Two Questions: Netpromoter Score for Social Marketers?

The other day, my boss handed me a recent AdAge article by B.L. Ochman titled Two Questions Every Marketer Should Ask Its Social-Media Agency. He didn't say anything but he had a smile on his face as he laid the article on my desk. The reason for the smile? B.L.'s two questions 1) Do they [the agency] walk the walk? and 2) do they have case studies were squarely in Powered's wheelhouse when it came to prospecting for new customers.

Addressing B.L.'s first question, one of my top three priorities as the CMO of Powered is "walking the walk" or getting the company to eat its own dogfood. We blog (as evidenced here and on Powered's blog), we podcast, we engage in Twitter, etc. and not just infomercial style. We also speak at quite a few different events (social and marketing focused) and webcast. For this reason, we can feel comfortable preaching to our clients that "content is king" and that "giving before you get" has a huge impact on a client's return on investment.

As for B.L.'s second point, we are also big believers in case studies. To that end, we've worked hard with our customers like Sony and HP to come up with relevant write ups spelling out methodology and results. In the cases of Sony and HP, we were fortunate enough to have our numbers validated by MarketingProfs -- in the first instance via a third party interview with our client at Sony, in the second, our client at HP actually co-presesented their results (key slide below).

In addition to liking B.L.'s Ochman's two questions for the reasons I spelled out above, her article also got me thinking about how these questions are in some ways the equivalent of Fred Reichheld's now famous and widely used Net Promoter Score (NPS). If you're not familiar with NPS, it suggests that a barometer for any company's customer satisfaction should come down to one question i.e. "How likely is it that [your customer] would recommend [your] company to a friend or colleague?" If marketers start thinking this way when chosing a partner to help them with "social", knowing if the social media agency has in depth knowledge through practical application AND past success stories with clients seems pretty straightforward.

What do you think? Is this a good measure of a company's social media chops? If not, what else is missing? Or do you agree with Chris Brogan who feels like companies may be missing the boat by focusing too much on case studies?

How We Market

As the CMO of Powered, I try and share whatever and whenever I can. Maybe to a level that makes my boss, our CEO, a little uncomfortable. But it's my style and at the end of the day, it's what we ask our customers to do.

To that end, we were asked a question in an RFI today that I helped our sales guys answer. The question was, "How do you employ social media to market your own company's services?" Here's how I answered:

At Powered, we look at “social” as being more of a philosophy than a set of tools or tactics. As a result, all of our activities in the marketing world are predicated on the theory of “give before you get.” What this means is that when we send out e-mail campaigns, create newsletters, blog or deliver webcasts, we ask ourselves the question, “what do our customers and prospective customers care about? Or How can we make them smarter?”

With this as our premise, we do use tools like our corporate blog, my personal work blog a Twitter account as well as several of our bus/dev and exec teams personal twitter accounts -- mine being one of them. Because we are so bullish on creating content, we also help marketers better understand the rapidly emerging discipline of social marketing and what it means to their company’s marketing mix though monthly webcasts with thought leaders like Forrester’s Jeremiah Owyang and MarketingProf’s chief content officer, Anne Handley OR the social media leads at Ford, GM and Edmunds.com. We also are regular contributors to publications like MediaPost and DMNews, again talking about things that marketers might care about.

At the end of the day, we realize that our marketing efforts need to deliver brand awareness and lead generation but we’ve found that the most effective way to ensure their success by “eating our own dogfood.”

How do you YOU employ social media to market your own services?

photo courtesy of: http://dogs.lovetoknow.com/

Let's Get Social: A Quick Overview of WHY Social Media Makes Sense for Business

View SlideShare presentation or Upload your own. (tags: media social)

Yesterday, I did a quick presentation to my company on why I thought it was valuable that we (Powered Inc.) should eat our own dogfood. I've seen this work in my roll at Mzinga and have validation from a number of other companies who have done the same. Some of the slides don't necessarily mean a lot without color commentary but it will give you a sense of what we talked about.