Bob Garfield, the outspoken author of The Chaos Scenario, introduced the concept of “Listenomics.” Over a period of time, the marketing realm has revolutionized the idea of how to communicate with people and has shown us that we can no longer talk at customers, but we need to listen first and foremost. We, as marketers, no longer have an effective power to target, lecture, invade and dictate customers (who can sometimes be strangers).
We have, what Garfield calls, entered the Relationship Era, where building connections with people is more valuable than reaching an audience and selling them something. Instead, we must LISTEN, CONNECT and CULTIVATE… in a nutshell.
Just as Charlene Li and Josh Bernoff argue in Groundswell, marketers and advertisers need to listen. They need to be reading reviews and ratings of customers on products, brands and services they are consuming and understanding what people are saying about them. Such reviews offer a valuable skill set for receiving feedback (whether it is positive or negative).
An example of a company that utilizes social media in their marketing strategy is the worldwide establishment known as Starbucks. To get a better understanding of what Starbucks customers were chatting about, the company created a “My Starbucks Idea” on their web page. The idea was to empower customers by allowing them to voice their opinions about products they wanted to see in store. Options included sharing ideas, voting on them, discussing suggestions and seeing which ideas were the most popular.
The “My Starbucks Idea” campaign was a huge success because of one factor: asking customers what they want and providing a platform for them to talk about it. By reading and listening to what their customers had to say, Starbucks was able to act on the information provided (and publicly) to illustrate that it was in fact serving their consumers (no pun intended).
Not only has Starbucks established themselves on Facebook, Twitter and YouTube, but Starbucks also created an “Ideas in Action” blog that allowed Starbucks employees to provide their acknowledgments of customer insights. The blog also keeps their customers updated with information about the store and its products, which Ayelet Noff of The Starbucks Formula for Social Media Success argues, helps increase brand loyalty, and perhaps even acquire new customers.
Starbucks’s enthusiasm to provide customers what they want through a social media platform allowed customers to connect not only with the company, but with other customers as well. This many-to-many communication paradigm permitted individuals to share, express, discover and aggregate ideas on the company’s own network blog.
The most salient feature of this blog, however, was that the customer had agency in cultivating their own project through a social media platform while Starbucks essentially stood by and watched on the sidelines. They watched, yes, but also listened, then served what their customers wanted based on the insights they provided. Who knew that one click on a mouse could get you so far as a cup of coffee?
The retail conglomerate known as Wal-Mart continues to grow and is showing no signs of stopping. With 3,600 stores located across America with approximately 100 million customers that visit the store every week, Wal-Mart is capturing our every move to better understand customer behavior (or so they call it). With roughly 460 terabytes of data being collected and $4 billion dollars (in 1991 alone) spent on technologies to track customer purchasing behavior, Wal-Mart is reaching higher levels of (world) domination. But, is this a good thing? I don’t like to think so.
What do you think about the privacy issues associated with all of that data and the amount of personally identifiable data they are able to capture? Does it bother you? Do you trust them with it?
The amount of access that Wal-Mart has to customers’ private information is overwhelming, or more appropriately, invasive. The data enhancement program that Wal-Mart utilizes is another omnipresent way of collecting additional personal information, such as monitoring mortgage amounts or examining credit history, is an insidious way of looking at consumer buying patters (and behavioral patterns) without public knowledge. Wal-Mart’s use of technology to essentially spy on customers only reflects Orwell’s 1984 idea of “Big Brother.” What I really want to know is what are they doing with all of our information? They can’t possibly be using all of it… can they?
Although Wal-Mart has tight security policies over the information that they gather from customers (meaning that they do not share it with the public), the fact that customers do not know their information is being collected is obtrusive. It would not bother me if Wal-Mart alerted their customers that their information was being aggregated, but the secretive ways of how they attempt to better “understand” customers is bothersome. There are other, less intrusive ways to collect customer data. I am also not sure I completely trust them, as information is still being shared with suppliers, thus more personal information is handed over to companies individuals may not know about. Finally, is anyone else disturbed by the fact that Wal-Mart is more concerned about pre-hurricane sales items and which ones have a higher success rate to be sold?!
What aren't they doing with technology that they could; that is, are they using all of the technology that is available to them to capture insights and create great experiences for their customers and, if not, what could they do?
Wal-Mart seems to be using a lot of technology to gather customer insights, but I am unsure about their decision as to what they are doing with them, despite rearranging products throughout the layout of the store. The use of checkouts, bar codes and electronic data interchange (and now the idea of radio frequency identification devices to keep track of all of their products) are all great tools to better understand buying behavior patterns. Yet these tactics seem to be ubiquitous; as in, everyone (or almost everyone) is using them.
More importantly for Wal-Mart, there does not seem to be much of a difference in enhancing their user experience: to me, it’s just another retail giant. Wal-Mart also does not offer loyalty programs nor do they promotions based on previously purchased items (whereas other retail stores, such as Sears, do). It seems as though Wal-Mart is trying to take “the road less traveled” approach in making their strategic planning process more unique than the mass market, yet other companies seem to be doing just as well as Wal-Mart is with traditional ways of collecting data. Sorry Wal-Mart, the only unique portion of your information gathering process is the fact that you do not share your information!
What impact do you think they are having on their suppliers - making them better and more efficient or driving them too hard and reducing their profitability? Again, try to keep this in the context of technology.
Wal-Mart shares its customer information with some suppliers to see how well its products are selling on the market, to keep track of their inventory and have an efficient supply chain that quickly transmits information to and from suppliers. The method of relaying information in real time, however, puts pressure on suppliers to perform with perfection (i.e. there is no room for error). Moreover, because of Wal-Mart’s dictatorship over supply chains, suppliers have little room to refuse direction and comply (because of the profit they are making). This can ultimately lead to more restriction on business.
One benefit of Wal-Mart’s strong hold on suppliers is that it is easier and more efficient to correct “exceptions,” such as a truck’s failure to deliver or receive a product or distribute a product to a specific store location. However, Wal-Mart exceeds more micro management over their suppliers, which means that operations are cleaner and tighter, resulting in a (hopefully) more reliant system and better experience for the end customers (even at the risk of suppliers’ preference.
Is social media superficial, or is there depth to it?
This topic came up in a conversation I had with a good friend of mine (just last night at dinner, actually). We were talking about our differences in communication, noting that he takes several paragraphs to write what he has to say, while I tend to write less than two (if I'm lucky). My reasoning is that I just get straight to the point and do not flower what I have to say. His reasoning is that he has more profound things to say and joked that I was more of the superficial, "social media" type.
I laughed at his "social media" type comment, but then I thought about it again. I really don't think that the amount of words you take to express something insinuates one's level of depth. My friend disagrees. He argued, "You're involved in Facebook, LinkedIn, Twitter, you have a blog, all these social media sites that really don't express thoughts and ideas profoundly. It's all superficial to me."
I gave his arguments some thought before I retorted, "Of course you can express every thought and emotion through social media! If you're willing to share with the public and express yourself to complete strangers (and friends who follow you), people pour out their souls to anyone who wants or cares to listen! And so what if you can only type 140 characters in a Tweet? I bet you can get to the point a lot quicker than taking a page to say what you have to say." Take that!
This conversation reminded me a little of Malcolm Gladwell's book called Blink, where people make quick judgments based on long term experiences. So is social media just an avenue for people to express these "blink"-like thoughts and ideas? I think there is room for both.
But what I want to investigate is, to what extent are people willing to express themselves on social media sites? What and how much are they willing to share? Is there a particular social media network that people feel more comfortable being 'superficial' or more 'profound' on?
This topic is of great interest to me, not only because I am an advertising student and I am particularly interested in social media use and the psychology behind human behavior, but because this topic can tell us something about the way in which individuals have changed because of communication technologies. With the advent of the Internet, are humans becoming more liberal about who we publicly share information with?
This research topic connects to the gathering and identification of customer insights and the design of valuable customer experiences by attempting to understand people's thought processes in why they provide information, to whom and through what social medium. Are Twitter, Facebook, Blogspot.com and LinkedIn designed to cater to a particular audience? It seems that way, but the demographics seem to overlap (i.e. Facebook users using LinkedIn, or Twitter users writing in blogs). What do social media users think of social media networks and why do they use them? What are they sharing? What does mean for consumer research for media conglomerates?
Helen Raptoplous's Social Media Offers Profound Opportunities for Great Relationships article illustrates, well, just that. She contends that social media offers individuals to connect with other liked-minded people with a shared interest and build relationships around that. She further argues, "By sitting in your home or office and logging online you can meet people from all walks of life from all over the planet." Communication and thus connection transcends both geographical and time-based boundaries.
Contrary to Raptoplous's belief, Bryan Foster writes in Social Networking Sites May Cause the i-Generation to Become Superficial that the "...young people, the i-generation, have developed a superficial appreciation of world events, news and other important formation details, through considerable use of social networking sites." He argues that Twitter is merely one culprit behind people's lack of depth and emotion in communicating with others.
The Superficiality of Social Media by Seattle Rex illustrates the lack of depth social media seems to provide, describing social media as "the art of the con." He further argues that "Social media is taking terms that used to be reserved for the select few, and is applying them to anyone and everyone that seeks the label on even the most cursory level." From this perspective, people hold very few strong ties (since our brain can only manage 150 relationships at a time).
The concept of strong vs. weak ties is no stranger to communication studies. Several researchers, including Hanneman, Granovetter, Bian, Wellman and McPherson, have explored the implications of strong and weak ties in social networks. Martin Ruef of Strong Ties, Weak Ties and Islands argues that although weak ties are useful for information dissemination, the strong ties of trust and obligation may be more beneficial in relation to influence (which is both costly and difficult to acquire). There is, in fact, a difference in how and why people connect with each other. Does this effect the flow of information? Are people more willing to share profound ideas with strong ties than weak ones?
I'm sure many of you have seen the Social Media Revolution YouTube video (if not, then click the link!). There is now a second video, "Social Media Revolution 2 (Refresh)" that is out and I want to share with you. Where is social media headed? Are we headed towards superficiality or profundity? Whether you want to answer this in a Tweet with 140 characters or an essay-long response in a blog post, that's for you to decide!
If this brand experience is based on a meaningful impact, then I’m sorry folks; this story does not have a happy ending.
I'm typically OK with flying any type of airline and have never found myself to fall under a picky persona. I've flown Air Canada, Singapore Airlines, Jet Blue Quantas, British Airways, Air France, Air Italia TAP, Tiger Airways, Porter, American Airlines, Delta, US Airways, West Jet, Continental... (and I can go on but the list will have to stop there for both our sakes...). But amid my flying experience, there's nothing quite like United Airlines.
My first encounter with United Airlines was a year ago. I got on the plane, put my luggage in the overhead compartment after finding my seat and got settled in with a good book (if you haven't read Everything is Illuminated by Jonathan Safran Foer, then you need to get on that...) in a short while before the flight had to take off.
As more and more passengers began pouring into the plane, a man came up to me and stared at me with a puzzled face. He said, "Sorry, but I seem to have the same seat as you" (or something along those lines). I rummaged through the back pocket of the seat in front of me for my ticket and checked my seat number. I was indeed sitting in the wrong seat (i.e. the gentleman's seat). I looked up at him, smiled and gave my sincere apologies and proceeded to move to the next aisle.
Just as I got up, the United flight attendant was only too quick to come down on me. She barked, "Excuse me ma'am, but you need to stay in your seat." I told her that there was a seat mix-up and just settling into the other aisle. She gave me a scolding look and said, "Well then you will be needing to do so quickly because the plane is about to take off." I said, "Yes I know sorry it was just a mix up but it's settled now." Her last words were, "Well could you please hurry so we can all get into our seats?" Whatever lady. I just didn't have the energy or willpower to argue with such a simple and meaningless issue.
But she wasn't just cold with me. She was barking orders at passengers throughout the plane and everyone's eyes seemed to dart around at each other, wondering what exactly what side of the bed this lady arose from this morning.
For the rest of the flight, the flight attendant just seemed miserable and clearly had no intention of making everyone's flight a more comfortable one. She had a sour face on the whole time and I did NOT feel like even making eye contact with her, never mind asking her water.
After the flight, I figured everyone must have their off days, so maybe it was just that one flight attendant that had a bad day and couldn't possibly represent the entirety of the company. So my next flight I took was also with United Airlines (since it is usually the most convenient way for me to travel between Canada and the U.S.). This flight seemed to be a 'normal' one, where customer service actually existed.
But I spoke too soon.
During the flight, the gentleman in front of me was playing loud music. It was definitely loud to the point where other passengers could hear what songs he was playing, but no one was bothered by it and kept to themselves. But it seemed to be bothering the flight attendant. The flight attendant poked the man on the shoulder and scolded him for having his music too loud when no one was bothered by it. He approached the gentleman in a cold way and immediately walked away without hearing the man out.
An hour later into the flight, the flight attendant was coming around with water, yet did not offer any to the gentleman playing the music. When the flight attendant asked the passengers if they wanted any water, the music dude yelled out "NOT FROM YOU!" The flight attendant still managed to ignore him throughout the flight.
Finally, when we landed, the music man called on the flight attendant and told him how rude he was being. The flight attendant refused to apologize (and as we all should know, in customer service, the customer is always right...). Clearly, this issue just got personal between the flight attendant and the music man. The flight attendant even had the audacity to speak to the pilot because not only did he refuse to apologize, but he walked away from the man because he didn't want to talk to him anymore. Apparently he didn't (and probably still doesn't!) care too much for his customers.
As we walked out of the plane, the pilot dealt with the situation and apologized to the passenger for the flight attendant's rude behaviour. They continued to argue, but the passenger seemed to calm down a little once he noticed that oh look, someone is actually hearing me out.
With those two experiences with United Airlines, I did not want to fly with them again. Why? Because there customer service sucks! If you can even call that customer service. But what I surprised to realize is that it takes only one person to affect the whole brand experience. Even at the micro level, companies really have to be careful about who is on their team. For me, it took two flight attendants to not even want to bother with United. Every time I look up flight, I avoid the word "United" like the plague (well... only when I HAVE to and there's no other choice).
If you look at it in a different way (through a Strategic Experiential Marketing way... wink!), I experienced the "United" experience through:
1. Sense There wasn't too much sensory stimuli that turned me off from United Airlines... unless we're talking about the poor communication (or lack thereof) between the passengers and the flight attendants (sound).
2. Feel Oh I felt a whole lot of emotions on this one. I felt I was being treated as an inferior by the way I was being spoken to in a condescending and scolding manner. I felt I was even unable to approach the staff about anything (when they're supposed to be there for you). I felt bad for others who were being neglected when unfriendly flight attendants were responding negatively to their passengers and that I was just another nuisance to be had onboard. They might as well have a slogan that reads, "United. Just stay out of our way." Seriously, who wants to do business with these people?
3. Think There was nothing engaging about my experience. I thought I was completely disconnected to the brand, even when I was using it. And even the pilot's ability to attempt to solve the problem with the music man in my second experience with United was too late. I felt the entire flight needed an apology, since everyone seemed to be affected by the flight attendant's sour face and pour behaviour. I thought the least they could do was to apologize not only to the man (and give him some sort of special deal for his next flight to encourage them to continue to fly with United), but to apologize to the rest of us who were subject to such a sour attitude. (Sorry, I feel I am getting more bitter as I write this!)
4. Act I do not really feel the need to interact with this company again, as there are so many other (and better!) airlines out there that don't seem to mind dealing with people in a friendly manner. If United were to show its customers an alternative way of approaching customer service, it would be to have "Be friendly and approach every issue with dignity" its first mantra. This wold be a better alternative than simply neglecting the entirety of customer service itself.
5. Relate I think for the first experience with United, I may have felt (and this is stretching it...) that I would relate to the flight attendant. I thought, "well, we all have our off days once in a while (and some more so than others), so give her a break." But for the second experience, I have never seen someone act so rude to their customer, and thought that I could not relate to that. OK, maybe he was also having a bad day (and again, we all have those), but it seems like only common sense to deal with such a small issue like that in a calm and collected way (especially since we were more than 30,000 feet up in the air!).
I remember later talking to a friend about a bad brand experience. She started out with, "Oh man, I've had a few bad experiences with brands. But I think my number one would be United. Have you ever flown with them?" Oh boy, have I ever.
Lo and behold, we aren't the only ones that had a bad run in with United Airlines...
My family and friends is the most important to me - besides my health and happiness. Family and friends are people I can count on for everything.
My health (physical, mental, emotional, spiritual) and happiness also tie as being the most important to me. I try to eat well, exercise, meditate, and just be grateful for everything that has come and will come into my life.
b. Major preoccupations?
Right now? It's all about school. I'll be graduating in May 2011 and am so proud! Education is something I value a lot and is something that my family values. My motto? Work hard, play hard. Either that or I shall find a way or make one. Strength and perseverance is what keeps me going! I worked very hard to get where I am now.
I also preoccupy myself with my health and just exercising, enjoying the outdoors and meditating. Those 45 minute meditation classes in the SSB at UT are awesome. I think everyone should take some time looking at their minds.
Did I mention that I love to travel? I'm a cultural enthusiast, environmentalist and humanitarian (by my Aquarius nature). I think the best memories are when I am taken out of my comfort zone. I watch the Travel channel A LOT and you can find me surfing the net about new places to discover. The coolest country I've been to? Cambodia, hands down.
c. Worries & aspirations?
I wonder when I'll be ready for a family… and if I want one! I can't even think about kids at this point... I just need to think about graduating and getting a job (but more importantly, doing what I love to do... making money with it would be a great bonus).
I want to eventually work for the National Geographic and advertise for them. I am passionate about traveling, animals and advertising, and to work there just seems like the perfect fit for me.
I want to win awards in the advertising field (account planning). But I want to use my account planning skills for online advertising and eventually become a social media connoisseur, like Seth Godin or Chris Brogan. Social media is where it's at!
2. What do you see?
a. Environment?
Reduce, reuse, recycle? We need to help nature and maintain her. She is important to us – she gives us life!
If we're not talking about nature, then I'd say that I generally like to see any place as something to be discovered. I want to learn and adapt to change. I think it helps people grow and open their minds to different things. I really just get a kick out of the simple things in life.
b. Friends?
I got a lot, but really reach out to only a few. I have friends all over the world and some of best friends live on the opposite end of the planet. But I always keep in contact with them at least a couple of times a month. Staying in touch is so important to me. I don’t want to lose that connection with some of the kindest, smartest, caring people I know.
c. What the market offers?
There’s too many things to keep track of, especially in relation to technology. I feel that if I buy something one day, the next day there is something new to replace it. It looks like there is variety, but even with so many products, they all seem to be the same - just under a different brand name. I only have a few favorite brands and products that I really like.
3. What do you say and do?
a. Attitude in public?
I’m an open book and patient, which is something I'm thankful for. I also welcome people into my life, but am also selective with who I want to have meaningful relationships with. I'm also really honest - you get what you see.
b. Appearance?
I don’t care too much… I have my own style. I go out in what I call "elegant sports wear." It's comfortably. But when I go out for a night on the town, it's a different story. If I'm going out to dance, I dress more posh. I love my high heel pink stilletos and that must-have little black dress. Most of the time though, I just try to look clean and well-rested. Look good, feel good, right?
c. Behaviour towards others?
I’m open to anyone and anything. I am friendly with everyone, even people I don’t know. I have a positive outlook on life and want to make others happy and feel good too. Sometimes though (something I need to work on), I tend to take on other people's baggage so they feel better, but I end up hurting myself when it's not my issue. I just never want people to feel bad or negative in any way, so sometimes things become my problem when it shouldn't be.
4. What do you hear?
a. What friends say?
They are so supportive and strong. They really care about me and I can go to them for anything. They listen and give the best advice. Sometimes I feel I might talk their ears off, but they are always willing to risk that part of their bodies for me...
b. What bosses say?
Good job! (well, most of the time). Usually they offer really great insight as to where I can improve on something. You know, like the old "opportunity for growth" line? I have not been in the working world for too long, so I feel I have a lot to learn still.
c. What influencers say?
If by 'influencers' you mean family and friends, then they are people that I really value and take consideration into what they have to say. My family and friends (these influencers), are what I value most over anyone... except maybe the doctor if we're talking about health... Otherwise, I tend to lead my own way.
5. What are your pain points?
a. Fears?
I create my own fear. I read this from a fortune cookie once, and it stuck with me ever since: "Nothing in life is to be feared; it is only to be understood." AMEN to that, sister.
b. Frustrations?
I'm a pretty patient person, so I rarely find myself getting frustrated over anything. I am a go-with-the-flow gal, but I am still working on not sweating the small stuff (and if I must say, I'm getting really good at it).
c. Obstacles?
Getting over fears... or my creations of them. I wonder about the future once in a while, but then always reel myself back into the present. What's the point of worrying about the future now? It's something you can't control, so just work on having fun now.
6. What do you hope to gain?
a. Wants/needs?
I hope to become stronger and grow as a person. I want to be at a point in life where I don't worry to much about, well, life! I get it's normal to think about the future, but I want to be at a point where I am at ease with uncertainty. I think I'm almost scratching the surface though...
b. Measures of success?
Health and happiness. That's all folks.
c. Obstacles?
Maintaining my health and happiness. But with the amazing support system that I have (family and friends), I don't think this wilbe much of an obstacle at all... only if I make it out to be!
My name is Lisa Byers and I am a 2nd year Ad Grad from Montreal/Toronto, Canada. I tend to have way too much fun discussing anything-social media (yes, I am a at nerd at times, or as we like to say in Canada, “a keener”). In 2009, I graduated with a BA in Media, Information & Technoculture, or MIT (not to be confused with the real MIT) at the University of Western Ontario. My interest lies in web design, blogging, digital and social media. I also had the opportunity to study (party and travel…) abroad in Singapore at Nanyang Technological University’s Wee Kim Wee School of Communications.
I chose to attend UT Austin because of its prestigious Advertising program. I originally wanted to pursue the interactive track, but found myself first in the account planning program. I developed interest in bridging the gap between what clients want and what the consumers are saying, and more so understanding the “why” behind the “what.” I want to use the ethnographic skills I learned and apply it to online consumer research and use a ‘netnographic’ approach to understanding social network users.
This semester, I am pursuing the interactive and digital side of advertising. For my independent study, I intend to research thoughts, feelings and ideas behind why and how individuals use social network to promote brand advocacy. I am excited to delve deeper into the psychological aspect of individuals within social networks and what makes them talk, share, remix, modify and create. The account planner side of me will definitely benefit from this marketing class on customer insights, as these are what drive the market. The better we listen to others, the better we can cater to their needs.
