Tuesday, March 16, 2010
Sunday, March 14, 2010
B2C Social Media: FohBoh Strategies That Work
Social media is part art, part science and evolving fast. Because Internet marketing and social media communication moves and changes, shifts, wiggles and merges, no one really knows exactly how social media are best used for all business cases. Subscribing to a best practice in social media is a little like creating a budget for a start-up; not enough empirical data is known to create one. Try this, try that and use what works.
FohBoh is creating its own social media best practices for the restaurant/foodservice industry based on its in-house experiences, domain expertise, and honestly, with a fair amount of trial and error. Social media = R+D.
FohBoh is a social media practitioner with a vertical perspective. We focus our energies and insights exclusively at the foodservice industry. So, while there may be some companies finding success in other industries, it doesn’t always translate to foodservice. Many of the homegrown best practices we have developed for our restaurant clients, we regularly collect good commentary from other social media practitioners. Many of the “laws”, “rules” and “practices” other communities and practitioners use are consistent with our own findings.
The following represent ten that I believe to be true. Note that they suggest integration, just like the social web is, so no silos!
1. CONTENT IS KING
Crowd-sourced or user generated content is amazingly powerful. It's the ultimate manifestation of social neyworking. But, unfortunately, not all of it is good content. Having a voice doesn’t mean it's always useful, or meaningful. It just means that the crowd is in charge and has a megaphone for their collective soap box. This is great and what makes the world a better place. We want crowd commentary and the more the better and, better leads to higher quality. Quality content wins every time, ask anyone in media. So, If you want people to come to your website and promote your brand, share only the content that is most interesting, compelling and click-worthy. If it’s just “stuff” and “fluff” don’t bother. It’s like getting lousy jokes from the same person all the time. After a while you just delete them before even reading them.
2. IT’S NOT all about you
I know it’s hard to resist. But, if you want more social media followers and an increasing number of brand ambassadors, our social media marketing team at FohBoh have found that by providing useful and interesting content and using a consistent messaging theme (see #1 above) is a best practice. We recommend using a ration between 60%/40% and 70%/30% for pull vs. push media messaging. In some cases all pull is best if you are a well-known brand or celebrity. But for most brands, you will need to find the pull-to-push ratio that best suites your social media objectives. You just earn more trust when you show people that you're not in social media just to promote your brand, products or your site all the time. Try posting to other links and point their content to other sites. Syndicating and sharing is the key here. Trust, honesty and not being terribly blatant in messaging is a key success factor and will inure you to the social web. The results we have found yield more followers and ultimately, more brand influencers.
I know it’s hard to resist. But, if you want more social media followers and an increasing number of brand ambassadors, our social media marketing team at FohBoh have found that by providing useful and interesting content and using a consistent messaging theme (see #1 above) is a best practice. We recommend using a ration between 60%/40% and 70%/30% for pull vs. push media messaging. In some cases all pull is best if you are a well-known brand or celebrity. But for most brands, you will need to find the pull-to-push ratio that best suites your social media objectives. You just earn more trust when you show people that you're not in social media just to promote your brand, products or your site all the time. Try posting to other links and point their content to other sites. Syndicating and sharing is the key here. Trust, honesty and not being terribly blatant in messaging is a key success factor and will inure you to the social web. The results we have found yield more followers and ultimately, more brand influencers.
3. FIND, CATEGORIZE, COVET AND Reward your brand INFLUENCERS
A key social media objective is measurement and understanding what that means for you and your brand. Objectives change from time to time, so your toolkit should be modified from time to time as well. Build trust, know what Return on Influencers (ROI) and Return on Engagement (ROE) mean, relative to your objectives. Strengthening these relationships and building loyalty will ultimately price economic value, if that's your objective. Loyal customers and brand ambassadors are your best evangelists. Because of this. treat your best customers and key influencers with kindness, recognition and respect, and they'll return it to you ten-fold. Reward them with recognition and in some cases gifts and empower them to syndicate a positive message.
A key social media objective is measurement and understanding what that means for you and your brand. Objectives change from time to time, so your toolkit should be modified from time to time as well. Build trust, know what Return on Influencers (ROI) and Return on Engagement (ROE) mean, relative to your objectives. Strengthening these relationships and building loyalty will ultimately price economic value, if that's your objective. Loyal customers and brand ambassadors are your best evangelists. Because of this. treat your best customers and key influencers with kindness, recognition and respect, and they'll return it to you ten-fold. Reward them with recognition and in some cases gifts and empower them to syndicate a positive message.
4. IT’S NOT THE TECHNOLOGY – it’s the MESSAGE
We hear this all the time and I personally struggle with this concept. But then again, I am not a technologist so what do I know! What I do know is that underlying all this chatter, the metrics and messaging is the technology as platform and delivery mechanism. However, I think the point here is that it's humans (people-to-people) that makes social media work. Having conversations; a dialog that engages and promotes the social agenda on the social web, is what makes social media work. Use the tools but how and in what form you deliver the message is a key.
5. Social Media Metrics
FohBuzz™ is what we recommend you use. Why wouldn’t we? Social media measurement must be adopted and adapted to every social media campaign, or what's the point. You cannot protect your company’s reputation if you don’t know what’s being said about it on social media websites. It’s just too risky to turn down the volume particularly when listening devices are available to alert you to the good, the bad and the ugly! While there is no one way to measure, you must start somewhere. The reality is that once you start listening, you will want more data and want to dig deeper to identify and find your brand influencers, as well as your brand nemesis’. Then, if you’re smart, you’ll want your competitors information too. But, measurement can be tricky. For measurement to be effective it has to align with your social media objectives. And, what are objectives without a social media strategy. Sentiment tools are not perfect but they are getting better, so common sense prevails here like everywhere.
For the record, it’s not all about fans, followers and subscribers. It’s about reach, engagement and building long-term relationships. It’s about connecting, and inspiring action while building relationships. It’s about building your brands “street team” and empowering them to be your brand message ambassadors. Get your share of the conversation before your competitors tap the network for their strategic benefit. There is no time like the present to discover, in real-time, what your customers are saying about you or your restaurant. Visit FohBuzz for more information on this. It's very cool and created for independent restaurants, restaurant groups and small chains.
6. COURSE CORRECT
Ever been sailing? Ever been on a sailboat when another yacht steals your wind? Dead calm, it is and an early business lesson for me. Get in front and stay in front so a competitor doesn’t steal your wind. The best way to do this is to be smart and strategic while clearly and consistently executing on your social media objectives. Measure, course correct and repeat.
Objectives change and will challenge you because you are no longer in control of your brand; the consumer is; we are. This is possibly the most difficult concept to overcome for many professional marketers. CONTROL IS AN ILLUSION. All we can do is try to influence, which is why social media is so valuable and developing a social media skill so important.
7. THE SOCIAL media LANDSCAPE
Thousands of tools and technologies dot the social media landscape. “New arriving daily”, should be the sign on the infamous "information superhighway". This landscape is made up of four to five categories: sharing, expressing, networking, reviewing even gaming tools. Most of these web 2.0 tools and technologies free. Many are easy to use, and others, more complicated. But, one thing in common is they nearly all have funny sounding names. So, shrink your “universe” down to a solar system, or a social media tool box that works best for your restaurant.
We do this at FohBoh every day and focus only on those social media tools that have application best suited to the foodservice industry. While many can be purposed for almost any industry, some just tend to work better than others for restaurants. We recommend building your own toolbox to meet your social media objectives and keep a look out for new tools, based on what your strategy and core social media objective look like. FohBoh offers FohMedia social media marketing and strategic planning services to help restaurant operators navigate this.
We do this at FohBoh every day and focus only on those social media tools that have application best suited to the foodservice industry. While many can be purposed for almost any industry, some just tend to work better than others for restaurants. We recommend building your own toolbox to meet your social media objectives and keep a look out for new tools, based on what your strategy and core social media objective look like. FohBoh offers FohMedia social media marketing and strategic planning services to help restaurant operators navigate this.
8. SOCIAL media STRATEGY
We suggest that you being with listening. Listening is perhaps the most important thing we do at FohBoh. But then, one would need to know what to listen for. In the restaurant space, we start with behavior: listen to your employees (peer influencers), your customers (social influencers) and your market (key influencers). What are they saying about your brand in your market? Social science is a big part of social media - we are dealing the people here after all. It just makes sense to respect behavior before going off and launching a facebook fan page and Tweeting to anyone that will listen. Strategy is necessary and the first step in developing a winning social media strategy is first, understanding the behavior of your brand, market and customer. Then, use this to create a strategy using FohMedia methodology. I have a blog about this.
We suggest that you being with listening. Listening is perhaps the most important thing we do at FohBoh. But then, one would need to know what to listen for. In the restaurant space, we start with behavior: listen to your employees (peer influencers), your customers (social influencers) and your market (key influencers). What are they saying about your brand in your market? Social science is a big part of social media - we are dealing the people here after all. It just makes sense to respect behavior before going off and launching a facebook fan page and Tweeting to anyone that will listen. Strategy is necessary and the first step in developing a winning social media strategy is first, understanding the behavior of your brand, market and customer. Then, use this to create a strategy using FohMedia methodology. I have a blog about this.
9. EXECUTION AND ENGAGe
It's okay to engage and have a social dialog with people you don’t know. Make friends, connect, communicate, collaborate, share, learn, teach and have a voice. Don't be afraid to put yourself out there and please, have a thick skin. SOmetimes it can be a bit rough.
Social networking is a big part of social media. With nearly 90% of those online now using some form of social networking site, this is where you need to be. Wasn’t it Willy Sutton that famously said, “It’s where the money is” when asked why he robbed banks? Develop a strategy that works for your restaurant and that meets your objectives. Be like Willy - go where your customers are. Then, execute your tactics consistently and constantly. Embrace the Social Shock™.
It's okay to engage and have a social dialog with people you don’t know. Make friends, connect, communicate, collaborate, share, learn, teach and have a voice. Don't be afraid to put yourself out there and please, have a thick skin. SOmetimes it can be a bit rough.
Social networking is a big part of social media. With nearly 90% of those online now using some form of social networking site, this is where you need to be. Wasn’t it Willy Sutton that famously said, “It’s where the money is” when asked why he robbed banks? Develop a strategy that works for your restaurant and that meets your objectives. Be like Willy - go where your customers are. Then, execute your tactics consistently and constantly. Embrace the Social Shock™.
10. be smarter
To own a smart restaurant you first must become a smart restaurant operator. New rules apply now. New business models are being created and adopted. New ways to engage and retain customers are being incorporated and new opportunities to optimize your partnerships and retain and engage your workforce are being presented. Social CRM didn’t exit until recently and Software as a Service (SaaS) will teach operators how to compete better and smarter in 2010. Being smart and operating your business smarter using technology is simply the reality of running a business in the 21st century. Operators must be smart and leverage their time better. Technology is your friend, it’s getting affordable and easier to use.
Wednesday, February 17, 2010
It's Pull love not Push Love
I receive messages from a a wide array of media. There is this one restaurant that thinks using a countdown to happy hour will be effective. "five hours 'till happy hour, four hours 'till happy hour, three hours 'till happy hour, two hours 'till happy hour, one hour 'till happy hour"..then amazingly - "30 minutes 'till happy hour" and then, the finale, "IT"S HAPPY HOUR AND YOU ARE MISSING IT!!!!!!!"
How can anyone think that this will be effective.
Social media are here to help you engage, discover and find influencers and build relationships. Using social media to broadcast promotions, specials and happy hour countdowns will not inure your brand to your affinity group.
Now, it is OK to create a social media campaign that includes broadcast, provided it is mixed with thought leadership, inspired notes, fun, games, contests, interactive dialog and conversation. Did I say conversation? Just pushing messages will do more harm than good, so it's a wasted effort.
Friday, February 5, 2010
Tuesday, January 26, 2010
Finding Influencers and Getting Your Social Media Game On
This can be a very long discussion, so I promise to keep it short. This post is short because I want this message to be concise, almost a mantra:
The goal of all this discussion, energy and activity regarding social media is to do one thing and one thing well - find your key influencers by listening intently and empower them to be your brand ambassadors.
"Find your key influencers by listening intently and empower them to be your brand ambassadors".
If you focus on achieving this one goal and measure its effectiveness over time, you will win the battle for customer loyalty and engagement.
The goal of all this discussion, energy and activity regarding social media is to do one thing and one thing well - find your key influencers by listening intently and empower them to be your brand ambassadors.
"Find your key influencers by listening intently and empower them to be your brand ambassadors".
If you focus on achieving this one goal and measure its effectiveness over time, you will win the battle for customer loyalty and engagement.
Monday, January 25, 2010
What Social Followers Want
I found this on emarketer and thought is was worth reposting
What Social Followers Want
JANUARY 22, 2010
Deals aren’t the only thing
Brand marketers want consumers to follow them to build buzz and engagement, but social media users often desire something in return. What they’ve come to expect is a good deal, but many consumers—including the most active users of social sites—are also interested in deeper engagement.
A December 2009 MarketingSherpa survey indicated that learning about specials and sales was the top motivation of those who friended or followed a brand online, supporting the results of earlier surveys. But looking for savings was followed closely by learning about new products, features or services.
Reasons for Friending or Following Companies Through Social Media According to US Consumers, December 2009 (% of respondents)
Users described as “max connectors”—those with at least 500 social connections—were less interested than average in getting deals. Instead, they cared about new products and company culture, demonstrating the deeper engagement expected by social media power users.
An earlier study, by Razorfish, also found that exclusive deals and offers were the primary motivation of US Internet users following brands on Twitter.
Primary Reason US Internet Users Follow a Brand on Twitter, August 2009 (% of respondents)
Respondents who friended a brand on Facebook or MySpace responded similarly, though they were more likely to become a fan because they were a current customer (32.9%) than were users of Twitter.
Sharing interesting content that users care about, along with the deals and discounts they have come to expect, will both keep them engaged and spur them to pass along marketing messages.
Keep up on the latest digital trends. Learn more about an eMarketer Total Access subscription today.
What Social Followers Want
JANUARY 22, 2010
Deals aren’t the only thing
Brand marketers want consumers to follow them to build buzz and engagement, but social media users often desire something in return. What they’ve come to expect is a good deal, but many consumers—including the most active users of social sites—are also interested in deeper engagement.
A December 2009 MarketingSherpa survey indicated that learning about specials and sales was the top motivation of those who friended or followed a brand online, supporting the results of earlier surveys. But looking for savings was followed closely by learning about new products, features or services.
Reasons for Friending or Following Companies Through Social Media According to US Consumers, December 2009 (% of respondents)
Users described as “max connectors”—those with at least 500 social connections—were less interested than average in getting deals. Instead, they cared about new products and company culture, demonstrating the deeper engagement expected by social media power users.
An earlier study, by Razorfish, also found that exclusive deals and offers were the primary motivation of US Internet users following brands on Twitter.
Primary Reason US Internet Users Follow a Brand on Twitter, August 2009 (% of respondents)
Respondents who friended a brand on Facebook or MySpace responded similarly, though they were more likely to become a fan because they were a current customer (32.9%) than were users of Twitter.
Sharing interesting content that users care about, along with the deals and discounts they have come to expect, will both keep them engaged and spur them to pass along marketing messages.
Keep up on the latest digital trends. Learn more about an eMarketer Total Access subscription today.
Monday, January 18, 2010
Corporate Social Networking
You bet, interactive communities are penetrating the corporate office and replacing (at least being included) in company intranets. No longer are the just big technology companies adapting and adopting this new communication tool. Restaurant chains are to. Even independent restaurants are starting to see the value of creating and managing a private group for internal communications and dialog. There are many ways to create a new, more engaged workforce reaping all the attendant benefits.
First, understanding how social media technologies work including legal considerations, IT support, policy and guidelines. It's best to realize that in most cases, company communication policies and common sense would apply. But don't smother, enable. The hardest thing for marketing folks and lawyers to do is let go. Social web mandates that we trust. It's a learning process, so community management is a key success factor.
Second, IT generally hates anything that passes through a firewall. So, allow access outside the firewall. IT, lighten up a bit.
Third, be patient and try not to grow your community too fast. It will take time because you really want the employee to discover the value and share. Word-of-mouth works internally too. The champions will surface
Fourth, make sure the your regional managers and general managers are on board and know how to use the community at the unit level. More, mush more on that as we go along here.
First, understanding how social media technologies work including legal considerations, IT support, policy and guidelines. It's best to realize that in most cases, company communication policies and common sense would apply. But don't smother, enable. The hardest thing for marketing folks and lawyers to do is let go. Social web mandates that we trust. It's a learning process, so community management is a key success factor.
Second, IT generally hates anything that passes through a firewall. So, allow access outside the firewall. IT, lighten up a bit.
Third, be patient and try not to grow your community too fast. It will take time because you really want the employee to discover the value and share. Word-of-mouth works internally too. The champions will surface
Fourth, make sure the your regional managers and general managers are on board and know how to use the community at the unit level. More, mush more on that as we go along here.
Sunday, January 10, 2010
Corporate Social Media Policy
More and more enterprise-grade social networks are coming online. With this, should come rules and guidance.
Here are ten common sense rules for developing your corporate social network social media policy:
1. Be Certified in the Social Media Certification Program.
2. Follow our Code of Business Conduct and all other Company policies.
3. Be mindful that you are representing the Company.
4. Fully disclose your affiliation with the Company.
5. Keep records.
6. When in doubt, do not post.
7. Give credit where credit is due and don’t violate others’ rights.
8. Be responsible to your work.
9. Remember that your local posts can have global significance.
10. Know that the Internet is permanent.
Here are ten common sense rules for developing your corporate social network social media policy:
1. Be Certified in the Social Media Certification Program.
2. Follow our Code of Business Conduct and all other Company policies.
3. Be mindful that you are representing the Company.
4. Fully disclose your affiliation with the Company.
5. Keep records.
6. When in doubt, do not post.
7. Give credit where credit is due and don’t violate others’ rights.
8. Be responsible to your work.
9. Remember that your local posts can have global significance.
10. Know that the Internet is permanent.
Yelping about Yelp!
Oh my, Yelp still doesn't get it!
I am a fan of reviews. Reviews keep us honest, alert and wanting to improve. But, I am also a fan of fairness and honesty. If Yelp would adjust their algorithm to focus on identifying "fake" reviews and post reviews chronologically, I would be much happier and these type of reports and blogs would disappear.
This is a link to a video to yet another story on how Yelp seemingly extorts money from reviewed merchants. Yelp sucks as long as they continue providing such an unfair service. In my opinion, as soon as a new review site comes along that offers the same amount of information, with reviews posted chronologically, Yelp will become less relevant. And, that's fine with me. Yelp never addresses their algorithm relating to date stamping. Why is that?
Even consumers are starting to look for alternatives. It's a good directory (so is Google), but it isn't a fair review site. The average review is what, 3.5 stars? Seems like a low-end attempt to create a crowd-sourced content site. Moreover, they are not creative. They haven't figured out how to monetize Yelp beyond advertising. Or have they?
See video at YouTube here.
Watch video here
I am a fan of reviews. Reviews keep us honest, alert and wanting to improve. But, I am also a fan of fairness and honesty. If Yelp would adjust their algorithm to focus on identifying "fake" reviews and post reviews chronologically, I would be much happier and these type of reports and blogs would disappear.
This is a link to a video to yet another story on how Yelp seemingly extorts money from reviewed merchants. Yelp sucks as long as they continue providing such an unfair service. In my opinion, as soon as a new review site comes along that offers the same amount of information, with reviews posted chronologically, Yelp will become less relevant. And, that's fine with me. Yelp never addresses their algorithm relating to date stamping. Why is that?
Even consumers are starting to look for alternatives. It's a good directory (so is Google), but it isn't a fair review site. The average review is what, 3.5 stars? Seems like a low-end attempt to create a crowd-sourced content site. Moreover, they are not creative. They haven't figured out how to monetize Yelp beyond advertising. Or have they?
See video at YouTube here.
Watch video here
Friday, January 1, 2010
The B2B Social Web - More Than a Marketing Tool
Yes, it is! I know, the media is all in a frenzy about social media, all your friends are on facebook and Twitter is starting to bug you. Me too, sometimes. But, I find all these web 2.0 tools useful, but I use them for different purposes. Social media is like Chinese food. Somehow, when you make it at home, it always tends to taste the same. At least for me. That's because whatever I choose to make, I tend to use the same spices - because that's all I have in my cupboard. So, of course, my dishes tend to take on a similar flavor profile.
So, cooking with all the same spices is like using the same web 2.0 tools for all your social-business needs. The results will be similar. Choose the right tools for your social media strategy and measure its impact. Them swap them out until the objectives are met.
The future, as I see it for the social web, is B2B utility. Utility is needed when there is a problem to solve. In the foodservice industry, particularly at the unit-level, business solutions fall into four primary buckets: Business CRM, Social CRM, Workforce Collaboration and Business Productivity. By using readily available SaaS solutions developed specifically for the restaurant industry, an operator can leverage Web 2.0 and social media creating a powerful management system that promotes efficiencies. Cloud computing is finally here for foodservice. From purchasing and supply chain transparency through managing customer loyalty programs and mobile marketing initiatives, social media is in the middle of it all. How? By engaging all stakeholders via the social web and delivering information bi-directionally. Collaboration between all stakeholders is a must today.
FohBoh 2.0 is the first step in delivering integrated technology and social business solutions to the foodservice industry. While B2C is cool, and driving new customers to your restaurant door is compelling, you still need B2B social tools to engage and communicate interactively with them to measure success. Social networking is a part of your communication strategy, but should also be incorporated into your B2B strategy as well.
You also need to control commodity costs and real-time interactive conversations relationships with your vendors and access to manufacturers. It's a new game with new business models, new tools and technologies that are cheap and easy to bolt on. However, technologies need to be unified before true utility is obtained. Look for SaaS solutions for foodservice that offer fully integrated and unified connectivity under a single log-in beginning this year. This will finally make restaurants smarter and offer something truly valuable to business. B2B Social media is as powerful as B2C social media. Successful restaurant operators will need to be fluent with both.
So, cooking with all the same spices is like using the same web 2.0 tools for all your social-business needs. The results will be similar. Choose the right tools for your social media strategy and measure its impact. Them swap them out until the objectives are met.
The future, as I see it for the social web, is B2B utility. Utility is needed when there is a problem to solve. In the foodservice industry, particularly at the unit-level, business solutions fall into four primary buckets: Business CRM, Social CRM, Workforce Collaboration and Business Productivity. By using readily available SaaS solutions developed specifically for the restaurant industry, an operator can leverage Web 2.0 and social media creating a powerful management system that promotes efficiencies. Cloud computing is finally here for foodservice. From purchasing and supply chain transparency through managing customer loyalty programs and mobile marketing initiatives, social media is in the middle of it all. How? By engaging all stakeholders via the social web and delivering information bi-directionally. Collaboration between all stakeholders is a must today.
FohBoh 2.0 is the first step in delivering integrated technology and social business solutions to the foodservice industry. While B2C is cool, and driving new customers to your restaurant door is compelling, you still need B2B social tools to engage and communicate interactively with them to measure success. Social networking is a part of your communication strategy, but should also be incorporated into your B2B strategy as well.
You also need to control commodity costs and real-time interactive conversations relationships with your vendors and access to manufacturers. It's a new game with new business models, new tools and technologies that are cheap and easy to bolt on. However, technologies need to be unified before true utility is obtained. Look for SaaS solutions for foodservice that offer fully integrated and unified connectivity under a single log-in beginning this year. This will finally make restaurants smarter and offer something truly valuable to business. B2B Social media is as powerful as B2C social media. Successful restaurant operators will need to be fluent with both.
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