I was fortunate to meet Yanique Shaw, a Marketing student at Salem State College, at a recent Boston Media Leaders event, and she invited me to meet with her PRSSA chapter at her school, led by Professor of Communications Robert Brown, Ph.D. Here is what we discussed at our meeting on-campus this week. I think you’ll find it uplifting.
Content, Community, Commerce… in that order
First, we discussed the linkages between Content and Community, then Community to Commerce. Anybody drinking the HubSpot koolaid (like me) recognizes and endorses that mantra. (The folks at HubSpot are, if nothing else, infectious and clear in their branding and engagement model). Proof: some members of this PRSSA chapter recognize the HubSpot brand.
Each member of the group was able to come up pretty quickly with examples of how content builds community, and how absence of content makes it difficult to build community.
Example: One student who works at a nearby coffee shop remarked that she is able to better serve those customers whom she sees more frequently. Becoming familiar with customer preferences enables her to make appealing suggestions. She even came up with a unique beverage recipe for one particular client by combining available store ingredients. How cool is that? Now her loyal customer will only let her serve him and his kids. Can you pick out the content and community – and subsequent commerce – elements here? How likely would you accept an experimental recipe sample – let alone buy it – if you were in a new coffee shop with a barista you’d never met? Granted, some like me might take that gamble, but can we agree that this student’s trust relationship with a loyal customer increased that likelihood?
Just as our one-hour campus meeting raced by much too quickly, I too have to abbreviate here. If time permits later, I’ll update this blog entry with more discussion examples. Everybody had examples to contribute. Alex, Luis, Ashley, Karrina, thanks!
Obsessing About Data
Joseph Wanamaker, the department store magnate, is credited with commenting that he always knew half of his advertising dollars were being wasted, but he never knew which half. Like the buggy whip, that bromide has had its day. Every mouse click is data, available for analysis. The PRSSA group confessed lack of MS Excel chops. My advice: get some. You may not like the drudgery, but every job has it, and if you re-frame it as sleuthing for clues, you’ll appreciate how your discoveries help your organization improve.
The PRSSA group readily volunteered knowledge about tools like Google Analytics. We also went on to discuss tools like Grader.com, useful for comparing your business site’s performace to empirical measures as well as competitors’ performance – both extremely useful business guidance, and very helpful when making the business case for improving your online customer experience. We also looked at ways to use inbound marketing technology like Eloqua to more precisely guide the buyer’s journey through a considered purchase while continuing to cultivate relationships with early stage evaluators of your product or service.
This behind-the-scenes experience management practice all came across as a bit spooky and manipulative to a few folks, but we quickly turned the corner and recognized that obsessing over your data is indispensable in helping you focus your organization’s resources on improving customer service.
In parting, the group invited me to join their online Wiggio collaboration community, so we could keep in touch about relevant matters. Done! To my new friends at SSC PRSSA: good luck with your Bellringer Award entry!
Upshot: there is hope for the future, and it thrives at Salem State College. Thanks a bunch, Dr. Brown et. al., for your hospitality.
How has your college experience prepared you (or not) for the challenges of a Marketing or Public Relations career? What new realities do you face? Love to hear your comments.
Subscribe to get blog updates via the Subscribe box (above right) .
Share this post with others via the Share link (above right).