City Liquidators

About

Contact

Marketing in the World of the Web

Retailers will eventually recover from the consumption tailspin that threatens this holiday season. But quite apart from the recession, there are other, profound changes underway in the retail sector. As the evidence mounts about the power of social networks to reconfigure individual behavior, the crucial question facing industry is: How to leverage this phenomenon into actual profits?

The second generation of Internet ("Web 2.0") companies such as MySpace, Facebook, Linked/In and YouTube exploded upon the scene three years ago. Today, MySpace and Facebook together have more users than the entire U.S. population; and the online community concept is already becoming a powerful tool for everything from creating customer loyalty, to assistance in product design, to a sounding board for company strategy.

Corporations from IBM to Toyota and Johnson & Johnson have been rushing to establish their own affiliated social networks and bind their customers ever more closely. There isn't a smart company today that isn't implementing some kind of online community, wiki or blog strategy.

But companies with millions of members of online communities are now asking: What next? How do we sell them products and services, or mobilize them into massive de facto R&D, manufacturing and sales departments? We have been studying the challenge and have concluded that very few of the traditional techniques of classical marketing (call them Marketing 1.0), or even of eCommerce (Marketing 2.0) will work in the world of social networks. A very different set of tools, concepts and practices is needed. Call it Marketing 3.0. Here are five:

- From loyalty to attention. Before you can win consumer loyalty, you have to capture and reward consumer attention. Old propositions -- network television's tired offer of 22 minutes of canned sitcoms in exchange for eight minutes of untargeted commercials -- won't cut it. Consumers are demanding a better deal.

Some brands are starting to flirt with better exchange rates: Virgin Mobile gives a minute of free phone time for every minute of advertising a customer accepts. Ryan Air recently announced it would offer $15 coach tickets from the U.S. to Europe, subsidized by passenger attention to advertising and in-flight sales pitches.

Smart marketers will of necessity become obsessed with customer attention in the way they once obsessed over customer loyalty. The shrewd brands will create elaborate attention-rewards programs, and incentives to break through the noise and make that critical initial connection.

- From crowds to clouds. Once you get that attention -- once you generate heavy traffic to your site, gather a large league of "friends" on MySpace, or spawn a dedicated following on Twitter -- how do you monetize the crowd?

Smart brands are turning their crowds into "clouds": organic, self-forming and often self-governing communities of interest. Companies such as Hewlett-Packard, Frito-Lay and Harley-Davidson use their clouds as feedback loops to get better faster by obtaining good, timely, often brutally honest customer insights. And the members of clouds can become true believers; they don't just watch your commercials, they make them.

Right now, few companies are emotionally equipped to wring the best benefits of a cloud, because the most valuable voices out there usually belong to the malcontents. In the old model, customer-service departments aimed to placate or jettison disgruntled customers. In the cloud model, the idea is to cultivate and reward them. That's not an easy transition.

- From places to spaces. Consumers are increasingly organizing themselves into new communities -- not just the big generic social communities, but myriad idiosyncratic slices of narrow, passionate interest (i.e., BlackPlanet, Inpowr and MomsCafe).

These new market spaces, or "meganiches," may seem small, even strange at first. But when they're efficiently targeted, they can be highly responsive, lucrative and loyal. Well-established meganiche Web sites include Gamefaq.com for video gamers, Dpreview.com for digital photography aficionados, and Howardchui.com dedicated to mobile phone zealots.

With this shift toward self-organization by consumers, national advertising campaigns as we know them will increasingly become a waste of time and money for many companies. The trick for brands is to cohabit social spaces with these consumers. Social media, and its verb form, "friending," requires entirely new forms of advertising: bottom up instead of top down, personal rather than public, and subtle rather than full frontal.

- From memes to bemes. In the Age of Broadcast, good advertising could occasionally manufacture memes of tremendous social impact. Think of "Where's the Beef?" or "I can't believe I ate the whole thing." If you can't recall an irresistible or effective turn of phrase of late, it's because it is exceedingly difficult to spread a meme in today's fragmented media environment. Marketing 3.0 is now the science of devising and managing directed business memes: call them bemes. Bemes are sent by members of social communities to each other and typically contain a reward or exclusive offer, which, when redeemed, also results in a reward coupon for the sender. This encourages members of social communities to propagate a "viral" ad. One well-documented beme was "The Subservient Chicken" from Burger King.

Brute force marketing won't work inside social networks. The best online marketing now takes place among people who know and trust each other. Consider how rumors work. Like a rumor, a beme is a bit of useful information that rewards each person who passes it along. Want to be a sensation? Create a beme that consumers willingly accept and share with others.

- From silos to simultaneity. Too many retailers today persist in believing that online shopping is merely a virtual extension of real world shopping. That is a big mistake.

Rather, online and offline need to coexist, and we need to rethink how they relate. For example, to their surprise, companies like BestBuy (which even encourages customers to shop the aisles but buy online from in-store kiosks) and Macy's are discovering that physical retailing is a perfect way to move units online. That is, the physical world has become the showroom for the virtual realm.

Retailers now must reimagine a world where consumers experience products in stores but ultimately buy them on the Web: Stores are for experiences, the network is for inventories. And what in turn prepares potential customers for what to look for in stores? Online communities.

All of this suggests that Marketing 3.0 is not only different from its predecessors, but actively undermines them. If your marketing program fails to adapt to this new world, it won't just become irrelevant -- it will actually work against you.

Mr. Hayes, a former vice president at HP and Applied Materials, is the author of "Jump Point: How Network Culture is Revolutionizing Business" (McGraw-Hill, 2008). Mr. Malone, a columnist for ABCNews.com, is the author of the forthcoming book "The Future Arrived Yesterday."

By TOM HAYES and MICHAEL S. MALONE

Emanuel's Elbows

Republicans are howling about Barack Obama's choice of Rahm Emanuel as his White House chief of staff, claiming the Illinois Congressman is a rough partisan who belies Mr. Obama's campaign rhetoric about comity and bipartisanship.

For our part, we like the choice. Mr. Emanuel is likely to be a restraining influence on the wackier Members of Congress. There's no doubt he's a liberal and a fierce partisan, an architect of the Democratic takeover of Congress in 2006. A tribute to his talents is that Democrats gave him the job of leading that campaign though he'd only been elected in 2002. And one of the keys to Democratic success is that Mr. Emanuel made a point of recruiting candidates who fit their districts -- even if they disagreed with liberal orthodoxy on abortion or gun rights.

As a veteran of the Clinton White House, Mr. Emanuel will also want to avoid the chaos of its first year. He helped to negotiate the 1997 balanced budget deal that cut the capital gains tax even as it created the children's health-care entitlement. He supports expanded trade and will not want Mr. Obama to govern as a protectionist. The Chicagoan also has experience with financial markets, so he is likely to be a voice against the long-term nationalization of the U.S. banking system.

As for Mr. Emanuel's famously sharp elbows, they are as likely to be wielded against his fellow Democrats as against Republicans. With Democrats now so dominant, the fiercest fights -- and the ones that really matter -- will take place among Democratic factions in the White House and Capitol Hill. Mr. Emanuel can help Mr. Obama understand when he needs to ignore the pleas of the left and govern from the center.

Obama's Real Opposition

Now that Barack Obama has vanquished John McCain, he faces a much greater foe: Democrats on Capitol Hill. They've humbled the last two Democratic Presidents -- and with their enhanced majorities next year, they'll be out to do it again.

Mr. Obama may appreciate the threat, because yesterday he offered Clinton White House veteran Rahm Emanuel a job as his chief of staff. But even that savvy, relatively sane liberal will have difficulties grappling with the fearsome committee chairmen and liberal interest groups that did so much to sabotage Bill Clinton and Jimmy Carter. Meet the President-elect's real opposition:

David Obey. The Appropriations Chairman wants to slash defense spending as a money grab for more social programs and entitlements. Fellow spender Barney Frank recently added that a military budget cut of 25% was about right. A military crash diet wouldn't leave the funds for the surge in Afghanistan that Mr. Obama advocates, and it's a sure way to hand the national security issue back to the GOP.

Chuck Schumer. The Senate Democrat and his friends are already threatening banks if they don't lend more money instantly under the Troubled Asset Relief Program. Other political masters want to use Tarp to nationalize large swaths of U.S. industry such as the Detroit auto makers or to bail out states like New York that are in debt. If Mr. Obama doesn't want to have to pass a Tarp II, he'll have to say no.

George Miller. Some Democrats are starting to target the tax subsidies for 401(k)s and other private retirement options. Mr. Miller, who heads the House Education and Labor Committee, calls them "a big failure" and recently held a hearing to ponder alternatives, including nationalizing pensions and replacing them with special bonds administered by Social Security. The proposal has also caught the eye of Jim McDermott, who chairs the relevant Ways and Means subcommittee. Mr. Obama won big with his promise of tax cuts for the middle class, which doesn't square with attacks on middle-class nest eggs.

John Conyers. The man running House Judiciary is cheerleading the Europeans who want to indict Bush officials for war crimes. Other Democrats are thinking about hearings and other show trials. This is far from the postpartisan reconciliation that Mr. Obama preaches.

Henry Waxman. With President Bush soon to be out of office, the Californian's team of Inspector Clouseaus at House Oversight won't have any "scandals" left to pursue. The word in Washington is that Mr. Waxman is looking to unseat John Dingell as Chairman of Energy and Commerce, in order to shove aside a global warming moderate. That could pave the way for huge new energy taxes. Voters will punish Mr. Obama if they get hammered every time they fill up the gas tank or buy groceries.

Pete Stark. The Chairman of a crucial House subcommittee dealing with health care doesn't think Mr. Obama's proposal to significantly federalize the insurance market goes far enough. He wants a single-payer system like Canada's. Mr. Obama may want to strike a deal with Senate Republicans on health care, but Mr. Stark will be pulling him left at every turn.

All of these feudal lords -- and many others -- also come with their own private armies: the interest groups that compose the money and manpower of today's Democratic Party. The American Civil Liberties Union, Human Rights Watch and others on the anti-antiterror left want Mr. Obama to limit the surveillance and other tools that have prevented another terrorist attack on U.S. soil. The Natural Resources Defense Council and Environmental Defense will insist on onerous caps -- that is, taxes -- on coal and other carbon energy. Those won't help Mr. Obama carry Ohio and Indiana again in four years.

The trial bar wants an end to arbitration in disputes in return on its Senate investment, while the National Education Association will try to gut No Child Left Behind accountability standards. And organized labor will insist on a major push to pass "card check," which would end secret-ballot elections for unions. If Mr. Obama wants to mobilize the business community against him while squeezing moderate Democrats, he'll go along with that right from the start.

While many voters may think they've voted for "change" in Mr. Obama, they also handed power to the oldest forces in the Old Democratic Party. Jimmy Carter campaigned as a moderate and outsider, but Congressional liberals quickly ran his budget director, the economic centrist Bert Lance, out of town. Then they overrode Mr. Carter's veto of a pork-barrel water bill. Mr. Carter referred to the tax committees as "ravenous wolves" after they transformed his tax reform into a special-interest bouquet. Next came Reagan.

Bill Clinton also campaigned as a moderate, but in his first two years he was unable to govern as Congress pursued liberal priorities, including a big boost in taxes and spending. Recall Roberta Achtenberg as the scourge of the Boy Scouts and Joycelyn Elders calling for the legalization of drugs? Mr. Clinton chose -- or was forced -- to take up gun control and HillaryCare before welfare reform. Next came Newt Gingrich.

Maybe Mr. Obama has absorbed these lessons, but even if he has he'll have to be tough. The Great Society liberals who dominate Congress are old men in a hurry, and they'll run over the 47-year-old neophyte if he lets them.