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Advertising is Dead – Long Live Advertising

Brand leadership through social media

Not so long ago, the relationship that brands had with their
customers was a one-way street. The brand was the boss. They
told their customers what to like and how to like it. The only
say the customer had was the decision to buy. This is no longer
the case. Customers are very publicly talking back and it is
making the management teams of some brands very nervous.
Web-based social networking platforms give customers power never
seen before. Now one voice can be heard by thousands of people.
Brands need to learn to deal with this evolution, so here is a
primer.

First, some background on how the internet has altered consumer
behaviour. The internet, and particularly the rise of social
media, has allowed people with similar interests to connect.
This becomes obvious when one trawls through Twitter, where the
common social network model of simply connecting with people you
know tends to give way to people connecting in groups according
to interest. Indeed, people interested in any topic imaginable
from all areas of the world are connecting. It’s like
subject-based forums on steroids. People are forming tribes.

Humans have always formed tribes. Religion, family, sports and
fashion are all examples of tribal behaviour. The difference now
is that any interest group can form a tribe almost instantly.
Social media has allowed any fringe idea to become the basis of
a tribe and a movement. People want desperately to be connected,
but, even more importantly, they want to be led. We are in a
time of massive change, which is driven by everybody’s desire
to do things in a new way and to be heard.

Barack Obama’s recent landslide victory is a good example of
this. He promised change, he communicated differently and led
with integrity. He connected to his audience through social
media. He started a movement, formed a tribe and then he and his
followers charged to victory. What the world discovered is that
you can now make an ad campaign as slick as you want, but if the
product is poor then it simply doesn’t matter.

So “advertising is dead” in the sense the old methods don’t
work the same way they used to. Obama’s opponents didn’t fully
understand the impact that social networking has had on society.
They continued to use the old and trusted methods of marketing.
These apparently transparent methods are diminishing in
influence as social networking begins to infiltrate every media
touch-point. In two recent articles I wrote for Anthill I talked
about how this is already happening to television and how the
newspaper industry needs to change to avoid becoming
irrelevant.

Social media is much more than a passing phase. Human
civilisation is built around social interaction. It’s what the
people want and this new media is only going to get bigger. It
will eventually become part of everything. Individual social
media companies might fade away (MySpace seems to be in that
category) as better designed products come onto the market, but
the world has spoken and it wants to be connected. Brands that
don’t adapt to this reality will be left behind. They will
become the guy at the party that nobody wants to sit next to
because he just keeps talking about himself.

Tribal Behaviour

Blogs have become socially and commercially influential. From
what started out as individuals chatting on about their lives,
blogs have become business tools and money making ventures. They
influence groups, buying patterns and fashion. They are modern
tribal leaders.

Not so long ago commentators speculated that blogging was simply
a passing fad. What these commentators didn’t realise was that
it was yet to achieve maturation and once it had it would signal
big trouble for the large media organisations. Now anyone with a
camera or a desire to write is ‘the press’. This pattern is
being repeated for micro-blogging, a category in which Twitter
is the current market leader. Some commentators question the
relevance of utilising Twitter to listen to people “drone on
about their lives”. But Twitter, and other micro-blogs, are in
the early stages of their development. They too will mature,
most probably much quicker than the original blogs, and enable
much bigger tribes to develop around even more specific subject
matter.

The tribal leaders of these new social media can be reached and
persuaded to support you, no matter what platform they decide to
use. Unlike the old ‘one way’ approach however, they need to
be interacted with on their own terms. Provided they have a
group of true fans, they can influence hundreds of thousands of
people – in a matter of hours. This is what gives them such
power.

And this is what marketers in the current environment have to
understand. The ‘mass-market’ model is on the decline. What is
needed now is a pattern of marketing to the ‘early adopters’ -
the ones at the front of the bell curve who have a true interest
in what you have to offer – and form a base of evangelists that
will market for you. You no longer have to aim to connect with
everyone. This really leaves the field wide open for the smaller
brands to break through – the ones willing to challenge.

The Age of the Challenger

In marketing speak, a ‘challenger brand’ is code for ‘the
small brand’. A challenger brand is one that is meant to be
fast, flexible and innovative in its communications. But in my
view the word ‘challenger’ should instead be short-hand for
‘emerging leader’.

Emerging leaders challenge the status quo, they challenge
themselves and they connect with others who have similar ideas -
those people who need a leader to show what to do and inspire
them. The market leader wants the status quo to remain just
that. They want to speak and be heard in a mass market. No
discussion thanks. The challenger realises that, in order to
create a movement there needs to be systems in place for
everybody in that tribe to be heard, and they commit to leading
that tribe with everything they’ve got.

Traditional advertising is not about interaction with the
individual. It is predominately a one-way conversation to a mass
audience. But nobody likes to be forced into making decisions.
This is why the traditional advertising model is beginning to
fail. It relies on mass media, and this media is itself being
transformed by social networks.

What can Social Networking do for Your Brand?

All of this may sound a bit scary for brand managers. It’s true
that it does take time and effort to build a community. And to
be truly effective, you have to obey some rules. Even so, it is
not a hard thing to do. It takes far more time and resources to
build that fan base with traditional advertising. Be honest, be
helpful and contribute to the community and you’ll get
supporters fast.

Social networking is far more than having a Facebook profile. It
is any platform that gives the end user an ability to
contribute. Many companies have realised that developing an
internal social media platform can aid in communication but have
yet to work out how it can help shape their brand personality.

A good social media strategy accepts that you can’t do
everything at once. A company can employ a social platform to
perform customer service, to connect directly with customers
(thereby humanising the brand), to obtain demographic
information on individuals to improve the effectiveness of
direct marketing or to harness a mass of surplus cognitive
resources to generate new ideas.

You can’t do everything with social media, but as long as you
are focused you will be able to do much more than you may
expect.

Where to Start

In the coming months, many companies will try to market through
social networks and many will fail. There are, of course, ways
of dramatically upping the chances of success, not least of
which is making sure you hire a company that knows the space
well. Making sure you know the fundamentals will help move
things along quickly.

The first thing any company moving into social networking should
decide is the overall goal. Knowing what you want to achieve and
why you are doing it may seem obvious but is something that is
easily overlooked if you rush into a project too quickly.

As with any good marketing activity, you need to know how your
customers think and behave. Unlike traditional advertising,
marketing online is very data-rich. It is possible to know
exactly what your customers are looking at, how long they spend
doing it and who they then talk to about the experience. Make
sure you know as much of this information as is possible before
you develop a strategy any further.

From there, deciding what channels you wish to utilise becomes a
very important choice. You should know where your target market
is by this stage, so deciding if Facebook, Twitter, Bebo or any
other platform is right should be easy. Deciding to create your
own platform is a bigger step but can be very rewarding if it is
done correctly. Again, make sure you are getting good advice and
a solid strategy and don’t just assume that if you make
something it will get used.

Measurement is important in all areas of business and social
networking is no exception. Developing good metric methods
should be an early priority. Remember that it is possible to
measure everything but not all information has value. Knowing
what you are looking at is vital. If you are hiring a marketing
firm to build you a social networking campaign, it makes sense
to have part of the payment tied to the performance of that
campaign. If you are building a network to get staff talking to
each other and your customers, the quality of the content will
go down if you assign KPIs to ‘platforms usage’ only.

Most importantly, make sure everyone involved knows what your
‘voice’ is. It is wise to develop a policy around social
networking usage, but if that policy is too tight you will lose
support. This is about people. Learn that it is OK to give up
control of your marketing message and become part of the
conversation. Be honest, be objective and be involved. And do
not leave your community. You have made a promise to these
people to listen to them. If you stop participating, they will
abandon you in an instant.

Start Lending

There is no better time to start developing social media
strategies. All market segments are spending a lot more time on
social networks (the time spent on Facebook grew by over 500
percent in the year Dec ’07 to Dec ’08) and in this time of
economic downturn it may be wise to attract new customers from
further afield. In the not-too-distant future, every company
will have a social networking policy, so getting in early will
give you an edge.

Marketing in social networks is not rocket science. It may
involve technology but, at its core, it is what human
civilisation is built upon. If you can hold a conversation you
can market in social media.

So get good advice and get moving. The world is changing and the
challengers are going to come out on top. They will create
movements and lead tribes. They will interact and not be afraid
of change. They will know how to listen and realise the greatest
power they have is to empower their customers.

If you understand that these networks have all been built
because it’s what your customers want, then the challenger, the
leader, can be you.