Can you say your brand is unique?  Can you say you’re a pioneer?

It seems like a simple concept, but when it comes down to it, it takes a commitment to a TRUE brand.  Often times people ask what it takes to become “viral.”

My answer:

“You can’t  Being “viral” is entirely based on the community you’ve created…”

Here’s a great example:

(Facebookers and feed readers need to click here to see this great video.)

Okay, maybe they’re all stoned.  But they all seem to be “drinking the same Kool-Aid” – tainted or not.

This guy’s belief in his unique value inspired others to engage.  Can you say your brand is this infectious?  How can you make it so?

Keep Cooking (unique ways to engage your audience)
Andrew B. Clark
The Brand Chef

This is how geeky I’ve become in my old age.  Star Trek (yes, the movie) made me think of a great brand engagement solution – well, maybe not specifically Star Trek, but the DVD I purchased this week, TWICE.

Let me explain…

Last night, I found myself standing in line at the customer service counter at a local “Big Box” store – for the second time in as many days. It seems as though a shipment of the new Star Trek DVDs had been damaged; and about 200 upset geeks, including me, found themselves watching Spock, Kirk and Uhura jump from present day to past, to the movie climax, to witty sexual innuendo, to exciting battle scene… about every six minutes.

While it made for an entertaining montage of the flick, after about 30 minutes, I’d had enough (my wife and kids were sick of it after about 10).  So, at 7:30pm on a Wednesday night, I stood in line.  Waiting.  Frustrated with every progressing minute that I wasn’t able to get my geeky fanboy Uhura fix… (mmmmmmmm Uhura).

Then, the social media marketer in me came to the surface (I’ll have to talk to my psychiatrist about this).  I looked around, and in the crowd of nerds, geeks, dweebs and extra terrestrials of all sorts, I saw one dominant feature (besides loose, black, funky sweat pants).

Mobile phones… PDAs, iPhones, Droids… you name it, they were EVERYWHERE!

All I could hear was the clickity-click of sweaty thumbs texting away on mobile devices from the doorway to the service counter. I even had my CrackBerry out so I could update my wife with how long the line was.

I could just imagine what all of the others were texting…

“Honey, the line at Big Box in insane…  get the kids ready for bed… #sorry “

“I can’t believe how long the line is at Big Box! WTF! #Fail“

“Just spent the last half hour waiting for Big Box to replace my #StarTrek DVD! F.”

“Did I leave the popcorn going in the microwave? #nasty“

“Beverly said my sweatpants need to be washed…#luckytobedating“

Poor Beverly.  Now she’ll have to deal with Morgan’s fermented redolence for another night because he’s standing in line…

Then, I looked up to the service counter.  The poor girl behind the register (yes, only one) was darting back and forth from the phone to the counter faster than a hamster on crack and RedBull. She had six DVDs in one hand, a phone tucked precariously on her shoulder, and was trying to talk one poor nerd girl down from the ledge – convincing her that “Big Box” was going to replace her DVD, she just needed to show a receipt… (I could hear the nerd girl’s cerebral cortex shatter like a Faberge egg.)

Oh man, I felt for the customer service girl, though.  I’d been in similar situations.  But when I worked in customer service (20+ years ago), there wasn’t social media.  There wasn’t an army of social media militants standing at the counter organizing their chaos through bluetooth devices.  There was just me, irate customers, a cash register and a phone…  How archaic was that?!?

Then I looked again.  SHE was in the same situation I’d been in 20 years ago! (remind me to check my own cerebral cortex.)

SOCIAL MEDIA TO THE RESCUE!

So, what if…  just go with me on this one… “Big Box” realized the situation and circumvented the ire of the “World Of Warcraft” generation and addressed the issue using…  wait for it…

TWITTER!

It would be a simple implementation.  If “Big Box” had someone monitoring their brand, they would see the conversations going on (I wrote a post about it a few weeks ago).  With that knowledge, they could,

1) address the issue directly to the people making the complaints, or

2) create a hashtag “#” to focus the conversation and keep everyone engaged with solutions as they are developed.

How?

I see it done like this:

“Big Box’s” social media monitor (yeah) tracks a series of red flag statements rolling through the Twittersphere, specific to a certain store.  With speed and efficiency (good luck with that one), they send the message down to store management and then on to the service center to post solutions, instructions and apologies for any inconvenience to their store’s Twitter account under a specific hashtag, like “#BBSouthStarTrekDVD”

At the same time, somewhere around service counter a sign could be posted stating the issue and that “Big Box” was doing what they could within the store to accomodate the customers and solve the issues.  But (and this is the cool part), if they had questions, comments, etc., they could join the conversation with the store and other customers by just using Twitter and #BBSouthStarTrekDVD !

Simple?  I think so.  I think MANY of my co-nerds would have been satiated by just this small gesture.

By the time I got to the counter, in my mind, I’d been promoted from customer service dweeb to “Big Box” CEO and was looking to shop for my next home in the Hamptons; so I didn’t get the chance to offer this advice to the girl behind the counter.  But I think she was a little too busy anyway.

What could your company do to utilize hashtags on Twitter? Could customer service issues be solved with a simple tweet-or-two?  Or do you think it’s still about what Morgan had for breakfast this morning (that quickly found its way onto his sweatpants)?

What other departments could benefit from tracking conversations about your brand?

Food for thought.

Keep Cooking,
Andrew B. Clark
The Brand Chef

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Yes, I said it. As “The Brand Chef,” that’s something I never thought would come out of my mouth.  But in a recent meeting with a friend, I closed my laptop, pushed my chair back and looked him straight in the eye and said these exact words:

“Your marketing can’t fix crazy…” (and this was in reference to HIS company!)

Now, this could either be a lesson on how to shoot yourself in the foot during a casual meeting with a friend; or it could turn into a logical discussion on branding versus marketing.  This discussion could cover how, because branding is at the core of a company’s culture, business and communications model, your brand isn’t something that you can just decide to give a “face lift.” Marketing, on the other hand – what many people think of when branding comes up in a conversation – can be changed to suit an ever-evolving brand…

Here’s the difference: Marketing is the strategic communication effort that results from a TRUE core brand promise, targeted to a specific audience, with the goal of enticing engagement with that brand.

So, to say it again, just for affect:

“Your marketing can’t fix crazy….”

You see companies, almost on a daily basis, “rebranding” themselves.  But deep-down, without a TRUE brand strategy, the marketing that results is guaranteed to reflect what is going on inside the company – for better or worse…

Based on the conversation that ensued after my “shocking” statement, my friend and I came up with five simple takeaways.

Marketing can’t fix…

1. … a company that has changed its “brand strategy” 5 times in the last 5 years. This happens when deeper brand issues stall out the progress marketing should be making.  Instead of stopping and performing a TRUE brand evaluation, the CEO or CMO simply jump the track to find a different way.  Different doesn’t fix what’s broken.
   
2. … a company’s inability to make brand-based decisions. Unfortunately a company with this problem usually slows or destroys its marketing efforts simply by not being able to take action.
3. … a broken marketing communication system by only using “internal staffers.” Few “Internal Marketing Departments” have enough perspective to do all of the brand evaluation and execution without outside counsel. Trust me, I’ve seen many companies try and many have failed.
4. … a company with a lousy product or service (even at a discount). In this economy, when people are looking for value, quality still is at the core of our decision-making process.  If your product or service is at the bottom of the quality scale in that category, you’d better re-think more than your brand.
5. … a program with an insufficient budget. The phrase “money talks and B.S. walks,” for this point, is painfully applicable.  Plan all you want.  Scheme big dreams and map out creative strategies until your face turns fuchsia.  None of it will succeed unless you have the resources to support it.  How many campaigns have gotten out of the starting blocks in a blur, only to fall to its knees a quarter way through the race because it’s out of funding?

TRUE Branding (Truthful/Transparent, Relevant, Unique and Engaging) is the core to building a successful marketing communications program.  With strategic marketing you can analyze a company’s TRUE Brand position, develop a successful plan and implement a program to raise awareness and engage your market. But remember, branding takes time and sometimes painful effort. It shouldn’t be viewed as a quick fix, or a “face-lift.”

With that, I’d like to send a big “Thank you” out to my friend for letting me vent to (at) him.  Although the coffee was good, I appreciate the conversations that make me think and evaluate how I can better help clients and their brands.

Next time, the coffee is on me.

Keep Cooking!
Andrew B. Clark
The Brand Chef

Well, the last couple of weeks have been chaotic – a real whirlwind of buttoning up projects and helping clients check their lists for the end of the year. Since I plan (operative word “plan”) to take the last week of the year off, I wanted to make sure everyone got my Christmas message with plenty of time to spare…

2008 has been a seriously wild ride – a real crazy one. It’s been eye opening. It’s been filled with wonder, learning, progress, and new opportunities. Some opportunities were there from the beginning, and others revealed themselves in ways that still astonish me. I’ve found new friends and lost some old ones. God has blessed me with the perfect family. And, simply put, I have everything I could have ever wanted.

I just wanted to thank you ALL!

So, with my hand on my heart, my present to you –

Here’s hoping this holiday season is just as rewarding for you and yours.

God Bless!

Keep Cooking!
Andrew B. Clark
-The Brand Chef

Yep. I’m a jerk… a snob… a ruffian (just look at my profile photo). Or maybe I’m just a little more prudent with the people I associate with in my social and professional networks than some?

Case in point:
LinkedIn is a great business-networking tool. I’ve only been a member for a short time, but from what I’ve seen, the opportunities are endless.

So, when prompted to import my contact lists from Gmail, Outlook and Yahoo, I was very particular about who I invited. Why? Heck, my retired dad doesn’t need to be in my LinkedIn network, nor does my kids’ school nurse! Call it caution – maybe respect?

So, I filtered… and filtered. I evaluated and built a strong network of contacts that had RELEVANCE to my PROFESSION and ME. I chose people that I could help and in-turn may help me. Thus, the result of the requests I sent out was somewhere around 99% acceptance. And that network grows more and more every day by my diligent research and requesting of introductions by my approved contacts to their network members – as intended (I assume).

Jump ahead a couple of months… I recently received a request to be in someone’s LinkedIn network. GREAT! But after reading it, I was somewhat surprised, because I’d never met this person. I’d never even heard of him… And to top it off, not only was this guy a complete stranger, but his request was the stock,

“I’d like to add you to my professional network on LinkedIn. – ‘Name Namerson’”

Hmm. Completely foreign AND impersonal. Not such a great start, “Mr. Namerson.”

So, in typical “Jerky” fashion, this was my response:

Hi “Mr. Namerson,”

I have to apologize if we’ve met, but I don’t seem to remember you. This, of course could be a gross mistake on my part, but if you could remind me of how we know each other, I’d be greatly appreciative. Then, I could accept your invitation and benefit from networking together.

That said, If we haven’t met and you’d like to have me join your LinkedIn network, maybe we should get together and see if there is some common ground on which both of us can benefit.

Thanks so much for your invitation, and I look forward to hearing from you.

Andrew B. Clark

Yep. Jerk. Told ya’.

Shortly after I shot off my response, I thought, just maybe, I was a little too harsh. Maybe I was being a jerk. After all, my response wasn’t very “social” was it? I left my office that day with the expectations of never hearing from “Mr. Namerson” again…

The next morning (Saturday), my Blackberry buzzed me out of a sound sleep at 6:30 a.m. As I tried to focus on the little, glowing screen, I saw; “RE: Join my network on LinkedIn”.

Surprisingly enough, he didn’t respond just to call me a jerk. In short, “Mr. Namerson” was abashed. Sure, his response included an apology but better yet, it included the information that should have been in his initial contact:

A quick overview of his background
A logical connection to others in my professional network

He went on to list:
Benefits of being in HIS network
His purpose and interest in being in my network
Directions for fostering a relationship

This morning we met for coffee. I now have, what I would consider, a good friend and valuable asset in my professional network.

So, maybe it wasn’t such a jerky move. Maybe it made “Mr. Namerson” more aware of purposeful networking vs. number gathering.

I see people out there with 50K contacts or followers and wonder are they networking with value and purpose, or are they just gathering numbers to win some sad, strictly mental, social contest? How well can they even know 50,000 people?

What kind of networking professional are you? Do you network with value and purpose? Do your contacts feel they can trust and respect referrals from you – and vise-versa?

Please comment and let us know your thoughts. Maybe I’ll let you into my network.

Until Next time…
Keep Cooking!
Andrew B. Clark
–The Brand Chef