Christopher S. Penn – Marketing AI Keynote Speaker

Category: Advertising

Marketing with direct experience

Something that’s been on my mind a great deal lately is how to integrate more direct experience into everything we do, from marketing to advertising to life itself. One of the most critical things to understand in business is the difference between exoteric and esoteric, or obvious and hidden.

Exoteric is exactly what it is – surface details, things you can glean from stored knowledge alone. You can read, for example, about faraway places or follow Twitter streams from conferences and events and get a fairly hefty amount of data just from those sources. For example, if you followed a conference like the Inbound Marketing Summit on Twitter, you got a whole bunch of bite-sized ideas, some of which may have been immediately usable. There’s a lot of value in the exoteric, and it’s one of the things that makes social media shine, as a distilled representation of a reality in another place that you can’t be.

Esoteric is another thing altogether. I like to call esoteric direct experience, because it’s only things that can be transmitted or learned through direct experience. I talked about this with lychee nuts, but here’s an even cruder, more obvious example. No matter how much you read about it, no matter how many videos you see on the Internet about it, no matter how many people you talk to about it, there is no substitute for actual sex, is there? That’s an experience that can only be direct. In fact, it’s so powerful a direct experience that it’s illegal to market the experience at all in many places!

Where we can run dangerously off path is believing that new technologies can replicate direct experience. A lot of folks seriously believe Twitter is a replacement for real interaction (they tend to be folks who prepend tw- to every other word, like twebinar, tweetup, twestival, tweep, twevent, tweeple, etc., what I rather tactlessly label twasturbation) and as a result, despite being more “social”, they’re lonelier and more isolated than ever. A lot of folks in business and marketing believe that being social will cure their business of its ills. Social media is not a panacea for a failed business model. Never has been, never will be, except for the snake oil folks who make a quick buck off you (learn how to make $300 a day on Twitter!) before moving on to the next trending topic.

If you want to get the most juice out of your marketing squeeze, look at direct experience. What direct experiences are your customers having with you and your products or services? What direct experiences can you give your customers that no other competitor is giving them right now? For example, one of the events I volunteer at every year is College Goal Sunday, when students get together to complete the FAFSA form. This isn’t charity for me – this is an important event that helps me to better understand and witness what my audience experiences when trying to fill out this form. No amount of surveying can replace actually watching someone try their best to fill out government paperwork, and that then helps me to make my products and services better.

Do you own your products or services? Do you use them personally? Have you bought them in the store and tried to set them up in the same way your customers would? Have you used them for any amount of time and thought, gosh, this product really needs this or that feature? That’s the direct experience you’re looking for. When you share direct experiences with your customers, you understand implicitly what they’ve experienced with your products and services and can truly help them.

There is no substitute for direct experience. Don’t get caught in that trap, especially in social media. A simple way to check if you’re too far down the rabbit hole? If your spell checker is flagging every other word in your communications as unknown, you might not be getting enough direct experience and might have too much social media Kool Aid in your diet.

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November 1, 2009
Do you have any idea what you're marketing?

Do most marketers have any idea what it is they’re marketing?

Do you know what you’re marketing?

I mean this in all seriousness. Part of what should make marketing easy is when you have an awesome product or service. Awesome goes a long way towards a product making itself well known by word of mouth, but at least to get the ball rolling, you need someone – marketing – to tell your target audiences that your product or service even exists.

How many times have you been to a specialty store like a Best Buy or a Petsmart where the sales person you were talking to had absolutely no idea what it was that you were asking about, or were just plain making things up because they had no idea what they were marketing?

How much money is your company losing from lack of knowledge in marketing?

Here’s a sniff test, a gut check for you and everyone on your marketing staff. Pick one product or service your company offers and ask your team – and yourself – to explain 3 aspects of the product or service, like how it works, who’s eligible to use it, what role it’s best suited for, etc. If your company’s marketing team is outstanding, everyone will be able to knock this out in 30 seconds flat. If your company’s marketing team is not yet wholly awesome, you’ll get a lot of stuttering, downward glances, and shuffling feet.

If you can’t explain what you do as employees whose paychecks depend on your products or services, what hope do you have for your prospective customers understanding enough to buy from you?

There are two solutions for this problem. Neither solution costs much money, and both cost time that’s well invested.

First and foremost, and the one that we use where I work, at the Student Loan Network, is to make everyone work in customer service. From the CEO down to the coffee intern, everyone works in customer service, answering customer questions, researching financial aid issues, going to financial aid conferences, volunteering at events like College Goal Sunday. Everyone is in service whether they want to be or not, whether they personally think it’s beneath them or not, because that’s the best way to stay in touch with what customers are really asking for. I get tons of messages on Twitter and Facebook daily about financial aid, and I’m happy to answer them because it keeps me trained on what we can do.

Second, make sure marketing and production/manufacturing/creation have lunch together weekly. I’ve said this before about marketing and IT on Marketing Over Coffee, but it’s equally important here as well. Make sure the folks who make the stuff that you sell and marketing are dining together on a regular basis so that the creators can help the marketers understand what the heck it is they’re trying to sell. If your product or service is something that your marketing team can use, every single person on the team should have a free one issued to them in perpetuity, so that they always know what the thing is and what it does. On a recent trip to Hubspot, every employee has their own personal web site’s Website Grader score posted publicly on their desk, so that they know exactly what their public facing tools do and how it can help them.

Neither of these things are rocket science. Both are cheap and impactful. Please, I beg of you, do this at your company, so that the next time I want to buy from you, the person marketing stuff to me can actually answer my questions.

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September 15, 2009
One pixel away…

… is the Marketing Over Coffee extra interview with Mitch Joel and his new book, Six Pixels of Separation. Go give it a listen and buy Mitch’s book.

Disclosure: goes to Amazon, affiliate fee paid to Marketing Over Coffee.

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September 8, 2009
What World of Warcraft can teach you about gear and skill

If you’ve ever played any character in World of Warcraft, you know about the diminishing returns of gear. If you’ve never played Warcraft, it works something like this: once you’ve reached the top level of growth for your character (currently level 80, soon to be 85), any gains you get to make your character better come not from “leveling up” but from getting better gear, better armor, weapons, etc.

In the beginning of your gear quest, vast improvements in your character’s capabilities are easy. Going from a green “uncommon quality” item to a blue “rare” item can add more power, more strength, more valued attributes to your character in great leaps. Your character can perform far better in the game in these early jumps in equipment.

However, as you keep gearing up, going from blue “rare” items to purple “epic” items, the items get more costly (or more difficult to obtain) for statistical improvements that are orders of magnitude smaller.

After a certain point, you reach diminishing returns, where the gear’s improvements are so small that the comparatively large efforts to get the gear simply isn’t worth it for the average player. Where a blue “rare” item might take half an hour’s worth of work, a top, best-in-game item might take weeks. Granted, it’s a game, so as long as you’re having fun there’s no penalty towards getting that gear, but it’s still significant diminishing returns.

After you reach the point of diminishing returns on gear, the best thing you can do as a Warcraft player is to spend time learning how to play your character’s skills with the gear you’ve got. Gear, after all, merely magnifies your skills. Learning the various ways your character can behave in combat, learning to fine tune your use of the right skill at exactly the right time – these are the things that will not only make the most of the gear you’ve got, but in some cases will negate any gear disadvantages you have. Anyone on a team in the game knows that it’s better to have a slightly undergeared, excellent player leading your team than a highly geared, incompetent buffoon running the team.

So what does all this have to do with anything? Well, life is exactly the same. Take photography – after a certain point, you’re just spending money on lenses and other gadgets with fewer and fewer returns. That first zoom lens makes a big difference in your photography. The jump from a 55-200mm to an 18-200mm isn’t earth shattering, just convenient. Photography gets to diminishing returns VERY quickly – better to learn how to compose and shoot with the gear you have after the entry level improvements. Better pictures come from better skills – gear magnifies skill, but doesn’t improve it. Only learning and practice improves skill. I’ve got a Nikon D90 with a few lenses, and when talking to Marko Kulik (a photography expert), he basically said I’ve got all the gear I could possibly need for years – now I need to learn how to use it well.

Look at marketing. The first analytics software you start using is an incredible leap from no analytics at all, or guesswork based on server logs. After that, you get diminishing returns on the quantity of information you get from web analytics – and the real juice to be had in web analytics is not learning what numbers you have, but what they mean and how you can change your business practices to serve your customers better.

Accounting? Lots of businesses run quite well on Microsoft Excel, not because they don’t want to buy an accounting package, but because their accounting staff is sufficiently skilled enough in Excel that the gear upgrade won’t make a difference in their performance – and might even diminish it.

In the end, gearing up is important only to the point of diminishing returns, whether it’s marketing or Warcraft. The lesson is the same across nearly all professions, trades, and hobbies: gear magnifies skill. Gear up to get past entry level limitations, then focus your time and energy on the skills you need to tap the potential of that gear.

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September 5, 2009
How much did that ad just cost you?

The following post is rated PG-13 for adult language.

I went looking for some decent affiliate marketing blogs to read and subscribe to this morning. Being the Googling sort, I searched for affiliate marketing blogs and popped open the top 20 results in a series of tabs to see what I’d found.

Of the top 20 sites that came back in my search, 2 didn’t load, one was flagged by Google as containing malware harmful to my computer, and 11 of the sites, before any content could load, popped up a whole-page, content-obscuring ad. Some of the ads were for newsletters, blogs, or other “freebies”, while others promoted the author’s latest books, DVDs, webinars, seminars, and other swill.

The very thing that would convince me to buy your book, CD, DVD, etc. is your content. How helpful is your blog? After all, if I quickly scan the first five posts of your blog and I learn something just from a quick scan, you can bet that I’ll think you’ve got even more stuff to offer. You taught me something in 30 seconds, and I’ll stick around much longer to see what else I can learn. I’ll bookmark your site. I’ll tag it and store it for future reference. I’ll subscribe and opt-in, because I love learning, and I love any site, blog, or outlet that helps me learn more.

However, when you obscure your content with piles and piles of ads, guess what? The value you present to me is absolutely zero, and you get put in the bin of perpetual ignorage. I don’t care how well ranked your book is on Amazon or that your book is on the Peoria TImes Bestseller List for the 213th week in a row. Endorsements don’t mean anything to me. Reputation matters very little to me. What does matter is the content, the goods, and if you block my ability to read your content with your ads, then you’ve effectively decided I don’t need to get any sense of your value.

Here’s the ultimate irony, you Internet marketing masters. (yes, one pompous jackass billed himself as such) One of the areas we cover less well in our Marketing Over Coffee podcast is affiliate marketing (with the quality of the blogs I surfed this morning, there’s little wonder why), so I was doing some homework, putting together a list of actually useful affiliate marketing blogs for our master blog list that we’ll be distributing in the next Marketing Over Coffee newsletter.

If you hadn’t blocked your entire site with tons of useless shit, you might have made the cut and had your blog included in a list that will be distributed and subscribed to by thousands and thousands of marketing professionals. Instead, you lose out on me, you lose out on someone willing to voluntarily endorse your writing, and you lose out on a ton of exposure, all in the hope that you could scrape up a buck with your ineffective ads.

We’ve all been beating this meme to death recently, but for good reason: be helpful. Be helpful in what you do and your work will practically market for you. Be helpful and useful in your writing, in your blogging, in your content production, and you’ll have won me over immediately, made me subscribe, and made me mention you to the folks who enjoy seeing what’s on my nightstand and in my blog reader.

Go take a look at your top five blog posts right now on your personal or professional site. If at least one of your blog posts doesn’t contain something helpful, something actionable, something useful, fix that. If you do have something that I can learn, take away, and make useful right away, then I congratulate and salute you, and know that your audience deeply appreciates what you do.

Updated: I posted the counterpoint perspective with data over on Marketing Over Coffee.

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August 30, 2009
It's how you make me feel that matters

Here’s another obvious but overlooked aspect of communication: you’re selling emotion.

We are emotional creatures. We feel first, then think – and this is wholly right and as it should be, because to feel primal fear is to ensure survival. You don’t analyze how many claws the lion has, you feel the fear and run like hell.

Knowing this, knowing that we are emotional creatures first, think very careful about your work in marketing, advertising, and media. In all of your work, in all of your campaigns, you want to target an emotion as the hook that attracts attention, convinces the prospect, and converts the customer. In all of your media, you have to decide what end emotion you want someone else to feel, and plan your work accordingly.

I’ll give you a few examples.

In the Financial Aid Podcast and my work on FAFSAonline.com, the free FAFSA application prep site, I focus on the emotion of reassurance. When you’re done, I want your fears to be mitigated, I want you to feel a little more confident that the financial aid process is manageable, that you can do and accomplish everything in the process, and that it’s not the mind-boggling maze that others market to your fears in order to get you to buy, sign on the dotted line, and hope everything will be all right. Quite the opposite. I want you to feel reassured, a little more secure, and resolute in your ability to navigate the process.

In Marketing Over Coffee, the emotion John Wall and I go after most often is conspiracy. Not tin foil hat stuff, but the sense that you’re in on the secret. You’re a part of the secret club of Marketing Over Coffee, you’re there with us in the coffee shop as we talk over stuff that’s of interest to us. You know the special handshake, the secret sign, and all the privileges that come with being on the inside, with the “in” crowd.

Look at a product like the Pet Rock from the 1970s. Who in their right mind would have predicted that this phenomenon would have taken off? Actually, looking back, there’s absolutely no surprise that it did, as it markets to the dual emotions of convenience and guilt. You know someone who’s endured the childhood trauma of losing a pet. You also know people who are so absent minded they’d lose their own reproductive organs if they weren’t integrated in them. Pet rock’s marketing to the emotions of knowing you can’t possibly hurt your pet rock, nor do you have to be responsible in any sense.

Examine the feelings generated by many of the well known folks in social media. How does Chris Brogan make you feel? How does Gary Vaynerchuk make you feel? How about Ann Handley, Pete Cashmore, Guy Kawasaki, Seth Godin, Perez Hilton, or Justine Ezarik? I guarantee you that if you know of any of these folks, the answer is never “nothing”. They all create emotions in you that make the sale.

Heck, how do I make you feel?

Look at your own products, services, and communications. Ask yourself what your audience is currently feeling. If the answer is nothing, you’re in a heap of trouble. (this, by the way, is what most of us feel when reading press releases) If you don’t have a core emotion as part of your marketing, advertising, and communications strategies, stop everything else and go think that through.

You’ll feel better for it.

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August 24, 2009
BlizzCon proves that awesome works

Food for thought:

BlizzCon, the annual conference held by Blizzard Software to discuss their products with their customers, is happening right now. Blizzard’s conference and convention attracts fans from all over the world to ask questions, try out beta software, and give feedback about their stuff.

If you’ve ever been at any company’s product launches and reviews, you’d expect this to be a small and rather boring affair. Quite the opposite. BlizzCon attracted 26,000 customers to its fourth annual event.

When was the last social media event that attracted 26,000 people in one setting?

Here’s another twist: every attendee paid $125 (plus travel and expenses) to be at BlizzCon. People who purchased the pay per view (yes, pay per view) stream paid$ 40 – and there were 50,000 of them. Blizzard, from what’s effectively a product review meeting, raised $5,250,000 from its customers.

When was the last – or any – social media event that brought in that kind of cash?

Here’s the real head exploder for you: not only did Blizzard get 26,000 fans to show up for a product review, not only did it get them to pay, not only did it get another 50,000 to pay for the video stream, but the tickets for BlizzCon, when they went on sale, sold out in 56 seconds.

56 seconds.

Probably faster than it’s taken you to get to this article and read it so far.

Has there ever been a social media event that’s done that? Or any event, besides headline rock star concerts?

How, you ask, does Blizzard do it? How do they put together an event that is the envy of anyone who’s ever planned any kind of meetup or event? How do they make tens of thousands of people pay to show up not even for a commercial, but a product review and beta test, and pull millions of dollars out of the air in less than a minute?

It comes down to the same essential qualities we’ve been talking about for so long: being awesome. Blizzard’s products are nothing short of awesome, and they always have been, ever since Diablo I and Warcraft: Humans and Orcs first rolled out over a decade ago. They consistently create and produce top notch products, products that are worth talking about, products that are unbelievably high quality compared to their competitors, and that reputation and attention to care for their customers has not only earned them customer loyalty, but earned them a mountain of cash as well.

If you’re in marketing, if you’re in advertising, if you’re in media, this is the high water mark, the bar, for all of us. This is the kind of devotion that we all seek to achieve, and the lesson from Blizzard is that there aren’t any shortcuts. There’s no magic bullet, no instant potion that confers awesomeness. If you can create a decade of excellence, of being best in class or nearly best in class for what you do, then you have the opportunity to create a legacy like Blizzard.

If you are not best in class with your products, services, and media, you will never achieve this level of success. Ever. For every Blizzard Entertainment, there are thousands of game publishers that come and go all the time. If you know that your company, your products, your services aren’t best in class and you’re not fighting to get them to that level of achievement, the best you’ll ever be able to do is muster up envy of what Blizzard has done.

First and foremost, focus on being awesome. I can’t beat this dead horse often enough. Besides, I play a Death Knight in World of Warcraft, so we’ll just raise the dead as an Acherus Deathcharger and beat it some more. Focus on being awesome, because Blizzard Entertainment and BlizzCon prove that awesome is one of the most fun places you can be.

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August 22, 2009
Marketing to stereotype or reality?

Here’s an interesting question. In marketing, especially mass, B2C marketing, we make a lot of assumptions based on “studies”. I’ll give you an example from the student loan world. When marketing student loans, a number of studies say that if you are going after the Hispanic market, you should use photographs and language that shows multiple generations of the family, as opposed to just parent/student or student by themselves. Some of this dates back to a 2005 study by Sallie Mae on decision factors for Hispanic students in borrowing for college which said that Hispanic students tend to make financial decisions in favor of borrowing with the advice and guidance of parents and grandparents.

The question is, is that accurate? Is using any kind of ethnosocial marketing effective, and if so, how do you determine which studies are reliable?

Do you risk giving offense to a targeted demographic if you’re marketing to a stereotype that came out of a study that might have been less than scientifically valid?

If you do any kind of demographic targeted marketing, I’d love to hear how you handle these kinds of things.

Full disclosure: I work for the Student Loan Network, a student loan company, and anything I say should be assumed to be biased towards my company because we’re awesome.

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August 3, 2009
5 tips for dominating local

Five basic tips for dominating local. If you’re a local business, local musician, local event planner, local anything, you need to try these methods.

1. Optimize your site or microsite for local. Buy a local domain name, like Boston Martial Arts. When people are searching for generics, they’ll Google for your locality and the generic term – and chances are generic terms are more likely to be available at the local level.

2. Register for local. Set up your Google Local Business Center. Get events into local calendars like Craigslist for your city.

3. Recruit local. Hit up local message boards, follow people locally on Twitter, find discussion groups and email lists that are local and introduce yourself to your community.

4. Be at local events. Attend things like PodCamp Boston (if you’re in Boston, obviously), or create your own PodCamp, BarCamp, TEDx, or other event for your area.

5. Go local offline. Got a business you’re promoting? Look at local delivery systems to enhance your business. One of my friends who is an avid local marketer promotes his business through an online and offline affiliate program, and gives affiliate coupons to other local businesses. His biggest success? A local florist shop includes his coupons in their deliveries. The florist gets affiliate fees if the customer signs up, he gets free marketing, and the customer gets his business if they want what he has to sell – and the sell is slightly easier because the arrival of flowers tend to brighten moods to begin with.

What are your local tips and tricks?

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July 27, 2009
What the Tacoma Narrows Bridge should tell you about your marketing

Resonance:

Mechanical resonance is the tendency of a mechanical system to absorb more energy when the frequency of its oscillations matches the system’s natural frequency of vibration (its resonance frequency or resonant frequency) than it does at other frequencies. It may cause violent swaying motions and even catastrophic failure in improperly constructed structures including bridges, buildings, and airplanes a phenomenon known as resonance disaster. – Wikipedia

Resonance, demonstrated at the Tacoma Narrows bridge in Washington State, 1940:

Resonance disaster can occur in more places than the physics of bridges. Resonance disaster – and success – can occur in media.

Take an example like United Breaks Guitars. This video would have flopped miserably if the airline industry’s service was superb. No one would have spread the message. But the video and campaign resonated with people, deeply. People who had bad experiences with airlines and luggage spread the video like wildfire, and the mainstream media (many of whom are frequent travelers themselves) boosted the video even more.

Media resonance is when a message matches the pre-existing message within the audience and as a result the power of the message’s absorption is amplified, in the same way that an opera singer’s voice can match the resonant frequency of a crystal glass and shatter it, or the wind-induced vibrations can collapse a bridge.

Resonance is at the very heart of what messages are sticky, what messages spread, what messages will go “viral”. A message that resonates with its audience will be amplified by the conditions within the audience and rapidly escalate beyond anything the message creator anticipated.

How do you determine resonance as a marketer? Lots and lots of research and human life experience. Research using tools like Google Trends, Google Insight for Search, Google Adwords Keyword Tool, and any other mood or sentiment indication tool to determine not only what’s on people’s minds, but how they say it. Deeply examine your own life experiences for things that piss you off, things that delight you, things that resonate with you, and extrapolate your own experiences to larger human characteristics. Look at messages on Twitter that are retweeted and become trending topics for what resonates about them. Watch the long-standing hit movies that retain their hit quality decades after release. Immerse yourself in what resonates with people and you’ll have a very good idea over time of what messages will resonate and what messages will not.

Here’s the devil of resonance: most of what you market, your products, your services, the things you have for sale, probably will not resonate with people. Sorry. At best, a majority of people will be somewhat interested in what you have. Your job is not to make them care, because you can’t, any more than you can force a bridge’s resonant frequency to change (you can’t unless you tear it down and rebuild it). The best you can do is figure out what latent resonance is already in people and rethink how you present your products and services to more closely match an existing resonance, or build a new product on top of existing ones that does match the resonance of your audience.

Good luck finding your resonance.

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July 21, 2009

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