Three Lessons About Marketing (Not Just Social Media) From Old Spice's Successful Social Media Program

Unless you're living under a rock, you know about  P&G’s success this week in turning its popular Old Spice Guy commercial into a true social media success story. There's a lot to be learned from this program about social media, but I think it says more about marketing than about social media. Leave it to a 71-year-old brand to show us how to do 21st century marketing!

Lesson One: Paid And Earned Integration:  As my friend and Forrester peer Sean Corcoran says, "no media stands alone."  Old Spice’s social media success started with what some think of being an old and tired medium -- television.  But TV isn’t going anywhere and paid media is no less relevant in the social media era than it was in the mass media era. As the Old Spice program shows, the key to making paid media work -- really work -- is to focus on how to make it more social.  

Lesson Two: Adaptive Marketing:  Today’s best marketing is adaptive marketing.  To quote another friend and former Forrester peer, Lisa Bradner, “Today's brand marketing organizations are ill equipped to handle the world of ‘always on’ marketing in the digital age. To remain relevant, marketing leaders will embrace Adaptive Brand Marketing.”  The Old Spice social program wasn’t an idea that was part of a one-year campaign planning process but instead was envisioned and executed in rapid fashion to respond to the success of the Old Spice character and commercials. 

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Microsoft Outlook Social Connector: Making Daily Activities Richer And More Social

Microsoft has announced the release of Microsoft Outlook Social Connector, which will bring friends’ data from Facebook, LinkedIn and MySpace into users' Outlook 2003, 2007 and 2010.  Before anyone says "Buzz" and discounts the value of this offering from Microsoft, I think we need to consider this not from the angle of yet another social platform or social aggregation tool but as a means of making our daily activities richer and more social. 

The Microsoft Outlook Social Connector won't change the social networking world, but it isn't designed to do so.  The Outlook Social Connector won’t replace any social networking behavior that we already have;  you'll still check Facebook.com, use Facebook's mobile site and apps and make status updates via Tweetdeck and Hootsuite.  Instead of competing with existing tools, Microsoft’s new plug-in is another step toward a more social experience where social data is organically integrated into our daily habits and activities.

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How Mature Are Your Mobile Marketing Efforts?

Nate Elliott

We're gearing up to write a lot of research about mobile marketing (and mobile content and mobile commerce) in the next few months -- and we'd love your help in benchmarking the state of the industry. No matter how much or how little mobile your organization has used, we'd very much like you to spend a few minutes answering our mobile maturity survey. It'll only take you 10 or 15 minutes at the most, the results will be kept 100% anonymous, and in return for your time, we'll send you a free summary of the survey results. Please spend a few minutes helping us collect the best possible data on this topic!

UPDATE: My apologies, but since the survey doesn't seem to be working properly at the moment, I've taken down the link. Hopefully we'll get it back up and working again soon.

What Is The Value Of A Facebook Fan? Part 2

The other day I authored a blog post many found interesting, infuriating or both:  What Is The Value Of A Facebook Fan? Zero!  I appreciate the great dialogue from the folks who offered feedback in blog comments and on Twitter.  Because this is such a hot topic and because the feedback was so thoughtful, this seemed worth further exploration.

In that blog post, I suggested that marketers approach the question of how much a Facebook fan is worth as if the answer is zero.  I said, “It is what companies do with fans that creates value, not merely that a brand has fans.”  I went on to suggest that marketers should recognize a difference between potential value and real value.  Like a coil that is compressed to store energy (an apt metaphor from my Twitter friend, Blair Goldberg), Facebook fans have little actual value until they are activated by the brand, just like releasing a compressed coil. 

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Profiling Your Best Mobile Customers

Thomas Husson

Nine months ago, I wondered if there was a life beyond the iPhone and beyond mobile applications. Recent data gathered by Forrester makes me think that such a life exists!

Bear with me one second. I am not denying the fact that iPhone owners are the heaviest users of mobile services. I am just saying that there are plenty of opportunities in the mobile space on other smartphone platforms and with selected audiences. Mobile is not just about applications or mobile Web sites. Even good old SMS can be powerful depending on the objectives you have set and the audiences you want to interact with.

What’s certain is that iPhone owners can only be a subset of your customer base. Only 2% of European mobile users report having an iPhone as their main mobile phone. Does that mean that there are no opportunities to target more mainstream audiences? Not at all.

A much larger near- and medium-term opportunity exists within other groups — particularly among young consumers, business users, and consumers with flat-rate data plans — as well as, increasingly, with new, competing smartphone platforms. In fact, if you’re not targeting them, you’re neglecting the majority of your customer base — including many consumers who are mobile-savvy but don’t have an iPhone.

Let’s make this even clearer. 96% of European 16- to 24-year-olds do not own an iPhone. Should you avoid engaging with youth via mobile because of that? I don’t think so.

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What Is The Value Of A Facebook Fan? Zero!

It is a question I hear several times a week:  What is the value of a Facebook Fan?  I’ve seen answers ranging from $136.38 to $3.60.  I can’t blame vendors, agencies and consultants for trying to answer the question -- the hunger from clients is so great that anyone promising a simple answer is likely to get attention.  The problem is that there is no simple answer to such a complex question. In fact, it may be best if marketers approached this question as if the answer is zero -- unless and until the brand does something to create value with Facebook Fans. 

There are numerous reasons the question of Facebook fan valuation is problematic: 

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The New Frontier By Orange -- Conquests 2015

Thomas Husson

Orange announced today its new industrial project, "conquests 2015." After NExT from Didier Lombard, the recently appointed CEO is now communicating Orange's five-year action plan.

One of the main objectives of the plan is the "conquest of employee pride" and the recruitment of 10,000 additional employees (including the 3,500 already announced for 2010) between 2010 and 2012. Following the unprecedented social crisis that took place in France, the company had no other choice than to offer a new management vision and to make sure employees can participate in the future of the company, involving them in such a way that they feel part of a long-term project.

Beyond this initial objective, a couple of other interesting conquests have been announced:

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A Guide To Community Management

Melissa Parrish

Just a few short months ago, I was an implementer of community and social media products and programs.  The success I had in those roles, and the knowledge I carry with me now, is thanks in part to the Forrester research reports that helped guide me along the way — so I’m especially excited to now be the author of one of those documents.

My first Forrester report is called the Community Management Checklist (Forrester clients can click the link to read it.)  It’s an overview of the process marketers need to follow and the important-but-sometimes-overlooked concepts and ideas to keep in mind as they work towards launching or engaging with their community.  

Through my research, I identified four phases of the process that can be handily summarized by the acronym PALM:

Planning: Laying the groundwork, setting objectives, exploring existing conversations, making necessary early decisions.

Alignment: Building internal consensus and processes.

Launch: Attracting and retaining members.

Maintenance: Cultivating relationships with your members and turning them into loyalists.

In the document, I’ve covered many issues that marketers have told me they’ve struggled with, so I hope you’ll find that it gives you actionable advice to help you during your own planning process. If it sparks other thoughts or questions, let me know in the comments here or on Twitter — a quick comment from you might turn into an important research topic for me.  

A Fifth PC Form Factor: Computing Wallpaper?

Sarah Rotman Epps

I spoke last week at The Big Money’s Untethered 2010 conference in NYC. I couldn’t stay for the whole event, but I really enjoyed seeing Phil McKinney, CTO of the Personal Systems Group at HP, interviewed by James Ledbetter. He wowed the audience with a little show-and-tell: a flexible screen display printed on a mylar scroll that’s bi-stable (meaning that, like an E Ink screen, it can use very little power to display text) but can also display video at 60 hertz.

Phil McKinney shows mylar flexible display

[Photo courtesy of ZDNet UK (not from Untethered, but it’s the same demo)]

According to McKinney, we’re about 24 to 36 months away from seeing this display make it into products on the market. Imagine walls papered with the stuff, furniture covered with it. Your “device” would be your portable connectivity, which would trigger your data to appear on one of these screens in your home, office, or public space as you approach. I’m envisioning something that looks like the world in “Splinter Cell,” which my gamer husband has been playing on our Xbox 360:

Splinter Cell projected display

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Help Us Benchmark "Mobile Maturity" — Take Part In Our Survey And Get A Free Executive Summary

Thomas Husson

Like my colleagues who serve Interactive Marketing professionals and are working on a study to benchmark social media maturity in organizations, we’re also conducting a new research project to benchmark how companies define and implement their mobile consumer approach.

Taking a step back, mobile phones have changed the way we live and communicate in the past 10 years. They’ve had a deep effect on society. At Forrester, we believe they’ll change the way companies do business in the next 10 years. Back in 2007, the iPhone created a market catalyst, not only in the way consumers use and perceive mobile phones but also in the way companies engage with their customers in the mobile environment. Since then, a growing number of companies have launched a mobile consumer presence and started to define a road map for their mobile products and services. Some of them are still testing and learning, while many companies are starting to integrate mobile in their corporate strategies, and others have already created dedicated mobile business units and plan to generate millions of €/$ per month in direct revenues. They follow different objectives — whether building brand loyalty, delivering added-value services in a multichannel experience, reducing costs, or acquiring new customers. 

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