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MINI Mistake

I was at my parents’ house when they asked me if I had heard about MINI’s massive recall. Actually, I hadn’t caught the news, hadn’t received an e-mail from MINI nor did I catch it in any of my social media feeds.

When I got home, I easily found an article about the recall:  CLICK HERE

I combed through my e-mails just to make sure that I didn’t miss something or that the significant letter didn’t land in spamville. Curiously, nothing.  I started to get a little worried. So I went hunting online to see what I could find.

On the MINI USA twitter feed, there was ONE tweet that addressed the issue, dated January 18th:

I couldn’t understand why MINI was addressing owners after the news had been posted. I couldn’t find anything on the website and I imagined that the phone lines would be tied up. So I tweeted to MINI hoping for some information:

Much to my surprise, I received a call from MINI about 20 minutes later. They received my tweet, looked my name up and contacted me. The woman on the phone told me that it looked my vehicle would be affected and that they were collecting their information before they sent out letter to owners affected by the recall.  I gave her two suggestions:

1. Put up a page on the website where owners could enter their VIN number to see if their car was affected. If the VIN number was a hit, let them know that an e-mail or official letter would be forthcoming.

2. Send out an e-mail, a letter or post a message on the website acknowledging the recall and letting MINI owners know that correspondence would be arriving soon.

I explained that MINI owners shouldn’t have to learn through third parties that their cars may be a part of a massive recall. That new should have come directly from MINI, well before it went public.

I did give MINI a shoutout for responding to my tweet with a phone call:

Today, February 22, I finally received the “official” letter in the form of an e-mail from MINI of San Diego, where I got my car. It said:

…..

Attention all MINI “S” model owners only

Your vehicle may be involved in a product part update for your auxiliary water pump. Please reply to this email with:

Your Name – and if possible the last 7 of your vehicle identification number [located on the driver’s side lower windshield corner]

please email Terry Zito at: [email protected]

…..

And so I responded with the appropriate information and received another e-mail which said only:

…..
NO OPEN CAMPAIGNS

VIN #######

Your vehicle has no open recalls per MINI data base and OR is equipped with the updated part.

Thank you again for your business

…..

And that was it. No “Dear Shanna” no signature, no personalization or possibility to exceed my expectations.  So I decided to call the ASK MINI number which was previously tweeted. A man answered this time and I explained the chain of events. I told him that I was confused because the woman I spoke with previously had told me that “it looks like your vehicle is affected.” He asked me who I spoke with (the one time I didn’t actually jot down a name!) because there was “no record of the call” and that my vehicle VIN number was definitely not part of the recall. He then asked me, “How many miles do you have on your vehicle?” And when I told him, he said, “That’s about the same you told us in the last call.”  So I told him, “When I called MINI the last time, that was the first time I called. And the woman I spoke with also asked me for the mileage on my car. So if that is the case, how do you know that that was the mileage I reported in the last call if you have no record of my phone call?”  He was clearly embarrassed and then made the excuse that he was confused.  I ended by telling him that the communication from MINI has been less than stellar, and that as a MINI owner, I simply want to understand if my car has been affected. I also explained that I am not the one who should have to seek out the information, but that MINI should be overly accommodating and make it as easy as possible for owners to get information.

As much as I love my MINI, this episode was thoroughly disappointing. Not only did they not deliver what they promise, but the lack of communication and the strange manner in which they quietly handled this… it’s just not in-line with their brand.  It’s a good lesson for other brands.  Sometimes things happen that are unfortunate. Sometimes mistakes happen.  But if you are a solid brand, you own up to it, and take responsibility for the situation. You can actually take advantage of the situation to deliver your core values and strengthen your brand.

Have you ever had an experience where a brand that you love falls short of your expectations? How did your opinion of that brand change?

 

 

 

 

 

 

Aspire to Inspire

Winslow_Kellen1_Chargers_vs_Dolphins_display_image

As many of you have witnessed from my social media updates, I am a huge football fan.  I became a fan of football, of the San Diego Chargers, when I was ten years old.  I remember my dad watching a game and whichever team was on offense kept running the ball.  This to me looked like men lining up, the QB shouting and then all the men piling on the guy with the ball.  I had to ask my dad, “What is the point of this game?”  Through several Sunday lessons, I found a sport and a team which I loved to watch and cheer for.

The following season, my family started attending the Chargers pre-season training camps. They were held at the UCSD campus, a casual atmosphere.  Once the practice was over, the players made themselves available for autographs and pictures, and friendly chats with young fans like me.  While I loved shaking hands with Dan Fouts and taking pictures with cutie pie Rolf Benirschke, it was Kellen Winslow who stole my heart.  Kellen would not stand in the line of players edging toward the exit, but would sit on the grass and wait for us kids to come and join him.  From there, he would talk to us, shake our hands, ask us our names and talk to us about football, about school, about life.  He was the coolest of the cool.  To this day, I still rave how much I love him and revere him as my all-time favorite player.  His talent on the field is unquestionable.  But it was those moments on the grass which deepened my admiration for him as a man and teacher, and cemented my love for the game of football.

My friend and client, Mimi Donaldson is a professional keynote speaker and also a football fanatic.  She recently wrote the book, Necessary Roughness: New Rules for the Contact Sport of Life.  She is brilliant at relating the game of football to business strategies and life lessons.  Amidst a busy schedule of speaking, Mimi met Chrissy Carew who is also an author of a football-themed book called The Insightful Player: Football Pros Lead a Bold Movement of Hope.  Mimi’s book has 32 chapters to honor each team. Chrissy’s book profiles 32 players (current, retired or HOF). An immediate friendship and business collaboration was formed.  Chrissy’s book recently landed in my mailbox. And apart from being excited to read the profiles of greats like Roger Staubach and current dynamo Antonio Garay of the San Diego Chargers, I noticed that the foreword was written by the CBS Sportscaster, and long-time host of CBS’s “The NFL Today” James Brown.  I jumped right in.

In my many years as a host of CBS’s “The NFL Today” and other sports shows, I’ve met thousands of professional athletes, a substantial number whom have been football players.  Many NFL players have inspired me with their insights, humility, sense of spirituality, and their altruism. Others were more focused on superficial pursuits.

I often ask the question – what’s the difference between these two kinds of players?  Why do some men in the NFL recognize their potential for not just playing a great game, or even winning a Super Bowl ring, but using their global platform to inspire their many fans, especially the youngest, on to personal greatness? Showing kids that hard work and constant practice can turn you into a fine linebacker is a good thing.  Demonstrating that a strong set of ethics and values, along with character and a healthy dose of humility, will pave the way to a meaningful life is undeniably even more important.

JB’s insightful comments, which do not end with these two paragraphs, speak to the heart of my work and the vision of Beaming Bohemian.  I am working with university athletic departments  to educate, enable and empower student athletes to build their personal brand so they may move forward in life with high aspirations, a reason to share knowledge, and a deep desire to inspire others (also graduate as loyal alumni).   Athletic departments build a stronger brand by supporting and promoting their athletes, encouraging social network use, and benefit by expanding donor base via student networks.

I have also communicated similar concepts to the San Diego Chargers, because I believe there are a host of wonderful players on the team, like Antonio Garay, who would do well by sharing their stories with our community and connecting with fans online.  All teams in the NFL could take advantage of this strategy, for that matter.  Beaming Bohemian motivates individual players and the team to recognize their full potential for social good.  I’d like players and their team to develop the attitude of the great Kellen Winslow. Imagine the amount of memorable moments just waiting to be realized and how many young hearts could capture that positive attitude and winning spirit.  Modern media allows us instant connections, public conversations and direct access to all fans. Through these mediums, opportunities online and in real life are abundant for creating those golden moments reminiscent of a great hero of the game sitting on the grass to spend time with the youngest and most impressionable fans.

 

The image I’ve included in this post is borrowed from bleacherreport.net. Anyone who knows football knows that this photo was taken at the end of the San Diego vs. Miami game in January 1982, otherwise known as “The Epic in Miami” where San Diego won 41 to 38 in overtime. The Epic in Miami is often referred to as one of the greatest games ever played. Winslow caught a playoff record 13 passes for 166 yards and a touchdown, while also blocking a field goal with seconds remaining to send the game to overtime in one of the greatest single player efforts in NFL history. What made Winslow’s performance all the more memorable was the fact that during the game he was treated for a pinched nerve in his shoulder, dehydration, severe cramps, and received three stitches in his lower lip. After the game, a picture of Winslow being helped off the field by his teammates became an enduring image in NFL Lore. The following week was also legendary as the Chargers were defeated by the Cincinnati Bengals in what has come to be known as the Freezer Bowl.  (Some text from Wikipedia)

 

Quantifying Social Media Management

As a start-up company, I find I am hungry for information pertaining to my business.  There is plenty out there, just waiting to be discovered.  I’ve found articles on marketing, media and communications which range from the very informative to the totally bizarre. Everyone has a method, a tip, a trick and an opinion.

I was delighted to see an ad pop up on Facebook which promoted a free social media seminar.  Goodness knows there is always room for more knowledge on this topic.  And so I decided to sign up to see how the big boys make a presentation, what strategies they offer and also learn how they structure their services.

I was pleased that during a very rapid announcement of facts, figures and trends I followed right along and actually anticipated the direction of the presentation.  I did learn a few helpful bits of advice which I am already implementing in a new client’s project.

At the end of the seminar, we were handed a folder including company information and price sheets.  $4995 per month will buy you a very slick social media management program.  But I had to stop with the outline of what you get in your package.  Example:

30 Posts per month (Twitter and Facebook)

4 Blog Posts

4 re-tweets, re-posts, of industry relevant content

1 optimized press release per month

2 external posts per month

Twitter follow campaign

 

As soon as I read the list I thought, “How can you quantify social media services in this way?”  Surely there is no possible cookie-cutter formula of what makes a successful campaign, so how can a large media firm whip up the perfect batch of posts, tweets and re-tweets? What if there is some major event in my industry that warrants more than 30 posts?  What if I launch two products in the same month, do I still only get that one press release?  And if the industry is posting lots of useful information I’d like to share with my clients, does one re-tweet a week cover it?

While some structure needs to be provided to a client who is outsourcing social media marketing, I just cannot see how following such guidelines lays a foundation for a successful campaign.  Social media is anything but predictable and rigid, nor does it really play by any set of rules. So how is it that some companies feel they can wrangle a strategy down to a one-size fits all formula?

What are your thoughts on this type of packaged program?

 

Awesome all the times

02/04/2012 – UPDATE: Thought I would see if Cody Decker had changed his Twitter profile recently. Answer is yes. Slightly. No improvements, though!

Anti-Hero baseball player in the San Diego Padres Organization. Rarely wrong, often a jerk, always adorable… Burning bridges since 1987…….

Note to Cody: Anti-heroes and jerks are never adorable. Ever.

…….

10/30/2011 – UPDATE: I just saw a Cody Decker tweet and was pleased to see his bio had been changed. That turned to confusion though. Here’s the latest version:

Baseball player in the San Diego Padres Organization. Rarely wrong, often a jerk, always adorable… Burning bridges since 1987…….

Not quite the direction you should be going, dear Cody.  Now you identify yourself as a Padre and  tell your fans that you are a jerk. Good plan! I’m sure the Padres would be pleased.  Oh how I would love to consult this guy on his social media strategy.

…….

Recently, a favorite Tweep recommended to all that we follow @Decker6. The Twitter handle belongs to Cody Decker, a Minor League Baseball player for the parent team,  San Diego Padres.  I looked at the account and read the profile:

I play baseball sometimes….. I’m awesome all the times…… Burning bridges since 1987

My initial reaction was to correct this young man’s grammar and so I tweeted, “I’m awesome all the TIMES?” He needs twitter coaching! RT @friarhood Make sure u r following #Padres hot prospect Cody Decker – @Decker6

I noticed though, as I looked more through his profile and scanned his tweets, that this up and coming athlete really could use social coaching.  It is essential that any athlete, personality or celebrity have a polished approach to their social media strategies.  Once you gain that notoriety, and especially when it’s through an organization like the Padres or the UCLA Bruins before that, there is a code of ethics and greater responsibility to be appropriate.  With a manner like Cody Decker here, he’s more likely to turn potential fans away then gain any decent number of followers with his “I’m so cool and I don’t care what you think” approach (Time of post he’s at a whopping 243 followers). Who wants to follow someone who thinks they are soooo awesome and who admits to burning bridges his whole life?  It sets the stage for lack of conversation, lack of engagement, a lack of the foundation that makes social media successful. One could never expect to have a meaningful exchange with @Decker6 because it’s all about him.

Not only is this approach to the Twitterverse bad for him, but it reflects poorly on the Padres that they would employ such a brazen young player who sports a seriously bad attitude.  That’s what makes @Decker6 and other sports figures ripe for social coaching. I’d love to provide the Padres a social media seminar to help them understand how best to harness the power of social media for good causes, to raise awareness for their sport, their community and favorite charities. I’d love to teach them how to engage their fans, solidify their following and gain new loyal fans.  Sure, personal posts can showcase an individual’s personality, but with a positive spin.  I’m amazed that the Padres wouldn’t put a short leash on this guy and tell him to change his Twitter game.

Beaming Bohemian is happy to sit down with you one-on-one and provide social coaching to help you better understand how to maximize your social media accounts.  There is more out there than just Twitter and Facebook, plenty of other platforms which are just as handy, mobile-friendly and gaining in popularity.  Contact me to set up your social coaching session. In the meantime, I’m knocking on the Padres door to see if we can’t arrange a coaching session of a different kind!

 

 

Social Media Report

Some people just don’t get social media.  And that’s ok, because the format is constantly evolving and changing and those of us who are enthusiastic participants like to try new ideas and see what sticks. But when you are attempting to make an authoritative report on the effectiveness of social media and purchase power, you probably better have a faint clue how social media works, and perhaps an inkling of how much power the medium has when used effectively.

THE PURCHASE PATH OF ONLINE BUYERS For eBusiness & Channel Strategy Professionals was released today by Forrester Research in cooperation with GSI Commerce.  The report comes to the conclusion that “The truth is that social tactics were largely ineffective in driving sales.”

I’m surprised that this report is receiving the attention that it is, given how flawed the reporting methods are. A few missed details with this report.

1.  Social Media

The report fails to answer some key questions. Namely: What social media outlets were engaged?  What messages were posted? How often were sites updated? Did retailers respond to mentions or did they ignore customer contacts? Did all 15 of the retailers use social media in the same exact manner, or was there a vast difference in tactics?

2. Timing

The report says, “Data was captured from November 12, 2010 to December 20, 2010. Thanksgiving weekend data was captured from 12 a.m. on November 25, 2010, through 11:59 p.m. on November 28, 2010. Cyber Monday data was captured on November 29, 2010. ”

So on November 12th, 18th, December 3rd and 13th for example, what time was the data captured? Was the data not being captured 24/7 between 11/12/2010 and 12/20/2010?  What reasoning was behind the choice of that time period (other than measuring effect on holidays sales)?  Is this a sufficient time period to determine effectiveness? Were social media updates being posted between working hours only or throughout a 24 hour period? Were messages posted every day?

3. Collection

The report offers measurement as “social media alone” as a touchpoint prior to purchase and focuses on the ineffectiveness of social media. If Forrester actually understood social media, they would understand that a well planned online marketing strategy would never consider social media alone, but a smart combination of online tactics. I don’t think any of us who are in the habit of helping businesses use social media would ever recommend a social media alone strategy, but would certainly insist that a no social media policy would in fact negatively impact sales as well as brand image and customer retention.

Clearly this report raises more questions than it provides answers.  And the few findings that are stated are so far off the mark, it’s laughable.  In fact, I would call it ineffective in driving social media strategies.

 

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