Customer Loyalty: If You Can’t Buy It, How Do You Get It?

Secret. Panera. Patagonia. Schwab. Krispy Kreme. Method. Louisville Slugger. Zappos. There are many a shining example of purpose-driven companies. But how does one isolate that brand purpose— the idea that inspires what you do and informs every action you take by getting to the core of why you do it?

This is not achieved via sensitivity training or New Age crystals or a séance; its more like making vanilla extract: distillation to the point of essence. Perhaps unsurprisingly, the process is very simple, and very hard. The process begins with assembling the team and posing one central question: Why does the brand exist?

via You Cant Buy Customer Loyalty: New Book.| CNBC

Great book excerpt tweeted about by Web super-guru Gerry McGovern. This is very important stuff for people trying to understand their organization and its place in the world. Not just for marketers. Actually, not for marketers at all. The rest of your management team needs to get on board with this type of purpose-built thinking.


How the Elizabeth Kubler-Ross Grief Model Helps You “Get” Twitter

UnknownIn her seminal 1969 book On Dying, Elisabeth Kübler-Ross first introduced what would become commonly known as The Five Stages Of Grief (and professionally, as the Kübler-Ross Model). Based on interviews with more than 500 patients, Kübler-Ross’s research describes the five sequential stages by which people cope with grief and tragedy – denial, anger, bargaining, depression and, finally, acceptance.

Kübler-Ross’s study originally applied only to those suffering from terminal illness, but this was later expanded to include any form of ‘bereavement’ – for example, the loss of a job, income or freedom – as well as major life-changing events, such as drug addiction, relocation and divorce.

I believe that we can also apply this process to Twitter – specifically, the concept of ‘getting’ it.

via The 5 Stages Of ‘Getting’ Twitter – AllTwitter.

Shea Bennett offers up an intriguing thesis. This is a bit old, but it got buried in my e-mail. Sorry. Worth it, though, to ponder now.

Watch as Vine becomes the next great news-gathering tool | CNET

What if the Arab Spring, or Hurricane Sandy had been Vined?

Much has been made over the years about how Twitter is one of the world’s most important new tools for reporting breaking news. But with the launch of Vine, has Twitter now expanded its control over citizen journalism to video?

via Watch as Vine becomes the next great news-gathering tool | Internet & Media – CNET News.

This is an interesting article on Vine, Twitter’s new 6-second video app. Makes a lot of sense and I’ll be interested to see how it develops.

I’ve been trying to master Vine, without much success!

Sometimes the Internets Amuse Me

One of my favorite guilty pleasures is reading the Tweets of “The Queen of Twitter” who can be found @Queen_UK.

Long-format ramblings and things to purchase can be found at Occasionally there will just be a tweet such as “One has a shop.”

It’s hilarious, but it’s also brilliant guerilla marketing. She doesn’t have a MILLION followers for nothing. Who “she” is, I do wonder. I’d like to buy her a pint!

Twit Much?

UnknownIn case you didn’t know it because you’re spending all of your time on Google+, Twitter is the fastest growing social network in the world at the moment. One of the most curious things about Twitter is outlined in this article from MediaBistro’s AllTwitter blog:

Of greatest interest is the growth of the “passive” Twitter user. All social media platforms define an active user as somebody who engages with the platform in some way over the past month, but on Twitter, only 51 percent of all active users claim to have posted a tweet over that period. Which means that almost half of all Twitter folk – 100+ million people – are simply reading them. Planning Events, Watching TV And Chatting About Products – How Do We Use Twitter? [STUDY] – AllTwitter.

This is interesting to me. So many of us are looking at how people interact on social media, but we’re not accustomed to thinking about passive users. Those who, on Twitter, follow but do not interact.

My curiosity is peaked even further when I think about my own Twitter use. Mostly, I do follow. I tweet occasionally. I tweet much more when I’m on vacation because I don’t have to carry my computer, I can snap a photo on my phone and tweet it out effortlessly. Plus, on holiday I link my Twitter to my Facebook page so that community of friends can interact with it.

At work, I use Twitter primarily to engage our community during bad weather or emergencies. It’s BRILLIANT for emergency communications.

And, as evidenced by my earlier post today, I’m trying to figure out Vine, so I’ll be tweeting more. Follow me @markrblackmon and let me know when I’ve gotten Vine right!

Untangling the Vine — Is It Really the Next Big Thing? I Check it Out

Very Interesting Op-Ed from Chris Taylor of Mashable yesterday (1/30/13).

via What Makes Vine So Hot?.

Well, I set out to find out a bit. Taylor asserts that the three word description is key to Vine’s success.

What mattered in each case was that the service was easily summarized and differentiated. You could grok it instantly. You had a reason to try it. And here’s a good rule of thumb: if you can describe what makes a service different in three easy words — “filtered square photos,” perhaps, or “140 character updates,” or “six-second videos” — it has a good shot at taking off.

To put it another way, here’s how top Valley VC Marc Andreessen has described his process for deciding which companies to invest in: “I look for the thing people are laughing at, but is growing like a weed.”

I’m a super neophyte Viner (2 videos so far) but I have to admit, it’s fun and I can see some benefits, especially in cases where you want to engage people quickly, simply, amusingly — perhaps ironically — and nearly instantly.

As one reviewer said on the App Store, forget photos, this is the new frontier. I scoffed at that — but that was before I downloaded and tried it.

2013-01-31 10.23.09Now, I was planning to link this to my Twitter feed, but, of course, I forgot to link it first and I haven’t figured out how to do it later yet. So, if you want to view my lame first attempts at a Vine video, follow me @markrblackmon.  (Though it seems as though I might have broken Twitter this morning! LMAO I may have to back out of it all and start again.)

Meanwhile, while I’m trying to figure out how to use this, you know, computer, check out Vine ( not or check them out in the App Store.

Is it real? Witness builds an app to verify user-submitted content » Nieman Journalism Lab

Is it real? Witness builds an app to verify user-submitted content » Nieman Journalism Lab.

By now, it’s a familiar cycle: An amazing image is discovered — and then proven to be fake.

Whether it’s photos of flooding during Hurricane Sandy, or videos of eagles stealing babies, it’s not always easy to detect fakery. And when you think of the number of videos and photos produced by our phones each day, it can be problematic for news organizations trying to deal with submissions from readers.


Who Won the Inauguration On Social Media? – PRNewser

The fact that so many more people got “social” this year than in 2009 despite the lower turnout confirms something we already knew–that social media has become an ever more integral part of public and private life over the past four years.

via Who Won the Inauguration On Social Media? – PRNewser.

Drrrr. Not sure how this is news, really.

5 ways journalists can use social media to resurface old content | Poynter.

5 ways journalists can use social media to resurface old content | Poynter..

Interesting idea.

More interesting is the knowledge that despite having died 66 years ago, 400 people follow former New York City mayor Fiorello H. LaGuardia on Twitter!

"The Little Flower," LaGuardia died in 1947 but has risen again on Twitter!

“The Little Flower,” LaGuardia died in 1947 but has risen again on Twitter!

How to Say Thank You — A Saga and A Case Study in Doing It Right

Okay, kiddos, I brought this up at work last week and a few people seemed to understand some of the words, so I thought I would repeat it in more augmented form here. So, here’s a few tips from the land of Savvy-Ass Marketing 101, inspired by watching the Kickstarter campaign of the web series EastSiders unfold.

This needs a set-up, though. Once upon a time, back before the flood, back before the earth began to cool, back around the time Mr. Edison invented the Mazda lamp, I worked in non-profit professional theatres. Most of my job was to develop marketing and promotional schemes for plays and events. Getting people to buy tickets. I was exceptionally good at it.

There are two revenue streams in this type of business: (1) earned — the things people purchase and (2) contributed — the money people give you.

One night, working late, I thought about contributed income — and I usually didn’t because development work bored me to bits — and it occurred to me that we were doing a poor job of marketing our fund-raising. (The people that I pitched this idea to decided to humor me and let me do whatever I had already decided that I was going to do, having already discovered that I am the type of person that it’s best to humor or it’s just death by a thousand cuts until you give in.)

Most people build thank you programs on the public television “donor appreciation” model. You know, “For a $25 contribution you get this Downton Abbey tongue depressor, but for a $250 contribution we’ll send you a wooden spoon autographed by Mrs. Patmore.” And I did it, too, but where I went a bit rogue was designing the actual thanking. What?

Yes. I actually told people how to write the words “thank you.”

Here’s the deal: people adore something personal. Back in the days of print, I had note cards printed so we could hand write a note. You would then hand address the envelope and put a real stamp on it — never, ever run it through the meter or label it — because you (yes, you) cannot resist a hand addressed and hand stamped envelope, especially when you know there’s a card inside.*

THEN, I took it a step further and conned a few of my company members to write these notes for me. Except, I didn’t want them doing the “big gets;” I asked them to write the notes for the smaller gifts, e.g.:

“Dear Mrs. Jones,
Thank you so much for your gift of $25. Your gift is so important to us as it allows us to continue producing terrific shows like our recent production of Uncle Vanya that I was so proud to be a part of. We really do appreciate — and need — every gift, so your generosity truly does make our shows possible. Again, thanks.
Steve Actor

P.S. I hope to see you next month when I’ll be appearing as Danny Zuko in Grease!”

Theatre fans LOVE to get stuff from actors. It worked because of that and it worked because it was genuine. Every time we had a chance to thank someone personally, we did. And while I’ve thought up a blue million thank you gifts in my time, nothing has ever worked better than a personal thank you note.

Besides, the warm fuzzy you get from the thank you note may engage you to be receptive to increasing your gift AND it makes it more likely that you’ll be more receptive to purchasing another ticket (or widget/fruit basket/dog obedience class) the next time I have one for sale.

Flash forward to social media infused today. What’s the equivalent of the hand addressed thank you note? Well, how about this:


Here’s what happened. I like this series. I think it’s smart — and smart is rare on the web these days. They began a Kickstarter campaign and one of the things they asked — because, remember, you don’t get anything unless you ask — was that if you’ve contributed then to share it on your Facebook or Twitter. Okay. Fine.

This is called word-of-mouth and historically it’s the most important way ticket sales are influenced. It’s also a personal appeal and that’s the most effective influencer there is.

I wrote a short blog post and then sent it out on Twitter. HOW HARD WAS THAT?  Next time I looked at my phone, I had that note. So, what now? Well, now I’m invested. I am an invested investor. They have given me a reason to care that they succeed.

Every day this week, there’s been a video posted on YouTube about their progress. AND a thank you to the fans and contributors in each one. This has been a super successful campaign. They met their initial goal in four days. Then, this tweet arrived:


Then, this video was posted later in the day:

Why? Why do this? Why make this thank you video? Why send out updates? Why tweet out screen shots of your Kickstarter page? Why make a series of thank you videos? Why? Because, cats and babies, that’s how you get to do it again.

Be grateful. Be genuine. Be appreciative. Be bloody, bold and resolute. Be gracious. Be humble.

How many people are going to fund your next great idea — no matter how well-crafted it is — if you’re a dick?

See, there’s nothing fun — nothing useful — nothing creative — about sitting home alone, brooding that the world doesn’t understand the genius that you know you are. In the immortal words of cold pop-loving Internet meme Sweet Brown, “Ain’t nobody got time for that!”

On the other hand, “Could you help me with an idea? I’d really appreciate it,” goes one helluva lot farther.

So, the first barrier is breached: the “we need this much money to just barely do it” barrier. Now, the harder work comes: the “we need to raise money to pay actors, to pay crew, to feed people on set, to rent better lights, to have more edit time, to make it a viable enterprise” phase. And it’s harder because people are more likely to give money for bricks and mortar than flesh and blood. Sadly, that’s really true across the board in almost any fund-raising enterprise.

I’m looking forward to see what the EastSiders team does next — because they’ve done the marketing of their fund-raising flawlessly so far — and they’ve stayed bang on top of all the social stuff which, I can’t stress this enough, is so incredibly critical to this type of enterprise but so easy to let slip.

I want to see how far above that initial goal they get because, you know, a labor of love is great, but you can’t pay the electric bill with it.

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N.B. — I just checked, as of 1/22/13 they have raised a bit more than $21K which is more than their revised goal. There’s still two weeks left. I do enjoy seeing a plan come together!

*Truth in advertising: not my original idea, I just tweaked it and played with it. Like “Fresh Eggs and Flying Lessons,” I stole it, but I always credited it as such!