Well today’s rant is about social media and all the marketing hype, energy, time and money (yes, money….it’s not free) being spent on it. Don’t get me wrong; I’m a huge fan of connecting with customers, prospects, investors and employees, but I’m not ready to bet the entire farm on SM….even as 2013 budget season approaches.
Why, you ask, does a marketing person question social media in the middle of the frenzy? Here’s why. We (my firm) have not employed any type of social media to our marketing mix and what was the result??? We’ve doubled in size during the most turbulent economic time since the 30’s. How did we accomplish this? Product, Service, PERSONAL Relationships…that’s it.
First, if your product or service sucks….you will fail. Hands down, consumers are savvy enough to not get taken twice; and most not even once. I don’t care how many Twitter followers you have, how many Facebook likes or how high your Penguin (Google) analytic rankings; if your product stinks, so will your sales.
Next, if you rely on interactive means to communicate solely with customers, you really only have a virtual relationship at best. Maybe we’re unique in the B2B world selling expensive power systems, but I cannot sell one product without at least one (usually many) face to face interactions. I wouldn’t purchase a mission-critical component for my company without thoroughly knowing who I’m buying from. I am, and all of our sales persons are, on planes…a lot!
Finally, if you can’t back what you sell…that’s right – you fail. Again, customers want to know you have their back. If a unit of mine needs service, I send a technician right away. Not a video of how to troubleshoot your own system…a real, live person trained for the job. Sensitive? Yes, one system can produce over 250,000 amps of current. That’s enough to burn through the steel supports of the Empire State Building in less than a second. Imagine what that does to a human body. You really want your facility manager poking around in there??
The rub – So much attention is focused on connecting virtually with people that I feel that the biggest “P” (product) is being short-changed. I see 1000 articles on social media to every one about product alpha or beta testing, voice of the customer or innovation discovery. SM has a place, even in my upcoming marketing year. I’m just not ready to rely on it totally; it will be used as a tool, not the crux of my strategy!!