Brands are really just a fancy way to talk about a compilation of your customers’ experiences with your business. These customers experience brands a lot of different ways.

As customers’ interactions with companies (brands) are increasingly online, shouldn’t we shift our focus? Why do we still believe traditional marketers should control branding? Why are we afraid to put branding power in the hands of the digitally-driven folks? After all, for many current and future customers, your website is your brand. It’s the hub, the driving force behind all of the experiences customers have with your company. People are spending as much or more time online as they are watching TV these days – and that’s not just the teens and 20-somethings. Digital is already driving brands, whether we choose to acknowledge it or not.

Online-only businesses are obvious examples, but increasingly, traditional brick and mortar and B-to-B businesses are reaping benefits – and raking in sales – by creating digitally-driven brands.

Let’s review a familiar example: Best Buy. They’re still an electronics store with lots of semi-annoying helpers in blue. The face-to-face experience will never go away. It’s just enhanced by a bevy of online communication tools.

For example, customers can reserve products online (on a phone or a computer) and pick them up in stores.

Once they take products home, they can talk in real-time to Best Buy’s customer service folks through Twelpforce, a group of 2,200 Best Buy employees who answer customers’ questions and solve issues via Twitter.

If customers come up with grand ideas that would make their experiences better (a key component of branding), they can share them at Best Buy’s IdeaX.

Best Buy has tackled everything from creating a streamlined mobile site to customer and employee forums, blogs, and Facebook applications on their fan page. They’re all over digital branding. In other words, they create positive customer experiences through the tools, accessibility and information they provide online.

Now, I know you’re thinking: well of course she believes in digital branding…she works at a digital agency! And that’s fair. As an early adopter and digital marketing geek, it’s easy to see why I’d be a proponent. But there are plenty of people backing me up these days. And there is plenty of new research that supports the theory. An example? How about this Razorfish report about digital experiences driving brands. I think you might like it.

Slide 8 is my favorite:

• 65% of consumers have had a digital experience change their opinion about a brand.
• 97% of consumers say their digital experience influenced whether or not they eventually purchased a product or service from that brand.
  

So tell me: how do your customers experience your brand in this Digital Age?

Miranda McCage is an Associate Digital Strategist at MediaSauce. She’d like to hear about how you’re developing a brand with digital. Contact Miranda at 317-284-5683, on Twitter @mirandamccage or email her at miranda.mccage@mediasauce.com.

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Launching your company’s social media presence is a big step – both in terms of shifting to a more engaging and customer-centric marketing approach, and because of the resources you’ll need to dedicate to make it succeed.

As a strategist at MediaSauce, I’m often charged with helping clients launch their social media initiatives. I’ve found that the most challenging thing for most marketers isn’t learning how to use new tools. It’s knowing how to get digitally organized.

Time management, baby.

Now, I should clarify. These tips are for businesses. If you want to spend 5 hours checking out your old high school friends’ family photos, by all means, feel free. Your time, your dime! more

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I was very glad to represent MediaSauce at Mashable’s Social Good Conference and present our formal case study on the Pledge to End Hunger. It was inspiring to learn and share with such a great collection smart and talented people.

If you want the case study, you can download it here. Here’s the slide deck I shared during my time on stage:

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This post was published simultaneously on http://rallythecause.com. To view the discussion it generated there, feel free to jump over there after you finish reading the post.

Two Things You Need to Learn from this Post:

1. Character is at your core, image & brand are what you project to others, and reputation is how others perceive you. While you can control the first two, you cannot control the third.
2. The human mind is continually seeking to identify discrepancies between what others say they are and what they actually are. If the image you project is different than your character, the gap between the two will buckle and collapse under scrutiny.

more

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I recently spoke at Indiana Construction Roundtable and SMPS – Society for Marketing Professionals first joint seminar on “Social Media are Internet tools used for sharing and discussing information. Sites such as Facebook and Twitter help connect like-minded people, companies, and associations.”  They did a fairly quick interview with me that I would like to share with you.

I used a lot of my recent ISBDC conference information and you can check all those facts over here – stuff like Facebook being up 700% and how communication has risen 18% in overall time online.  Those are big numbers. more

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I get lots of questions about how I personally use social networks to market MediaSauce and myself.

And to tell you the truth, sometimes I think I know the answer to this question and sometimes I feel like I don’t.

Has any of my contacts through Linkedin, Facebook or Twitter generated business for MediaSauce.  Well, sort of.  But maybe it’s not the kind of direct correlation that advertising and marketing delivers.  Or that we think advertising and marketing deliver.

You see, you can’t argue with the facts.  Lots and lots of people are using these platforms.  The increase in usage is tremendous.

Facebook is up 700% in time spent and has over 200 million users – over 100 million unique visitors last month.

Linkedin is up 69% in time spent and has over 41 million users – over 12 million unique visitors last month.

And finally, Twitter, the marketing buzz word for the first six months of this year, is up a whooping 3700% increase in time spent and has over 32 million users – over 19 million unique visitors last month.  This is all from Nielsen, if you think I’m making it up.

more

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Last week, I had the pleasure of presenting a half-day workshop entitled “Social Media for Cause Marketers” at the 2009 Cause Marketing Forum.  We had a full house partake in this fast moving, high energy workshop. I was very pleased with the audience participation and the solid exchange of ideas.

The highlight of the program was the lively breakdown of five case studies, which starts on slide 99.  The final one (starting on slide 115) was a behind-the-scenes view of www.pledgetoendhunger.com, which includes various analytics and measurements.

All of the slides I presented are included here.  The remaining slides were from the four companies sponsoring the workshop and can be found via www.causemarketingforum.com.

If you attended, what did you think? If you didn’t, what are your questions and thoughts?

Find me on Twitter:
@scottyhendo

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Two Things You Need to Learn From This Post:
1. We will see more and more cause marketing campaigns use social media (for better and for worse).
2. The successful ones will put the cause first and the brand a distant second.

A More Detailed Exploration:
Last Thursday, Ben Kunz from Mediaassociates.com asked me on Twitter:

Do you think @bmorrissey is right? Could SM (social media) cause marketing become SM (social media) pollution?

Ben and I enjoy trading contrarian opinions and I respect his perspective, so I went to check out Brian Morrissey’s post entitled “Here Come the Brand Social Marketing Bribes” about Kraft’s current marketing campaign.
more

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Ford is changing cars and PR

So I got this email last week.

Hi, Don

On Wednesday, May 13, Ford will be stopping in Indianapolis to host a 2010 Ford Fusion Hybrid “open house” starting at 10 a.m. at The Westin Indianapolis, Capital One Room, 50 South Capital Avenue. It’s part of a 2010 Ford Fusion Hybrid cross-country tour – 33 cities over 60 days.

The all-new 2010 Ford Fusion Hybrid is getting a lot of buzz lately. In recent news, the 2010 Ford Fusion Hybrid achieved an astounding 1,445.7 miles on a single tank of gas driving a total of 69 hours. It is the precursor to Ford’s planned line of plug-in hybrid vehicles, which Ford plans to place on the market in 2012.

Speaking at the open house will be Lisa Drake, chief engineer, Ford Sustainable Mobility Technology, to talk about and demonstrate the 2010 Ford Fusion Hybrid including Ford’s state-of-the-art SmartGauge technology. During the presentation Lisa will discuss Ford’s goals to have best-in-class MPG ratings for all vehicles in the Ford lineup as well as new Ford technologies like EcoBoost, which will be available in half a million Ford, Lincoln, and Mercury vehicles over the next five years. She will also touch on the importance of sustainability and working jointly with environmental stakeholders.

Following the presentation, you will then have the opportunity to take the new 2010 Ford Fusion Hybrid for a test drive.

I really hope you can come out and join us. Please let me know, I would love to have your feedback!

Cheers,

Janine

I thought “Wow, this is pretty cool.” I wonder what I’m doing on Wednesday. Crap, I have too much work to do but maybe I can find some time to go.

But here’s the interesting part. I don’t know Janine – we’ve never spoken before. She found me – like many others in cities across the nation – by researching my blog and Twitter feeds. more

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Listen, these technologies are just tools.  Just like your fax machine (if you still have one of those) or your email.

It’s a tool for communication with other people.  When email came out (does anyone remember life without email?), some people embraced it.  But others, you know, struggled, they fought it, but then they finally had to give in.  And, of course, there were those that got confused and accidentally spammed the entire company.  That still happens.  But it doesn’t happen so much anymore.  And what companies do actual training on how to use email?  It’s just a part of life in the office environment and you should know how to use email.

Linkedin, Facebook and Twitter can all be the same thing – even if it isn’t called by these specific brand names in a few years.  Think companies won’t have an internal Facebook for communicating.  Think a Linkedin type tool won’t hold all your business and personal information.  What we are seeing is just the first shots at these tools.  Email has come a long way in a short time.  Don’t think that these tools won’t evolve as well. more

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