The Clean and Green Club, July 2014
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UnMarketing: Stop Marketing. Start Engaging. By Scott Stratten (Revised edition, Wiley, 2012)
Scott Stratten just put out a revised edition of his social media classic, UnMarketing: Stop Marketing. Start Engaging—and I realize I’d never reviewed the original. It’s one of the better books on marketing by building relationships: a mix of wise theory, concrete practice, and enough snark to make the whole thing enjoyable (be sure to read the footnotes, where most of the snark lives).
Stratten spends a lot of time laughing at the old, ineffective ways of marketing–but then he turns it on his head and shows exactly how the firm could do better. And he’s a particular master of convincing prospects—both in-person and online—that it’s in their best interest to turn over their contact information. Of course, it’s up to the company to use that information effectively once you have it, and Stratten has lots of good advice on that too.
Right at the beginning, on the second page of the introduction, Stratten declares that marketing is not a task, a department, or a job; “marketing happens every time you engage (or not) with your past,present, and potential customers…[and] any time anyone talks about your company.”
And to Stratten, that means a few key principles:
I’ve been an advocate for this viewpoint for many years,and it amazes me how many companies are still completely blind about these concepts. Yet, Stratten cites numerous cases where a company took itself out of the running for some major pieces of business by being rude or indifferent in a retail environment, a trade show, or online. In once case, he was asked to recommend a six-figure software package, and the only company on his list was the single company whose reps took him seriously as he’d walked a trade show with a student registration badge, some months earlier.
I really like Stratten’s practical advice on maximizing results: whether at trade shows, in the store (read his case study of how he built engagement at a frame shop), or even on Youtube—where a simple tweak to the way people viewed his videos led to a 38% subscription conversion rate. He’s even got a three-page chapter on how to organize a successful charity fundraiser via Twitter.
Do I agree with all of his advice? No. I think, for instance, that it is still totally possible to be authentic if you prewrite some tweets and schedule them ahead. But I agree with him that it isn’t smart to puff an event you’re leading and then not be around to answer questions about it because you’ve prescheduled the tweets and are off on a no-Internet vacation.
Overall, I’d put my agreement at somewhere north of 90 percent. It’s a useful and enjoyable read, and I’d be surprised if you don’t come away with at least five or ten ideas you can implement right away in your own business.
Brains on Fire: Igniting Powerful, Sustainable, Word of Mouth Movements, by Robbin Phillips, Greg Cordell, Geno Church, and Spike Jones (Wiley, 2010)
Is there a more authentic marketing strategy than turning your fans into brand ambassadors? I’ve long been an advocate of this approach, but even so, Brains On Fire opened my eyes to possibilities I’d never thought about.
In the Brains on Fire approach, professional marketers play an important role—not as controllers or planners, but as nurturers and facilitators.
This book is about not just identifying your deep loyalists, but empowering them, supporting them, and then getting out of the way while the magic happens. It’s a refreshing change from most other books I’ve seen about word-of-mouth/word-of-mouse marketing, because these folks understand that the real marketing arises spontaneously out of the members of a community (often unpaid), and not by faking your way through tactics like recruiting pretty young women to talk up a particular product to which they have no actual loyalty.
The book focuses on several case studies, all clients of the Brains on Fire marketing agency, which we follow through every “lesson” (chapter). Examples range from a 300-year-old Swedish scissors manufacturer to the state agency charged with reducing teen smoking in a tobacco-producing state.
Along with the focus on fan-initiated, empowered marketing comes a strong commitment to ethics—and to taking the marketing vocabulary away from the war-oriented “campaign” language of crushing your opponent or defeating your customers into purchasing, and into the more sustainable world of community, inclusiveness, and mutual benefit. Scientific marketing becomes less important. Your strategy evolves toward unlocking and channeling the passion of your fans, their desire to make a difference, and their need to be valued. Ask yourself how your product or service makes it easier for your fans to do what they love. Your goal is not just participation; it’s active engagement.
Your fans will be a mix of personalities, some of whom already have a fan base, and quiet, shy others who would not traditionally be seen as influencers—yet may have a tremendous impact. And the way you interact—even something as mundane as the way you handle incoming fan mail—can have either a big positive or big negative impact, depending on how you make that person feel.
Among the many wise points in this book:
Yes, but does all this cool and groovy stuff actually work? Yes—big time. Two among many examples:
South Carolina’s 16.9 percent smoking reduction was the largest in the nation (in the state with the cheapest cigarettes and among the lowest budget for smoking prevention programs); Brains on Fire client Rage Against the Haze (a teen anti-smoking group) had a lot to do with this
Fiskars, makers of the famous orange-handled scissors, puts the ROI for its Fiskateers community of brand evangelists at 500 percent. Fiskateers not only tracked with a 6-fold increase of online mentions, but sales doubled in the four target markets where the effort was rolled out—while the company R&D department receives an average of 13 new product ideas every month, gratis. This doesn’t even count the impact of 7000 volunteers who can defuse PR problems before the company even knows they exist.
Read this book as an excellent companion to Guerrilla Marketing Goes Green. And be sure to read the introduction, which has enormous value.
Become an Award Winning Company: 7 Steps to Unlock The Million Dollar Secret Every Entrepreneur Needs to Know, by Matt Shoup (Shoup Consulting, 2012)
It sounds like a thin premise for a marketing book: go out and win some awards. After all, I cover the subject in just a few pages in some of my own books on marketing. In one of my books, winning awards shares a chapter on credibility building with getting endorsements and reviews.
But breaking a process down step by step is often a worthy endeavor, and in this case Shoup provides good food for thought.
The bulk of the book is devoted to the good things that can happen to an award-winning company that understands how to leverage and market those awards (including a bunch of interviews with CEOs of award-winning companies about the specific ways their achievement helped their business). A smallish section at the end goes through the how-to of actually winning awards. I might have reversed both placement and proportion, but maybe that’s because I do have a very clear understanding of the benefits already (and have won quite a few awards over the years).
Shoup himself sums up the case for winning awards nicely and succinctly on page 171: “As an award-winning company, you are going to be able to go out and attain massive success, exposure, credibility, free PR, and more business.” And a lot of the book shows how he and the CEOs he profiles have done just that.
More than the specifics, where this book really shines is in three consistent approaches to the success mindset:
1. To win awards, you must achieve excellence: base your company in high integrity, wow your customers, and establish a culture that drives the best people to join your staff and succeed with you.
2. This excellence allows you to thrive in economic downturns (he has a great rant on this) and to set and achieve goals a lot more easily.
3. Success doesn’t just happen to you; you go out and make it happen, and that means when you do win awards, it’s up to you to extract the maximum possible benefit from them in your marketing.
That last is important. Used properly, awards let you de-commoditize your business, get away from the tire-kickers and bargain hunters, and establish the value of working with an excellent company and being wiling to pay for it.
One thing that puzzles me: Shoup apparently gave no thought to becoming an award-winning *author.* The cover and interior design are amateurish, and the book would have benefited from one more edit (with someone who understands when a phrase like “award winning” should or should not take a hyphen). It would have been easy enough to spend a few hundred bucks more on a better production and then enter some good awards for the book, especially if he wants to build up the coaching and speaking parts of his own business (his primary line of work is running a house painting company).