disrupting expectation + topicality
January 11, 2009
Burger King launches a new campaign on Facebook: you de-friend ten people to claim your free whopper. As they put it on the promotional web site: “You like your friends, but you love a whopper”
This works because it has Conversational Capital. Its playfully harsh approach disrupts the expectation we have of campaigns on Facebook: We are so used to Facebook applications asking us to spam our friends, that being asked to actually remove friends really shocks the system.
Also, this campaign comes at the right time. Topicality is essential to conversation – something that major brands often struggle with if they use 6-9 month processes to create campaigns. But this campaign taps into a trend for reducing and simplifying the friends lists that have got frankly out of hand:
“Social graph shrinkage: Sure, the total population of social media users will continue to grow but with the rise of mososo and a resurgence of in person networking, many consumers will scale back on both the number of accounts they maintain AND their number of so-called “friends” and “followers.” We’ll start using online social platforms to stay connected with the people we actually know and care about. Suddenly, being Facebook friends with your mom will seem less ridiculous than following 4,000 strangers on Twitter.” Greg Verdino, in Peter Kim’s Social Media Predictions 2009
Amen to that.
Filed in Uncategorized
Tags: burger king, campaigns, conversational capital, disrupted expectations, facebook, media, social
WOM attracts more valuable customers
January 11, 2009
A recent study suggests that the lifetime value of customers acquired via WOM can be over twice as high as those acquired from general marketing methods. (executive summary of the study is available here)
Although acquisition via direct offers or other short-term sales tactics may be more immediately effective and certainly easier to attribute with current tracking mechanics, it often brings in customers who have no intention to stick around: simply put, they go where the next offer is.
The difficulty is that generating positive WOM is more than chatting up some influential bloggers. It is an entire philosophy touching everything from Service Quality and Customer Service, through to creating truly engaging marketing programs that aim to delight customers at every opporunity.
Proving ROI of Word of Mouth activities is notoriously difficult. But at the very least, using one of the imperfect tools that measure positive WOM and customer advocacy as a success metric makes sense, as it drives the organization to do the types of activities that acquire more valuable customers.
