Facebook is at it again. Just when you had become Mayor of the local coffee shop, Facebook Places kills the app that brought you to power. It won’t be the last thing to say “goodbye” as Facebook continues to grow. Google should beware.
Next up? Yelp. Why go to another app for reviews when your friends on Facebook have been to the eatery you're considering (via Places) and left their reviews? Maybe Yelp is smart and cuts a deal to overlay their reviews onto the Facebook Place at which you plan to dine. We'll see.
If you’re AOL, name one good reason why I should download your clunky AIM software when whoever I want to chat with is already on Facebook. I could go on like this for hours and you could probably name several within minutes.
So, let me cut to the chase -- How long til Facebook and Google go head-to-head?
You might say that they already have. Facebook dominates social networking so Google introduced “Buzz”. However, there was no buzz. We'll count that one to the win column for Facebook. Then as more people turned to Bing for search, Google takes on Bing like attributes. Well, Bing is the search tool on Facebook. Hmmm.
That battle is a long way from over but Facebook has at least made their intent clear. Take on Google. And, they're big enough to do it.
Facebook is huge because it is the Internet to over half-a-billion people. It now drives anywhere from 25% to 45% of the traffic to websites analyzed by Bigfish. Speaking of driving, Nielsen says the growth of mobile among women on-the-go (who by the way are social media first, search later) clipped along at plus 40% the first half of this year. 9 out of 10 of these same women say that they post to Facebook via mobile.
So it's the future. Okay, it's really today but to many this will sound futuristic. It's the scene from a car pool line via Facebook chat on an iPhone: “Hey Susie, I just saw that you checked in at the soccer complex (Places). There is a coffee shop around the corner with great lattes (Yelp overlay). Oh, I see you’ve been there before (Gowalla). No I didn’t Google it (Duh). This is Facebook girlfriend.”
Have thoughts? I'm on Twitter (at least for now) www.twitter.com/timbigfish
The Next Big Thing
What do Facebook posts, tweets, YouTube videos, saved searches, cloud-based email subject lines and all manner of other Participation Age activities have in common? People and data. And, you guessed it -- People and Data are the next big thing.
Data plus People leads to improvement. What if one of the YouTube videos about opening the iPad box led to the introduction of easier to open, reusable packaging? If you think the planet is too hot than you’d probably find this to be cool. The data is there to explore that.
Data plus People equals product development. If you’re fortunate enough to get customer interaction in the form of Facebook posts and tweets, you’re probably already talking to the people with the next product idea. If you’re Lenny’s Sub Shop it might be the next great-tasting high margin sandwich. The people are there for that.
Data plus People leads to invention. If you’re a car dealer who wishes he had an App that would allow users to import their Craig’s List “want to buy a Ford Mustang for $9500” ad and receive an alert about cars meeting that criteria when they drive past your lot…you’d sell more cars in less time. The data and people are there for that.
Perhaps you think this is all still just a little too much work but it’s being used now by the big guys and should be used by you. After all, the reason you see the ads you do when using Gmail is because they have analyzed your subject interest. The reason you see the ads you do on Facebook is because they have the psychographic data to begin targeting you.
Data plus people is the difference between survival and extinction. Your future success could very well hinge on whether or not you were responsive to the people who left data right at your door step one tweet or post at a time.
Data plus People leads to improvement. What if one of the YouTube videos about opening the iPad box led to the introduction of easier to open, reusable packaging? If you think the planet is too hot than you’d probably find this to be cool. The data is there to explore that.
Data plus People equals product development. If you’re fortunate enough to get customer interaction in the form of Facebook posts and tweets, you’re probably already talking to the people with the next product idea. If you’re Lenny’s Sub Shop it might be the next great-tasting high margin sandwich. The people are there for that.
Data plus People leads to invention. If you’re a car dealer who wishes he had an App that would allow users to import their Craig’s List “want to buy a Ford Mustang for $9500” ad and receive an alert about cars meeting that criteria when they drive past your lot…you’d sell more cars in less time. The data and people are there for that.
Perhaps you think this is all still just a little too much work but it’s being used now by the big guys and should be used by you. After all, the reason you see the ads you do when using Gmail is because they have analyzed your subject interest. The reason you see the ads you do on Facebook is because they have the psychographic data to begin targeting you.
Data plus people is the difference between survival and extinction. Your future success could very well hinge on whether or not you were responsive to the people who left data right at your door step one tweet or post at a time.
You Still Need a Website
Apparently virtual kitty cats, beer pints and roses aren’t profitable enough to satisfy Facebook’s virtual ROI goals. So, they are closing the Gift Shop that features these goodies. It’s just this week’s reminder of why you still need a website.
It’s tempting to consider the possibilities of starting a “Facebook only” web presence for your new product, business or interest group. And while it absolutely should be part of your marketing plan (see Starfish Strategy) you can’t afford to make it the single touch-point for your new “whatever”. Why? Because regardless of how open a platform Facebook presents, it remains their platform. As such, it will expand and contract at the pace necessary to see Facebook toward their goals. Need proof? Consider this:
Closing the Gift Shop – if you want to send a virtual cupcake, get it done before midnight July 31st. The store is closing. At least this change came with a notice to users. Others didn’t. Including:
Notifications Change -- one of our favorite services was Facebook Notification. Using an app created by Bigfish clients could enable their customers or members to choose Facebook as a preferred notification system (i.e. email, text message, Facebook), write it to their customer/member record thereby integrating Facebook into their communications strategy. It was a great way to connect communication to preference and continue dialogue until Facebook change their process.
Custom Tab as Default change – there has been some back and forth on this but the situation remains, Facebook will decide which tab you can display to your audience. The custom tab is the mechanism that enables administrators to set a preferred display page for their guests, fans and/or those who like it. If this were a permanent setting you could control, you might give more consideration to the idea of a Facebook-only web presence except…
Privacy Settings – by default your personal information is set to be included in Facebook search and other engine searches. You can change this setting but will you? Facebook may never get this part right (to your liking) but maybe they don’t have to. It’s still their site.
Read enough? Thought so. You need control of your message and its delivery. The platform that offers you such control or predictability is your web site.
Prospects, customers, fans or members may spend most of their time facebooking, tweeting, watching YouTube videos or googling. So, connect with them there. Then direct them to the one place where you can enable their preferences, determine which messages to present and where you set the hours of operation: your website.
Let's talk. I'm on Twitter @timbigfish or visit my site http://www.timcnicholson.com/
It’s tempting to consider the possibilities of starting a “Facebook only” web presence for your new product, business or interest group. And while it absolutely should be part of your marketing plan (see Starfish Strategy) you can’t afford to make it the single touch-point for your new “whatever”. Why? Because regardless of how open a platform Facebook presents, it remains their platform. As such, it will expand and contract at the pace necessary to see Facebook toward their goals. Need proof? Consider this:
Closing the Gift Shop – if you want to send a virtual cupcake, get it done before midnight July 31st. The store is closing. At least this change came with a notice to users. Others didn’t. Including:
Notifications Change -- one of our favorite services was Facebook Notification. Using an app created by Bigfish clients could enable their customers or members to choose Facebook as a preferred notification system (i.e. email, text message, Facebook), write it to their customer/member record thereby integrating Facebook into their communications strategy. It was a great way to connect communication to preference and continue dialogue until Facebook change their process.
Custom Tab as Default change – there has been some back and forth on this but the situation remains, Facebook will decide which tab you can display to your audience. The custom tab is the mechanism that enables administrators to set a preferred display page for their guests, fans and/or those who like it. If this were a permanent setting you could control, you might give more consideration to the idea of a Facebook-only web presence except…
Privacy Settings – by default your personal information is set to be included in Facebook search and other engine searches. You can change this setting but will you? Facebook may never get this part right (to your liking) but maybe they don’t have to. It’s still their site.
Read enough? Thought so. You need control of your message and its delivery. The platform that offers you such control or predictability is your web site.
Prospects, customers, fans or members may spend most of their time facebooking, tweeting, watching YouTube videos or googling. So, connect with them there. Then direct them to the one place where you can enable their preferences, determine which messages to present and where you set the hours of operation: your website.
Let's talk. I'm on Twitter @timbigfish or visit my site http://www.timcnicholson.com/
Whose Face is This?
It's the newest Facebook feature but there is more to it than meets the eye. This holiday weekend found me near the pool but never far away from my iPad. It's one of those things most people don't know about me. But should they? They would likely recognize my face but would they recognize my habits and trends? You know, the things that make me - me?
Here's the deal. While surfing Facebook this morning I saw a familiar face in the right hand margin. Above it the headline, "whose face is this?" and a field in which to write a response. On this occasion the pretty face belonged to my wife. So of course I recognized it. As she already knows, I'm a face guy. Still I'd like to think that if the feature had listed attributes like, "loves old movies, broke her arm as a little girl, has an authentic joyful laugh, is a great hostess, listens to Sinatra, doesn't know her own beauty, graduated summa cum laude, likes brunch at the Beauty Shop, and enjoys summer watermelon", instead of her picture -- I still would have recognized her.
The non-visual part of your brand is what resonates beyond the first glimpse. It’s the result of reflection, planning, teaching, marketing and market dialogue. It takes time to develop and years to establish. For those who read this blog looking for speed consider this: if you subscribe to the same “farmer’s approach” to social media that I do, you can begin getting the non-visual messages about your brand into play quickly and at a lower cost than ever before. You’ll even find members of your brand audience who are already in step with you and willing to advocate your brand message right away via platforms like Twitter and Facebook.
So, whose face is this: original, consultative, loves ideas, tech savvy, creative, and treats customers like the big fish?
Let’s get to know each other. I’m www.twitter.com/timbigfish or on Facebook www.facebook.com/timcnicholson.
Here's the deal. While surfing Facebook this morning I saw a familiar face in the right hand margin. Above it the headline, "whose face is this?" and a field in which to write a response. On this occasion the pretty face belonged to my wife. So of course I recognized it. As she already knows, I'm a face guy. Still I'd like to think that if the feature had listed attributes like, "loves old movies, broke her arm as a little girl, has an authentic joyful laugh, is a great hostess, listens to Sinatra, doesn't know her own beauty, graduated summa cum laude, likes brunch at the Beauty Shop, and enjoys summer watermelon", instead of her picture -- I still would have recognized her.
The same should be true for your brand. Sure, any person familiar with your logo will know who it belongs to but what about the essence of your brand? Does the marketplace know your brand personality, its voice, how it interacts with its constituents, and the value it proposes to bring absent the "mark"?I know of a recent instance when a small segment of a brand's audience attributed certain unflattering characteristics to the brand. It happened largely because the organization wasn’t teaching the market about itself and so the market chose to create its own definition. A couple of years later the brand owners are still working through it.
The non-visual part of your brand is what resonates beyond the first glimpse. It’s the result of reflection, planning, teaching, marketing and market dialogue. It takes time to develop and years to establish. For those who read this blog looking for speed consider this: if you subscribe to the same “farmer’s approach” to social media that I do, you can begin getting the non-visual messages about your brand into play quickly and at a lower cost than ever before. You’ll even find members of your brand audience who are already in step with you and willing to advocate your brand message right away via platforms like Twitter and Facebook.
So, whose face is this: original, consultative, loves ideas, tech savvy, creative, and treats customers like the big fish?
Let’s get to know each other. I’m www.twitter.com/timbigfish or on Facebook www.facebook.com/timcnicholson.
Like Matters Now
Guess what? Facebook has confirmed that "all Open Graph-enabled web pages will show up in search when a user likes them.” Some call this a tactic in Facebook's war on Google. However, while Open Graph and the social plugins that enable likes will improve your position on Facebook searches, it’s not yet the driver for Google’s page results. The reason is simple. Google indexes the web. Facebook indexes its user activity. That’s a pretty big difference, regardless of how big Facebook is.
But, Facebook like does matter. Over 200 million users sign-in to their Facebook accounts everyday. You can expect that many of them will launch a search while there. So, a strategy of your own to integrate the Open Graph and to take advantage of Facebook's social plugins will benefit you. Facebook likes (as well as Twitter posts) are in some ways the “links” and “keywords” of our day. I expect to see their impact made more manifest in all search but search on the home field (Facebook itself) is a great proving ground.
Some will argue and perhaps rightly so that no matter how much information Facebook is able to give users it will always be limited, and will not be able to deliver the web in the way Google can. But isn’t that why Facebook supplements its own search with Bing results. Who knows? Maybe the real winner in all of this search shift will be Microsoft's Bing. That’s a post for another day.
Bottom line: like matters NOW even if only to the prospects and customers who are looking for your products and services while on Facebook. And, that happens to be about 400 million of the best connected people in the world. So whether it completely changes the shape of search or not, like is already relevant -- even if only to those who begin their search on Facebook.
But, Facebook like does matter. Over 200 million users sign-in to their Facebook accounts everyday. You can expect that many of them will launch a search while there. So, a strategy of your own to integrate the Open Graph and to take advantage of Facebook's social plugins will benefit you. Facebook likes (as well as Twitter posts) are in some ways the “links” and “keywords” of our day. I expect to see their impact made more manifest in all search but search on the home field (Facebook itself) is a great proving ground.
Some will argue and perhaps rightly so that no matter how much information Facebook is able to give users it will always be limited, and will not be able to deliver the web in the way Google can. But isn’t that why Facebook supplements its own search with Bing results. Who knows? Maybe the real winner in all of this search shift will be Microsoft's Bing. That’s a post for another day.
Bottom line: like matters NOW even if only to the prospects and customers who are looking for your products and services while on Facebook. And, that happens to be about 400 million of the best connected people in the world. So whether it completely changes the shape of search or not, like is already relevant -- even if only to those who begin their search on Facebook.
ToyStory and Your Brand
An anxious Woody says, “Look I just need to get out of here.” Buttercup responds, “There is no way out!” Woody stares back at him in horror. Buttercup (laughing) says, “Just kidding. Door’s right over there.” That’s when it hit me. It’s not the CGI that makes the ToyStory franchise work. It’s the credible story telling, compelling characters, and great audience experience. And, that’s the essence of any great brand.
When the ToyStory franchise launched the buzz (sorry Mr. Lightyear) was all about the technology. The computer animation that brought the characters to life on the big screen was the first of its kind. But we’ve seen all of that now. CGI is everywhere. The franchise has been sustained by entertaining plots and endearing characters. And, there are some lessons in their success that serve all brand owners. Here’s a few:
The Characters – how does your organization connect with a diverse audience? At Bigfish, we strive to develop personal messages (some call them key messages) that support the brand idea but connect with individuals. I for example am a Woody fan. He’s more nerdy than cool and can at times be impulsive but his core values are never in doubt – be a friend.
The Story -- your prospects and customers don’t engage a logo they embrace an idea. That idea evolves into an experience. The experience is the manner by which your brand connects with its audience. It’s the way your story becomes their story. And when your story is their story, you have a brand advocate (see my Advocates v. Followers blog).
The Plot – in the movie ToyStory3, Andy has grown up and is moving to college. He is about to determine the fate of the toys. They decide to take matters into their own hands. Can they? Likewise, your customer wants to participate. They have a stake in how their experience with you “turns out”. So, you have to ask yourself, “Where is my brand headed and is that a journey that my customer will take with me?”
Visual Effects – lest I be misunderstood, the visuals do matter. They have to align with the story. But be careful not to patronize your real audience in developing your visual identity. Case in point: Bigfish is developing a new brand and marketing communications strategy for a group of pediatric physicians. Great folks. During the discovery process our competitive research found countless websites featuring primary colors, building blocks, and stick figure kids on playgrounds. Time-out. The kids aren’t using the websites. The parents are. My point, don’t confuse story illustrations with your brand.
You get the idea. Effects are a platform. Stories create context. Plots relate your message content. Characters are the manifestation of your ideas. Each helps connect your brand with its audience.
You’ve got a friend in me, @timbigfish on Twitter or on Facebook at www.facebook.com/timcnicholson
Fans are Valuable. Advocates are Priceless.
Recent studies have proposed to place a dollar value on your brand’s social media connections. You know – fans. The study is onto some something. Yet it may have missed the big payoff - fans are nice but advocates are where the money is. Advocates are the ones who'll stand up for you in tough times and promote you within their sphere of influence at all times. So it makes sense to mine the list of people who "like” you for those who are your advocates. And since Facebook contends that the average user has 150 friends, they potentially have considerable potential to advocate your brand.
The study: Syncapse surveyed 4,000 fans of 20 of the top brands (i.e. Nike, Starbucks, Coca-Cola) on Facebook. Then they estimated the value of each fan’s spending as well as the value of continuing to have that fan as a customer over time. The result? Each fan is worth $140. That’s a lot coffee if you’re Starbucks. It may even be a conservative estimate for highly successful social brands. Of course it seems logical that fans would buy and would continue to buy stuff. However, I propose that their value is less about their “spend” and more about their “recommend”.
The same survey found that four-out-of-ten fans would recommend a product that they fan to their friends. I'll call the "recommenders" advocates. Now, if we use Syncapse’s $140 fan-value that makes the advocate worth potentially much more. I’m not a mathematician but here’s my formula:
The study: Syncapse surveyed 4,000 fans of 20 of the top brands (i.e. Nike, Starbucks, Coca-Cola) on Facebook. Then they estimated the value of each fan’s spending as well as the value of continuing to have that fan as a customer over time. The result? Each fan is worth $140. That’s a lot coffee if you’re Starbucks. It may even be a conservative estimate for highly successful social brands. Of course it seems logical that fans would buy and would continue to buy stuff. However, I propose that their value is less about their “spend” and more about their “recommend”.
The same survey found that four-out-of-ten fans would recommend a product that they fan to their friends. I'll call the "recommenders" advocates. Now, if we use Syncapse’s $140 fan-value that makes the advocate worth potentially much more. I’m not a mathematician but here’s my formula:
- Average number of friends per Facebook user: 150
- Average number of friends fans recommend to: 60
- Multiply friend recommendation by Syncapse’s valuation: $8,400
That’s before considering the value of new customers who become fans, who may subsequently become advocates that recommend your brand. Wow! Priceless (sorry, MasterCard).
Your next assignment: find and/or create advocates. It will be easy to find some. They’re the ones retweeting your posts or liking your comments. The others? Well, that requires a strategy and it’s worth more than I can charge here (smile).
Let’s talk www.twitter.com/timbigfish or www.facebook.com/timcnicholson
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