As a business community, are we obsessed with return on investment? Is our preoccupation with measuring social media ROI counterproductive?
In this article I look at social media from what might be a novel perspective. I hope to convince you that social media use need not impact the bottom line over the short term, and that our belief that it ought to is impeding our progress.
I expect to provide a few other takeaways as well.
Are Marketing and PR Merging?
I was speaking with Jeffrey Cole, the marketing PR expert behind JJC Communications LLC, an agency using both social media and traditional public relations to achieve clients’ goals. Jeff authors the blog PR 101.
I asked Jeff whether he agreed with me that marketing and public relations were converging. He said he agreed, and that he believed advertising was converging with them as well.
Can You Put a Value on Reputation?
I saw a video and article posted by Chris Boyer, creator of the Hospital Online Marketing Education site on Ning and online marketing consultant at Healthgrades. Chris was discussing social media and the importance of his four R’s:
- Return on investment
Regarding return on investment, Chris pointed out that measuring the ROI of social media was like trying to measure the ROI of a friendship.
I agreed with Chris’ assessment of social media, but let me ask you this question: What about measuring the ROI of your reputation? Could you possibly place a value on your reputation? I say no. Your reputation is invaluable.
Defining PR, the Public Relations Society of America states that PR “helps an organization and its publics adapt mutually to each other.”
The PRSA definition of PR implies relationship, Chris Boyer’s 2nd R of social media. Even the term itself, public relations, suggests relationship. The key word is relations. According to the Council of Public Relations Firms, public relations also:
- “Builds and protects reputations.” Reputation is Chris’ 3rd R.
- “Extends reach, frequency and the message of an advertising campaign.” Reach is Chris’ 1st R.
Marketing tends to revolve around cost per acquisition and ROI. However, public relations relies on softer metrics, and since reputation is invaluable, PR almost never requires ROI justification.
Public relations and social media are a perfect pairing according to Chris’ four R’s.
According to the American Marketing Association, “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”
The key word in this definition is offerings. Nothing is mentioned about reputation, although communicating and exchanging seem to correspond to reach and relationship.
Given marketing’s basic orientation toward advertising offerings, an activity in conflict with social media, and that it tends to revolve around cost per acquisition and return on investment, marketing and social media might be incompatible.
There are marketing-related activities that are obvious exceptions.
Customer Relationship Management
Although customer relationship management and customer service are marketing functions, they differ from marketing conceptually.
CRM and customer service focus on relationships more than offerings and are tracked using soft metrics such as time to answer call, call length, first call resolution, sales, saves, etc.
Many attempts to interact with customers on Twitter and to broadcast limited-time offers to them have been successful.
Selling, according to Wikipedia, is “persuading someone to buy one’s product or service,” i.e., to buy one’s offerings, and relationship is certainly essential for selling success. However, the key word here is persuading.
Social media prospecting, if done well, can open doors which have been closed until now. Perhaps though, the persuading part of selling will go more smoothly if taken offline.
One-to-one selling using business networking sites to make connections is working for many people.
As I said above, marketing almost always requires ROI justification.
There are some marketing efforts that don’t directly increase sales. Big companies can advertise their brands like Coke and Pepsi in order to maintain parity and to create economic barriers to entry into their markets.
These marketing campaigns are brand and reputation centric, and as such the public relations function could presumably conduct the very same campaigns just as effectively.
Social Media Marketing
If social media is largely a public relations tool, then what is social media marketing or social marketing?
Social marketing is web PR as practiced by marketing people who hope (pray?) that their social media outreach will eventually spill over into sales and justify their efforts.
We as marketers find it difficult to admit to ourselves and to others that we’re engaged in PR, but we are.
Do our companies really need more PR?
Marketers have long understood the importance of listening to customers. Today social media facilitates useful dialogue with and understanding of both customers and prospects.
The Long Tail of Social Media
Social media is an investment with a very long tail. The content we create and the relationships we build can continue to bring a return far into the future. The revenue in the ROI equation is the present value of future dividends arising from our social media investment.
Social media used wisely ought to pay off. We can’t yet say exactly how-so nor how-much-so, but we’ll never find out unless we remove the impediment to progress, our obsession with social media ROI.
Keep the faith.. and leave me your comment.
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Let me restate my first law of social networking from my previous post.
Law Number 1: Nobody cares what you say until they know that you care.
Once sombody knows that you care they will listen. However, they will listen with one — and only one — question in mind and that is, “What’s in it for me?”
That’s how people listen. You might say that their favorite radio station is WII-FM, “What’s in it for me?”
If you’re marketing a product or service, just about the worst thing you can do is discuss it’s features. Your listener’s reaction will generally be, “So what?” And that’s not good.
You are much better off talking about benefits than features. Discussing benefits answers in advance the “so what” question.
You will be best off if you can get to know what’s important to each person and discuss only the benefits that are relevant to that person. You will connect with his or her desires in a meaningful way, and your success is likely.
Therefore, when you meet a new person you should focus on learning what’s important to that person. Not only will he feel that you care, he will also relate to you those things that matter most to him — and now my friend you’re on the right track!