Posts Tagged ‘word of mouth’

AgentBzz: Meet Mari

Tuesday, January 24th, 2012

Tell us a little about yourself and your family

I am a SAHM of 3 kids ages 13, 9 and 6.  I also am a social worker and am trying to start my own online business.  My husband is an MIT educated Computer Engineer.  My oldest child Gavi,  is a computer whiz like his dad – spends most of his time programing and creating video games to sell on the APP store!  My middle child competes with riding horses (hunter/jumper) and is currently 7th in New England in one of her divisions – pretty good for 9 years old. That is Mimi in the picture with Picasso our pony (more like a big dog!). My youngest, Eli, is a funny kid who loves to play sports and make jokes – life of the party type of guy.  I pretty much live for my kids and do whatever I can to make their lives better.  I am an excellent friend and very intense person.  I hold my beliefs strongly and it can be said that I have an assertive personality (ie: I am bossy!)

Why do you love being a BzzAgent?

I love being a BzzAgent because I get to share my opinions and feel like what I have to say matters.  As a mom, I don’t get to use my intellect that much, but by reviewing items and writing about them, I can at least feel like I am contributing in some way to the world.  Plus it is fun to try new things!  It is like Christmas when I get a new BzzKit in the mail – I love it!

What have been your favorite BzzCampains?

Of course my favorite BzzCampaigns have been the Werther’s Caramels and the Lindor Truffles Campaigns! Super yum!! We LOVE candy and chocolate, so everyone in my life was very grateful to be included in those campaigns – Tasting and reviewing candy? That is like a dream job!  My oldest still has dreams of being an “ice cream taster” as his grown-up job.  By participating in these BzzCampaigns he has the idea that his dreams can come true!! ;)

What makes you want to out a product? How do you Bzz?

I guess I want to  talk about a product when it is either really good or really bad – Both ends of the spectrum get me fired up and want to tell others.  I am really all about advocacy as a social worker and as a mom – I want to stand up and tell people when things need to be improved or if they are already spectacular – Either way people need to know the truth.

What would you do if you were immortal for a day?

You are testing me now… I am in the middle of private High School applications with my oldest child and all were are doing is writing essays like these… oy vey!

If I was immortal for a day, I would change the world. I would want to help as many people as possible – for example, go into drug infested neighborhoods and rescue kids that were being abused (I couldn’t get hurt after all).

I would want to end as much suffering as possible – Would I have other magical powers?  If I did, I would make the leaders of the world just get along already!  No more suicide bombs, no more buses blowing up, and no more people hating others for no real reason – Just work it out already people, will you???

AgentBzz: Meet Agent ErinE193

Tuesday, January 17th, 2012

Tell us a little about yourself and your family

I am currently a stay at home Mom to a beautiful 9 month old baby girl, Bella. My husband and I recently moved to Nashville, TN where he works from home. We love it here, but miss our family in Charleston, SC. With my staying home and my husband working from home our quality of life is wonderful, so we decided that it was worth it to be here. We are enjoying being around each other as much as possible!

Why do you love being a BzzAgent?

I love being a BzzAgent because not only does it let me try out new and exciting products, but I am able to keep in touch with other moms in the area through bzzing about products and sparking up conversations I may not have had otherwise.

What have been some of your favorite BzzCampaigns?

My favorite BzzCampaigns so far have been the Maybelline Lots of Lashes and Baby Lips campaign and the Private selection campaign.

Maybelline was so fun for me to share with my girlfriends and they loved getting the products to try. Private Selection was amazing and we were able to have two nights of friends over to enjoy it as well. The products are so great-I will truly continue to buy both products!

What makes you want to Bzz about a product?

Why wouldn’t I want to talk about them!? I get excited every time I get a box in the mail and I can’t wait to Bzz about it! My friends think it’s great and we all enjoy trying the products out. I love Bzzing about products.

How do you Bzz?

I first start bzzing through facebook and twitter. I also meet with a group of moms once a week. Everyone is always asking me what’s next to try and everyone gets excited!!!

If you could have dinner with any 3 people, who would they be?

John Adams because he was such a stand up guy, so intriguing, and a crucial part of our American history

Carrie Underwood because I just adore her and her beautiful voice. I would like to grasp how it feels to be a superstar with an amazing voice :)

Steve Jobs. Oh how I would love to get in that head of his and hear some of his ideas and views. He has transformed technology as our world knows it.

[AdAge] Five Tips for Driving Word-of-Mouth – No Matter What Your Product Is

Monday, November 28th, 2011

This is a cross-post of an article appearing here in AdAdge’s CMO Strategy column today.


It’s what every marketer wants—boatloads of customers talking about its products, posting detailed reviews online and tweeting about its brand far and wide. And for good reason: Authentic recommendations from a friend or “someone like me” are far more influential than anything a marketer can buy. In a world dominated by social networks, consumer buzz can make a brand stand out amidst the noise and reap real-world profits.

But is there a formula to making a product conversation-worthy? And more importantly, is there a way to keep that conversation going over time?

Wharton School of Business marketing professor Jonah Berger and doctoral student Eric Schwartz took on this challenge with their recent study, “What Drives Immediate and Ongoing Word of Mouth.” The study examines the psychological drivers of word-of-mouth for products, based on data from hundreds of BzzAgent social-marketing campaigns. They explore why people talk about products, how product discussions differ online vs. offline and the actions companies can take to generate more product buzz. Here’s what they found.

Products Don’t Have to Be Interesting

Conventional wisdom holds that consumers will only talk about cool, new products they find interesting, and talk about them in a way that will be beneficial to their social currency. Berger and Schwartz characterize this as online behavior—in digital settings, consumers are more aware of being watched by peers and, therefore, are motivated to post about brands that will be well-received by others. They call this “motivated transmission.” (Klout score, anyone?) And yes, the study has a methodology for identifying “interesting” products.

They claim behavior in face-to-face settings is different: It’s less about motivated transmission and more about what products are top-of-mind at a given point in time. Interesting products may generate immediate discussion as novelty items, but that fades fast. Simply being interesting doesn’t give a product conversation staying power.

The good news for marketers is that the magic of word-of-mouth isn’t limited to certain product categories. Under the right circumstances, common products can generate far more consumer discussion.

It’s All About Accessibility

The study finds that the biggest driver of discussion is the accessibility of a product. People naturally talk about what they see and what’s top-of-mind. The drink in your hand, the package on the table and the makeup on your face may not be as interesting as a shiny new tech device, but they are discussed far more frequently.

Woody Allen was on to something when he said 80% of success is just showing up. The challenge for marketers is to get their products where they can be seen in a natural conversational context or to create visual cues that stimulate discussions.

Connect With Consumers Through Samples

People can’t say much about your product if they haven’t used it. The study found that product samples generated the greatest increase in discussion. Not because consumers felt a need for reciprocity, but because they must have first-hand experience with the product to understand what it can do.

It takes more than a simple handout at the train station or a trial-size tube in an envelope. You have to connect with people and make the brand come alive with ideas for activities and suggestions for using the product in more creative ways. In its latest shopper-marketing report, the Grocery Marketing Association referred to this as winning both hearts and carts. Coupons and rebates may lead to a product experience, but they are focused on the cart and are a complement, not a substitute, for a sample.

Your Marketing Can Provide Valuable Cues

Through various cues and triggers, marketers can make products more accessible. Branded items such as stickers, hats and T-shirts expose brand messages in natural conversation. While not critical to a social-marketing campaign, they can help. The study associated using branded giveaways in campaigns with a 15% increase in word-of-mouth.

Marketers can also create links that associate common things with their product, especially if the stimuli or usage situation is one that people do not already connect to the brand. Two examples cited in the study are the cues that ducks provide for Aflac, and the cues that the orange color of Halloween provides for Reese’s candy. The report also cites a BzzAgent program for Boston Market that helped create a new association for the brand. The restaurant chain, usually associated for many people with lunch, worked with BzzAgent to target specific customer profiles with dinner-related messaging and offers that boosted word-of-mouth by 20%. Countering consumer expectations can be a powerful tool for getting consumers to talk about a brand.

Buzz Can Be for Everyone

Consumer discussion about products isn’t a matter of chance. It happens every day to almost every type of product. The good news is that marketers can impact how often, and for how long, their products are the focus of conversation. Go ahead—your customers are waiting for their cue.

Buy this — Book

Tuesday, May 17th, 2011

You’ve probably seen the “children’s book for adults,” Go the — to Sleep. It’s been making the rounds on Facebook and Twitter. And it just became the top seller on Amazon, a full month before its release date.

How’d this happen? According to Fast Company, the answer is piracy. Someone uploaded an illegal copy of the book, and it took off from there.  People love it and it went viral. Excitement like that is contagious and this free advertising is turning into pure gold for this publisher on Amazon.  This isn’t new – we’ve seen it time and time again.

But isn’t piracy bad? Didn’t Napster, LimeWire and other peer sharing sites bring down the music industry? How can companies make money if people share their products for free?

But does free always get in the way of sales?

No, it doesn’t. If we’ve learned anything from the rise of social media it’s that consumers know what they like and will share it with peers. If consumers have a fantastic product experience, they will talk about it. And since word of mouth is the most trusted source of product information, this behavior drives sales. The better the product, the more this holds up.

Marketers who understand this dynamic can create tremendous activity and measurable sales. If you have a strong product with a compelling value proposition (or cute illustrations of kids mixed with hilarious copy), give FREE a try.

4 Keys to Social Commerce Success

Monday, August 23rd, 2010

As you probably know, the Gap ran a huge program with Groupon last week: they offered a $50 store voucher for only $25.  The deal was so popular with back-to-school shoppers that 445,000 vouchers sold in one day. At one point, the site claimed it was selling 10 vouchers per second.

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The Type of Engagement That Sells

Friday, August 20th, 2010

It is an interesting time in social media marketing right now. Many top companies have jumped into social media and are doing a good job creating entertaining YouTube, Twitter and Facebook marketing programs. The sites they build look good, but a lot of the “consumer engagement” taking place seems like conversation for the sake of conversation.  Very little of it has anything to do with the product.

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Halligan, Scott, Jerry, Bobby & Phil

Sunday, August 8th, 2010

Just like me, you’ve probably wondered: is Brian Halligan and David Meerman Scott’s new book, Marketing Lessons from the Grateful Dead, a gimmick or a classic?  Well, it’s a little of both.  The gimmick grabs you, but it’s the content that makes it a classic.

Full disclosure: so I’m a huge fan of the authors, and have seen more than one human’s fair share of Dead shows, but that’s where the bias ends.  This one hits it on the head because it taps into what makes for a good marketing tome these days.

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The 6 Phases of Social Media (as told by Energy Drinks)

Wednesday, April 7th, 2010

The other day I was attacked by a commercial for 5-hour energy drink.  They claim to be a purer version of every other energy drink on the market.  It dawned on me that 5-Hour had entered an established market with entrenched leaders – and with effective positioning and distribution, had managed to take a leadership position.  “Where the hell did these guys come from?” I asked myself.  Ironically, this isn’t all too different from the question one might ask about new social media platforms.  By tomorrow, today’s dominant player may be yesterday’s news.  And yesterday’s unknown startup may be sucking up countless hours of your time by year’s end.

In an incredibly short period of time, social media has seen massive shifts in dominance.  I got to wondering: if social media were an energy drink, which platform would be 5-Hour.  Then my OCD took over and here’s how it all turned out…

Phase 1:  Soda is Friendster

The earliest days of social media was all about Friendster, which began the revolution of a whole new way to communicate with your peers.  It was fun and different and with all the early-friending going on, made you feel like a million bucks.  But like soda (which is linked to obesity and type 2 diabetes, not to mention cavities), what felt-good going down, didn’t always meet up with expectations.   Friendster’s caffeine buzz wore off pretty quickly, and all that was left was the sugar crash.  A whole slew of new flavors were tried, like Orkut and Xanga, but they all left you with the same jittery feeling.  There had to be something better…

Phase 2:  Gatorade is LinkedIn

200px-Gatorade_logo.svgLinkedIn took all the refined sugar and colored water of early social networks and turned it into something real.  While early networks were really just a place to hang out and connect with your friends, LinkedIn gave social networking the purpose of connecting for business.  And while Gatorade’s neon glow clearly isn’t a naturally occurring organic element, they also had a purpose:  electrolytes intended to fuel athletes and sports junkies.  Both LinkedIn and Gatorade resisted the urge to achieve trendiness; they weren’t meant to be mixed with booze for fun downtime.  You didn’t take Gatorade if you weren’t serious about thinking touchdown.  LinkedIn proved it was time to take social media seriously.

Phase 3:  Monster is My Space

MonsterEnergyDrinkLogo1Then along comes My Space.  They were big and bad and after 3 minutes on their site, you started feeling crazy all over.  A My Space page was straight out of the web circa ‘95: flashy banners and crazy multi-colored fonts surrounded by blinking marching ants.  But those nutty kids got it and Rupert snapped it up for gobs of millions, so it seemed like there might be some real magic there.  Monster Energy Drink comes in an oversized can, the logo is fluorescent green and its tag line is “unleash the beast.”  If you wanted to slam something that would make you dizzy, Monster was it.   But then oversized wasn’t so cool anymore, and that was that.  As for MySpace, their meteoric rise to stardom was only matched by the G-force inducing rate of its fall.  Out of the ashes, they have become a go-to destination for talking about the latest teen boy band or undiscovered gal creating acoustic rock tunes in her dorm room.  In what can only be described as an incredible coincidence, Monster was unseated by Rock Star, whose URL is rockstar69.com – go figure…

Phase 4: Red Bull is Facebook

170px-Red_Bull.svgIn 1997, Red Bull was introduced in the US and made a slow, plodding path toward dominance.  By 2009 they dominated with nearly half the market share of all energy drinks in the US.  Sounds a lot like Facebook’s rise to power and their current stranglehold on the social media economy. Red Bull’s brand was masterfully developed through fly-in-the-face-of-normalcy sporting events and the mystery surrounding their bull-testicle ingredient, Taurine.  Facebook has had its own fair share of fly-in-the-face-of-normalcy moments, which can best be documented by any network-tv interview with CEO, Mark Zuckerberg.  There’s no doubt Red Bull has proven their staying power, and best guess is Facebook is going to do the same.

Phase 5: 5-Hour Energy Drink is Twitter

Smart marketers are a dime a dozen, but you have to hand it to the 5-Hour energy guys.  They realized that people were sick of energy drinks withBerry_bottle frightening-sounding ingredients like inositol, carnitine, creatine, or glucuronolactone; that drinking from a can the size of your bicep was too intimidating; and that mixing your energy drink was way too trendy.  Enter 5-Hour energy, the Twitter of energy drinks.  It’s small.  It’s simple.  It’s everything the rest of the drinks say they are but aren’t.   Twitter similarly is the straight-to-the-jugular of social media.  140 characters keeps it small and tidy, without all of the other social-connectivity blather.

Phase 6:  A tiny pill or something you can snort is likely Social Media’s Next Big Thing

If we’ve learned anything about social media, it’s that nothing stays the same forever.  While it’s hard to imagine a world without Facebook and Twitter’s headline-stealing dominance, it hasn’t been that long since we thought AOL was the ruler of the universe, Altavista had solved search and my Razor phone was the best mobile could provide.

Don’t look now, but something else is coming.  It’s probably right under our noses and it’s another way entirely to connect socially.  If this were an energy drink it may not even be a liquid; it would have to be gummy or powdery, or maybe furry and Tribble-like and you’ll just rub it on your forehead for a burst of adrenaline.

Speaking of which, have you seen Formspring.me yet?

Addendum: Josta is Bebo

JostalogoThis point would be irrelevant, save for the fact that Bebo is about to become AOL’s $850 million dollar mistake.   Sometime around 1995, Pepsi launched itself into the energy drink market with Josta.  With Pepsi’s marketing muscle and enormous budget, it seemed this new entrant might give others a run for their money, but 1999, Pepsi discontinued the product.  AOL tried the same sleight of hand, with the same result.  Truth is, I know a few people who tried Josta, but I can’t name a single soul who will admit to using Bebo.

The other day I was attacked by a commercial for 5-hour energy drink. They claim to be a purer version of every other energy drink on the market. It dawned on me that 5-Hour had entered an established market with entrenched leaders – and with effective positioning and distribution, had managed to take a leadership position. “Where the hell did these guys come from?” I asked myself. Ironically, this isn’t all too different from the question one might ask about new social media platforms. By tomorrow, today’s dominant player may be yesterday’s news. And yesterday’s unknown startup may be sucking up countless hours of your time by year’s end.

In an incredibly short period of time, social media has seen massive shifts in dominance. I got to wondering: if social media were an energy drink, who would be 5-Hour. Then my OCD took over and here’s how it all turned out…

Phase 1: Soda is Friendster

The earliest days of social media was all about Friendster, which began the revolution of a whole new way to communicate with your peers. It was fun and different and with all the early-friending going on, made you feel like a million bucks. But like soda, what felt-good going down, didn’t always meet up with expectations. Friendster’s caffeine buzz wore off pretty quickly, and all that was left was the sugar crash. A whole slew of new flavors were tried, like Orkut and Xanga, but they all left you with the same jittery feeling. There had to be something better…

Phase 2: Gatorade is Linked In

Linked In took all the refined sugar and colored water of early social networks and turned it into something real. While early networks were really just a place to hang out and connect with your friends, Linked In gave social networking the purpose of connecting for business. And while Gatorade’s neon glow clearly isn’t a naturally occurring organic element, they also had a purpose: electrolytes intended to fuel athletes and sports junkies. Both Linked In and Gatorade resisted the urge to achieve trendiness; they weren’t meant to be mixed with booze for fun downtime. You didn’t take Gatorade if you weren’t serious about thinking touchdown. Linked In proved it was time to take social media seriously.

Phase 3: Monster is My Space

Then along comes My Space. They were big and bad and after 3 minutes on their site, you started feeling crazy all over. A My Space page was straight out of the web circa ‘95: flashy banners and crazy multi-colored fonts surrounded by blinking marching ants. But those nutty kids got it and Rupert snapped it up for gobs of millions, so it seemed like there might be some real magic there. Monster Energy Drink comes in an oversized can, the logo is fluorescent green and its tag line is “unleash the beast.” If you wanted to slam something that would make you dizzy, Monster was it. But then oversized wasn’t so cool anymore, and that was that. As for MySpace, their meteoric rise to stardom was only matched by the G-force inducing rate of its fall. Out of the ashes, they have become a go-to destination for talking about the latest teen boy band or undiscovered gal creating acoustic rock tunes in her dorm room. In what can only be described as an incredible coincidence, Monster was unseated by Rock Star, whose URL is rockstar69.com – go figure…

Phase 4: Red Bull is Facebook

In 1997, Red Bull was introduced in the US and made a slow, plodding path toward dominance. By 2009 they dominated with nearly half the market share of all energy drinks in the US. Sounds a lot like Facebook’s rise to power and their current stranglehold on the social media economy. Red Bull’s brand was masterfully developed through fly-in-the-face-of-normalcy sporting events and the mystery surrounding their bull-testicle ingredient, Taurine. Facebook has had its own fair share of fly-in-the-face-of-normalcy moments, which can best be documented by any network-tv interview with CEO, Mark Zuckerberg. There’s no doubt Red Bull has proven their staying power, and best guess is Facebook is going to do the same.

Phase 5: Twitter is 5-Hour Energy Drink

Smart marketers are a dime a dozen, but you have to hand it to the 5-Hour energy guys. They realized that people were sick of energy drinks with frightening-sounding ingredients like inositol, carnitine, creatine, or glucuronolactone; that drinking from a can the size of your bicep was too intimidating; and that mixing your energy drink was way too trendy. Enter 5-Hour energy, the Twitter of energy drinks. It’s small. It’s simple. It’s everything the rest of the drinks say they are but aren’t. Twitter similarly is the straight-to-the-jugular of social media. 140 characters keeps it small and tidy, without all of the other social-connectivity blather.

Phase 6: A tiny pill or something you can snort is likely Social Media’s Next Big Thing

If we’ve learned anything about social media, it’s that nothing stays the same forever. While it’s hard to imagine a world without Facebook and Twitter’s headline-stealing dominance, it hasn’t been that long since we thought AOL was the ruler of the universe, Altavista had solved search and my Razor phone was the best mobile could provide.

Don’t look now, but something else is coming. It’s probably right under our noses and it’s another way entirely to connect socially. If this were an energy drink it may not even be a liquid; it would have to be gummy or powdery, or maybe furry and Tribble-like and you’ll just rub it on your forehead for a burst of adrenaline.

Speaking of which, have you seen Formspring.me yet?

Addendum: Josta is Bebo

This point would be irrelevant, save for the fact that Bebo is about to become AOL’s $850 million dollar mistake. Sometime around 1995, Pepsi launched itself into the energy drink market with Josta. With Pepsi’s marketing muscle and enormous budget, it seemed this new entrant might give others a run for their money, but 1999, Pepsi discontinued the product. AOL tried the same sleight of hand, with the same result. Truth is, I know a few people who tried Josta, but I can’t name a single soul who will admit to using Bebo.

8 Years to BzzAgent’s Values

Thursday, February 4th, 2010

As a company, we just went through an exercise to identify and document BzzAgent’s Values, or the philosophies that guide our actions.   At various stages, the whole company collaborated on defining the values that are already prevalent at BzzAgent, as well as the ones that we want to begin to instill.   What we’ve finalized feels just right for who we are and for who we want to be.

If you’re at a company that doesn’t have its values defined, I’d highly recommend the process.

Wbee1hat’s somewhat disturbing is that we’re in our 8th year of business and this is the first time we’ve ever gone through this process.  Up until this point, many employees would agree we had values, and many would even agree on what they were – but because they weren’t articulated, it was impossible to make decisions based on them.  Well, it’s never too late, right?

BzzAgent Believes In:

Being radically focused on voice of the consumer

We believe that whatever consumers have to say, be it good or bad, it is worth listening to.  We’re passionate about getting people to talk — and others to listen — and we’re unrelenting in searching for and understanding consumers’ wants and needs. We will invest in technologies and methods that bring us closer to authentic conversations and provide consumers valuable and rich experiences that allow them to converse more effectively.  We know that the voice of the consumer is permanently changing the marketing landscape, and we seek to offer marketers pragmatic solutions to be part of that conversation.

Making marketing a better place for marketers and consumers

We believe in a new era of marketing, where it’s no longer acceptable to interrupt, interfere or capture the consumer against their wishes.  In this era marketers must be respectful of a consumer’s time, interests and preferences.  This can only be accomplished by understanding, respecting and aligning with consumers’ natural behavior, without seeking to drastically change it.  Consumers benefit when they feel a marketer is honest and provides additional value when and where desired.  Marketers benefit when people actually want to hear their messages.

Transparency from all stakeholders at all times

We believe the future is about being open and honest in everything you do.  For our clients, this means we stand for ethical word of mouth and social media interactions that include disclosure, script-free messaging and honesty of opinions.  For our staff, this means we will share information generously, answer any question as best we’re able and create consistent opportunities for two-way dialogue.  And for the world, this means we’re always willing to bend the rules of what it means to be open about our business.  Try us.

Embracing individuality

We believe that we’re all a little different and that’s what makes each of us so wonderful and valuable (as people and to the business).  We want our staff to be themselves in every aspect of what they do, no matter how quirky, eccentric or outlandish that may be.  We believe our individuality is the spirit that drives each of us to succeed and the combined power of our individualism is the bond that creates a sense of team and community.  As a member of our community, we expect you to share your opinions whenever, wherever, however and with whomever you feel appropriate:  we trust your judgment.  So go ahead and let your freak flags fly, baby.

Responsiveness that blows minds

We believe that being responsive is being considerate, and that swiftness is the ultimate sign of respect.  Without being hasty or sacrificing thoughtfulness, our sense of urgency is a powerful communicator of how much we care about our clients, consumers, employees and vendors.  We want people to be wowed by our availability and our devotion and the speed with which we deliver it.  We believe people should communicate early and often and you should never do tomorrow what can be done today.

Continuous innovation

We believe in delivering exceptional value because we’re constantly willing to experiment.  For our clients, we aim to listen to their needs and be flexible enough to deliver outstanding solutions.  For members of our consumer community we want to provide an experience and engagement with brands that is unlike anything they’ve had before.  And for our staff, we want to provide a work environment that is fresh and different in meaningful and unique ways.  With all of this in mind, we seek to always be leading, and will leave the following to everyone else.