Social Media is Better for Experiential Products

Paul Mabray is the chief strategy officer for the wine industry digital think tank, Vintank. Paul is a 17 year veteran in the wine industry and is a regular speaker and blogger.

The race is on.  Everyone is endeavoring to decipher the Rosetta Stone that is Social Media.  Unfortunately, by definition the medium is multi-dimensional and the real applications of social media range from customer support & communication, content distribution, sales, marketing, PR, business intelligence and well beyond.  With all these facets to consider, is it any wonder that there is no silver bullet?

However, a certain segment of industries are positioned to be better served by this medium.  Experiential products clearly stand to benefit more from social media.

Why?  Because social media is fundamentally a channel for sharing and it is inherently human nature to share our experiences.  How many people really enjoy talking about soap? Pencils?  Dishwashers?  Of course, there is dialogue about these types of  products (most of them relate to the buying experience or the quality, or lack thereof,  about the product)  Yes, it is possible to create campaigns to artificially stimulate dialogue about a brand or product.  However, the interaction that occur as a result of natural engagement are more relevant, meaningful, and enduring.  In essence, industries that offer meaningful experiences like wine, food, restaurants, travel, software, and entertainment are natural conduits for conversations that occur on the web.  People enjoy sharing their personal stories and experiences related to these products.  They are vocal and they are prolific. For example, the wine industry and the specialized site Cellartracker.com.  With 140K users this single site has generated 1.8 million conversations about wine.  In fact, in 2010 social media sites generated over 13 million conversations about wine by 3 million online profiles.  KAPOW!

A recent article citing research from IBM suggests that SM consumers do not want intimate relationships with Brands.  This report states that they are primarily looking for tangible benefits from a relationship (discounts, commerce) and they rank “feeling connected” and “part of the community” far lower.  This is not unexpected for traditional retail and non- experiential products.  Do we really want to feel part of the Best Buy community?  Is it important for us to feel part of the Amazon tribe?  How deeply do we really want to be related to Skittles?

Experiential products allow us to feel emotionally attached and we DO want to be “connected” to these brands--- and as a result we are more passionate and vocal about them.  Whether it is a restaurant that has created a memorable experience, a wine that we love, a rock band, a movie, video game, or even a software platform (that’s why companies have dedicated UEX departments) we DO crave more of a relationship with those products.  Equally as important, there is always a very active “prosumer” base that evangelizes and helps spread the message to more and more potential consumers.  These voices are the true influencers in the ecosphere that prostelyze for the brand allowing these brands to be “discovered” via social media through sharing, commenting in forums, “Liking”, and retweeting.  They are also prolific about creating content and messages to help influence potential new customers buying decisions. 

Need proof ? Just look at a company that transcends product and focuses on experience:  Apple.  How many blog posts, tweets, Facebook posts do you see about their products?  

Want other examples? 

Check out the volume of comments and user generated content for the game BioShock

Or the  number of Tweets about Lady GaGa.

Or the activity on the Fan Page of the TV show The Walking Dead.

Or real experiences being shared on the Fan Page of Morton’s Steak House.

What is most relevant is the natural phenomenon that inspires people to want to authentically share stories about brands and products. There is no need for clever marketing campaigns, to create gimmicks to get your consumers to engage in your community, and no need to create contests to stimulate conversations.

Why is this important?  The major transcendence of social media is how, who and where we get our information.  My good friend Doug Cook (founder of Ablegrape.com and former director of search for Twitter) has an amazing saying, "search is the fiber that connects the web." He is absolutely correct.  There is nothing you can't find on the web if you know what you are looking for.  Whether it is the most obscure book or replacement part for your 1972 dishwasher, search engines can help you find anything. What search cannot help you do is discover.  That is the role of Social Media.  Seeing authentic (not artificially induced) comments (positive or negative) about brands from people we trust encourages us to explore.  With non-experiential products, brands are almost forced to create gimmicks, marketing campaigns, or contests to stimulate conversation or engagement.  With experiential products, this occurs naturally, without artificial stimulation, and authentically from within our own out networks.  Social media is the human fiber for sharing and discovery. 

The question is, no matter what kind of product you have, are you making it experiential? 

Quick'n'dirty Podcast 35: Wine + Techmology = Cool

Yes, I know I misspelled the word "technology." That wasn't by mistake. If you don't get the joke, maybe you should be spending more time watching Ali G. reruns...

In all seriousness, yesterday was a really fun show. It started with me raving about newly discovered podcast platform/technology iPadio (H/T to friend Bryan Person). My co-host, Jennifer, hadn't had a chance to spend much time with with the service yet but agreed with my assessment that they showed promise. Here are the four things I really like about their service:

1. The sound quality -- at least on the iPhone -- is crystal clear. I assume the recording on other devices is equally good (you listen for yourself with my test podcasts).
2. You can record offline (assuming you have an app) and upload when you have connectivity. This is good for planes or car rides where cell coverage can vary.
3. When I decided to give iPadio a test and mentioned so on Twitter, James O'Malley (he mans their Twitter presence) immediately chimed in and offered up his help if I needed it.
4. Their CEO, Mark Smith, followed up with me after my first test and let me know about a cool project they participated in recently.

Next up, we had one of our most interesting guests to date in Paul Mabray, chief strategy officer of Vintank. Not only is he funny (his Twitter picture says it all) but his company is bringing technology and innovation to one of the oldest industries in the world, namely, wine.

During our 25 minute conversation, Paul covered some of the reasons why it's tricky to innovate in the wine industry including state regulations, dirth of eCommerce know-how and a general lack of knowledge of the end customer on the part of most of the vineyards/wineries -- an issue caused by selling almost exclusively through intermediaries. As if humor and smarts weren't enough, one of the other things that Jennifer and I really appreciated about Paul/Vintank is that he brings 16 years of wine industry experience to the table. Yup, this guy knows the space inside and out.

Speaking of smart, our featured, "Twitterer of the week" was Lon Cohen aka @Obilon. While I wasn't as familiar with Lon as Jennifer was, he has an impressive background. His LinkedIn profile points to his background in strategic online marketing, communications, social media, SEO and content management. He also demonstrates a healthy dose of snark in his tweet stream which as anyone that follows our show knows is a huge plus in our book.

Last but not least was our point / counterpoint. This week, we talked about "what comes first, philanthropy or fans." Jennifer talked about an example of a company that offered to send a pump to Haiti if they reached a certain number followers. Her gripe was, why not just buy the pump and send it and then encourage follower-ship based on the good deed. I argued that while it would be a noble for company X to send the pump up front, the reason they can afford to buy the pump in the first place is that they've made a strategic bet that the social buzz they create through this PR stunt can drive meaningful marketing results. Where Jennifer and I both agreed was that being singularly focused on quantity vs. quality of followers.

On the housekeeping front, here are three things Jennifer and I would like to to put on your radar:

• As of April 29, Jennifer and I are going to move our "live broadcast" time from 6 PM ET / 3 PM PT to 3 PM ET / 12 PM PT. We are also trimming our show from 45 to 30 minutes (same format, just crisper).
• We are officially looking for an unpaid intern / producer (we will pay in love, kindness and recognition). Time commitment is likely 1-2 hours / week. Ideally person has some podcast editing skills, knowledge of social networks and highly organized. If interested, DM Jennifer or me for details.
• You can listen to past shows here, or read recaps on Jennifer's ZDNet blog or my Stroutmeister blog.

Until next week, booyakasha.