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Monday
Jul212014

Great customer experiences transcend digital

It’s an amazing time in marketing to focus on the customer experience.

Like never before, technology allows us to easily interact with the customer. More often, it’s these interactions that make the difference because there’s little differentiating products and services from competing brands. The experience is the differentiator.

It’s not hard to understand why, in client meetings, I’m seeing the conversation turn to experience more and more. This is happening mainly because marketing’s new mission is to create memorable and useful experiences during the buyer’s journey. Advertising is one small touch point. And while it’s great for generating awareness, it doesn’t really contribute much to a meaningful brand interaction. Marketing is more and more about what we do, not what we say.

Anyone who has ever created an experience map for a brand knows there are many significant brand touch points that need to harmonize into an experience. For 10 years, we’ve mostly focused on the digital touch points because most marketers weren’t maximizing the new and promising technology. There has been blind enthusiasm for the notion that if the digital experience improves, it compensates for other inferior offline experiences.

We know now that your brand needs to be useful, usable and pleasant everywhere. No single app, mobile site or social media presence will make up for an average analog brand experience. In my study of considered purchases, some of the most meaningful experiences are offline, and they have traditionally been beyond the command of the marketer. Customer service, sales calls and dealership experiences are still much more important than we digital marketers anticipate. The marketing focus has now turned to providing great digital tools that improve the in-person experiences with usefulness and usability.

Click to read more ...

Tuesday
Jul152014

Sorry, brainstorming: It’s empathy that drives innovation and creativity

There’s a big misconception that “innovation” means brainstorming a bunch of big (and preferably really cool) ideas.

Much of this thinking comes from watching widely admired companies kick out groundbreaking products and services, from the iPhone® to OXO® Good Grips. It’s understandable that we might picture these companies’ best and brightest in ideation sessions, furiously working to get their brilliant ideas out of their heads and onto a whiteboard.

But great ideas don’t usually materialize this way. Putting aside the growing chorus of those questioning brainstorming’s effectiveness, this simply isn’t the way innovation works. In fact, if you’re waiting for geniuses to drive innovation in your company, you’re doing it wrong. 

Innovation is about solving problems for people in ways that fit their lives. And you can’t do that without deeply understanding those people, and their unmet needs and desires. But how do you uncover those unmet needs and desires? We already know it’s not by asking people what they want. It’s through empathy.

Here’s why empathy works so well at driving innovation and creativity:

Empathy offers a fresh perspective: Seeing the world with new eyes is the best pathway to fresh ideas. It increases your ideas exponentially.

Click to read more ...

Thursday
Jun262014

Six tips for making technology work for you

As someone who handles network issues for our agency’s IT department, I’m always thinking about how people manage time, tasks and tools to “do stuff.”

At our agency, we’re all busy. There’s always something more to do. Maybe it’s that next hot client project or that overdue expense report. Whatever it is, we just have to dig in, get our hands dirty and get stuff done. Lucky for us, we have plenty of tools and technology to help us do just that.
 
Using technology in our daily personal and professional lives isn’t necessarily about fancy gadgetry and wizardry. It’s really about empowering people. Technology is meant to enhance, to facilitate better interactions and to help us achieve better outcomes in all we do.

Image from tumblr.com/midcenturymodernfreak

So, follow these six tips to expand your use of tech and do more meaningful work:
 
Try things without the fear of failure.
Always push boundaries relative to your use of technology. Why? Because that’s when exciting things happen. Let’s make those tools do impressive things.

Want to share a video feed of an in-progress meeting? Want to include high-definition audio while doing so? There are tools for that, and they can really add some pop to the meeting experience. Push that envelope.

Be pragmatic.
Reach for the stars always, but be realistic, too. When using technology to achieve new things and reach new heights, the goals we set for ourselves — our tools, our new platforms, our new ways of doing — also must be tempered with a realistic approach.

Perhaps you have a snazzy idea for how to share information with your audience at a trade show or, better yet, maybe you want them to share information with you! Live text feed solutions could do just that. We used one at one of our own meetings recently. 

Have something new you want to try? Test it first so that when it does come time to let it fly, you can soar.

Click to read more ...

Tuesday
Jun242014

B2B marketers: Two steps to think like a B2C marketer

In 2010, in the throes of the Great Recession, I chose to make a seismic shift in my career.

I crossed over from the glitz and glamour of B2C marketing into the yeoman’s work of B2B marketing. I was hired to inject a B2C mindset into a challenger brand in a B2B industry. In preparation, I read up on the B2B marketing thought leadership at the time. It was less than inspiring. To wit:

“A B2B purchase is based more on logic … a consumer’s purchase is based more on emotion,” read one article. “If I have a B2B client they will be most interested in the feature of the client which is moisturizing the skin. If I have a B2C client they will be most interested in the benefit, which is relief of itching skin.”

This made my skin crawl, not itch. 

As a marketer with both B2C and B2B stripes, and now leading marketing and business development efforts for the premier independent business marketing agency in the country, I believe the influence of B2C marketing on B2B marketing to be undeniable, paradigm-shifting and permanent.

B2B marketing is both logic and emotion. Both right-brain and left-brain. Thinking and feeling. Business and pleasure. Professional and personal. Why? Because the B2B marketing game has been raised, thanks to the impact of digital technology on our ever-blurring personal and professional lives. And the importance of the influence of the personal on the professional cannot be overlooked. 

As business marketers, we need to borrow from the B2C marketing playbook to win this new game. Here are two steps to help you think like a B2C marketer for your B2B business and clients:

Step one: Customers are consumers

In the B2B world, “consumer” used to be considered a taboo word. B2B marketers experience longer sales cycles, their products and services are more complex, B2B customers are not impulse- or status-driven consumers, etc. 

Click to read more ...

Friday
Jun202014

8 steps to stop driving your readers away

Just like any good marketer out there today, you understand the vital importance of strong content marketing.

You’ve developed a strategy. Drafted a beautiful content calendar. Gathered the best of the best thought leaders to share their insights. Chances are, one seemingly tiny thing is going to prevent your readers from consuming your content.

What’s stopping them? Your headline.

Without a well-written headline, your readers are going to scroll down their Twitter feed, move onto the next e-newsletter or search on Google for something that does a better job of piquing their interest. In fact, Social Media Today reports that 80 percent of people who see your content will read the headline but won’t stick around for the rest of the post.

  1. Stop pushing readers away. Follow these eight simple tips for writing brilliant headlines:State a clear benefit. Be clear about what knowledge readers will walk away with after their visit. Don’t forget that your post must follow through on this. If you set too high of expectations and you don’t deliver, your readers won’t trust you.


  2. Be brief, but don’t hurt your clarity. “Saving on your insurance” is short, but “10 ways to save money on your car insurance” is more clear. If you’re unclear in your post, you might get readers who click but then realize it isn’t what they want … and then leave. That’ll increase your bounce rates.


  3. Use lists and numbers. People know that lists are easy to read quickly, so headlines such as “12 reasons to …” and “5 tips for …” will grab attention. Use digits (“10 tips”) rather than words (“Ten tips”), and it’s best if you keep the number at the beginning of the sentence. Surprisingly, research has shown that larger numbers also perform better. This may be because it seems more dramatic (“Virus threatens more than 200,000 sites”) or because people see higher value or think it’ll be more readable (“50 ways to enhance your site’s performance”). Time units can perform well, too (“How to create an issues management plan in 2 days”).


  4. Go a little negative. Things that sound critical or concerning can absolutely grab a reader’s attention. “Google shuts down Google Reader” isn’t going to get as many shares as “Google kills Google Reader,” just like “The app you can’t live without” will be better than “The app that will improve your life.” Another example? “How to fail at UX” is better than “How to succeed at UX.”

Click to read more ...

Monday
Jun092014

Hi, we’re Generation C

Image from UBM Tech“Generation who?” is probably what you are asking yourself. If you have not heard of us, keep reading.

We’re an economic power that spends directly and influences the spending of others. Many of us are, or soon will be, key B2B decision-makers, but we’re not your typical generation.

No, Gen C is not another name for millennials. Age does not define us. It’s about our behaviors and our mindset. We’re fueled by the Internet, rapid technology advancements and instant communication. We’re all about connection, creation, curation and community. Get to know us.

Gen C communicates differently
We bond, we align and we organize. Why does this matter? Because we want to tell and show the world how everything is doing, not just how we are doing. We crave originality and brands that are authentic — human versus formal or corporate. Every interaction with your brand — good or bad — can be worth tweeting.

Gen C is all about mobile
We are constantly connected. Our phones are the first thing we check in the morning and the last thing we look at before bed. We consume most of our content on mobile devices. When we’re ready to buy, we want the ability to research the brand, to find your nearest location or to hit purchase from the phone.

Gen C loves content

Click to read more ...

Friday
Jun062014

Global B2B social media needs cultural context

Before sending branded social media efforts abroad, make sure it packs cultural context.

That message resonated with me last week in Chicago, at the Business Marketing Association’s global convention BMA14, when a panel I moderated on behalf of Bader Rutter and BBN examined global social media in the B2B industry.
 
With context comes nuances and details that only marketing professionals native to the country can bring to the table. The truth is, there simply is no one-size-fits-all approach. What’s truly needed is a unique balance somewhere between a top-down, corporate-authored social media playbook and giving regional resources too much flexibility to alter the brand’s messaging and tone of voice. It’s an art, and it requires trust in the people you work with.

Check out the sketchnotes from the panel discussion:


In the session, which you can watch, panelists from Singapore, England and Germany covered many topics and best practices:

  • Visuals as a way to overcome language barriers
  • Working with legal and privacy rules in Asia, the United Kingdom and the European Union
  • Staffing social media community managers abroad
  • Channels popular overseas but largely unknown in the United States
  • Enabling social media in a foreign sales force
  • The viability of social listening platforms outside the United States

I polled attendees, and about 55 percent of the voting audience had experience with global social media. They said cultural context was by far the largest barrier to execution.

 

The subject of local, regional and national barriers clearly was on the minds of audience members who fed us their questions via Twitter. Take a look below at the top six questions and responses from panelists Anol Bhattacharya, CEO, GetIT Comms; Paul Myerscough, director of content, Stein IAS; and Tom Foell, head of social media, wob AG, BBN Germany.

“What are some best practices to keep in mind when launching American brands abroad?”

“How can you ensure a unified message across social platforms in different country markets where cultures vary?”

Click to read more ...

Thursday
Jun052014

BMA14: Data is useless without context, and more

Three days, 42 sessions, countless insights. BMA14 did not disappoint — for those who attended in Chicago or those who followed along via social media.

The hashtag #BMA14 burned up the Twittersphere, trending in Chicago just two hours into the conference as attendees scrambled to provide real-time updates during the annual global conference. The connectivity encouraged by BMA and journalistic zeal exhibited by the nearly 1,000 conference attendees proved some of the key themes at the sessions: human connections matter; data-driven communications — done right — are more important than ever; sales and marketing are a dream team; and global context is critical.

Here are some takeaways from two of our six team members who were at the conference: Andrea Bolyard, team leader, and Rick Stoner, social media strategist.


Here are Andrea’s takeaways:


Make a human connection
The marketing and advertising communities have waxed philosophical about the impending digital age and where it would take us. Well, it’s 2014, and it’s here. In the words of Jill Rowley, founder and chief evangelist of Jill Rowley #SocialSelling, customers today expect companies to feel personal. They don’t want to be sold to, and they definitely know when you’re selling instead of educating. To succeed in reaching buyers, brands need to be “transparent, collaborative and accessible where the buyer is.”

Work that data
Marketers have access to volumes of data. In fact, “volumes” probably isn’t even big enough to cover all the data you can review and analyze for any given marketing effort. The biggest challenge now is how to work with the information at hand to make an impact. A CMO panel led by Jeffrey Hayzlett from Bloomberg Television encouraged using information to augment personalization and segmentation in communications. The more you know about your audience, the more you should use the information to make your communications relevant — down to the individual level, if you can. Cracking highly sought-after audiences requires time, effort and diligence.

Sales + marketing = success

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Thursday
May292014

Finding your inner octopus

The octopus is among the smartest animals in the sea. It’s known to be endlessly curious, use tools and learn.

We should strive to be more like the octopus — especially when it comes to insights and content.

Everyone talks about insights, but what are they, really? Some might think of insights as sharing a trend; some might see them as reflections on experience. Those things aren’t wrong, but insights are so much more.

At a conference I attended this year, one speaker offered this definition of insights:

  • Things you don’t know
  • Things you should know
  • Things that can change

However, while you can’t necessarily change the insight you uncover, you can at least use that insight to make a change. Take the evolution of CAPTCHA, for example. A CAPTCHA is a program that protects websites by distinguishing between people and bots. It’s amazing how its inventors adapted their creation once they learned how many collective hours humanity wastes on those pesky Web forms every day.

Another easy place to see this — at least with relative speed — is with content development. And the best content developers are really octopi: they’re curious, they use tools and they learn.

Click to read more ...

Thursday
May222014

Strong visuals need a strong foundation

I’m a designer. My job is multifaceted.

I create, conceive and direct all things visual, from print ads and Web pages to videos and illustrations. My job is to dream, analyze and bring ideas to life in ways that are lively, relevant and engaging.

Although I’ve been in the industry a relatively short time, I’ve already developed an aversion to certain phrases like “Freshen it up” and “Make this look better.” You can decorate a cake from the dollar store to look pretty, but you can’t change the integrity of the dollar cake. “Sprucing” doesn’t offer much extra value.

When I explain to people what I do, I stress having a strong conceptual foundation in my work so each design can evolve as a process. I need details to develop work that features a beautifully crafted design on the surface as well as the underlying value beneath.
 
One of the challenges of being a designer is that people view design as a subjective profession. Everyone has an opinion about the surface qualities of the finished product versus the idea that gives the design substance. Good design is based off of conceptual foundation; an idea needs to stand on its own before it’s visually translated.

Here’s an example. I made the 2013 poster design for the Silhouettes Fashion Show at the University of Wisconsin-Stout. I collaborated with a photographer, stylist, makeup artist and a fellow designer to make the design come to life. There are two ways of interpreting my poster design.

Click to read more ...

Wednesday
May212014

It starts with a story

Contributors: Colleen Grams, Ryann Greve and Greg Nickerson

We’ve all had those moments. Ones that reveal who we will become later in life.

We asked some of our people to share stories about events that helped express who they are — the thought leaders of today. At BR, our vision is to inspire human connections that matter. That’s why we’re sharing these insights in this, the first in a series of perspectives that start with a story.

Having the tough conversations, by Colleen Grams 
I’m pretty comfortable being uncomfortable. The first time I remember noticing this characteristic was when I was 7. We lived on a U.S. military base in Germany, and when we felt particularly homesick, we went to McDonald’s.

My sister coaxed me into asking the German workers for ketchup because she wasn’t comfortable doing it. What was the big deal? I thought. What was the worst that could happen?

Later, the same qualities that made me feel OK asking for ketchup served me well in my journalism career. I rarely took no for an answer. I always thought of different “what if” scenarios to get the job done.

And now, in my role managing marcom programs for our clients, I ask a lot of questions. I can chat with just about anyone, and I’m not afraid to have tough conversations. Hopefully, I keep alive the spirit of that 7-year-old girl as I help our clients step outside their comfort zones. I’ve learned there are times it’s OK to feel uncomfortable. But eating fries just simply isn’t one of them!

Click to read more ...

Wednesday
May142014

Social media channels are dead! Long live social media!

When it comes to prognosticating about social media, death is in and the future is subdued. After years of touting the medium’s potential for disruption, many journalists are now trying to put social media in a hearse and collect Web traffic on the way to the funeral. Recently, some influential media outlets published headlines that made my RSS feed look like an obituary section. Here is a quick look at the headlines about the dearly departed:

 

The digital funeral movement is certainly concerning for marketers managing brands active on social media. Corporate marketing budgets don’t have bereavement leaves. Years of investment in time, ad budgets and company culture sea changes are at stake. While I don’t have a crystal ball on which channels will prosper or perish (heads up, nobody does), I can tell you that as a marketer it’s a largely frenzied exercise in click-bait futility.

That’s because, although channels will come and go, social media isn’t going anywhere.

Twitter’s struggle to attract more mainstream users to maintain growth and Facebook’s problems with tweens are notable strategy issues but are largely irrelevant if today’s CMO sticks to these two digital content best practices:

  1. Treat every decision as an experiment
  2. Be where your audience is

Click to read more ...

Tuesday
May132014

Google Glass: Half Empty or Half Full?  

What comes to mind when you think of Google? Innovation, clean design and the future of technology, right? That’s the aim of Google’s new venture — Google Glass. Google Glass is essentially a computer and high-tech eyewear hybrid that provides a hands-free tech experience.

Want to know what it’s like to wear Glass? See for yourself:

 

I run the IT department here at Bader Rutter, and we’re always looking for new, unique IT initiatives. So when I heard of Google’s Explorer Program — and the chance to test Google Glass before it hit the market — I jumped at the opportunity. Now that I’ve used Glass for a couple months, here are some of my takeaways: 

Being from Google, it has its advantages .  .  .
People enjoy the convenience and power of smartphones. Google took that a step further with a hands-free experience. This offers some practical advantages. Our team recently went location scouting and the project’s art director couldn’t go along. So, why not do a Google hangout to let him see the area firsthand? Or if you’re creating an instructional video, you can have your hands free to walk viewers through a process.

Besides the video aspect, Glass offers another plus — the voice-controlled tech experience. It’s about simple, “Ok glass, send a message to” commands, making it a great quick-hit consumer device.

Click to read more ...

Friday
May092014

If you jump right to shiny, flashy tactics…

Senior strategist Anna Kirk is among like-minded content strategy nerds this week in Minneapolis at Confab. They are sharing trends and brushing up on content best practices. Watch for a more in-depth post on her takeaways soon, but in the meantime check out this visual representation Anna sketched of an analogy we love.

 

Wednesday
May072014

Creative diversity: My adventure as a designer in France

Before coming to Bader Rutter, I worked in Paris at a well-established brand identity agency (http://www.seenk.com/). Luckily, the agency wasn’t looking for a native French speaker. They hired me as a designer with a fresh perspective who could bring diversity to their work.

I saw how agencies were building Parisian, French and European identities for brands and how advertising was a part of something totally different. I immersed myself in this new culture through billboards, magazines and television commercials. Before long, I began to see how design works as a part of the larger advertising and branding machine, whether it be commercial or otherwise.

Seenk offices in Paris.Here are two important lessons I learned while discovering the advertising world abroad:

Team diversity is beneficial for out-of-the-box thinking
In our globalized world, a diverse work environment is a stronger work environment. It is a smart move for any agency to hire people with diverse backgrounds. Not only does it add something to the blend of cultures, it adds different perspectives to projects, helping fulfill client needs and expectations.

The team at Seenk in Paris.For example, my American perspective and experience allowed me to offer a new ingredient for certain design thinking. French corporate design is generally conservative. This is mostly because the clients are typically more rigid, so agencies are used to designing for them. My foreign perspective gave me the chance to help with that.

Click to read more ...