Parc Entertainment - A Video Production Company

The other night I was watching a TV show that I had recorded with my DVR. Like many of you, when the show went to a commercial break, I reached for the remote in order to fast-forward. But then, a commercial came on for Domino’s Pizza and I stopped to watch. What intrigued me about this ad was its honesty and transparency. The commercial showed focus groups, wherein customers talked negatively about the quality of Domino’s Pizza. They showed Twitter comments where internet users blasted the food chain for its poor product. But then, through sound bytes from Domino’s executives and chefs, the commercial demonstrated how the company was changing its recipe based on the feedback it received. This particular campaign is a great example of how a company listened and responded to its customers. Then, with honesty and transparency, they acknowledged their shortcomings and vowed to change things for the better. We’ll have to wait and see whether the new pizza recipe changes public opinion, but I think the company has done a good job of managing its public relations.

Our free e-newsletter is distributed every first Monday of the month. Included in each issue is the “Public Parc,” a forum for discussing different topics pertaining to sales, marketing, advertising, and branding. Subscribers to the newsletter and readers of the blog are encouraged to get involved in the discussion by posting their comments here. You can also post your thoughts on Twitter, using the hashtag #PublicParc. Here is this month’s Public Parc discussion:

In this month’s issue we posted an article about E-Consultancy, a company who decided to put a live Twitter feed on their home page to see what people are saying about their brand. Comments are not filtered and may reflect positively or negatively on E-Consultancy. Do you feel that this decision was good or bad for the E-Consultancy brand?

Business owners, freelancers, marketing personnel, public relations officers will at one time or another have to deal with projects and/or products that simply aren’t working right. And clients who have given their time, trust, and money, will be looking to these individuals to correct the situation. They aren’t interested in excuses. They’re interested in solutions. In a previous post I gave out some advice on how to respond to a client’s concerns. Number one on that list was “Respond Promptly,” but in this post I’d like to add one more point to that list - “Be proactive.”

Case in point: I recently signed up with iContact.com to distribute my monthly e-newsletter. A few days ago, I tried to access the site to work on my newsletters, but the site was down. It wasn’t long before an email popped up in my inbox from the CEO of iContact. The company had taken the time to write their customers and explain to everyone what was happening. That email was followed up with others that detailed what went wrong and how their team was correcting the situation. They also used their Twitter account to post real-time updates.

I was thoroughly impressed with the way iContact handled the situation. I’m certain that a potentially disastrous PR scenario was quickly diffused because they took a proactive approach and kept everyone well informed.

If you are responsible for client relations, regardless of your industry, maintaining open and ongoing lines of communication between your company and your clients will reflect positively on your brand.

I first saw this presentation at Doc Yankee’s Marketing Mojo blog. You can also follow Doc Yankee on Twitter. The slide show presentation is from Jay Conrad Levinson and features 90 things you can do to market yourself and your business in low-cost, but creative ways. Some items on the list won’t be for everyone, but I’m sure you will be able to find a lot of useful information.

I was listening to an internet marketing podcast recently and the hosts of the show were discussing how E-Consultancy is using Twitter to join in on public conversations related to their company. Here’s a quick synopsis of E-Consultancy, as stated on their website:

Econsultancy is a community where the world’s digital marketing and ecommerce professionals meet to sharpen their strategy, source suppliers, get quick answers, compare notes, help each other out and discover how to do everything better online.

Founded in 1999, Econsultancy has grown to become the leading source of independent advice and insight on digital marketing and ecommerce.

Our reports, events, online resources and training programmes help our 80,000+ members make better decisions, build business cases, find the best suppliers, look smart in meetings and accelerate their careers.

E-Consultancy searched for what people were saying about them on Twitter and placed a live feed of those tweets right on their home page. And there’s no content filtering, so if there are people out there with negative feelings toward E-Consultancy, those thoughts will show up right on the home page.

Just a few years ago, this practice of exposing potential customers to potentially negative reviews would be a no-no. However, in today’s social media world, this transparency might be refreshing. It demonstrates to the public that this company listens to their customers and strives to be prompt in addressing all concerns. It shows that they are engaged and tuned in to conversations about their brand.

This doesn’t mean that you have to put a live Twitter feed on your home page, but it does illustrate the point that as business owners, we have a responsibility to the people we serve. You need to be engaged in what people are saying about your brand. Listen to them. Respond in a timely manner. And always look for ways to improve your brand.

What are your thoughts about E-Consultancy’s move? Good or bad?

The term “virus” or “viral” has such negative connotations, and usually, for the sake of your health, you want to stay away from any kind of virus. But in the world of online marketing, you want your brand and your campaign to be viral. You want people linking to your content, retweeting your thoughts, embedding your videos. Viral marketing is all about spreading your identity across the web, increasing your exposure to the world.

The premise sounds simple enough: create compelling content that people will be inclined to pass along to others. But devising that content in a blogosphere numbering in the millions is far more tricky. On his blog, Thomas Baekdal shares his “7 Tricks to Viral Web Marketing” and posts several examples of successful campaigns, including a short online film series from BMW, called “The Hire.”

Now, I realize that not all of you have the money to invest in a campaign of this magnitude. Most likely you will need to create a concept that can be repeated quickly with minimal cost. In a post on this blog a few years ago, we discussed the success of the “Will It Blend?” campaign, whose concept could be produced over and over again, with minimal cost.

Take a look at the videos on Baekdal’s site. Maybe that will jump start your creativity as you think of ways to best market your company and services. Feel free to look through our archives for other interesting articles on utilizing video to propel your marketing campaign. And be sure to comment on your favorite viral videos and why you think they’re successful.