10 Tools for Business Development and Relationship Management by Kevin Dwinnell

Image via CrunchBase

Patrick Murphy recently did a Brand Thunder interview with Shoestring Ventures, The Startup Bible Blog. One of their questions was “What other web-based products would you recommend to entrepreneurs, business owners or freelancers?” I realized the recommendations fell into categories discussed in our blog post about Sales Strategy: Browser Theme – Hunter vs. Farmer.

Given that start, here’s a short list of tools useful to that category of startup, small or medium business or freelancers. Tools to help you and your clients. Add your favorites in the comments.

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Posted in Commentary | Tags: browser theme, Customer relationship management, Google Alerts, Jigsaw, LinkedIn, marketing, Patrick Murphy, sales tool, Social network, Twitter | No Comments »

Is Acquiring New Customers A Waste of Time? by Kevin Dwinnell

Last week I was directed to a blog post about the power of having fans of your brand. Teddy Anderson, the author, and I had just met and he mentioned the post and that he’d referenced Brand Thunder in it. How could I not read it?

Some valid points are made about the difference between fans and customers, and why the power is in getting more fans. He even lists resources to help with this. In the brief post, the emphasis is on illustrating why customers are not the goal, but fans are. The point that is alluded to, but not detailed, is that the two are not mutually exclusive.

You should approach your customer development like a baseball farm system. You’ve got your prospecting and recruiting to get new players into the minor leagues, then you move them from single A up to triple A until you can land them in the majors. Not everyone is going to make the jump to the next level, but doesn’t mean they don’t serve a purpose at the level they attain. Think of your customer acquisition in the same light. Once you’ve made a sale or acquired a new customer, are you done? Not likely. You’re just at the next stage of a growing relationship. It started when the first connection was made with a prospect, it’s grown into a customer relationship and they may yet evolve into fans. They won’t all become fans, but at least the growth potential is there at every stage.

The tools available to companies to encourage that ongoing relationship are plentiful, and that’s the strength of the Internet. As I’ve said in this space before, communication is a key element to building that relationship. And it’s not just open communication, it’s early. You need these customers to feel they’ve got the inside track if they’re ever to move from feeling like a client to feeling like they’re valued.

Yes, Brand Thunder’s browser themes do this, and part of why we’re including the “interactive” moniker with them. This communication potential is also the compelling nature behind Facebook and Twitter, and the fans and followers of brands. Information is powerful, and to give it freely, openly and early (as in making your fans the first to know when news is happening) stands to create a powerful connection.

So, I agree that if you’re only focused on getting customers, you’re missing the boat. You need to look at the entire customer relation process to make sure the methods are in place to make sure the relationship can grow.

Posted in Commentary | Tags: brand thunder, browser theme, Customer Management, Facebook, marketing, Social network, Twitter | No Comments »

Have a great read and don’t forget to reTweet – Keeping up with B/T by Kevin Dwinnell

If you’re like us, you like to keep up with companies, news and opinions across the web. And, we’re probably like you in that we offer different ways of communicating what’s going on and what we deem as relevant. To help you sift through the delivery vehicles, I’m providing an overview of each one. Then you can choose one or two that fit your needs best, or simply follow the links and sign up for all of them.

Twitter:

Follow: brandthunder http://twitter.com/brandthunder It’s company insight and more. Patrick must be the speed-reader in the company. He gets through more blogs, articles and newsfeeds in a morning than I can all week. If you want a grasp of the best of Internet business news, his take on current company activity and the occasional compelling gadget – following us on Twitter is a great way to go.

Newsletter:

Another easy method to keep up with company news and activity is to sign up for our email newsletter at http://brandthunder.com/stormreport. What I appreciate and respect about the newsletter is that it’s news, when it happens, and not on a schedule. We’re not going to put something in your mailbox until there’s something worthwhile to put there. No clutter, just the goods.

Blog:

Our blog continues its evolution. We’re on a publishing pace of once or twice a week. What you get is a range of news and information about the company, insights into our industry (which I view as interactive marketing, but am open to feedback and requests for information) and some insights into the life of a company in the midst of its early growth stage. You can always read it on our site, and visit our Gallery while you’re here to see the latest browser Boom!, or get the blog in your favorite reader with this URL: http://brandthunder.com/feed/.

Facebook:

Another easy way to get the new news bits… become a fan on Facebook at http://www.facebook.com/brandthunder. It makes us happy and it’s guaranteed to impress your friends – or something equally good (I need to check my legal disclaimers). :-)

I hope this helps, and we hope to see you in more places.

Posted in Commentary | Tags: Blog, brand thunder, Brand Thunder Boom, business, Facebook, Interactive marketing, On the Web, Social network, Twitter | No Comments »

Why Brands are Still Afraid of the Social Web by Kevin Dwinnell

Skittles made a daring move a couple weeks back and illustrated beautifully why, despite a strong willingness, brands can’t open themselves up from a social web standpoint. Brands are built on trust, and consumers and fans have an expectation of how that brand will treat them. It’s no different than personal relationships.

The web is an accelerator of information, sharing, connecting and lends itself to relationship building. With the rise of social media, why can’t brands insert themselves or leverage the discussions that are occurring? They can, but it has to be restrained because there’s a fundamental piece that remains unsolved about how communication occurs on the web – and communication is key to relationship building.

The anonymity and the lack of physical queues on the web create a significant break in the norms of communication. You don’t see someone’s feelings getting hurt if you write a flaming comment. You don’t have to take personal responsibility because no one knows it’s you (in many cases). This makes it too easy for communication to deteriorate. You’re no longer in a place of trust but somewhere that feels unsafe – a breach of trust.

There are ways to minimize this risk, and that’s why you see moderated discussions, the ability to report “inappropriate” behavior and so on. Some level of oversight can help guide community behavior, but usually aren’t real time so you’ll see inappropriate comments or events surface. That’s why it’s not a good idea to put an open, unmoderated discussion on your homepage if you’re a family friendly brand.

As a result, brands need to manage when and where dialogue occurs. And that’s why we tout we’re the “official” Boom (branded browser). The look, the tone, the message is all sanctioned and controlled by the brand. This doesn’t mean it’s a mechanism to talk “at” the consumer. It’s just a more controlled environment.

Controlled can also be very valuable. The real-time, communication news and content integrated into the browser is a powerful tool. There’s an honor to be on the “first-to-know” list, and brands that make an effort to get the latest news (emphasis intended) to their audience can create a stronger bond and a more engaged fan.

There’s never a single solution that’s right for everyone. The trust/relationship structure will change with brand and audience. But, there’s usually a sweet spot where the odds are in your favor. And when it comes to finding an engaging means to communicate with your consumer, we can deliver a very sweet Boom.

Posted in Commentary | Tags: brand, brand thunder, Branded Browser, communication, custom browser, Social media, Social network, Social web | No Comments »

Web X.0 – What to Do When Your Product Doesn’t Fit the Hype by Kevin Dwinnell

With the term “Web 2.0” declared dead, and “Web 3.0” yet to be defined, where does that leave the marketers still trying to become “part of the conversation”? The same place it has always left us – making sure our value proposition connects with our target audience, and making sure our message reaches that audience.

Hype is a wave. If you’re there and you catch it, awesome. Not every one is in position to do that. But the Internet continues to be a birthplace of cool and spawns a river of things that generate hype. Eventually, our time will come.

In pitching our branded browsers (Booms) as a great affinity product for CPG, we hear “that wouldn’t work for toilet paper.” Correct, but it would work for diapers. Both products serve the same purpose, but one has a more robust avenue for connecting with the consumer than the other. Pampers and Huggies both produce a lot of web content tailored specifically toward Moms and create affinity to the brand – that’s an ideal place for one our Booms. Have you looked at your product and that cool new web site and determined if there’s a fit? Are you sure?

Not seeing a fit for marketing or integration into that hyped application doesn’t relieve you of your responsibility to understand it. I’ve been fortunate to work in the Internet space for a long time. That, however, has built some complacency and I’ve missed my share of opportunities because I didn’t “get it.”

In the interest of full disclosure, I’m still trying to “get” Twitter and continue to work at my understanding. I see the positive affect it can have for a company on several levels. I’ve extracted value, hopefully shared some, and when I meet a social media expert, I try to learn more. I believe it’s paying off for our start up as it does for many other companies. But I would have missed this if I’d left it alone without trying to first understand it.

Your product may not be right for every hyped Internet site, but with more of your customers online, some of these sites will work for you. To stay competitive, whether a start up or not, it’s in your interest to know which ones.

Posted in Commentary | Tags: Branded Browser, business, custom browser, Customer value proposition, marketing, Social network, Target audience, Twitter, web 2.0, Website | No Comments »