FourSquare uses a concept of having people check into places they visit, and the one who visits most often is declared the “Mayor” of that facility. The Cactus Club clearly understands the power of talking directly with the people who use that social media environment, sending me the message simply because I was within walking distance of a Cactus Club location. Perfect! I had long been advocating that restaurants use the power of Mayorship for marketing, so I was thrilled to see that the Cactus Club was doing something with this.

The most common argument I hear about using social media is that the audience is relatively small, compared to such things as flyer drops into the community or running an ad. Yes, it’s true that there’s only one Mayor per establishment, and there may only be a few thousand FourSquare members in your city, with only a few hundred potentially in your community. So what? These are highly targeted people. They fight over becoming Mayor! When you lose a Mayorship because someone else passes you in visits, it’s a big deal for FourSquare users. Any business can gain repeat visits, and by definition, additional sales, by using this strategy. I believe that because of the nature of foodservice, restaurants can gain more than most other retail services.

The Cactus Club was offering a free gift card for whoever was mayor on a particular day, at a particular time. That’s extremely powerful, and a brilliant example of using social media marketing. I hope this is only the start of better use of social media.

Other restaurants are also starting to “get it” when it comes to the power of social media.

Morton’s gets it, too

Roger Drake, senior VP of the Morton’s steakhouse chain, explained that they make significant use of social media. One strategy they’ve applied with great success is bringing in celebrity servers for fund raising, then using Twitter to tweet their appearance. Followers on Twitter receive “inside” information that an NBA star or other celebrity will be at Morton’s, creating a buzz about the event.

Morton’s also offers Twitter followers bar bites in the bar. They encourage people to tweet from the event, to create powerful word of mouth awareness. They hold special events called “Burgers for Bloggers” where they serve mini Prime Cheeseburgers. This is great stuff!

They also use Facebook effectively. For Valentine’s Day, they asked guests on Facebook to send photos of their Valentine’s Day experience at Morton’s. “We got more than 50 photos,” said Roger. One couple got engaged in the restaurant, and this was mentioned on their Facebook page, providing powerful emotional appeal and creating a strong connection with fans. For Mother’s Day, they will have people go to the Morton’s Facebook page to post their favorite Mother’s Day Morton’s dinner photos.

It’s about relationships

When using social media, please don’t spam people. Don’t think of it as a way to stream out one-way promotional messages. Use it to create relationships. Seek out the people who post frequently on your Facebook page, and offer them special incentives. You can even make them administrators of your page, an unpaid task that can have huge rewards because these are among your most faithful guests and their voice can serve more effectively than anything you say. With Twitter you can announce special spur-of-the-moment offers, perhaps a discounted appetizer or beverage special. Have your guests mention a phrase you use in a Tweet to get special treatment, and they’ll love you for it, because you’ll be making them feel special and creating that dynamic two-way relationship.

Starbucks applied a FourSquare strategy in which they offered the mayor of any location $1 off any of their new anyway-you-like-it Frappuccino. It was a reasonable strategy in some ways, but the $1 wasn’t a big enough draw, in my view, to be significant. There’s only one mayor of any location at any given time, so it’s not like you’re giving away the keys to the store by making the offer more meaningful. A screen shot of the coupon is shown at right.

Yes, Facebook and Twitter require an ongoing, consistent effort to be successful. That’s another thing often mentioned as a negative. Why would that be that any different from any other daily task, assigned just as you assign a day chef to start your food preparation? Approached with the mindset that this is a long-term process, a consistent effort to connect with people around you, social media will have a strong impact on your sales.

Have you noticed how textures have become popular? We see this influence in the kind of papers used for brochures and packaging, to interior decorating trends, to the strong textures showing up in clothing styles. I believe this trend is directly related to the growth of Internet communications — a flat, untouchable medium that looks pretty but never offers any real tactile essence.

This isn’t the first time a communications trend has affected us culturally. The growth of television in the late 1950’s had a similar impact, though in those days it was checkered tablecloths, wrinkled chiffon dresses, silk shirts, and corduroy pants.

People have had enough experience with the internet and interactive presentations by now. The excitement that characterized the 90’s is fading. The internet is now an everyday tool. Meanwhile, people are getting tired of the pretty pictures behind glass. They are yearning to touch something real. They want to feel blind embossing and corrugated cardboard. They want to watch the shadows interplay from die-cut openings and edges. They want to run their fingers along unusual bindings and shapes of annual reports that look more like packaging than business documents.

Advertisers who wish to maximize the psychological impact of this trend should combine their internet strategy with extra effort on production of collateral materials. The most effective strategies will probably involve the use of highly tactile print communications combined with highly interactive and informative online communications. Especially if one requires or supports the other to complete the message.

Watch as social media continues the transition in our expectations. We now want our brands to interact with us, not to talk to us in a one-way message, but to demand a two-way dialog. Ignore these developments at your own peril.

Life moves. From the moment our eyes behold their first blurry view of the world around us until they close for the last time, life is a blur of activity, colour, sound. Is it any wonder we’re fascinated by video? Movies, and then television changed our world. After more than 100 years, motion pictures still capture our imagination, holding us in their enthralling grip for hours at a time. On a recent flight, I was amazed by the number of people watching DVDs on their personal computers. We love moving pictures! No wonder advertising people feel that being part of an industry churning out creative 30-second mini movies is one of the best jobs in the world.

CROSS DISSOLVE. NIGHT.

My family reviews some footage I recorded when my kids were little, edited to music and burned to DVD for the grandparents. We laugh. But emotions soar, roused through a simple combination of moving images and music. So, with our universal fascination for moving pictures, why don’t more companies use video for marketing?

CROSS DISSOLVE. OLD MOVIE FOOTAGE.

It used to be a big deal to use video in a corporate setting. Few people knew how to use these high-tech tools. Equipment was bulky and expensive. Editing suites were big rooms with lots of buttons and dials that only experts understood. You had to find a specialist just to script the thing, never mind finding someone with an eye for motion graphics to produce it. And getting decent production values required a financial commitment beyond all but the biggest firms.

HIGH ENERGY FAST CUTS WITH MUSIC.

No longer. Today, high school students armed with mini camcorders and free software like Apple’s iMovie are turning out products that are staggering in both creativity and quality. The tools for video are getting better, faster, cheaper. Eventually even e-mail will be video-based (I’ll bet everyone who has trouble typing can’t wait for that day). Have you seen what today’s young visionaries are doing with video? While helping judge the Alberta New Media awards, I was amazed at the high production value of student submissions. They not only had the tools, they showed vision and a creative understanding of how to edit footage to communicate effectively. Young people in summer camps and churches are doing more and cooler stuff with video than are most corporations.

Here’s an idea. Put them to work on marketing projects and watch how it infuses your brand with power and energy. Equip enthusiastic employees with a low-cost video suite. Invite them to use these powerful tools to create motion-based brand messaging. Training videos. Corporate newsletters with on-scene footage of the manufacturing process, new products, or interviews with new staff. In our agency, we use video as a way of enhancing new business presentations.

Don’t worry so much about the quality. Modern equipment is good. Just get started. Find people in your organization with vision and enthusiasm. Empower them. A new Macintosh computer and a $1,500 digital camcorder is all they need to turn out above-average productions. They’ll even be able to burn those videos to DVD for easy distribution. Double that investment and the quality will come close to that of professional-grade tools.

Is it really that easy? Yes and no. You do have to provide leadership, management and accountability. You need to get signed releases from staff appearing in your productions to ensure that you can continue to use the material after people move on. But those are minor issues in terms of the big picture. Sales. Not to mention the future of your brand.

The point is that there are virtually no barriers left to using video to enhance your brand messaging. Corporate video is now affordable. It’s accessible. It can be reformatted for other media such as Web delivery. It’s dynamic, vivid, fresh. Getting started now will breathe new life into your brand.

SUPER: “Life moves.”

Technology isn’t going to stand around waiting. Imagine how your company’s digital streaming video annual report 20 years from now might show some of the archival footage from the past. Sure, people might laugh. But emotions will soar, grateful you showed the way.

Rip. Giggle. More ripping. Squeals of delight. Perhaps our society’s fondness for consumer goods has its roots in the opening of gifts and packages, an activity we’ve all enjoyed since childhood. An aspect of marketing too often ignored, product packaging is about to see revolutionary change.

Packaging has become smarter, slicker, more colorful. It is more responsible, with less wasted paper. Smart marketers have recognized its contribution to the total brand personality. Yet one component of the box has not progressed for a hundred years.

I’m referring to the user manual.

A couple of years ago I bought a new camcorder. The box was gorgeous, transmitting the experience it stood for. Parts were individually wrapped in protective plastic bags. Cords were neatly folded and tied. Inside, the lens even came in its own glossy full color box as elegant as the main package. The entire experience was delightful, a fitting resolution to the angst involved in the decision to buy this particular make and model. Then I saw the user manual. It was nice enough as manuals go. But it just felt wrong. Low tech. Bulky. Wasted paper. For all the sophistication we’ve reached in packaging, today’s user manuals are fundamentally the same as those that shipped three decades ago.

A new technology is emerging which, I believe, will convert the lowly user manual into the pinnacle of the product packaging experience. It’s called DVD. Ultimately it will find a meaningful place in the presale brand identity mix, but the adaptation of DVD as a marketing tool will very likely begin with packaging. Picture your next camcorder box. Unlike previous purchases, this contains something extra — a shiny silver disc. You anticipate something special, and the disc delivers. Not only are there video segments on how to use your camera, but video articles helping you make better movies. A CBC Newsworld camera operator hosts a session on how to shoot great documentaries. Steve Martin hosts a funny piece on how to create a wedding video. And the product manager looks you in the eye and tells you that she really does care about your satisfaction and if you have any feedback, here is her direct e-mail address. Played on a computer, you could even click the link and send an immediate e-mail message.

The scenario works for most consumer goods. A new espresso machine can have videos on making the perfect latte. A watch can include a limited-edition, for-owners-only documentary on how this brand has been featured in action movies and traveled to the top of Mt. Everest. Such new product DVDs can include web links to discussion forums and membership areas limited exclusively to owners of the product. It works for travel, too. Imagine getting a detailed video preparing you for that cruise you just booked. Even B2B can benefit, where the DVD manual is used to orient and train people in safe equipment usage and techniques. Brands become more meaningful through digital user manuals.

A number of consumer realities point to a rosy future for DVD in marketing. There’s the simple fact that it is a standard. There are no concerns about whether or not you’ve got the right system to run it, as there were with CD-ROMs. Players are now priced below $100, making them affordable enough for any home or office. Its acceptance has grown exponentially — DVD households have doubled each year since 1998 and should reach more than 70 million worldwide by next year. The format has enough tenure in the entertainment industry to build consumer confidence. People are comfortable watching DVD videos both individually at their computers and in social settings.

Significantly, the format fits with a new consumer emphasis on being real. According to Yankelovich Research, the tragic events of September 11 accelerated an attitude that consumers have already felt for some time, but that marketers have been slow to understand. People want to stop being “sold” things and want to connect. With family. With friends. And with brands. They want marketers to be honest, to get real. Is it any wonder that reality television shows and “live camera” visual styling have been all the rage? Video makes sense in this marketing environment.

Some companies, like Britannica and Apple, are leading the way with DVD. What about you? Is your company ready for a revolution? Maybe it’s time to rethink how your packaging might contribute to your overall brand identity.

We try too hard. Far too often, marketing professionals use brute strength in an attempt to force ideas and products onto consumers instead of relating to the core needs and attitudes of their target audience. The greatest marketing successes tapped into emotional realities that already existed: Volkswagen. Apple. Nike. Molson. They saw what people were already thinking and touched it. Cultural sensitivity has never been more important for marketing than it is today when we’re at the leading edge of a whole new era of change.

One of the best ways to understand tomorrow’s consumer is to study today’s teenager. Fortunately, I have three teens at home to observe and talk with daily. Each one has been using computers since the age of two. They’re comfortable with technology. All three are building Web sites and one manages a busy online forum. I view them as a focus group for culture. It’s been enlightening and a bit scary. They’ve taught me that marketing isn’t really more difficult than before, just more intimate. Let me share some observations.

Watch a teen use communication tools and you begin to grasp one obvious reality — tools are not converging. Observing teens has convinced me that convergence isn’t a driving passion in their lives. They use the telephone when it makes sense to use the phone, they use e-mail for specific kinds of messages, and they use the Web to get facts and to place orders. All three tools are used to interact with brands, but each one has a unique role to play and teens instinctively know what that role is.

Teens recognize the telephone as a medium ideal for communicating emotion. Where previous generations used it as their primary messaging tool, tomorrow’s consumers use it for emotional impact. They laugh on the phone. They use it to communicate feelings in ways no other technology can match. Smart marketers can tap into this reality with “conference call” focus groups or live announcements where participants can express themselves freely.

While older generations are still trying to figure out how e-mail works, young adults know exactly when and why to use it. Forget about unsolicited sales messages. This is an unwelcome intrusion into their personal space, and they hate it. They crave e-mail, but only when it comes from sources they agreed to, from brands they have already granted permission to build a relationship. E-mail is used most often to communicate information-rich messages.

A cool new URL to look at gets sent to a whole group of friends in a second. News about a team, band or favourite brand is hot, and gets passed along quickly. Once they’ve “opted in” to receive mail from your brand, they welcome your messages as long as they aren’t self-serving. Marketers who involve their subscribers as a genuine community and recognize the value of these brand loyalists will win big, while those afraid of tapping into this dialogue process will lose ground. Yes, it’s scary to allow open public discussion of your brand. What teens seem to understand better than most executives is that this dialogue is already taking place anyway.

The Web is used for brand information. Smart marketers will respond to the way tomorrow’s consumers use the Web today. Offer up relevant content on every page. Make it fast and meaningful, or they change brand loyalty. Make it easy. Promotions that combine digital media with analog communications are also effective.

Best of all, there are whole worlds of culturally relevant marketing opportunities we haven’t even thought of yet.

One of my daughters is seriously into a CD-ROM game called The Sims. After setting parameters for computer-generated individuals, you can watch your simulated people interact with each other, get jobs and find romance. Not long ago, she breathlessly announced that one of her Sim women had proposed to a man, he accepted, and they got married.

“Did the ring have an Ekati (Canadian) diamond?” I asked.

“There are no brands in The Sims, Daddy,” she replied.

Interesting. “Would you like to have brand choices?” I probed. She needed no time to think about it. “Of course,” was all she said.

The opportunities are right in front of us all the time, in the midst of today’s teen culture. We merely have to see them. Just like always.