Mad Men & Social Media: Why it Works

July 19th, 2010

Mad Men is my new favorite show.  I’m late to the party, but sometimes the late arrivers have the most fun, right? Anyhow, I don’t just love Mad Men because I get to watch the show, I love it because of the interactive experience that is enabled through Social Media.  Let’s talk about why this works and why it works so well..

1) Good Product: A good following starts with a good product.  Mad Men is an incredibly intelligent drama that exhibits strong character development for each member of its cast, which creates an ensemble that viewers can relate with on multiple levels.  People are interested in this, and after watching the show, want more!

2) Smart Interaction: People love to feel like they are a part of the things they love, which is the essence of why Social Media works so well.  Rather than watching from afar individuals can participate in the conversation and be part of the show by commenting on the creative posts or taking it the next level with quizzes such as Mad Men: Job Interview and with the Mad Men Yourself platform.

3) User Generated Content: Through the interactive features offered comes user generated content such as a picture of the character that a user has created.  User generated content is compelling because user’s have something to show for their time and effort–a takeaway that allows them to remember the experience.  It’s kind of like shopping and purchasing something.  The experience feels better when we get to take something home.

4) Ease of Sharing: Now that the user has created content or had an experience what do they do with it?  Adding Social Plugins that make it easy to share maximize efforts behind Social Media and complete the user experience.  The user shares the picture they created with their friends online which allows the feature to go viral, and the user is excited to share what they have created because they love the show Mad Men, feel connected to it, and wants all of their friends to know it!

Steal This Event: Part 1

July 12th, 2010

This is one of the coolest and most frustrating mornings of the year. I’m blogging from the set of a comedy called Grassroots that’s filming this summer in Seattle. We’re on location in South Lake Union at a bar called Paddy Coyne’s. In order to get this location, I had to make friends with the owner, an amazing Irishman named Pat, who isn’t involved in the film industry and has never had a production crew in his bar before, ever. Pat was generous, trusting….and late to set! Unable to reach him by cell and faced with a crew of 35, standing around their equipment and sweating bullets, I hustled down the block to the nearest other restaurant, The Southlake Bar & Grill, and convinced the cleaning crew to let me inside. Then I convinced the cook to raise the manager (it was 6am) and suddenly we had a new place to shoot, a block away from Paddy’s.

Just as we started to move our production down the block Pat arrived with the keys, 45 minutes late, extremely apologetic. We loaded in and now we have been filming here for hours. Soon we will stop rolling, load up our trucks, and head to the next location (#4 of 27).

Did I screw up this morning? Not really. I had made the deal, confirmed the details, and showed up on time ready to load in. Was it my responsibility to solve the problem of Pat not showing up on time? Absolutely. 100% my job. And I did it. Within 30 minutes of not getting into our location I had convinced a group of strangers to cancel all their other plans for the morning and host our crazy indie film crew. I did it without hesitation. With total humility and confidence that what I was offering these strangers was solid – a chance to be part of something rare and memorable. A story to tell their friends. An opportunity to help artists in need.

So, I end up with this question: Why was I able to sell the opportunity to help Grassroots so quickly, and yet I am so miserably slow and klutzy when it comes to selling myself?Answer to this question: It doesn’t matter. It really doesn’t matter WHY I am bad at selling myself. It is a simple fact that has been proven time after time and the sooner I embrace this fact and form the plan to GET BEYOND IT, the sooner I will find the success and professional excellence that I know I can achieve.

We all have this secret. I am better at some things than anybody else in the world. For instance, as I proved today and have proved in the past, I can convince anybody to try something new and break out of their usual routine, and by the end of the experience we will all be friends with an amazing shared memory.

What I am not best at is doing my own social networking or marketing. I have asked Lauren, who is my friend, to give me some advice. In exchange, I am sharing my honest feedback on the process of going from someone with sloppy and entirely personal online presence to someone with a viable brand that lives and breathes online with only minimal need for occasional CPR.

I suspect that Lauren will teach me how to use tags, soon. Her first bit of advice to me was to create a Facebook page for my company, Steal this Event. Here goes….

Protect Your Brand Online: 5 Simple Steps

June 9th, 2010

If you are engaged in Social Media, thinking about engaging, or have  no interest at all–the advice is still the same.  Here are five key components to aid in protecting your brand online:

1) Secure any usernames that could be associated with your brand on every social network or site that allows for public interaction with your business: Facebook, Twitter, Myspace, Yelp.

2) Allocate ownership of these accounts to business ownership–not the current marketing person who could leave your business and take ownership with them.

3) Control who has access to these accounts within your company.

4) Adhere to a strategy and plan for using social media to protect the type and frequency of communication about your brand.

5) Monitor feedback you get from customers responding to the communication you put out, as well as what is being said elsewhere e.g. Yelp, Facebook pages others might create, so that you are aware of what is being said (good or bad) and can react swiftly and appropriately.

The “Opt in” Factor

June 9th, 2010

Why social media?  Because it works.  Companies from the local grocer to Coca Cola are adopting a marketing plan that incorporates the use of social media because of the ease with which they can reach their customers. I was reminded of this today while shopping at Whole Foods and enjoying sample day.  As I was reflecting on what a great shopping experience I was having and wondering how I could possibly arrange for another one soon I stumbled across a sandwich board that suggested I follow Whole Foods on Facebook or Twitter.

Sure, you can target an ad in a publication that you have determined your customer will stumble upon, but with social media you KNOW your customer likes your brand and wants to hear the latest news or upcoming promotion because they have “opted in” to your updates.  They want more. The best way to reach them frequently and easily is through posting your news to your social media site like Facebook that they are dialed into on a regular basis, which for many people means multiple times a day.

If you’re not connecting with your customers through social media, your competitor is.  Your customer want to opt in to your brand, so what are you waiting for?

The Feedback Loop

May 26th, 2010

You might have heard the term “feedback loop” amidst a discussion about social media, and how it can be used to effectively manage customer service.  A firm believer in this I was reminded why yesterday as I was taking a break from work to do a little online shopping…

Happily trotting my way through the ASOS site and filling up my shopping cart with goodies I realized that all of my hard work had been suddenly reduced to a cart with zero items in it.  No!!!  I went to the trouble of filling my cart back up, only to find that the same thing happened again!  Frustrated, I searched the site for a method to contact ASOS and tell them I was frustrated, and that I wanted to place my order over the phone.  Given that many businesses have converted to an online method of dealing with customer service I was not surprised to find that I had to fill out a contact form.  After being promised that I would be contacted via e-mail within 1 hour I was still frustrated because I wanted to place my order and be done with it.  Now I had to worry that my items wouldn’t be available, and I certainly wasn’t going to try and fill up that cart again only to lose my items…

Suddenly a lightbulb went off in my head..Facebook!  I would go write on their wall to see if I could get some quicker help.  Low and behold, they responded to me within minutes, and told me how to fix my problem. Intrigued by the quick response and excellent customer service, I checked out the page to see if anyone else followed the same method that I had.  Indeed–an entire page full of customer service inquiries, which were all responded to until resolution was reached. Thoroughly impressed, and further satisfied that I was able to fill my cart once and for all, I was reminded why the Feedback Loop that can exist and operate through social media was such a fabulous asset to the marketing platform.  Thank you ASOS!