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Geoff Livingston - Marketing in the Round

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  • Imagine your organizational structure as a wheel instead of a typical hier- archy. Think of marketing as the hub. The spokes are made up of public relations, advertising, Web, email, social media, corporate communication, search engine optimization, search engine marketing, content, and direct mail. They circle simultaneously. As the hub, your job is to ensure the following goals are achieved: All departments work together, and no single spoke moves into the more comfortable spot of its own silo. The days of one-off campaigns disappear forever. No more email campaign one month, a direct mail campaign the follow- ing month, a big product release complete with publicity the fol- lowing month, so on. Your efforts are around either a series or one annual campaign, completely integrating all disciplines. Integration is not the same message on every platform, but you ’ re using all communication disciplines appropriately, with the correct messages for each. Sales, customer service, engineering/product development, oper- ations, legal, and human resources interact with the marketing round for critical company initiatives. Marketing in the round means the silos must disappear. Forever. All the disciplines must work together, no matter what turf wars or comfort boxes your organization holds dear. Sales, customer service, legal, and human resources need to advise and provide input to the marketing round as the situation demands. Those wars and boxes mean that even though you may be doing a good job of integrating marketing, public relations, and email, the other disciplines are being left out.
  • There are four primary approaches to strategic engagement: direct, top down, the groundswell, and then the campaigns that flank each. Independently or sequenced, the primary approaches form a baseline to approaching marketing strategies. Direct includes email, social media, mobile, and events. The top down (or what we know as traditional PR) includes the kinds of things that create third-party credibility. Events, media relations, communications, and influencer relations. The groundswell most of us are already very familiar with - it ’ s brand monitoring, WOM, communities, ambassadors, content, crowdsourcing, and social media. The middle, top, and bottom approaches are common in traditional adver- tising, social media, public relations, networking, and direct marketing disciplines. But what if there is no loyal customer base? What if media engagement is difficult or negative? What if regulations bar your organiza- tion from talking proactively? What if there ’ s no time or means to use a direct approach? When faced with such obstructions, a communications effort must employ flanking techniques such as advertising, content marketing, or search engine optimization (SEO) as primary tools.
  • Direct mail Email Social Mobile Events
  • Events Media Relations PR Advertising Influencers
  • Brand Monitoring WOMM Brand Ambassadors Communities Content Crowdsourcing Social Media
  • Lockheed (example of gov contractor) ACCA 328 Advertising Guerilla Marketing Events (Marketing & Networking) Trickle up media relations
  • You may have a large marketing team or you may be working alone, but one thing is certain: Your needs won ’ t be the same as anyone else in this room. It ’ s important to map the specific resources you have available, not to wish you had more or imagine what you could do with more. Something that works for any size company and any size marketing team is starting with a zero budget. It allows you to start from scratch, building your plan based on the idea that you have no money to spend. All you have is the time and talents of the people in your marketing round. Using the company ’ s stated goals and vision, determine what the marketing round ’ s objectives are for moving the business forward. Consider every- thing you can do in a full year—without a budget. Then you can add in your budget and prioritize your goals, based on how much they ’ ll cost to execute. In some cases the budget will be people ’ s time (groundswell), and in others it will be hard costs (top down). All of this should be done in the first four meetings of the marketing round. Your meetings should occur at least weekly until you begin to exe- cute. During your marketing round meetings, integration should be a topic of discussion. It also should be included in the full company staff meetings. The more you talk about integration and what it means, the more likely it is to happen. But it ’ s also important that integration includes customers. Your market- ing round should be wrapped around customers ’ buying processes, where they find you, how they engage with you, and how to anticipate their future needs. Select the techniques, approaches, and tactics that are right for your customers, and develop activities that keep them coming—and coming back—to you. To do this, the marketing round should be working with sales and cus- tomer service to develop strong relationships with customers. Ask custom- ers for feedback and really listen to what they have to say. Then incorporate their feedback into your strategies and methods to better integrate them into your system of communication. And you should be prepared to change. The only consistent thing in today ’ s digital world is change, so don ’ t be averse to it. Your marketing- round plan may work really well for 90 days, and then customers may react negatively to something. You ’ ll have to be flexible enough to react in a pos- itive way that keeps customers happy and moves the company closer to its vision. Some things will always work really well, while others may work for only a short time. Don ’ t give in to the “ shiny object ” syndrome; don ’ t ditch an effective tool just to try something new.
  • You can ’ t skip to the end and start measuring before you know what you need to measure, and that ’ s why this topic is so far into this book. You need to build your marketing round, understand where the strengths of your team lie, really break down the silos (which is going to take some time), get your executives onboard, and discover which approaches and tactics you ’ re going to use before you can implement a measurement program. As you do all of those things, though, you can also begin to build your benchmarks and your dashboard. It will take 75 to 90 days to get it right, to understand what you should be measuring, and to know what the right goals are for the campaign, program, or year. Your first benchmark may very well be zero. Or, perhaps you already have some things that are working really well and you want to not only integrate those efforts, but also grow them. CPI Example
  • Contest Structure   The contest structure used gamification to reward nonprofits for certain behaviors, primarily the cultivation of the most donors. Gamification is the use of contest design techniques and mechanics – or prizes – to achieve programmatic objectives and engage audiences. Prizes were given out from a $148,000 award pool that consisted of:   One set of Grand Awards rewarded nonprofits for garnering the most donors A second set of Grand Awards that encouraged nonprofits to raise the most money Awards for small nonprofits with less than $1 million in revenue who garnered the most donors Awards for nonprofits with the most active individual fundraisers who garnered the most donors Golden Tickets, an hourly award, given to nonprofits that successfully garnered the most donors during a series of one hour competitions in the afternoon and evening Five Platinum and Diamond Tickets, also hourly awards, given to nonprofits that garnered the most dollars raised during afternoon and evening hours Snapshot of the Three Organizers for Give to the Max Day: Greater Washington   Community Foundation for the National Capital Region : The mission of The Community Foundation for the National Capital Region is to strengthen the Washington metropolitan region by encouraging and supporting effective giving and by providing leadership on critical issues in our community.   United Way of the National Capital Area : United Way of the National Capital Area helps thousands of people in the District of Columbia, Northern Virginia, and Prince George's and Montgomery Counties improve their lives and their futures.   Razoo: More than an online fundraising platform, Razoo is a movement of people who want to make generosity a part of everyday life.   Capacity Building via Training   The training program treated the giving day as an exercise in best practices. Core elements included using the Razoo giving platform, content best practices, online storytelling, social media strategy, thank yous and donor cultivation. Live events included a training conference with nonprofit social media expert Beth Kanter as the keynote, and a series of seven simplified half-day training “boot camps” in Prince William County, Arlington County, Prince George’s County and Montgomery County.   The in-person events were complemented by a free, comprehensive online nonprofit toolkit. Components included video tutorials, suggested calendars of activity, sample materials, frequently asked questions, logos, and a Twibbon for Facebook and Twitter use.   Marketing and Promotions   The marketing program sought to unify the region ’s citizens and nonprofits in a collective day of action. Washington is a fractured region, which creates a stronger need for collective marketing than would be necessary in a state like Wisconsin or a metropolitan area like Denver, both of which see themselves as holistic geographic regions. Furthermore, marketing was essential to the success of the actual event, forming the backbone of nonprofit participation and donor excitement.   The marketing was broken into two tracks. One was a consumer-focused campaign that sought to unify the metropolitan area and prepare donors to “give to the max.” The second program was to encourage nonprofit and individual fundraiser participation in the event.     Consumer Outreach The consumer outreach was very similar to a traditional nonprofit fundraising campaign. In particular, marketing sought to provide enough branding for the event to educate and prepare the consumer marketplace for solicitations. By familiarizing local donors with the giving day, nonprofits were empowered to fundraise as a part of the giving day without creating their own unique campaign. They could simply say they were participating in Give to the Max Day: Greater Washington. Nonprofits could then participate without investing excessive time.   While there was some paid advertising, most notably Facebook ads and Metro Rail and Bus advertising secured through a United Way of the National Capital Area relationship, the bulk of promotion was garnered through donated public service announcements (PSAs), public relations and social media:   NBC 4, Clearchannel Radio, The Washington Post, and Hubbard Radio all donated PSA air time or print media Public relations – led by the Community Foundation for the National Capital and the United Way of the National Capital Area – garnered several big pieces, including the Washington Post , NBC 4, and WUSA 9 coverage Social media via Razoo garnered more than 20 blog posts from the likes of Beth Kanter, the Huffington Post, Frogloop and others Word of mouth initiatives like a flash mob on K Street, a rally the night of the event, and deep integration into a local internet festival, DCWEEK   Nonprofit Outreach Nonprofit outreach occurred primarily through the auspices of the three organizing partners as well as the extended group of regional nonprofits who supported the effort, including the Nonprofit Roundtable of Greater Washington, Washington Regional Association of Grantmakers, the Metropolitan Washington Council of Governments, the Center for Nonprofit Advancement, and the Greater Washington Board of Trade.    
  • “ We never raised more than a few thousand bucks in any given point and time. With more power behind Give to the Max Day and the contest’s gaming structure, it was great to see what online fundraising could do.” Vera Maher, manager, Washington Nationals Dream Foundation. 14 percent of participating nonprofits took the post-event Give to the Max Day survey. 87 percent of surveyed nonprofits said they were likely to participate again. Further, 60 percent said they would take the giving day concept and apply lessons learned to their topic-specific fundraiser (for example, a giving contest focused specifically on efforts to end malaria).   Thirty nine percent of nonprofits who took the survey raised $2,500 or more, faring better than the average Give to the Max Day: Greater Washington nonprofit. The average funds raised for a participating nonprofit were $1,681. 58 percent of nonprofits recruited new donors. 56 percent said they increased public awareness of their organizations among people in the region. The public relations value was also validated by the 96 percent of surveyed donors who said they would give more money in the future to participating nonprofits.
  •   24% of donors heard about Give to the Max Day via an email from a friend 26% learned about the giving day from a Facebook update from a nonprofit or a friend 62% of donors said they shared information about the nonprofit(s) they gave to with their respective networks. The event generated more than 60 media stories. On the social media side, more than 8,000 tweets using the #give2max hashtag were generated around the event. Give to the Max trended throughout the day in Washington, DC ’s Tweets. The Give to the Max Day Facebook page had a 99.4 percent activation rate of people talking about the giving day--1,716 of the total 1,726 fans.
  • Most nonprofits did not spend a great amount of time on the contest – 89 percent spent 30 hours or less, and 60 percent spent 10 hours or less. However, there was a correlation between time spent and success in fundraising. Sixty two percent of nonprofits who spent 10-30 hours on the contest raised $2500 or more, and sixty seven percent who spent more than 30 hours raised $2500 or more. Conversely, only 23 percent of those that spent less than 10 hours netted $2500 or more.   Only 31 percent of respondents reported creating special messaging for the Give to the Max Day campaign, as most preferred to leverage communications created by the contest organizers. However, several of the winners did not create their own unique story, and found the event ’s publicity to be enough of an umbrella for their marketing efforts.   A popular nonprofit, Miriam ’s Kitchen, said at a Social Media Club event hosted by organizers that they didn’t invest in the event because it conflicted with their annual fundraiser. 45 percent of nonprofit survey respondents corroborated Miriam’s Kitchen’s statement, stating that Give to the Max Day presented a conflict with other fundraising activities happening around the same time. 61 percent of nonprofits also asked for more awards with higher dollars available to participants.  
  • Respondent data also shows that nonprofits ’ Give to the Max Day efforts resulted in fundraising totals that rivaled results from their prior best one-time giving campaign. 69 percent of survey respondents said they had raised $500 or more, 37 percent raised $2500 or more during Give to the Max Day, and 20 percent raised $5,000 or more. In prior online fundraisers, 64 percent of respondents said they had topped out at $500 or greater, 41 percent raised $2500 or more, and 28 percent raised $5000 or more.
  • Give to the Max Day successfully bolstered nonprofit capacity, provided nonprofits a successful fundraising platform, and heightened awareness of the needs of the local nonprofit sector. Given the fractured nature of the greater Washington, DC, region, the event overwhelmingly proved that city-based giving days can work. Additionally, as the giving day matures, lessons learned will be applied, more time will be invested in the organization of the event, and the nonprofit community will adapt Give to the Max as a part of its annual fundraising calendar. The success of Give to the Max Day is expected to increase, in line with the trajectory of other giving days.   Give to the Max Day: Greater Washington Successes   The primary strategy of gamification of the awards proved to be very successful. In comparison to larger most mature giving days, Washington, DC, participants donated more per award or matching grant dollar available in the contest.   As for the marketing of Give to the Max Day: Greater Washington, the consumer outreach initiated by program organizers worked well. This allowed two thirds of nonprofits to simply run Give to the Max Day fundraisers using the event ’s umbrella messaging instead of creating their own unique stories for the event.   Lessons for 2012 Giving Days   Moving forward, there were a few lessons and challenges learned from the giving day. While the event was successful from a fundraising perspective, more thinking is needed to find ways that a giving day can work to support nonprofits in their overall campaigns.   Furthermore, giving day organizers should find ways to incentivize larger nonprofits to participate. Addressing their lack of participation--whether because of internal approval issues, competition with other fundraisers, or the size of the award pool—is crucial to expanding participation.   Another core aspect that must be addressed is building capacity. Given the different levels of sophistication among nonprofits with social media, fundraising, and time and project management skills, it makes sense to tier training materials and activities for a variety of organizations.   Given the increasingly widespread successes and maturation of giving days nationally, and the success of Give to the Max Day: Greater Washington, would-be organizers should feel that giving days offer them a new source of fundraising potential.  
  • Transcript

    • 1. Geoff Livingstongeofflivingston.com @geoffliving
    • 2. the dotcombubble burst
    • 3. put customers  first
    • 4. introducing...the marketing round HR Execs Sales Ops Legal Product Dev. CSR Acct
    • 5. the fourapproaches
    • 6. when to go direct
    • 7. from the top down
    • 8. groundswell
    • 9. flanking
    • 10. map yourresources
    • 11. planning: understandthe market landscape
    • 12. planning:sequencing & weaving
    • 13. measure your results
    • 14. DC’s Giving Day “Give To Max Day: Greater Washington has created a local nonprofit giving dayand designed a contest that should be a win-win for every nonprofit, even [if] they don’t win any of the prizes!” Beth Kanter, author of the Networked Nonprofit
    • 15. Diverse Tactics DeployedDid It Work?
    • 16. Nonprofits Generated Significant Marketing Attention
    • 17. Word of Mouth Was Significant
    • 18. Impact
    • 19. Lessons LearnedSuccesses and Lessons
    • 20. Break down the silosBuild your marketing roundChoose your approaches Select your tacticsMeasure your results
    • 21. Geoff Livingstongeofflivingston.com @geoffliving

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