Tag: social media

Hope. Chimera. Action !

 

We know that ideas are aplenty but ideas without action are regrets.

 

Actually I quite like some of the vocabulary that permeates social media communication. Often times you come across someone responding to your WhatsApp or DM with just one word ‘ Done ‘. This four letter word would surely be going along with the grain of crossing the bridge before coming to it. That said, notably, it is also a promise made in advance for action to follow.

 

So practice or principle? Practice, any time. Promise or performance ? It’s a no-brainer, ain’t it? Performance. Knowing, willing or doing? Doing wins hands down.

 

Author and screenwriter Ray Bradbury had this to say on the power of cumulative action:

“Action is hope. At the end of each day, when you’ve done your work, you lie there and think, Well, I’ll be damned, I did this today. It doesn’t matter how good it is, or how bad—you did it. At the end of the week you’ll have a certain amount of accumulation. At the end of a year, you look back and say, I’ll be damned, it’s been a good year.”

 

Attitude precedes outcome. You need to show up before inspiration knocks at your door. 

 

There is no better domicile to be in than at the intersection of thinking, feeling and doing. That is where the biggest contributions stem from. The people that really create the things that change this world in their own little or big ways are both the thinker and doer in one person. As they say, it takes two to tango.

When we think about trying out a new restaurant or an outfit that you normally wouldn’t have or wave a flag against a policy that you are not in alignment with, it is easy to fall into the trap of expecting everyone to notice your action. But, alas, at most times, no one does. That’s because no one cares about the noise in our head (or the actions we take) nearly as much as we do. You might think it’s going to cause a big commotion when you do something that’s inconsistent, but if it’s generous and useful, it’ll simply happen. So stay the course.

 

We are enveloped by a system that resists the hustle, the action for the short-term. Because status quo is a comforting territory to be in. But patient, persistent and focused action can pay off.

 

The world is tumultuous. Urgency defeats emergency. The world needs your leadership. The journey of a thousand miles remember, begins with a single step.

 

Action precedes change. And as the as the seminal philosopher Marcus Aurelius quoted “ Universe is change. Life is just an opinion “.

 

ENDS

Are You Putting All Your X In One Basket? Y?

Do pardon me. For disintermediating the age old adage ” Putting all your eggs in one basket “. The X is just a chance I took with phonetic liberty.
If you put all your eggs in one basket, any fall will be a messy one. Any time you put all your eggs in one basket, you’re just one stumble away from catastrophe.
There are so many creators out there. And it’s a prosumer world, an increasing tribe of people who do both, i.e. consume and create content, art etc. And now what has become de rigueur, social media appears to have become the be all and end all of any content articulation, community engagement and community impacting. 
The number of platforms available is also tempting. The recent launch of Threads (Meta’s version of Twitter, now X) saw almost 100 Million sign ups within a matter of days. The new kid on the block was the hottest thing in the social media world. Even within its threadbare duration of existence.
Meanwhile, other social-media platforms are losing steam. Twitter users(and advertisers) have been leaving the platform in droves. Average engagement on Instagram has plummeted. Overall viewership on TikTok is down, and the company faces the possibility of an outright ban in the United States. Facebook is being referred to in the past tense already.
Change is the only constant. A lot of these social media shiny objects are losing steam. Sustainability is hard to come by beyond the thrill of the chase and the incidental afterglow. Remember MySpace, AOL Messenger, Netscape etc- from red hot, warm, lukewarm, cold, beyond back burner, to dead and buried.  All of them were huge, until they weren’t. Here today, gone tomorrow.
That said, a lot of brands still continue to lean into these platforms in the hope that they will deliver their manna from heaven and get them their place in the sun with their audiences. Lulled and lured by the convenience and promise of ‘ quick gains ‘. That’s meaningless ‘  sole searching ‘ – putting all your eggs solely in the social media basket. 
As you decide to fire from a social platform’s shoulder, because it has audiences at all times of the day or night, that freebie comes to you with a Faustian bargain. Which is you giving up control totally to the intermediary, the platform. This intermediary dictates who sees your posts and how often, and it can unilaterally change policies, tweak algorithms, and generally do whatever it wants—even if it puts an end to your business or influence.
Vanilla metrics don’t work. And engagements on social media are predominantly superficial.  A small statistic as a wake up call: Of the 95 million photos and videos posted every day on Instagram and the 500 million tweets shared every day, how many linger beyond a fraction of a second?
We look, like, and promptly forget. And yet, we keep chasing these fleeting ideas that have the shortest of lives.​ Gone before they are born. 
The way to go is to be a master of your space– create your own blog, your own newsletter, your own email list, your own website etc. The Great Resignation is happening from social media platforms. But nobody is giving up on email. Well written emails with the right subject lines can fetch you upwards of 50% open rates and a significant click through rate(CTR). Never will you get this kind of an engagement on any social media platform. Yes, the web and email seem unexciting. But time to put your money where your mouth is.
If the idea you have in mind is to make things last, run away from the latest fad. Seek things that age well. Ozan Varol calls it ” the George Clooney Effect* “.
The Gorge Clooney Effect is a term used to describe the phenomenon of people looking better as they age. It was named after actor George Clooney, who has often been described as looking more attractive as he ages.
How about aging as an asset rather than a liability?
 
ENDS

Customer Experience Is A Spectator Sport!

 

Before we set out, lets take a look at some of the world’s top tier customer centric companies:

 

Walt Disney: Stooping To Excellence

ACE Hardware: Helpful Hardware Place

Ritz Carlton: We Are Ladies & Gentlemen, Serving Ladies & Gentlemen

Amazon: Still Building The World’s Most Customer Centric Organisation

 

In an in increasingly commoditised, Red Ocean infested world, guess what is your organisation’s best product or service? CeX: Customer Experience.

 

The longest and hardest nine inches in Marketing is the distance between the brain and the heart of your customer.

 

With each passing day, interactions with customers move from private ( phone, email) to public ( social media, review sites and forums). The ‘Me’ in Social Me’dia is the Custo’me’r: Your job is to give them something to talk, yelp, post, upload, converse about…

 

With each customer interaction on these public platforms, not only has your brand to manage the expectations of the original customer in question but also the emotions and perspectives of dozens or hundreds or even thousands of other customers and potential customers bearing witness.

That’s why it is more important to be mindful of what your brand says to the customers online but HOW it is conveyed as well. A minor choice in words could be the difference between an awesome customer interaction, and an unruly, offended mob!

 

Contrarian as it may sound, Employees First. Customers Second(there is a lot of meaning in this contradiction). Transfer the ownership of “change” to the employee in the value zone. You can’t have happy, enthused customers without happy, engaged employees.

 

The customer-centric company looks at customer service as a philosophy to be embraced by every employee of the company. It recognizes that there are both external and internal customers.

 

“You need to get to the future, ahead of your customers, and be ready to greet them when they arrive”- Marc Benioff, CEO, Salesforce.

 

ENDS

It’s an ever & over connected economy, but, we have never been more lonely!

The barrage is non-stop. Requests for connections. Another feather in the cap. Another vanilla metric to flaunt your social standing. Another ‘virtual friend’.

 

The legendary Greek Philosopher Aristotle once said, “Man is by nature a social animal, an individual who is unsocial naturally and not accidentally is either beneath our notice or more than human. Society is something that precedes the individual.” He said this because human beings live in groups whether they are smaller like a family or larger like a city or country.

 

And that precisely is the reason why societal interventions seem to be dominating the discourse when it comes to offering solutions to foster connection, often to the exclusion of more individual ones. There are myriad theories about why we are struggling to connect, and just as many proposed solutions.

 

 

According to Surgeon General Vivek Murthy, the United States is in the throes of what he recently labeled a loneliness “epidemic”, with nearly one in four Americans over 18 say they often or always feel lonely. Things may not be very different in other countries.

 

Findings at the intersection of neuroscience and psychology suggest that feelings of loneliness are a biological signal, a clarion call to remind us that we need other people. That being said, there is a theory that runs counter to the default. Without the crutch of social connection, what we, as individuals can do to alleviate the situation- most of them are frictionless and non controversial- like engaging with nature or woods( if our modern day cities have them), physical exercise, one on one cognitive intervention and such like.

 

Mind you that this is not a prescription asking you to plough a lone furrow but a reconciliation to the fact that we need the best of both worlds to fight this ‘ epidemic ‘ via a personal as well as collective approach.

 

As we all know, it takes nothing to join the crowd, but, you also have to go ahead, even if no one goes with you.

 

” Alone is a state of being or body, whereas loneliness is state of mind “- Invajy

 

As I conclude, may I tempt fate and ask you to take a look at this article in BrandKnew about the power of emotions.

 

ENDS

Distress Sail!

Apparently, there is ” Wisdom of the Crowds “..” A Collective Bias “.

 

Though not sure with wisdom and bias– can the twain meet?

 

Since decades, marketers and politicians have been working to exaggerate cultural distress, a hack on our emotions.

 

Mind you, it’s not about the emotional distress of not having a roof, or not being able to care for your kids or deal with trauma..
..but the manufactured cultural distress of ‘ modern advanced societies ‘.
Like the invented shame of not having the latest smartphone or a new suit for the party..
It’s the dissatisfaction of knowing that something ‘better’ is available, and the invented discontent that comes from the peer pressure of being left out or left behind.
A vocabulary called FOMO(Fear of Missing Out) – like the social shame of not having enough presence on social media..
or the FOMO that watching other people presenting nothing but happiness online can create..
Fear of this sort of cultural distress pushes us to simply spend money to avoid it..Making a budget is hard, paying for not making one is easy.
It turns out that selling an easy and convenient way to avoid social pain is a nearly boundless formula for corporate growth..
We humans are always going to find moments of cultural distress, and it’s up to each of us to decide what to trade (in the short run and the long run) to deal with it.
Perhaps it makes sense simply to acknowledge that it’s present. That would be a good starting point, isn’t it?
People like us do things like this..ready, steady..set sail!

An attraction called distraction!

” Your real competition is your distraction “– Anonymous

 

If you are reading this, amidst your deep immersive work, you shouldn’t be. This would seem weird coming from the guy who sent you this in the first place.

 

The achilles heel of our times: Staying focused and distracted by a lot of ideas.

 

We are living through a crisis of distraction. Plans get sidetracked, friends are ignored, work never seems to get done. Why does it feel like we’re distracting our lives away?

 

Donuts taste great when we are eating them. But we feel like shit some time after. We get a bit of short-term pleasure and long-term pain.

 

The two primary motivators of changing our behavior are:

 

Avoiding pain &

 

Experiencing pleasure

 

All the attention management strategies in the world will not work unless we feel the pain and the opportunity cost of distractions.

 

If anything, the world is becoming a more distracting place. Technology is becoming more pervasive and persuasive.

 

We all suffer from the shiny object syndrome. The thrill of the chase. And the after glow.

 

Our biggest obstacle is fighting our addiction with social media and the mobile phone.

 

Wasting time online, ironically consuming content about how to be a more prolific, successful creator.

 

Digital distractions create somewhat of a paradox. We get to avoid the pain of focusing on something that matters to us. And the dopamine hits we get from checking our emails or scrolling through our Instagram | Facebook feeds. That gives us a lot of pleasure.

 

But that little boost of pleasure becomes painful when we realise that we’ve wasted time on something that prevents us from accomplishing our real goals.

 

It’s hard to change anything until our motivation is strong enough. Before we can deal with our addictions to distraction, it is important to uncover our motivations.

 

A donut called distraction.

 

ENDS

Words Worth!

It’s only words and words are all I haveTo take your heart away…crooned Bee Gees in their seminal classic single Words way back in 1968.

 

Make no bones about it. The tongue has no bones, but is strong enough to break a heart. So be careful with your words. Words can inspire. And words can destroy. Words, they have the power to build people up, confine people to where they are, and break people down.

 

 

It may not be an exaggeration to say that words create worlds. Remember that words are free but how we use them is what may cost us dearly.

 

“Words have energy and power with the ability to help, to heal, to hinder, to hurt, to harm, to humiliate, and to humble.” –Yehuda Berg

 

Acknowledging the power of spoken words is a fundamental building block to many self-help as well as mainstream therapies. For what we say out loud is a guide to what lies within us. If our talk is critical, cynical or destructive, then we tend to find we think about ourselves in a similar way.

 

Words connect humans to one another, navigating across time and space, in a profound and impactful way that nothing else can achieve. The written word allows for the sharing of ideas, philosophies, memories, events, and stories.

 

As one scholar puts it, “writing codifies speaking, thus turning words into objects of conscious reflection”. In other words, writing ideas makes them more concrete to us, and by mulling written words, we are better able to internalize and understand them, and to allow them to affect our behavior.

 

If we understood the awesome power of our words, we would prefer silence to almost anything negative. That is what inspired the adage ‘ Silence is golden ‘.

 

The power of words in history can never be under estimated. Words have transformed nations be it the Magna Carta or the Declaration of Independence. These texts show how the simplest of things – nothing but paper and ink – can be imbued with immense power by those who forge them.

 

Then there are the works of fiction and tales of writers like Dickens, Austen, Twain, Hemingway, Woolf, Orwell, Tolstoy, Shakespeare, and so on that have been enjoyed and admired throughout the ages. They continue to exert great influence over society right into the modern era, performed on the stage, adapted for the screen, and studied in great detail by readers worldwide.

 

Imagine the world without newspapers, dictionaries..vast swathes of the public would have been uninformed, literacy levels would not have found some of it’s feet that it is comfortably standing on now.. the works of Mary Wollstonecraft helped to lay the groundwork for the feminism of today, while iconic figures of the past like Martin Luther King Jr made use of their own writing abilities to bring to life a more equal and understanding society.

 

Great philosophers like Socrates, Kant, Plato, Descartes, Hume etc used their works to help us change our conception of the world around us. Political musings and journaling helped us understand the French Revolution or the American Civil War without which those key events could have played out differently.

 

Written words continue to hold great power, even in the digital space. Short messages and personal stories shared across social media led to the rise of massive global movements like the Arab Spring,  Me Too and Black Lives Matter, while aspiring authors continue to share their tales on a bigger scale than ever before.

 

At a time when all of us can head online and get our message across to millions at one go all over the world, the power of words have never been greater.

 

The human tongue is a beast that few can master. It strains constantly to break out of its cage, and if it is not tamed, it will run wild and cause you grief. Words are seeds that do more than blow around. They land in our hearts and not the ground. Be careful what you plant and careful what you say. You might have to eat what you planted one day. Not exactly the kind of diet that you would savor.

 

ENDS

Has the AIDA Model in the Customer Journey become outdated?

125 years is a long amount of time. The AIDA model was developed by the American businessman, E. St. Elmo Lewis, in 1898. The original purpose was to optimise sales calls, specifically the interaction between seller and buyer concerning the product.

Just to expand on the acronym(and the obvious):

  • A = attract
  • I = interest
  • D = desire
  • A = action
Of course the AIDA model is helpful as it provides focus on each area of the customer journey. That being said, allow me a bit of purposeful provocation.
Let’s look at a few reasons why the AIDA model is up for scrutiny:
– Post the ‘ action ‘ stage, the brand is not engaging or conversing with the customer. There is nothing happening after the purchase. In the context of how important customer retention and loyalty is for marketers, this is a pain point.
– In fact, the majority of actions taken by users on social media when it comes to reaching out to a brand involve experience (aka they’ve already interacted with your brand) and for customer service issues (aka they’re already a customer).
Pl refer to the below infographic from Sprout Social on ‘ why consumers message a brand on social media ‘:
The prognosis is that on social media, nearly 96 percent of people contact a brand beyond AIDA, assuming they’re already a customer.
– The AIDA model was constructed during a phase wherein we were in a  ‘ Caveat Emptor ‘ or Buyer Beware situation. We are now in a ‘ Caveat Venditor ‘ phase or Seller Beware mode. All the more reason for brands to be in continuous engagement and conversation post action/purchase.
 
– In an increasingly commoditised world, Customer Experience is your best product.
– Incredible, always on accessibility has driven consumers to crave experiences that are both instant and convenient.
 
– Experiences are no longer between the company and the customer. Any customer experience can become public news overnight.
– Because it’s easy enough to find a great product for a decent price these days. What’s harder to find is a seamless, customer-centric brand experience.
– Brand Loyalty is on the decline. We are in a ”Switching economy”. 86% of customers would pay more for a better customer experience(Kolsky).
– The biggest thing missing when brands manage the customer journey? Conversations.
So, how do we look at a model that can replace AIDA? You must have heard of ‘ Conversational Marketing ‘ – this is more on the lines of ACCA:
A: attract
 
C: convert
 
C: close
 
D: delight
The below infographic devised by B Squared Media is self explanatory.
Think of conversational marketing as having real-time conversations with your would-be or actual customers.
Additionally, you might want to check out this feature in BrandKnew on Conversational Marketing at https://www.brandknewmag.com/does-your-2020-marketing-strategy-include-conversational-marketing/
The model is still pretty simple. Each part of the customer journey allows for conversations between you and your would-be (or actual) customers. And if we think about customer experience, that’s what sets the superior brands apart.
Everyone knows when they are dealing with a customer centric brand. It shows. You can feel it. Sure you can go deep and crazy with customer experience but, you can also focus on conversations.
Conversations are the ignored, low hanging fruit of almost every business.
Just to let you in on a little secret: all of the marketing buzzwords(influencers! loyalty ! revenue !) live inside of customer care efforts and for some inexplicable reason, most brands are completely overlooking this part of the journey.
The script to write for brands and marketers in organisations is to move from ROI (in the conventional sense) to ROE( Return on Experience). And any kind of transformative customer experience begins with an engaging employee experience. 
In a culture of immediacy, people are becoming ever-more impatient when it comes to their transactions and brand engagement.
Some Food For Thought

– More than half of consumers (55 percent) have intended to conduct a business transaction or make a purchase, but decided not to because of a poor service experience- American Express

-89 percent of consumers have stopped doing business with a company after experiencing poor customer service- RightNow Customer Experience Satisfaction Report

-50 percent of consumers give a brand only one week to respond to a question before they stop doing business with them. – RightNow Customer Experience Satisfaction Report

– A 10% increase in customer retention levels increases the value of a company by 30%- Bain & Company
– You need to get to the future, ahead of your customers, and be ready to greet them when they arrive”- March Benioff, CEO, Salesforce.com
Before I sign off, some customer experience benchmarks that are worthy of emulation would include:
Walt Disney: Stooping To Excellence
ACE Hardware: Helpful Hardware People
Ritz Carlton: Ladies and Gentlemen serving Ladies and Gentlemen
Amazon:Building the earth’s most customer centric organisation

 

A contrarian view as I hang up:

The truth is of course is that there is no journey. We are arriving and departing all at the same time: David Bowie

ENDS

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https:www.weeklileaks.com

 

 

Decibel V/S Gospel

We have all done our bit of time management drills. Segregate the routine from the urgent from the important. What is urgent need not be important and even the other way around.

Distill the wheat from the chaff. The signal from the noise. Indulge in ‘ Essentialism ‘- separate the trivial many from the vital few.

Hearing and listening are not synonymous.

Given the surfeit of digital and social media options today, the noises that you hear can be overwhelming. It’s easy for anyone to be loud and consistently at that. The Big Bold all uppercase attention seeking subject line for example. Falling innocent prey to these high decibel badgering is a strong possibility.

What would be vital to understand is who are these loudest noise makers to whom you are lending your ears to ? And are you overlooking the more important constituents in your customer universe as you do that? Well worth an introspection.

The once in a blue moon random customer with Cartier expectations and Naif Road budgets might be the noisiest for sure but do not confuse them with the silent, committed, long term customer who delivers you over 90% of your business.

It’s not about the Paleto Principle. Neither is it about profitability and revenues but identifying, respecting and understanding whom we have set out to serve. And serving them the way they ought to be.

A loud noise will not be important and an important voice need not be loud. If they are well heard, they can be well healed. And leave you well heeled! And then it’s business as usual.

Distinguish the decibel from the gospel. Then all would be well.

ENDS

www.groupisd.com/story

www.brandknewmag.com

 

 

Marketing is having a Listening Problem!

Is Marketing having a Listening Problem?
Yes, you heard that right. Marketing has a listening problem…definitely looks like- but the problem isn’t a matter of not hearing the voice of the customer. The problem is understanding what all the noise actually means.
An unintentional tone-deafness has led marketers to realise that they are not just struggling to aggregate the right data or struggling to identify the moments of opportunity to deliver exceptional experiences to their customers. Marketers admit that the biggest challenge the organisation faces while working to develop lasting customer relationships is actually remembering the relationship itself and not solely focusing on getting campaigns out the door.
 
Organisations have settled for passive hearing instead of active listening.
When it comes to aggregating the true voice of the customer, many marketers continue to rely on passive channels bringing in reactionary signals intentionally sent to the organisation. This leaves little opportunity to aggregate, let alone understand, real-time behaviours and cues being left behind by the customer across the omni-channel landscape. Consider where marketers believe insights, cues and indicators are being left: Email, Social, Sales Rep Interactions, Forms, Service & Support. While this list seems reasonable and an appropriate collection of customer signal sources, when sorted into categories of active, realtime, customer-driven signals versus post-engagement, reactionary or company-controlled environments, the picture of where marketers listen for signals begins to point to channels of known, structured comfort.
Where do customers actually leave cues?
Not in the known, structured comfort but in places like Social Media, User Generated Content, IoT Sensors, Chatbot sessions, Mobile Device detection etc
Data doubts are holding back advancement of the omni-channel experience. 
Without question, marketing has spent the past decade (or more) actively investing in expanding the omni-channel toolkit, identifying new ways to reach and engage with the connected customer. Each experience advancement heightens the need for actionable insights and a clear signal based on customer voice and data. But few marketers feel they are able to unlock the opportunity in the channels and the data already in use. This doubt is contributing to a hesitancy to expand and further explore what is new in omni-channel engagement.
Getting small could get us back to the customer.
 
The criticality of small data sits with the insights that reveal the “why” – why is the customer here today, why are they searching, why are the buying, why are they NOT buying? 
Marketers are waiting for complaints or opportunities to improve experiences through answering issues or questions rather than leveraging more complex data to proactively meet the customer with experiences that add value and delight. But marketers are also looking to get a better view of what the customer actually wants. Marketers need to understand the “why.”
Are they most prepared to take advantage of small data to turn noise into signals from the customer. Marketers are also confident they will finally reach the “why” behind customer’s actions and behaviours.
“Why” is also fuelling the marketer’s aspirations. When you try to identify brands across any industry that customers admired for their ability to deliver on real-time, personalised customer engagements, some key brands consistently rose to the top: Amazon, Apple, Google, Starbucks and Nike. 
What these brands also do well is connect with people and engage with customers like individuals, not just transact with campaigns.The biggest differentiator of these leading brands is their ability to treat every individual like a friend or confidante.The ability to initiate conversations in a manner that reflects the customers needs helps differentiate the brand. In essence, these brands never loose sight of the fact that their customers are core to their business…and that their customers are people first, buyers second.
It is time for marketing to lead the charge to treat people like people. It is time for marketing to champion being human. It sounds fundamental…that our customers are people. But as we have already seen, marketers admit that remembering that the organisation is engaging with people and not just data sets or individual records can be challenging.
The tools and technology are available. The data is abundant. The missing piece has been the voice of the customer. It is time for Marketing to champion the shift back to human…driving profit and opportunity along the way.
ENDS
 
www.groupisd.com/story
 
www.brandknewmag.com