Think + Do » an exploration of mission-driven marketing and design
Love is in the air. Or, maybe it’s pollen. I’ve been sneezing so much lately it’s difficult to see straight. But, like the nagging of an impatient mother, it’s difficult to ignore the persistent prodding: When are you going to get engaged?
Helpful advice on wooing that certain special someone is cheerfully, though not cheaply, offered by marketing and social media consultants everywhere. There are thousands of customers waiting to hear from you! Participate in meaningful conversations! Build an emotional connection! Be still my lonely heart.
A meaningful relationship
Do you know anyone who is eagerly pursuing a relationship with a brand? They may interact with, be loyal to, and be supportive of their favorites, but you’re largely dealing with an audience of confirmed bachelors and bachelorettes. People are not interested in committing to organizations or brands, they’re playing the field.
“Engagement marketing” is not an oxymoron on the order of an “open secret” or “exact estimate,” but more of a euphemism turned sideways. In an effort to make something unpleasant seem less so, we often use a velvet glove to soften the blow. You’re not getting fired, you’re being downsized. I’m not calling you a liar, I’m just questioning the credibility of your assertions. In marketing it seems we’re using pleasant concepts – engagement, dialogue, community – as cover for the more difficult things organizations need to address.
Such quibbling over semantics may seem petty – there’s nothing wrong with a concerted effort to be more engaging. In fact, it’s imperative in an age where the consumer undeniably has the upper hand. But, in implying that there’s a causal relationship between marketing (at least in the usual sense) and a customer’s desire to get engaged, consultants over-promise and under-deliver.
Making a promise
Much of what is encouraged in the social media sphere – listening, being responsive, participating in two-way communication – is less marketing and more customer service. Essentially, it’s acting like a good human being, treating others as you’d like to be treated.
In the book In Search of Excellence, a self-deprecating executive explains, “I’m not smart enough to know which things are most important, so I just treat everything as if it’s the most important thing.” The lesson is that excellence, by its very nature, is all-inclusive. An excellent organization must provide great products and service – an excellent experience throughout the enterprise. Always.
Building trust is easy. Just start by telling the truth, and then do as you promised. – Eric Karjaluoto
It’s the pervasive and permanent effort across an organization that can be underestimated by marketing folks and the people who hire them. You want your customers to love you? As Beyonce sings: If you liked it, then you shoulda put a ring on it. Live up to your promise – engagement doesn’t happen in 140 characters.
What are you willing to do?
You can declare empathy for a social cause, or volunteer your time to help solve it. You can tell someone you’re funny, or actually make them laugh. Profess deep compassion for the environment, or make purchases that demonstrate your values. Actions speak louder than words.
The activities that drive personal connection with an organization are operational in nature – they have little to do with marketing. As someone who makes his living as a design and marketing consultant, I won’t tell you that marketing is unimportant. It’s not easy to do well. And it’s especially challenging when an organization can’t deliver on its promise. Before you start thinking about the next campaign, first consider how you can design a better experience for your customers.
Engagement cannot be broadcast or found on any media channel. It’s personally delivered every day, one at a time – like a love note.