• Putting up barriers between you and the attendees - many of the booths were set up with a table blocking the entrance. People stood behind the table, keeping their visitors at bay. Open up the booth and allow people to walk in and talk with you.
• Sitting down in the booth - again, this is not inviting to those walking by. Some of the folks sitting were sitting behind the table they put up as a barrier. They really wanted to keep people away.
• Overstaffing or understaffing your booth - one booth had five people sitting around doing nothing. As a visitor I would hesitate to enter for fear of being attacked by all five at once. Others were empty. Ouch.
• Talking among yourselves - many of the booth personnel felt more comfortable talking with their colleagues than speaking with the attendees who may just want to buy your product.
• Inconsistent booth staff attire - either go with business attire or select nice shirt with your logo and the same color pants. Mix and match hurts your brand in the booth.
• Talking on your mobile phone - more often, folks were talking on the phone, ignoring visitors to the show floor. Take you calls outside and keep them short. The show exhibit times were not that long and you can always call someone back if it is not an emergency.
• Reading your email - I saw people reading email on their laptops and PDAs. This is just as rude as talking on the phone. Read your mail during breaks.
• Never making eye contact - I walked around the show floor and noticed many people never made eye contact with me to start the conversation. Be inviting and encourage people to talk with you. You never know who may be your next customer.
• Turning your back to your visitors - people standing in the booth should always face out towards the aisles so that you can greet people that walk by. Standing in the booth with your back to your prospect is not very inviting.

Staffing a tradeshow booth is tiring, but the point of being there is to collect leads for sales. If you are going through the motions without getting valuable prospect information from the attendees, I’d suggest you spend your marketing dollars elsewhere.

• Provide an opt-in mechanism to get permission;
• Have a working opt-out mechanism;
• Be truthful in subject fields, and
• Give your real world contact information.

Recently, four new rules have been added to the Can Spam Act, none of which really impress me as a marketer. All of these rules are already being demonstrated by most good Internet marketers, so I’m unsure of what this update will do for most of us getting a slew of email we never asked for nor do we want.

The new rules are:

• People cannot be required to pay a fee, provide information other than their e-mail address and opt-out preferences if there are multiple lists or take any steps beyond sending a reply e-mail or visiting a single Web page to opt out of receiving future e-mails from a company. This may have an effect as it now eliminates anyone using multiple pages to sell you something, ask for authentication or require a password before you actually can opt-out of a mailing list. In other words, a simple unsubscribe or one web page that takes your email address and removes you from all lists.
• The definition of “sender” has been modified to make it easier to identify who has to comply with the Can-Spam requirements when there are multiple advertisers on one email.
• A post-office box can serve as a legitimate postal return address under the requirements of Can Spam.
• The definition of “person” has been extended beyond a human person and now includes group, unincorporated association, limited or general partnership, corporation, or other business entity.

So although there are changes, I’m not sure any of us will see a huge reduction in spam to our inbox based on these changes. Filters will continue to be needed for the long term and those of us who want to eliminate the disruptive nature of spam.

Although I think email marketing is still a very valid marketing activity, one has to be very particular about how you build your list, asking permission and respecting those who give you that permission. Then use email to stay in contact with your customers and prospects and provide them valuable information.

With this AdWords feature, Google automatically uses an advertiser’s excess budget to post ads against keywords other than those the advertiser is actually bidding on. Not all advertisers have been invited to test this new feature, but from what I have read not many may want to. According to Google:

Automatic matching shows your ads on relevant search queries not already captured by your keywords. It works by analyzing the content of the landing pages, ads, and keywords in your ad group. It then shows your ads on search queries relevant to this information. The system will continually monitor your performance on these queries and adjust its matches accordingly. Automatic matching aims to show your ads only on queries that yield a high clickthrough rate (CTR) and a cost-per-click (CPC) comparable to or lower than your ad group’s current average CPC. This way, your ads receive additional targeted traffic at a similar cost to your current traffic. Automatic matching won’t allow your spend to exceed your budget, and it also won’t affect the traffic you’re currently receiving. In addition, automatic matching will have no impact if your campaigns already capture the majority of relevant traffic.

The challenge of this new feature is covered well in Scott Clark’s post about the 9 things he dislikes about automatic matching.

For those running your campaigns inhouse, I would decline this option for now and stay in control of your campaigns and budget. Be diligent about monitoring your CTRs on your keywords, test different landing pages and ads and adjust based on your conversion rates. My first impression of this feature is to not put it into practice until you understand its implications on your campaign.

Whether the SEO and Google Adwords specialists agree, not all B2B companies can afford to hire someone dedicated to their Adwords campaigns. And with many marketing departments getting smaller, the person in charge of the campaign most likely monitors it part time.

But developing Adwords campaigns are definitely not for the faint of heart. Changes have occurred that need to be understood so that your ad dollars are not wasted. And it more important than ever to monitor, track, measure and adjust your campaign so that you can maximize your campaign’s effectiveness.

In the past few days, I’ve seen a number of posts regarding some of these changes. This post is part one in a four part post that discusses Google Adwords features that you need to understand to avoid issues with your campaigns. These posts will include:

• Extended Broad Match
• Automatic Matching
• Landing page load times and quality score
• Display URL policy changes

Extended Broad Match

Keyword matching options within Google Adwords includes exact, phrase and broad. Exact keyword matching is just that - enter [social media marketing] and your ad will only display when someone searches for that phrase exactly. Phrase keyword matching will display your ad when the phrase is used within the search. So “social media marketing” would display when someone searches for “using social media to market your business”.

Originally, broad match was a way to ensure your ad displayed on any search that contained your term. By entering your keywords without brackets or double quotes around it (the default way keyword entries are added), your ad displays not only when any of the words are used within the search, but also when Google feels there is relevancy to the search and your ad. So your social media marketing keyword phrase would display for any search that contains “social”, “media” and “marketing” and possibly for someone searching for a PR agency.

At first glance, that sounds reasonable, but one must be cautious. Depending on the phrase, broad match can result in the ad displaying for terms that are not relevant.

To avoid wasting your budget on non-relevant clicks, you can:

• Avoid broad match all together and stick with exact and phrase match. This gives you total control over when your ads will run.
• Use it for phrases containing four or more keywords to lessen the chance that your ad will be displayed for non-relevant searches;
• Diligently identify non-relevant terms where your ad gets displayed and add them to your negative keyword list. Negative keywords eliminate your ad from showing when a search is made with that term in it. If I didn’t want my ad showing for searchs on real estate marketing, then I could add “real estate” to my negative keywords to eliminate my ad from showing when someone searched for “social media marketing for real estate”.

The next post will cover another broad match extension called automatic matching, where your ads will show on a broader set of relevant keywords chosen by Google.

B2B:

• Relationship driven
• Maximize the value of the relationship
• Small, focused target market
• Multi-step buying process, longer sales cycle
• Brand identity created on personal relationship
• Educational and awareness building activities
• Rational buying decision based on business value

B2C:

• Product driven
• Maximize the value of the transaction
• Large target market
• Single step buying process, shorter sales cycle
• Brand identity created through repetition and imagery
• Merchandising and point of purchase activities
• Emotional buying decision based on status, desire, or price

This weekend I got an email from a graduate student at Virginia Commonwealth University with questions about these comparisons for a project for her marketing class. I’m always glad to help students learning marketing so I sent her the following response to her questions.

What does it mean for B2B marketing to be relationship driven, maximizing the value of the relationship verses B2C marketing being product driven, maximizing the value of the transaction?

The goal of B2B marketing is to maximize the value of the relationship to the prospect through marketing efforts that educate them on value you provide. If done successfully, your marketing activities will result in a relationship built on trust and credibility. Value of the relationship will be determined by what is important to the client.

The goal of B2C marketing is to drive consumers to the product and maximize the value of the transaction through activities that upsell or provide incentives to buy additional products. Relationships between companies and consumers are based on the consumer’s experience during the purchase process. Value of the transaction will be determined by the quality of the experience or the transaction.

What does it mean to create a brand identity based on the personal relationship in B2B verses through repetition and imagery in B2C?

In B2B marketing, the brand is based on your reputation. So although B2B marketers develop brand awareness through marketing efforts, the brand identity is based on how how you treat clients, the quality of the work, how reliable you are, and other factors that provide value to the clients.

In B2C marketing, companies build brands by repeatedly getting the image in front of the consumer. Consumer products need to ensure we see their brand enough times to recognize it and consider it worthy of our purchase.

How has social media changed the landscape of B2B verses B2C marketing?

Social media has effected how brands are perceived across all of marketing, but it is more pronounced in B2C today. Developing relationships with consumers is now more important than ever and consumer marketing needs to understand how user generated content effects their brand and how to leverage new media to help them develop their brand identity and reputation.

Take Amazon as an example. They:

• Provide a purchase experience that encourages you to buy more.
• Build a relationship with you by personalizing your experience and making it extremely easy to do business with them.
• Add value through secure transactions.
• Develop user generated content by encouraging you to rate your purchase experience and the product.

This is all part of social media and how consumers are being influenced by their peers. It’s making B2C marketing more challenging but very interesting too. Will it have the same effect on B2B? Thoughts?

What most people don’t realize is that the marketing function really hasn’t changed. We still need to understand what the market wants or needs and whether it is aligned with what you have to offer. It is then the role of marketing to build awareness and generate demand.

What has changed is how marketing is being done. Traditional marketing that consisted of a controlled, crafted (read: sanitized) message and “pushed” out to the channel is no longer the best or only way to reach your constituents. This push model is no longer tolerated by many and not adapting your marketing to the new media model can tarnish a company’s brand. These new channels of communication require us to rethink how we deliver our message to our audiences.

But I can’t really say that traditional marketing is dead and gone as direct mail, email campaigns and advertisements on different media (magazines, newspapers and television) still work and supplement the online activities for B2B.

But online marketing has expanded to include social media tools that enable mutual conversation between companies. Marketing is no longer “campaign” driven - It is a long term project that ties together all the activities that helps the prospect learn who we are and how we can help them solve a problem/challenge.

A timely article published this week in Advertising Age, talks about the biggest challenges Marketers face with Social Networks. In the article, Michael Bush cautions marketers to learn the culture of social networks before you charge in. I made the same point in my previous post about watch, listen and learn, much in the same way you would enter a party with people you never met before.

“Any marketer worth its salt is going to spend a good deal of time studying the dynamics, rules and language of any social network before attempting to establish a presence there.”

What I have learned in my travels through social media is the biggest change is the need to think about marketing in new ways. Good marketers will suck up all the knowledge they can on the topic, figure out how to proceed and then put their plan into action - which is no different from what good marketers have done for years.

However, those who try to force the square peg (traditional marketing techniques) into a round hole (new media marketing), will not succeed. As stated in the article:

Most marketers think they can simply take their mainstream advertising efforts and activate them on these networks under the assumption that they will flourish.

Social networks are about connections and communication that builds the pathways to new, fruitful relationships. New media are the new tools of marketing that have made marketing conversations with your prospects and customers much easier and effective.

I’d love to hear from others on their views on how social media has affected them in their careers.

When speaking with companies about marketing, the topic of “should I integrate social media into my marketing plan this year” comes up. My advice is always the same: watch, listen and learn. Take small steps. Understand the accepted behaviors in this culture of social media. Then engage. By learning what is accepted before you dive in, you can avoid offending someone or embarrassing yourself in the process. 

In Matt Dickman’s Five Keys to Successful Blogger Outreach, he and the folks commenting provide valuable insight into how to engage bloggers to provide exposure to your products and services. I might add that taking it slow in building the relationship is my philosophy. Before you jump in and comment, send “news” out or do something that could land you on a blogger’s blacklist, understand what the writer is interested in and add value.

Keep following the thread from Matt’s post to Valeria Maltoni’s Revealing Yourself to Others as she highlights what works well and what does not when she is the target of the PR pitch. These rules apply to all forms of marketing using social media in my view.

The following interview of Matt Dickman and David Armano by Andy Sernovitz  offers good advice on getting started with social media for B2B marketing.

Armano’s advice: LinkedIn is a good place to get acquainted with social media.

Dickman’s advice: Listen to what your customers are saying about you in the various social media communities. Learn from it then take the next step.

Like any social setting, watch and listen to those around you for guidance on how to behave. When you feel ready, then dive in.

This post was prompted by the number of political phone calls that I’ve received in the past four days. Given that I am always looking for good examples on how NOT to do something in marketing, the robo calling that has been annoying as heck made this topic timely.

I’ve received up to three calls a day from the various campaigns trying to encourage me to go vote on Tuesday. Some of these calls actually left a voicemail message. And given this is Superbowl Sunday with our own beloved New England Patriots playing, I better not get another political campaign call this evening during the festivities.

I hadn’t remembered Drew’s post on the same topic about these type of calls leading up to the Iowa primaries until I stumbled upon it looking for information on this topic. Drew, I feel your pain!

The Marketing Lesson

But like Drew, my marketing lesson is about the real effect these calls may have on how these candidates are perceived. Recorded calls that basically, as Drew nicely put it, talk at me from folks explaining why I should vote for their particular candidate may just do the opposite.

Telemarketing can be an important part of any marketing strategy. It can be used for:

• Generating leads
• Following up on a direct mail or email campaign
• Qualifying prospects who have registered on your web site
• Registering people for an event
• Updating your marketing database
• Conducting market research

If you choose to use telemarketing, make sure you plan what you want to accomplish, employ well trained, qualified resources that can relate to the person they are calling, and target your telemarketing to people who are interested in what you have to offer. I really don’t mind getting telemarketing calls during business hours on my office phone as long as the person talks with me and has respect for my time. Engage your prospects into a conversation about what they need and know when to hang up. A well planned and executed telemarketing campaign can definitely help your bottom line.

As a B2B marketing person, you might think this list is overwhelming. However, in my view this is a wonderful list of potential tactics that you might employ depending on the goals you plan to achieve this year.

If you are new to Web marketing or have only dabbled in some search engine marketing, email campaigns or Internet advertising, this is a great list to get you thinking about other ways to get your message out or better, let your constituents get your message out for you.

If you are a veteran Web marketer, this is a great checklist to help you stimulate news ideas for your marketing plan.

In all cases, develop the plan, research the opportunities and execute effectively. Web marketing is no different from traditional forms in this respect.

Your brand is meant to be a reflection of your company, not just a projection of what you want it to be. It should communicate clearly and create credibility, provoking feelings about your company that makes your target market want to do business with you. Your brand should be developed through consistent use of your message throughout everything you do and say and then living up to the message you project.

Your brand is important and you should spend time and marketing dollars on ensuring you develop it correctly. Doing it right from the beginning is the best option, but rebranding can be done successfully. I have personally rebranded two software companies, but both times, the names didn’t change and the rebranding was done while the company was small and before any major milestones were established.

When should you change your brand?

There are times that justify some change, although in most cases change still should be minimal. Consider updating your brand if your brand is:

• Associated with a negative feeling
• Weak, poor quality or non-existent
• Out of sync with your identity

In these cases, your brand is not benefiting your business. It is inconsistent, ambiguous, or projects something you don’t want to be associated with. Develop a strategy to update your brand and then focus some marketing efforts to help build awareness around your brand. Remember that your brand is developed through an entire customer experience and needs to be reinforced consistently through your Web site, sales tools, promotional items, customer service, word-of-mouth and other aspects of doing business with you. Use the new brand as an opportunity to develop new client relationships while re-connecting with your current clients.

Take small steps
When changing your brand, take small steps to enable you to transition from the old to the new. Refresh the design by keeping key elements that still work and eliminating those that don’t. Keep your name or alter it only slightly. The key is to update your look without losing its recognition by those who have bought into it.

Giving your image a subtle facelift does get people to notice that something is different and may stop to look at what you have to offer. Note the subtle changes to the logos to the right. Adding dimension updates the look without changing it drastically. A little evolution of your look may be beneficial before you embark on a new marketing campaign. The majority of the time, however, you should resist changing your brand at all as there is value in your name and image. Like all things in marketing, just because you’ve gotten bored with your look or message, doesn’t mean your customer or prospect has.