Aligned Marketing Blog

I talked with two well-regarded companies last week, both leaders in their industry, and came away with the feeling that their marketing teams are being dumped on. Their stories are remarkably alike.

Their IT Departments built capable websites years ago under the direction of senior management. Both sites contain useful information, have comparable functionality to their competitor’s sites, and represent their brands well. They are, in effect, brochure sites designed to communicate a general message to a general audience. Both sites were developed based on generic business goals.

Sometime between the birth of those sites and today senior management figured out that a website is a strategic asset. A website needs to be part of an overall business and marketing strategy. I know, shocking.

Senior management goofed. Now they want marketing to lead complete makeovers of these websites and, in addition, launch the company into the world of social media. The word "world-class" was used by both teams. As Sportscaster Keith Jackson would say, “Whoa Nellie!”

First, this is a great opportunity for marketing to step up and make a major contribution. The problems are:

1. The existing marketing teams have minimal competence in online marketing. They have a basic understanding of the web, as consumers, but lack the deep understanding needed to create an exceptional web-strategy from the ground up.
2. The existing marketing team has always been a support group, the nice people that create brochures, so they have little strategic capabilities and the requisite confidence needed to lead effectively.
3. Senior management has failed to articulate the business goals that are necessary for successful online marketing.

That last point is critical. As mentioned, both teams have been told they need to build “a world-class website.” As I told them, I’m in the business of building websites and I don’t know what that means. No one does without a clear understanding of the overall business goals.

Here’s why. A world-class website must be tied to a business goal. The architecture of a world-class website built to drive lead generation can be markedly different from a world-class website built to be a central repository for technical information, a library of support, if you will.

Can the two goals co-exist on one website? Sure they can. You bet. In fact, every page should have a business goal. The same applies to social media.

The company’s social media goals need to be well defined. Are you trying to become or extend your role as thought leader? Is the goal to reduce customer service costs by utilizing platforms such as Facebook and Twitter? Or are you just trying to drive more traffic to your website?

There’s no absolute right or wrong here. I take that back. I think it’s wrong when senior management fails to do their job and then dumps on marketing.

Steve Hartkopf

800-707-9150

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Describe your business in terms of benefits and value so the person you are talking to can better understand how you can help them, regardless of what it is you do. “I‘ve been building estate homes in Chicago since 1977” is more descriptive and better than, “I’m a builder,” because it infers some of the benefits you provide and encourages a conversation.

The second version lets the other person know you have solid experience, probably know a lot about a specific geography, you build big-expensive house and, finally, it implies the homes you build are constructed well. If those inferences were not true it is unlikely you'd have been in business since "1977." If you had simply said, “I’m a builder,” you would miss all those important attributes and benefits. Successful people never make this error and almost every successful person I’ve met is a good conversationalists.

A conversation allows you and the other person to determine if your unique expertise fits their unique needs and if your personalities are compatible for a business relationship.

So, the next time you meet someone describe your business or profession in interesting terms that conveys the benefits you provide.

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Does your company have specific business goals for your social media activities? If not, you should.

In a November 2009 survey MarketingSherpa discovered that approximately ninety-four percent (see chart below) of those surveyed use social media to increase their website traffic, which is not surprising.

What might surprise you is twenty-one percent don’t actually measure their results and five percent have no specific objectives for their social media activities. So I can only assume that they’re on LinkedIn and Tweeting, for example, because they think it’s the right thing to do.

Doing something for the sake of doing it doesn’t sound like real business to me, does it to you?

The other thing that surprised me was the relatively low number of respondents who use social media to reduce their customer acquisition and customer support costs. I mean, the tools are free!

The bottom line is social media is a free and easy to use platform for promoting your business and communicating directly with your customers and prospect, so use it.

If you’re not sure how, give us a call.

Steve Hartkopf

800-707-9150

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