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My Secret Love Affair With a Reusable Coupon

OK, There is this little secret love affair that I’ve been withholding from you. It all started with an innocent visit to my mailbox in late September which included a mailing with the pictured reusuable coupon for a free bagel from Einstein’s Bagels every Friday before 11AM. Each week since then this coupon has been a gateway to sesame bagels, onion bagels, garlic bagels, pumpernickel bagels and exotic new flavors such as Honey Whole Wheat! Then the seasonal pumpkin bagel arrived which was a nice change of pace. In a year that has likely been the most challenging in my life (and for almost everyone else I know too) since 2002 in the economic aftermath of 9/11/2001, the unconditional and consistent love of experiencing and sampling these bagels each week this Fall has been quite the welcome treat!
My Secret Love Affair With a Reusable Coupon

The relationship probably works so well because it is really simple and low maintenance, I need to take the coupon to my local Einstein Bros Bagels location prior to 11AM each Friday to experience a freshly made bagel.  But rather than a one time only usage, the coupon remains with me after experiencing the bagel. It sits on my counter. Quietly. Yet I see it several times a week. And I admit to thinking about it more often than that.

So why do I like this reusuable coupon so passionately?

  • It Allows Me To Experience The Actual Current Attributes of The Brand – This is critical! It’s a unique piece of marketing in that regard alone as experiencing the attributes of the brand is what it’s all about!
  • It Brings Unique Warmth That Builds A Relationship – The reusable coupon’s giving nature allows one to fell warm and fuzzy about the experience.
  • It Gives Me Something To Look Forward To Each Week – This is pretty obvious. Heck this blog post is being written on a Tuesday!
  • It Is Habit Forming – Getting in the habit of going to Einstein Bros Bagels each Friday would be unimagiable in any other way.
  • It Encourages Risk Taking / Trying New Things – I likely would not have tried the Honey Whole Wheat Bagel had I not be incentives for a free trial of it’s attributes.
  • It Serves as a Model to Mobile Marketing Pioneers – Image time windows where merchants provide deals everywhere and scan your phone in some way to create mesaurability of Word of Mouth and other types of unique marketing offers. The possibilities and combinations are endless. Get beyond the DNA of purely outbound marketing and into inbound and word of mouth possibilities.

All of the above are positive attributes that I am quite fond of and appreciate greatly in engaging marketing that builds affinity for experiencing a brand’s attributes. I love this kind of marketing!

So the coupon expires on 11/27, will my love affair with the coupon will certainly come to an end, but will I keep it a drawer like an aging love letter? Don’t know yet. What I do know is we should reward innovative and effective marketing of this nature as it’s a great pleasure to interact with when compared to non-relevant outbound marketing messages that are still too often the norm.

It would be interesting to see the vibe of this coupon applied to their website design, as according to Compete.com the top 5 search entry terms to the site are currently branded search terms and account for ~60% of the site traffic currently and the word Bagel is not in the title tag of the homepage.  Hopefully the online experience will one day rival the vibe that was created by the reusable coupon that sparked my secret love affair…

Companies should have that goal to create a passionate love affair with their customers. Applications for love affairs with me are currently being accepted…

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Twitter, Revenue Models and Venture Capital

I love it when Michael Arrington takes off the here’s the tech of the day hat, takes the gloves off and talks about the real issues (more, more!), like he did that today with his post Twitter and The Revenue Dilemma. I wrote about potential business models for Twitter about a year ago, it generated a nice phone call from a venture capitalist, but not Twitter itself. Perhaps that will change now that Dick Costolo is COO of Twitter? Time will tell.

Michael clearly lays out the valuation issues with a situation like this.  My issue is that startups need to discover and map their potential data and revenue models before launching much more than they currently do so that it is incorporated into the user value proposition so that users don’t get rubbed the wrong way when large, seemingly random terms of service and/or privacy changes take place (and I’m not picking on Twitter, I’m pointing out an issue to the startup community at large). I’m not saying they should necessarily implement them on day one – Michael’s post points out why based on the way the world  currently does business cases.

If greater thinking through of revenue and data models is to occur, it can only happen if sites like TechCrunch and folks in venture capital demand that as the price of entering the game. I’m not going to name names, but there is evidence that some types of investors work off of the 1999 model, this guy has been successful in a startup before or he was a strong player in one and all too often emotional investments take place rather than ones based on the merits of the idea. There are regional variances to this of course and this is not the case in certain locations. I get exposed to some great ideas and business plans.  I’m currently in touch with a few very well thought out ideas with serious revenue models and they aren’t getting the investment checks written because they are serious non-sexy B2B businesses or they are well thought out B2C plays and they get push back on things like adoption. The behavior Michael described will not change until investors and to a lesser extent technology press put people’s feet to the fire on these issues prior to A rounds being granted. Bill Hartzer said it in his comment on Michael’s post:

“Sure, Twitter costs plenty (lots of money) to run. It’s a money pit, actually. And it appears that they don’t have a revenue stream (yet).

When are the VCs going to realize that they need to dump money into startups that are actually profitable?”

I think Bill meant “workable revenue model” instead of profitable as if they are profitable they rarely need growth capital, but his direction aligns with my views – have a well thought out business and data model. I’m not against freemium, but you need to be able to add features that people are willing to pay for and have a clear plan to succeed. To do this you need a management team that is customer focused and has the right balance of business and tech folks – too much of either and you’ve got a real problem.

So what are your views on how this should evolve? The dot com boom was focused too much on valuations, the web 2.0 boom was focused too much on tech and not enough on business models. Are we close to finally getting the balance right in the next few years? The net is still young, it’s not mature, new rules and breakthroughs will come but only if we move past legacy dogma…

Make sure you go back and read the comments on that post, it contains some really interesting ideas for you to ponder, I’m not  going to point out which ones are the best right now though as I have to run to a client meeting.

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No Amount Of Paid Lobbyist Dollars Can Prevent Content Revolution

Brian Solis checked in with a guest post on TechCrunch this morning regarding the disclosure debate.

To be clear, it’s a thoughtful post and I don’t disagree with anything materially in what was said. So why write about this? I find the entire conversation to be 100% completely unnecessary.

First a story. When I was a teenager, I saw in ad in the back of a magazine, it stated to send $1 and a self addressed stamped envelope (SASE) to receive information on a tried and proven money making business strategy. It sounded good so I sent it in. A few weeks later I got a my envelope in the mail. It contained a small note that contained a message like this:

A proven way to make money:

– Open a post office box

– Place a small ad in the back of a magazine asking for $1 and a SASE to “learn a proven way to make money”

– Put your $1 bills in the bank and send notes like this one

Yes, I was scammed. But being scammed was an important event in making me a more careful and better consumer. I learned. It was necessary for me to grow. Did the magazine know the ad was a scam? Probably. Did that stop them from publishing it? No. Consumers need to judge each situation for themselves based on the data available and make the best decision.

So Dave why is this potential FTC regulation unnecessary (and possibly quite harmful)?

  1. The content revolution is not well enough defined to regulate it – It’s changing all of the time, if businesses and individuals still have trouble understanding it’s implications on our society. How can a group of elder statespeople in our government know what is right? Simple answer. They can’t. As traditional media loses relevancy/power content will increasingly be created by the masses. It’s a simple fact. Get used to it, in the long run, it may actually lead to the removal of the abuse of monopoly power.
  2. Traditional advertising is not generally marked in the manner the FTC is suggesting – When you watch TV, ADVERTISING is not in giant letters on the commercial during the program is it? No. It’s not on outdoor billboards. It’s not in newspapers, magazines or the majority of web site banner ads. Why? Because it’s obvious to those who look closely. Creating a double standard here is just plain silly and it’s insulting to people’s intelligence.
  3. Previous FTC measures have proven to be massive failures – The FTC instituted the Do Not Call List Registry and the CAN-SPAM  Act several years ago. Yet I get numerous unsolicited commercial calls to numbers I’ve registered on the list. I get tons of spam from email lists that I have NEVER signed up for on a daily basis. Regulation without enforcement results in selective usage of the law. This is not good and can be abused on both sides. The FTC has a proven history of failure and should go fix it’s previous messes before creating unnecessary new ones.
  4. Social media platforms should do everything possible to prevent fraudulent usages – I see tons of fraudulent Twitter users emerging daily. Twitter should be creating validation of each and every user which would lead to an immediate reduction in questionable activity. Why aren’t they? Because it would put holes and raise questions about Twitter’s “growth story” and that with no revenue model in sight would lead to lower valuations and less money being pumped into the company. Twitter has a responsibility here and I don’t see it doing everything it can to eliminate questionable activity on the platforms. If the social media platforms acted responsibly – unnecessary legislation could be avoided.
  5. The traditional advertising industry is apparently using lobby influence dollars to try to maintain it’s declining monopoly power via regulation – Content is taking over the economy as search allows people to find it and social media networks allow it’s distribution.  This is similar to how the printing press once revolutionized content distribution. We are living in something like this again now.  Yes there will be pain. But regulations in the middle of the content revolution will hinder commerce and slow the process of replacing business models that are no longer highly relevant. Do we legislate against fuel efficient vehicles in favor of gas guzzlers? No, of course we don’t – why create unnecessary legislation that harms new forms of efficiency? yes, this really is this unnecessary. 
  6. “All Marketers Are Liars” – This famous book by Seth Godin indicates that deceptive advertising has always been a part of society and likely always will be. This is NOT new. Don’t we respect people enough to make their own judgments? I do. Why then act like it’s new? It’s not.

Look at the facts of history, the proposed FTC regulations will solve nothing and do nothing besides place a greater burden on commerce in an already struggling economy. We can prevent this grave mistake. Now let’s go do it.

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Latency, Spam, Memory Leaks – Google What Are Ya Doing To Me Pal?

The following was reported today on the website Data Center Knowledge:

“It’s clear that latency really does matter to users,” said Mayer, the VP of Search and User Experience at Google and today’s keynote speaker at the O’Reilly Velocity Conference.

Do ya really think so Marissa? Having unnecessary captchas, massive memory leaks in gmail, outbound gmail that gets improperly classified as spam, adding SMS features to Google Voice with no instructions on how to turn them off in the email – that does matter. You’re absolutely right, Marissa! But my question is what are you doing about it?

This message appears on my screen several times a week, nobody at Google (and I’ve let several people know, can get to the root cause to fix it), financial analysts should be modeling the revenue loss. I’m tired of sorry, I’d like to see a permanent fix:

We’re sorry…

… but your query looks similar to automated requests from a computer virus or spyware application. To protect our users, we can’t process your request right now.

We’ll restore your access as quickly as possible, so try again soon. In the meantime, if you suspect that your computer or network has been infected, you might want to run a virus checker or spyware remover to make sure that your systems are free of viruses and other spurious software.

If you’re continually receiving this error, you may be able to resolve the problem by deleting your Google cookie and revisiting Google. For browser-specific instructions, please consult your browser’s online support center.

If your entire network is affected, more information is available in the Google Web Search Help Center.

We apologize for the inconvenience, and hope we’ll see you again on Google.

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Microsoft’s Shocking Click Fraud Lawsuit (Microsoft v. Lam, et. al.)

With the recent launch of Bing, Microsoft has been making alot of promotional fanfare. That was expected.

Seemingly almost out of nowhere, after several years of being virtually invisible to the public, click fraud appeared on the pages of the New York Times and Microsoft took on the role of being the white hat with the filing of a unique lawsuit.

Whether the timing shortly after the launch of Bing is on purpose or not, this is a highly important event.  Time may one day look back at this first of it’s kind event as the most single important action Microsoft has ever taken in the battle with other search engines.

Tim Cranton, Microsoft’s Associate General Counsel, wrote a post about the lawsuit on the Microsoft on the Issues blog, entitled (DEAD URL + http://microsoftontheissues.com/cs/blogs/mscorp/archive/2009/06/15/using-enforcement-to-crack-down-on-click-fraud.aspx”) “Using Enforcement to Crack Down on ‘Click Fraud'”, Cranton stated:

Once we became aware of the click fraud attacks we quickly took action to address any impact on advertisers and to enhance safeguards to further protect our network.  Today’s suit seeks an injunction to help stop this activity and to recover damages.

As I’ve stated on this blog before, the Internet is all about trust. If Microsoft can build trust by taking these actions, that is outstanding. Over time, the question is this, “Will Microsoft will be able to take trust away from other search engines regarding this issue?”

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BMA B2B Marketing Conference, Google’s Sam Sebastian, Director, Local & B2B Markets

Sam announced in a public forum for the first time that I’ve seen search as a leading economic indicator. I have long dreamed of this prospect from the moment I first saw Google and combined it with my previous background in instituational financial services. I’m excited about this development and would like to openly ask Google when the content that Sam shared this morning will be available publicly for use on Google Trends?

Highlights:
Google’s data can now predict home sales and home sales numbers with search numbers.

The data can be correlated with stock prices at this time.

B2B search terms are growing. Conversions are bouncing back in Q2 2009!

Research, online and offline, big company c-suite, SMB and government sectors.

Commentary: First a note about the c-suite portion of the survey, I have concerns about an offline study asking senior executives about actions used for decisions being accurate. Or worse assuming the numbers were generated from search itself when it wasn’t. Executives might answer what they think is the best practice, even if they don’t do it to appear competent. I know of Fortune 500 CEO’s who still have their emails printed, so I have doubts about the number actually being this high. I’d love for this data to be 100% correct more than anyone, I really would, but I have concerns.

First findings form the C-Suite:

– 73% of the C-suite is using the Internet for information verification and vendor selection.

– 92% Internet exceeding, 87% at-work contacts for referrals.

– 64% of C-level executives conduct 6 or more searches per day to locate business information.

Video and podcast content usage is growing in importance.

Small and medium size businesses:

77% of business owners use search to find suppliers.

Half are using blogs and social media sites in some form in their business.

Government:

Searches are way up on stimulus, energy, health care and related issues.

Huge impact of search results, with just an Adwords ad:

28% Brand Association

36% Message Recall

Commentary:  I’d live to see an example with a smaller, lesser known B2B example.

With both a top organic and Adwords listing, incremental increases are significant

53% Engagement

43% Message Recall

63% Brand Association

Commentary: Sam Did not provide data on organic listings alone. I’d love to see if this was higher of lower than the Adwords ad alone.

“Mobile Search Growing Rapidly” Start testing…(audience did not react much)

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Recap: Speaking at WordCamp Chicago 2009

Truly an outstanding weekend! Thanks again to Brain Gardner and Lisa Sabin-Wilson for organizing an outstanding event event! Other than venue issues with Wifi access, it went as smooth as glass.

It was also nice to meet Matt Mullenweg and Jim Turner in person for the first time.  Having all of my great friend from the Chicago SEO friendly meetup group was awesome as well.

It was fun to be part of a late afternoon speaking trio that put myself in between Kevin Palmer and Micah Baldwin. My talk was about the lessons of social media and search engine marketing measurement and how the driver is truly becoming web analytics management consulting to determine the proper course of action in the content strategy revolution. On your domain and blog you own your terms of service, on a social network you do not – this has major implications that need to be considered deciding what is the right path for your content. The talk got some nice reactions both offline and online…

wordcamp-windycitysocial

All in all, it was an outstanding weekend and I made some great new friends.  I’m looking forward to Wordcamp Chicago 2010!