Grow My Company

What's in a name? The name change conundrum in social media.

This may be more interesting to female readers than male ones.

When your whole identity is your maiden name, at what cost can you change your name? Will that brand be sacrificed when you get married and want to take your husband's name? That is the dilemma I encountered when I married last year.

I'm not in my 20s, or even my 30 for that matter. As a result,  I have a lot of equity in my name personally and professionally, especially since a lot of my income is generated by the recommendations and referrals that come via the social media sphere.

So when I married, I stressed over what to do with my last name, and thus, my identity.

I ended up adding my husband's name after mine, without a hyphen. That was the best solution for me, and most social media platforms made it pretty easy as well. Facebook, LinkedIn, Pinterest, Slideshare, YouTube, and Google+ gave me no hassle at all. It was easy to find and configure the change on their respective sites. (Note: I am referring to display names only, not platform usernames. I see no reason to jump through those hoops.)

Twitter, however, was a whole other story. Twitter actually has a character limit on display names, and "Christine Pilch Mancini" exceeds it, so I am unable to change my name there. Yes, it is ridiculous.

Anyway, making the right name decision for me was a whole lot harder than the actual process of changing my name in the social media world. If only it was so easy to do everywhere else...passport, driver's license, bank paperwork, insurance, utilities...

 

 - Christine Pilch Mancini

Netflix and Qwikster: can the brand survive its own tragic PR gaffes?

Netflix damaged their brand again today…twice. 

First they sent out an email and posted on their blog that their mistake in separating their streaming and dvd services, and jacking up the price 60%, was only in the fact that they didn’t first educate their customers. 

Second, their CEO, Reed Hastings, made a low-end video with another Netflix brass that further insults their customers by stating that they, “…think it will be great for us to have a separate brand, a separate website…” Therein lies the crux of the problem. Suddenly this apology, which was intended to appease those offended and angered by past mistakes, turned into something that sounds like, “We don’t care about you or how this inconveniences you at all. It’s good for us, so there.” 

There is no doubt that streaming will become the standard for video delivery, dvds are going the way of vinyl records, and Netflix must evolve to remain relevant. Unfortunately, Netflix doesn't seem to have anybody in place who truly understands branding. Their brand is what their customers perceive it to be, and they keep doing things to antagonize their customers and make them angry.

The PR gaffes over the last couple of months are extremely damaging to their brand. People don’t want to pay 60% more for the same service. People don’t want to go to 2 websites to fulfill a need previously fulfilled by a 1-stop-shop. People don’t want to pay extra for 3^rd rate streaming content.

I know that the Netflix name lends itself better to online delivery, but dvd delivery is the current Netflix brand. It would be easier to eventually transition all customers to the inevitable exclusive online service by keeping the dvd customers close and tight, not carelessly casting them off. How about the glaring oversight of the @Qwikster Twitter username currently being held by a foul-mouthed, pot-smoking Elmo character? 

Who is running Netflix’s PR/marketing machine? How are they keeping their jobs through this colossal brand breach? No, Hastings' video doesn’t help. It proves that the Netflix brass have lost touch with what made them great in the first place, curing a customer pain point, (late fees and physical trips to the rental store.)

I am a long-time Netflix customer. I emailed back and forth with Hastings many years ago when I was frustrated that it was taking 10-days to receive a replacement movie, and he convinced me to hang in there because they were soon rolling out nation-wide distribution centers. Unfortunately even I’m scouting my alternative options now. Amazon’s free online delivery via their Prime subscription is looking better and better. 

Netflix is killing their brand. So sad, so sad.

- Christine Pilch

 

Netflix: An exercise in social media backlash over business decision

A 2:21PM on July 12 I received an email from Netflix informing me that my $9.99/month subscription for 1 DVD out at a time + unlimited streaming is going up to $16.99. That's about a 60% price hike!

My stomach started to churn. I'm a long-time customer. I signed up before they even had local distribution channels. It used to take about 10 days from the date I mailed back a DVD to when I got a new one, but I stuck with Netflix because I believed it was an overall great value.

My opinion never wavered when they eventually dropped the price of my 3-DVD out at a time plan, when I realized that I wasn't watching enough movies and dropped down to the 1-DVD out at a time plan, and when they added a rather sad assortment of B and C level movies for streaming.

But this...a 60% price hike...made my blood boil. And I've only streamed a handful of titles in the last several years.

So I tweeted it, and followers retweeted it. And other Netflix subscribers tweeted it. And Facebook members posted complaints in their status updates. And the Netflix Facebook Page lit up like a Christmas tree with 41,000+ comments on the announcement from angry members, plus countless Page posts raging against Netflix's move. And the Netflix blog received 5000+ comments on its post about the fee hike. "Dear Netflix" is trending at #5 in the top 10 on Twitter. Several of my social media friends have shared a link to a blog post called, "Mad About Netflix Prices? Here Are Some Alternative Services."

This is all within the just last 26 hours.

So, what did Netflix do to quell the social media storm? Nothing. Not a peep from them in response to their angry customers. 

Netflix has been known for its exemplary customer service and brilliant business planning for many years, so they likely anticipated the backlash. But did they expect the volume and the venom? Only Netflix can answer that, but they're not talking. 

Perhaps they're attempting to wait out the storm and hope that everything just goes back to status quo. Maybe they're waiting to gage just how bad things get, as in how many people quit Netflix. Maybe they just don't care. They've made a business decision, and the heck with customer backlash.

In any event, it seems bad business to have not anticipated the storm thundering over Netflix right now. And the past has proven that brands are made and broken in social media. Time will tell if this is one of the all-time-great examples of social media failure or a brilliant move by a company running one of the largest-scale research projects of all time.

 

 - Christine Pilch

LinkedIn: Why should I bother?

Now and then I hear someone say something like, "I'm on LinkedIn just because someone sent me an invitation. I don't use it though." That always makes me shake my head in amazement about the potential opportunities they may be missing.

Google yourself. Sure, right now. If you're on LinkedIn, your profile is likely one of the first entries, probably the first one. That's how important your LinkedIn profile is. And don't kid yourself, people Google people all the time, especially if you're looking for a job or you offer some sort of service. So it really doesn't make much sense these days to ignore LinkedIn.

In addition, this high-test version of your resume is available for the whole world to see 24/7, so it's a good idea to spend a few hours polishing all the details. Simply listing your title and company tells people that you don't much care what information is out there about you and you don't take seriously what is arguably the single most significant professional online networking tool available today.

Still think you don't need it? What if you're a lawyer, doctor, engineer, architect, or accountant? Do you really think that patients, prospects, and clients don't check you out online? Consider an employer that is looking to recruit for a plumb, new position. If your profile doesn't demonstrate all the wonderful things you bring to the table, that opportunity may just pass you by in favor of someone whose skills looks more attractive. And don't fool yourself, employers search for qualified candidates to fill openings on LinkedIn all the time.

Here are a few of the most important reasons that you can't afford to neglect LinkedIn:

Builds your network - LinkedIn provides an opportunity like never before to meet and collaborate with people who you would likely not meet any other way. The talent pool available to question, poll, and request advice from is almost overwhelming. LinkedIn's 3-tiered network gives you access to your connections' connections whenever you search for someone with particular skills, and the reverse is also true, so a strong LinkedIn presence can get you noticed when a friend's friend is searching for someone who does exactly what you offer.

Demonstrates your capabilities - This is not the place to be humble. A strong LinkedIn profile can lead to jobs, project work, speaking engagements, and new vendor relationships.

Displays public references - This is an opportunity to prove that you are actually capable of all the wonderful things you claim on your profile. These credibility boosters are also instantly accessible references for a potential employer to read, which may give you an added push to the top of the applicant pile.

Personal branding - You already have a brand, which is how people feel about you. It's the public's sum total of all their experiences with you. LinkedIn provides a terrific opportunity to bring your brand online, reinforcing what people already think of you professionally and revealing it to an expanded network.

Increases traffic to your website and blog - LinkedIn provides many opportunities to drive traffic to your website and blog. You can start by adding links within your profile, but don't forget about adding them to your signature whenever you post a comment to a discussion item within a group or answer a question. You can also post a link to a new blog post as a status update and within relevant groups. In addition, you can add links to your website and blog from your company's profile, and you can use the companies component to add exclusive offers that link to custom landing pages on your website or blog.

Positions you as an expert - LinkedIn provides opportunities to demonstrate your expertise in ways that don't make you appear as a pompous, egotistic fool. By answering questions, contributing to discussions, and always being helpful and friendly, you can raise your professional credibility and stature. This can lead to media interviews and other opportunities.

LinkedIn is the professional standard of online networking. If you're a professional, people expect you to be there these days, so you might as well take advantage of the potential to promote yourself.

 

- Christine Pilch

Friday Favorites: 5.6.11

Here are 5 of my favorite or most helpful things I read on the web this week:

1. 26 Ways to Engage With Customers Using Video:
   Are you using video in your marketing yet? If not, wha are you waiting for? It's one of the hottest marketing techniwques available today. This article has great tips to inspire you.
2. The 7 Biggest Lies Out of Digital Hollywood:
   Hollywood seems to be playing ostrich, sticking it's collective head in the sand, and hoping that the things causing it to loose its iron grip on the entertainment world will just fade away. Not so. This article is an insightful look at common myths perpetuated by the Hollywood dinosaurs.
3. 3 More Ways to Manage Your Dropbox Files You May Not Know About:
   Dropbox is a great way to store files in the cloud so they are available to pull up wherever you are. This article offers a few helpful tips.
4. How to Get Your Employees On Board With Your Social Media Policy:
   Without staff-wide buy-in, you social media initiative has little chance of success, especially if it depends upon collective support. This short article will get you thinking.
5. Five Steps to Help Your Brand Avoid Overpromising:
   Your customers easily feel the difference when their experience differs from your brand message. So how can you synch those two aspects? This article will give you a few pointers about how to do so.

Well, that's it for this week!

- Christine Pilch

How your social media identity affects your brand

Most adults seem to be fairly cautious about what they post on social media sites, as they understand that it can affect their reputation, but I sometimes see eyebrow-raisers that make me wonder, "What were they thinking?" (Charlie Sheen, anybody?)

Like it or nor, your online identity is an extension of your brand on both a professional and personal level, but for the purposes of this post, I am referring to your personal brand. Getting back to basics for a moment, remember that your brand is the way people feel about you. It's the sum total of their experience with you. Everybody has one, whether they realize it or not. And social media extends the brand that you've created for yourself in your day-to-day life.

Your social media identity provides an opportunity to extend that brand much further than might have been possible before. It also provides an occasion to craft that brand by reshaping perceptions. The content that you put out there will influence your reputation, so be careful about that. People are on social media for a variety of reasons, some of which are to be educated, entertained, and informed. You may choose to be the one who brings wit to your friends', fans', and followers' day, or you may want to be perceived as a resource for good information. Perceptions certainly evolve, but you are likely perceived in a particular way, and that's your online brand.

Because of this, it is important to remain true to yourself. You are who you are, and you can't effectively fake a passion for something that you don't actually feel. Your online brand should be your authentic self because it won't take people long to loose interest in a phoney. In addition, people will quickly learn whether you're a giver or a taker by the way you interact with others, and that will greatly affect your brand.

So, getting back to those eyebrow-raisers that we all sometimes see in social media, "Danger, Will Robinson, danger!" A good rule of thumb is to think twice and post once. You can delete something, but in reality it never really goes away in the age of instant Googling of most social media content.

It's usually better to call a close friend when you need to let off steam, rather than venting publicly via social media. Many people are put off by profanity, bad attitudes, aggression, and nastiness, no matter how justified you feel.

Now, I'm not saying that you need to be eternally happy in social media, (that is phoney in itself,) but just be careful in your delivery of a negative message. For example, it's likely that you'll find lots of company in a complaint about a rainy day, but publicly chastising a cheating spouse just might generate more shock for your behavior than sympathy for your situation. 

You are in control of your social media identity by choosing the content that you share. Be careful. Protect your reputation.

 

- Christine Pilch

Photo credit: Microsoft

Friday Favorites - 3.11.11

Here are 5 of my favorite or most helpful things I read on the web this week:

1. The CMO's Guide to the Social Media Landscape - Want to know how each social media application is affecting your SEO? This informative infographic is clear and easy to understand.
2. 9 Ways to Transform Your Website Into a Social Media Hub - Your own website (or blog) is the perfect hub for all your social media activity because, unlike a Facebook Fan Page, you completely control it. There are some great tips here.
3. Look at Your Social Media. You're Seeing the Future of Your Brand - Your brand is entirely about others' perceptions of you, so you can gage the future of your brand by people's reactions to your social media activity today.
4. 8 Simple Ways to Improve Your YouTube Channel - Video is hot, hot, hot! Statistics are showing that many people prefer to watch a quick video than read a post or article online. Here are tips to make your YouTube Channel better than ever.
5. Facebook Insights: Product Guide for Facebook Page owners - Ever wondered what those stats mean in your Facebook Page Insights? This is a must-read for Page Admins.

Well, that's it for this week!

- Christine Pilch

Friday Favorites

Here are 5 of my favorite or most helpful things I read on the web this week:

1. Understanding the Social Media ROI Cycle - I like this because it helps establish realistic expectations. No, you won't see instant returns from your social media investment. It takes time, consistence, perseverance, and diligence. There is no cutting corners.
2. Facebook Promotions: What You Need to Know - Many people run unsanctioned contests on Facebook and get away with it, but what it you're the one who gets caught? Are you willing to risk loosing your Fan Page?
3. 4 Innovative Ways to Use Web Video for Small Business - Video is one of the hottest marketing tactics available these days, and here are 4 solid tips for integrating video into your marketing. 
4. The Reputation Economy is Coming - Are You Prepared? - "The reputation economy is an environment where brands are built based on how they are perceived online and the promise they deliver offline." So, are you ready for this?
5. How Well Is Social Media Fitting into the Marketing Mix? - There are some great statistics here.

Well, that's it for this week.

- Christine Pilch

 

Brand lessons from the Sheen PR crisis

Charlie Sheen's public rants on major media outlets lately have created a potential brand crisis that he is doesn't seem to be anticipating. In his letter published by TMZ, he states, "Remember these are my people ... not yours...we will continue on together..."

Therein lies the bomb. Charlie believes that he owns his fans. He doesn't. They own him. Unfortunately, he doesn't understand branding.

The essence of branding is the feeling that people have about you. It represents perceived personality, which includes your constituency's total experience with you. People form opinions about you every day, be them good, bad, or indifferent. Brands need attention to thrive, so even "bad boys" enjoy a certain brand capital. When they're celebrities, this sometimes works to their advantage with producers because the "bad boys" have an inate ability to create buzz for a project.

But what happens when people ignore your brand?

It fades.

Brands are only strong when they incite reaction. What if Charlie pushed his fans so far that they stop caring and paying attention? That's a potential crisis that he doesn't seem to be anticipating.

 

- Christine Pilch

 

Social media friend or foe? The danger of mixing personal & professional

Social media is a communications channel and a means to build relationships. Gone are the days when there was a solid line dividing your personal and professional life. Social media blurred the line, and now it’s fairly common for family, friends, co-workers, subordinates, and superiors to coexist in one’s social media world. But is this smart? 

Revealing too Much 

One of the hardest things about social media is figuring out how much personal information to share. Your social media identity is an extension of your off-line brand, so if you over-share, you run the risk of being perceived as irritating and unappealing. You can also compromise your safety by telling your circle that you’re out of town, and therefore, that your home is empty. You may also be caught in a little white lie if, for example, you called in sick to work, and the next day your boss sees photos from the beach excursion you enjoyed instead. 

No Do-Overs 

Yes, you can delete a status update or post, but with the huge popularity of social media, search engines catalog everything almost instantly. If you post something and want to take it back even 30 seconds later because you’re worried about your professional reputation, it may just come back to haunt you. Think twice before you post. 

Complaining About Your Job 

Even if you’re careful about who you friend on Facebook, or you think you’ve mastered the art of blocking certain status updates from particular friends and lists, it’s just not smart to complain on social media about your job. Twitter is public and Facebook changes privacy setting so often that you risk the information getting to the exact person that you don’t want to see it. 

You Could Get Fired 

Consider what happened to a waitress in North Carolina who complained about a tip she received. Despite the fact that she thought her updates were private, her boss saw the post and fired her. Most people are At Will employees who can be fired at any time for any reason, so don’t provide any ammunition.

- Christine Pilch

 Image Credit: Microsoft