face during meetups with clients is: “Is that enough?”.

Is it?

It depends. It depends on how far you want to take your company / brand. If you’re comfortable having that limited number of readers or if you have no problem with a slow and steady organic growth of readership, then yes, it is enough.

However in most cases, companies and businesses would want to see results fast. They want to build a huge readership base within the shortest amount of time possible. Some make it, some don’t. Why? It takes a little more than just commitment and consistency to make it happen.

Here are 3 tips on how businesses can build readership:

#1: Guest Posting

This is pretty straight forward. Just like how your business is looking for opportunities to be featured on newspaper / magazine columns, you can write guest posts on other people’s blogs! All you need to do is to be on a lookout for opportunities to guest post – contact the site / blog owner to see if you can do so.

Remember to offer something in return such as an offer for them to write a guest post on your site, or to do a special feature about them or by linking them up. After all, it is a mutual benefit. Look for sites / blogs that relates to your industry so that your brand image is consistent. You may also want to wait till you have a healthy amount of posts on your site before approaching others as they too, will want to know of your expertise :)

#2: Commenting

Just like guest posting, commenting on other writer’s posts can bring about great exposure to your business. How so? When you leave constructive comments and / or share ideas, you’re actually engaging with the author and fellow peers. This means that you will be recognized and when that happens, chances are, they too will drop by and visit your site as you leave your link.

Now be careful to not go on a commenting spree and leave links all over the blogosphere as that is equivalent to spam and that will work in reverse for you. Instead, look for sites that you can contribute ideas and learn from and get started on a healthy discussion – that will work much better as you position yourself in the industry on blogs.

#3: Submit / Syndicate Your Posts

One good way of getting more readers is to leave as many trails of your post as possible on the web. It can be on Facebook, Twitter, LinkedIn, Stumble Upon, Reddit, Digg and the list never ends! Fortunately with the abundance of tools out there, you can get your posts in multiple places in one go such as Google’s Feedburner or if you’re using the Chrome browser, the Shareaholic extension makes things really simple, too!

Suggested read: I found this timely article here that suggests some of today’s growing tools you can submit your posts to to grow your readership network.

Is there more?

There sure is but the above 3 should be able to get things going pretty well for a start especially if you’re new to the blogging scene. Focus on growing your networks through engagement and do not worry about other techniques for now, you’ll definitely get there soon enough!

Do you have tips to share? I would love to hear what works / doesn’t work for you, too! :)