Google and go: Information demands innovation

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A client commented wryly the other day that the Web as an informational resource is a mixed blessing. Like many other technologies, light-speed access to information has accelerated the pace of business and, much like the evolution from from courier to FedEx to fax to email and beyond, has created higher expectations all around. Ready access to information has made thorough competitive research easier... in fact, it has also made it imperative. This is how a new opportunity transforms into a baseline expectation. Everyone has the same opportunity and so doing business becomes more demanding than it was in more blissfully ignorant times.

Twenty six long years ago, when van Schouwen Associates opened its doors, competitive research (especially for smaller to mid-sized client firms whose budgets had their limits!) was typically a drawn-out and inefficient affair, depending variously on resources such as customers with opinions, loose-lipped sales reps and slyly procured sales literature and price lists. Information was often scanty and in some cases dated or seriously imprecise. But oddly, life was easier because the bar was set lower. We didn't intend that; we weren't lazy. It was just the way things worked.


The challenge today is that, with the exception of not-yet-released products that have been developed with dedicated attention to secrecy, it is possible to find out a great deal about other peoples' products and services, marketing messages, pricing, and the strengths and weaknesses of any competitor's offerings. It is often easy to reverse-engineer technical products. Why? In part because it's all on the Web.

Well, nearly all of "it" is on the Web. A frequent discussion the van Schouwen Associates team has with its clients involves what to include and what not to include in that very public forum. There are several layers of potential privacy clients can employ, including:

No privacy: Placing material out in the public arena online

Moderate privacy with potential for leakage: Offering material protected by passwords (often permission-based passwords with expiration dates and renewal requirements)... plus additional layers of security

Higher privacy but not perfectly secure, just ask Congress how leaks happen: Material that isn't put online anywhere, period.

Today, companies typically have (or should have) vast information about their competitors and their market opportunities. This is excellent.

Vast knowledge (or access to same) has also made business all the more challenging even as it presents clear new opportunities.

At vSA, we (and of course, our clients) know – more than ever before – exactly how high the bar has been set. So does anyone else who cares to look.

Result 1: Increasingly, products developed with insufficient regard to what is already on the market FAIL where once they might have succeeded. Less competitive services do the same because the customer's process of finding a better deal – the best deal – is pretty easy. Just Google and go.

Result 2: We expect that this universal access to competitive information will continue to yield impressive improvement in business innovation. Innovators and marketers have to work harder... and harder... and smarter.

"My boss says we're being bought up by a European company and nobody is supposed to know."

Social media can be an excellent marketing tool for your company. It's also a venue in which your employees are spending a lot of time, and every so often, someone makes a comment such as, "We deliver cold pizzas every Saturday night because it's just too flippin' busy" or "Rumor has it my boss is leaving the company - but he doesn't know it yet." Also every so often, an employee lets the competition know, in no uncertain terms, that they "stink" - or worse.

If you haven't established a clear, written social media policy for your company, you can call your employees to task when and if you catch these indiscretions, but the responsibility for any damage done lies also with your firm.

Just as your company has, ideally, established standards for brand use, for dealing with the press, for giving (or not giving) employment references, for use of company computer systems and more, you must also establish standards for employees' use of social media as it impacts your company.

Certainly, standards include the basics: don't talk online about confidential company matters, don't reveal new products, don't discuss litigation, don't harass or badmouth management or coworkers, don't flame the competition – but there are many other considerations as well.

As a firm that has long been involved in supporting clients in developing and managing their messaging, vSA knows that the power of social media can be used for good or harm - even inadvertently. ("Facebook, are you a good witch or a bad witch?") We work with clients to help assure everyone at their companies with access to a keyboard knows what's okay and what's not in terms of promulgating company-related information that could pop up on Google for years to come. We'll share more on this topic in upcoming blog posts, and are available to consult with clients regarding both their focused use of social media and risk management techniques.

How to ramp up marketing for a recovery

We're seeing a difference in the way our various clients are marketing right now.

The entrepreneurial, smaller to mid-size companies are continuing to put up a good fight. They're either marketing aggressively and continuously, or adding new capabilities such as Web sites to augment their sales efforts. Our largest corporate clients are, in some cases, a different story. More oriented toward detailed budgeting and do-or-die profit projections (as well as being observed by anxious shareholders) their marketing has been somewhat more cautious, with projects going on hold or reduced in scope, and decisions put off by higher-ups until the next quarter or so.

As marketers, of course we're pro-marketing. You can't hide your way out of a recession. Silence is NOT golden in this case. However, as strategists, we're also sympathetic to the way different organizations must do business.

So... what's quick, affordable and can yield results exciting enough to stimulate the next activity?

Create a single initiative to motivate your customers. Run an End the Recession Promotion. If customers buy a particular new product or open an account, you give them a related gift or incentive... or perhaps a second product free.

Get people together. There's no better way to laugh in the face of adversity than to make clear that your company is not taking part in any further downturn. Mind you, this get-together is special. It's one in which you make your new energy, direction or differentiation clear either through an important announcement, an incentive toward buying your newest and greatest offering or a funny and motivational speech directed toward the audience's interests. Build relationships, and then follow up after the event.

Call the media! Do you have a new product, market or major initiative? Celebrate it with a press conference. Include (as appropriate) product demonstrations, a tour of the manufacturing facility or an introduction to the creative force behind the new idea... you know, like meeting Steve Jobs.

Do it online. Spring clean your Web site. Does your Web site bore even you? Does it look like your Uncle Leon designed it? The Web is very important now as your public face. Use it to inform, inspire, communicate, and (yes!) perhaps even sell. It's an investment that will pay you back.

Become a thought leader. Write a bylined article (or we'll do it for you) about where your industry, or its technologies, or consumer demand is going. Publish it in publications that your prospects read. Reprint it and send it out to prospects. Let your salespeople hand it out as yet more evidence of your expertise.

Start a GOOD newsletter. Let it convey what's new, why customers are lucky to work with you, why now is the time to invest in what you want to sell. Do it at least twice a year. E-news or print... it's up to you.

Partner with another company. You sell window treatments, they sell windows. For a limited time, customers who buy windows get a 40% discount on any of your fashionable designs!

Add your own idea here. Inaction isn't useful, but daring outreach is. You'll be glad, whether in three months, six or a year that you moved aggressively while others did not. What will work for you?

Don't slash that marketing budget just yet.

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Of course the economy is shaky now, that's pretty obvious. But let's say you're a marketing VP and your manager awaits your 2009 marketing budget. Or you own your company and need to decide...

What to do?

Impassioned self-interest aside, I'm going to suggest you continue to manage a solid marketing program. But how can you justify it to your boss... or yourself?

The big picture:

-The US government is pouring its heart and soul (and its apparently endless "spare" cash for which we'll pay later) into an economic recovery plan so unprecedentedly massive that chances are good it will have a positive impact during 2009. (Okay, chances are maybe 55-45, but anyway...)

-Even though McCain has now assured us that he will win, there's a very big chance that he won't. And that is good news for the economy even in the short term. Barack Obama is a rock star. He'll start his term with a groundswell of excitement among the public, both here and abroad, and that will support optimism and some economic improvements - even now, many Americans are optimistic that the economy will improve. Consumer confidence matters a lot.

-Marketers have better tools than they did in the past. As a prime example, detailed return-on-investment analytics mean that marketers understand (and can defend!) how specific marketing investments are panning out and no longer feel a pressing need to scale back for the sake of short-term savings.

-A recession does not mean that business stops in its tracks. In fact, some sectors continue to do well. Selling to the military? Selling products to kids (believe it or not, that's one of the last places some families cut); health care products; anything that makes business, the home, or life itself more efficient; or anything that demonstrably saves money - you have an opportunity to shine right now. Oh, yes, and therapists apparently do very well in these times, but that's just a side note!

-Not in such a great sector? Still, business, even if slower, goes on. Your smart marketing helps improve your market share while competitors are pulling back and missing opportunities.

-Pulling back and losing business is a vicious cycle. Cutting your marketing is a good way to start a downward journey.

-In all this, it pays to be smart. Being consultative, showing you have your prospect's interests at heart, showing how your product or service solves a problem... now is not the time for vapid or unfocused marketing - as if there ever is such a time!

The little picture:

-Okay, if you have to cut a little bit from the budget, even after all I've tried to tell you, so be it, Jedi. Please make sure the dollars you do spend work especially hard - public relations, the Web, interactive communications, newsletters, and targeted outreach to very specific prospect groups should always be part of your plan.

It promises to be an interesting year. Your thoughts?

Yet another reason we love the Web

I spend time in Vermont, and there's something so inspiring about the broad valley and mountain views, the stretches of green... I thought I knew all the reasons for Vermont's beauty, and then I read one of the information center signs the state kindly provides for tourists.

Oh. No billboards.

Vermont, it appears, does not permit these bastions of outdoor advertising.

I've been involved in many a billboard design project, I think billboards can be very effective and I often enjoy reading (okay, critiquing) them. And yet. A mostly rural state without billboards is uninterruptedly beautiful.

Which brings me to my point. The Web is a wonderful thing, because it allows us to communicate and market efficiently, without cluttering the landscape (or your mailbox) and it's even environmentally advantageous by comparison. It won't wipe out billboards, direct mail or newspapers. But the Web looks smarter as a key marketing tool every day.

Here's to green mountains.