Well, if you follow me on Twitter and were on this weekend, you likely heard about my recent experience with Toyota and specifically, McGee Toyota in Hanover, MA. It wasn’t pretty. So here’s my haiku for you based on my weekend – if you’d like the full story, read my blog post about the experience – and why it’s crucial for your sales team to understand that customer relationships are way more valuable than customer deals.

Toyota was wrong
Happy customers tell friends
Angry ones tell all

Now that the negative one is out of the way, here are two positive ones – because happy customers should share loudly, too.

Jet Blue I love you
Thanks for TVs and smiles
You get customers

Ideeli is cool
They sell lovely things to me
And they engage me

Follow the brand haiku to Bryan Person and his tribute to Nike, and see more haikus from those amazing marketers by watching Twitter for the hashtag #brandhaiku.

Thanks for the fun, creative and great idea – and invitation – Aaron! Readers, if you have a brand haiku, please play along in the comment section and on Twitter.

Mobile Users Want Branded Apps that Are Useful, Not Just for Marketing

Want to Lead Corporate Social Strategy? Read This.
Scott Monty, head of social media at Ford Motor Company, shares highlights from Altimeter‘s “Career Path of the Corporate Social Strategist” report. The Slideshare version of the report is also included.

Could Facebook replace your e-mail inbox?
Mashable‘s Pete Cashmore speculates on Facebook‘s rumored plunge into the email provider space. Do they have what it takes to lure people away from the likes of GMail and Yahoo Mail? Read on for one perspective.

B2B Social Media Resources
Chris Brogan shares a plethora of great B2B resources that go beyond his ongoing collection of case studies on Delicious.

Social Media’s Impact on Offline Sales
Elizabeth Glagowski explains how social media can impact the bottom line through actual sales and provides several real world examples of businesses that are doing it right.

Then last night I received a long, two-sided paper letter from a local politician’s party, telling me his long tales of woe and determination and why I should vote for him. And I thought, “Wow, this is so lame. How about trying to build a relationship with me all along, not just days or weeks before a vote?” (Note – this has nothing to do with my respect or thoughts on this candidate so please don’t go there – it’s about their tactics, not my political opinions.)

Marketers (and politicians, essentially your lobbying for votes is marketing) – let’s get smarter about the R in marketing. What does the “R” stand for today and how are you implementing it in your campaigns – or, are you? If you’re in marketing, you need to be thinking about the “R factor”:

• Obviously, the biggest marketing R is RELATIONSHIP. Just look at that word and really think about it. What does it take to build a relationship – and sustain a positive one – with someone? It takes time, effort, consistency, attention. Repeat.

• RECOGNITION – show me that you know who I am, you care about what I like and that you recognize my purchasing (or voting) power.

• And that you RESPECT it. Answer me if I ask a question. Ask questions of me. Make an effort to find me and communicate with me where I am – don’t expect me to come to you anymore. Even if you never do anything with my answers other than acknowledge them, I’m likely to feel a special affinity towards you because you listened and cared enough to ask my opinion or feedback.

• REWARD – marketers are generally used to “rewarding” loyal customers and potential prospects through recognition or special deals. This hasn’t changed. But what has changed is that your rewards – or lack thereof – will be publicly talked about, blogged about, tweeted about. Make ‘em good, make ‘em real and make ‘em consistently – your reward for doing so will be tenfold through positive, public word-of-mouth. (Another topic here big enough for its own blog post is cross-channel recognition and communications with loyal customers – a new CRM challenge.)

• RELEVANCY – so you’re on Facebook or Twitter. Congratulations. Who are you following? Who are you enticing to follow your brand or politician? Who are you conversing with? What are you talking about? Make sure it’s relevant to me or your time is being wasted. Show me you “know” me – show me you want to talk about things already on my mind. Don’t come at me with your marketing messages but engage me in a dialogue relevant to what I have already made very clear I care about. Then, I will listen to you and your marketing messages – and maybe even try your product or service (or vote for you) – because you made an effort to relate to me as a customer, voter, prospect…but mostly, a person.

None of this may seem new or earth shattering, but I continue to see marketers every day who don’t get it. They keep pushing their news stream or blog posts or special offers without any dialogue or focus. They talk about Twitter numbers but then hesitantly say, “Oh, um, not really” when we ask if they have a strategy around building fans and followers – the relevant and right fans and followers. They don’t answer questions on Twitter unless it’s a customer service issue – which they immediately try to take “offline” – or they post content on Facebook and then don’t engage with fans who comment. This isn’t so much about the use of social media as it is recognizing the power of building stronger relationships – and how social media opens up such a huge opportunity to do so.

And, as I’ve been bantering about on my personal Facebook page this morning, I see a lot of politicians missing an opportunity to put some “Love” in their “Lobbying.” That is, to connect with a younger demographic through social media – and to use it to connect with me, to talk with me, to not just send me two pages about you, but to show me you care to know a little about me – my needs, desires, hopes and dreams as a voter. I want to get to know you as well – but, only pushing content to me – and especially only around election time – is not productive. Even politicians using social media aren’t doing it right yet. Someone stated this morning that most people wouldn’t be open to it because the assumption is that it would be an aide or a junior executive behind the social media communication. But I’m okay with that – as long as it’s clear – if it means I get to know a candidate in a way that I can relate to, that I get to see their activity, hear from them and ask questions throughout the year – on my timetable, not theirs – and if I feel connected to them. Social media is all about a connection that we’ve never had before – politicians (and marketers!) should be embracing that opportunity to build long-lasting, loyal relationships.

Like traditional marketers, I don’t think political parties are building relationships with the masses. Let me say, I hate your ads. I roll my eyes at your sign-holding-picketers over the highway or in front of the grocery store and your recorded phone messages make me want to rip the phone from the wall. I laugh – in disgust – at the money you are throwing out the window on such irrelevant, surface and old-school campaign “strategies.” I don’t want you to touch my baby, let alone kiss him, and your handshake really means nothing to me if you haven’t taken the time to connect with me, relate to me and talk to me in a day and age when there’s no excuse not to. You’re not a celebrity, so stop acting like one – come “down” and talk to me if you want my vote (or my purchase).

Marketers, social media has changed the R in marketing. It’s about relationships – that is, relating between two entities – and yes, those take time to build, cultivate and keep. But like our personal lives, the rewards are well worth it.

What do you think? Are marketers doing a good job building relationships in today’s social business world?

-

• It’s about YOU – PR professionals aren’t just "flaks," we’re tastemakers — choosing to work with the best and brightest upcoming brands, products and services. Embrace your role as an influencer and share your thoughts, insights, opinions – we have a better chance than ever to show how intelligent we really are.
• Build your personal brand – YOU are your personal brand  and guess what – it lasts forever. Put some care into making sure it’s a brand you’re proud of. Great examples of personal brands include Gary Vaynerchuk, Julia Roy and more.
• Do what you know and do it well – especially in PR! Bad pitches are now public – often the subjects of a reporter’s wrath – so “do what you already know how to do” but do it well because the footprint you build now will stay with you forever.
• Share, Share, Share (with your networks) — the difference between simply being a member of a social network and being an influencer is sharing valuable content. Think about how you can help others.
• Write a book — or at least a blog! PR executives need to be great writers and that means doing it well and doing it often. Blogs also give you another platform for sharing insights and opinions – embracing that role as a tastemaker -  as do Twitter, Facebook, LinkedIn and other social networks where you can be a resource with answer, opinions and thoughts. The point is to write – it keeps your skills sharp and increases your credibility as a PR professional.
• Don’t say you are (just) in PR — our role has changed and we are so much more than PR pros now. Know the new terms used to describe our profession and make sure you are referring to all of your expertise, as it has now evolved to include digital and social media marketing, for example. As a leader, you should recognize when to change your messaging to meet the growing demands of our industry. You’ll notice many of the best-known PR leaders don’t even have "PR" in their company descriptions anymore. Some do – but regardless, all the strongest marketing influencers today include terms such new media, social media and digital marketing in their expertise description.
• Make your own rules (within reason) – be bold and innovative. Take risks. Try new things – the best PR and marketing often comes from throwing out the old rules and making your own.
• Remember it’s all about you (but really it isn’t) — we are all well versed at building relationships online and off and we continue to find new ways to leverage our communication skills for the better good of our companies and clients. Building your personal brand is important, but remember; you are doing all of this for the betterment of your clients and ultimately positive exposure for them. Your own influence on social networks is becoming directly related to how successful you will be with generating buzz for your clients.

Thanks to all who attended the session on Friday and for all the #TechPRSA tweeting. It was a great event!

A Wiki of Social Media Marketing Examples
Marketers looking for a plethora of social marketing examples should look no farther than Peter Kim’s Social Media Marketing Wiki. The site is constantly being updated by the community and is definitely worthy of a re-mention here in the picks!

How to Build a Social Media Campaign
Hilary JM Topper reminds us that “a successful social media program must be mindful of consumers’ interests” with this great guest post on BusinessWeek.com that includes sounds advice and an overview of Coca-Cola’s recent marketing efforts.

4 online brand gimmicks that failed
Bryan Maleszyk contributes to iMediaConnection with this post containing multiple examples of social campaigns that show how failure can often teach more than success.

Ford’s Got a Reason to Fiesta
Scott Monty recaps the success of Ford’s “Fiesta Movement” campaign that culminated with a grand tweet-up with Guinness Record potential. He also offers a glimpse of what’s next for Ford with the beginning of “Fiesta Movement Chapter 2.”

Study: Social Media, Mobile Set to Impact Holidays in Big Way
Retailers might get a little extra business from social media communities this holiday season. Christopher Heine from Clickz.com cites some interesting facts from a recent study by Deloitte.

Your Social Media Content Must Be Valuable
Content might be king, but SearchEngineWatch.com’s Liana Evans reminds readers that quality outweighs quantity when it comes to maintaining your high search engine rank.

Companies Identify Major Business Benefits in Listening to Online Conversation
More great facts, stats and examples of the importance of paying attention to online conversations about your brand, courtesy of Aberdeen and CNN Money.

How Ford does Social Media
JD Lasica shares this great video interview featuring Scott Monty who heads up Social Media at Ford.

Ways to Be Human at a Distance
Chris Brogan reminds readers of the importance of showing the human side of your business when engaging your online communities. Lots of great tips here along with many additional bits in the comments.

When social media attacks: learn from others’ mistakes
Henry Elliss from the econsultancy.com blog shares five great real-world examples of how companies have made mistakes in handling their brands online.

4 Lies about social media
Penelope Trunk sheds some light on four common lies that many people wrongly believe about social media. We’re fond of correcting beliefs about all of them, but especially #4: “Social media is no place for business.” (Still don’t believe it? Let’s talk – we can help you understand why it is and what ROI you can receive.)

10 Proven Applications For Social Media
No, Adam Singer from the TopRank’s Online Marketing blog isn’t running through a list of tools to start using, but rather a more helpful list of business objectives to which social media can be applied. Read on for inspiration.

Making Social Media Work (for your business to business marketing)
David Libby from the Inspiring Dialogue blog shares 5 tips to help B2B companies start getting their social media efforts working better for them.

Leading by Example
Scott Monty (head of Social Media at Ford) shares two stories that show how some simple gestures from CEO Alan Mulally have gone a long way to help build long-lasting relationships with a few customers.

Video – Participation Marketing, Social Media and Teams
Sports Marketer, Jason Peck shares the basics of Alan Rosenpan’s take on “Participation Marketing” and why it matters to pro sports teams and other businesses alike.

Feedly Mini Updated: Now with More Twitter and FriendFeed Interaction
If you’ve taken the plunge into social networking and are an active user of Twitter, FriendFeed and Google Reader, then you might be interested in taking a look at Feedly. Its a nifty little plugin for Firefox that not only allows you to more easily share blog posts back out more easily, but also allows you to see how many other people have shared it in Google Reader or Digg. It even tellls you how many people have had conversations about the post on FriendFeed – neat! This post from Sarah Perez on ReadWriteWeb gives a great overview.

Facebook Connect: OpenID Without the Email
Nick O’Neill from the SocialTimes.com blog shares his view on Facebook’s recently announced “Facebook Connect” initiative that was announced at this week’s F8 Facebook Developer’s Conference. Audio of the Mark Zuckerburg Keynote is also available in a separate post.

What ‘Facebook Connect’ Means for Corporate Websites
The topic of Facebook Connect continues with this great post from Jeremiah Owyang that discusses what this new offering from Facebook might mean to corporations.

What are the five strengths of a Community Manager?
Many of last week’s picks centered around the topic of community. Here’s another good one to add to the bunch written by Mario Sundar, Community Evangelist & Chief Blogger at LinkedIn.

A Guy Walks Into a Bar…
Scott Monty reaches out to the Twitter community in search of answers (punch lines) to the question “How many social media experts does it take to change a lightbulb?” The humorous replies are featured in this post.

Dave Balter on Word-of-Mouth
John Moore from the Brand Autopsy blog shares his thoughts on Dave Balter’s (of BzzAgent) new manifesto entitled “The Word of Mouth Manual.” While a hard-bound version is available on Amazon, John links readers over to the PDF version for a free read.

How the Red Cross is using Twitter, YouTube, Flickr, RSS and WordPress.com in their disaster response efforts
RexBlog.com shares how the Red Cross is utilizing new media to aid in times of disaster. They’ve been using a wide variety of online tools for a while now and this list is good starting point for building the full picture of the Red Cross’s social and new media efforts.

Now You Can Have a Great Facebook Profile and Have Fun Too!
Ok…you caught me. Technically this post came out last week, but questions about mixing personal and business networking with a single Facebook account continue to be at the top of the list with clients and employees alike. Phil Rosenberg from the reCareered blog lends another perspective on how to reach that happy medium.

Large Firm Getting into Facebook Apps – Many Eyes from IBM
Bill Ives shares some incite and links about IBM’s “Many Eyes” project in the social media software space. Registered members of SocialMediaToday.com might also find IBM’s social media case study white paper useful. A link to it is located on the right column of the SMT.com home page after signing in.

Bonus Pick!

Why I’m Blue
Boston’s own Scott Monty recently announced that he’ll be leaving us here in the east to head up social media for the Ford Motor Company out in Dearborn, Michigan! Obviously, this is an amazing opportunity for Scott and his presence in the Boston social media circle will truly be missed! Congratulations Scott, and we’ll be looking forward to using your future accomplishments at Ford as case studies for how social media in the enterprise is done right! Cheers!

25 Social Media Buzzwords Explained (Part 1 & Part 2)
Jim Tobin from IgniteSocialMedia.com shares this great two-part post listing 25 common Social Media buzzwords and brief explanations of each. This is a good primer for folks who are new to the Social Media space and want to get a jump-start on the lingo.

Bucking the System
Forrester’s Josh Bernoff shares insight on strategies for pioneering change towards Social Media within your company. The advise is taken straight from Bernoff and Charlene Li’s upcoming book, Groundswell.

15 Free Social Media White Papers and Ebooks
Even if you’re a seasoned Social Media maven, there are sure to be some interesting nuggets and different perspectives found in this compilation of 15 white papers and ebooks posted on Mashable.

How I tamed my inbox
Chris Brogan shares his process for keeping his email inbox clean and projects organized. Both are chores that haunt web-workers on a daily basis! Chris also provides a link to Merlin Mann’s excellent “Inbox Zero” talk that he presented at the Google offices last year.

Organizing Our Digital Lives
Scott Monty fom Crayon appears on MarketingProf’s Daily Fix this week and shares a number of web-based aggregators that can help you get a handle on the fire hose of information that can drown the typical web-worker. I’ve played with a few of them, and they can definitely help get the flow under control.

Starbucks Transformational Agenda
Brand Autopsy’s John Moore takes a look at the initiatives that Starbucks announced after their 2008 Shareholders Meeting and offers an interesting perspective. All eyes are on their announcement of the MyStarbucksIdea.com website that is being launched as part of their new Social Media strategy. Its success (or failure) could be the next most popular case-study!

Thats all for this week. Feel free to leave a comment and start a discussion on any of the topics. Let us know what you think of the format, and stay tuned for more “Persuasive Picks” next week!

PerkettPR client Mzinga announced today that it is acquiring Prospero, a fellow Massachusetts-based social media platform builder. Both companies excel in the creating white-label social media platforms that allow companies to create feature-rich online communities. This merger clearly places Mzinga in the spotlight as the leader in business oriented social networking. The true question lies in how this will affect other white-label providers in this space.

Notable social media bloggers such as Chris Brogan, Jeremiah Owyang and Scott Monty have already posted on the merger and shared their views on what the future might hold in this space. What is your take on the future of white-label social media platforms or even social media for corporations in general? To help answer that question, leaders from the newly formed Mzinga along with PerkettPR and Topaz Partners will be hosting a Twitter-based Q&A session throughout today (Monday, March 3rd).

Feel free to follow and converse with any of us on Twitter:

Mzinga/Prospero: Aaron Strout, Jim Storer, Colin Browing, and Heather Strout
PerkettPR: Jeff Glasson, Lisa Dilg and our corporate presence
Topaz Partners: Doug Haslam and Sandy Kalik

Additional Reading:

TechCrunch – More Consolidation in the White Label Social Networking Space: Mzinga Acquires Prospero

Mashable – Mzinga Acquires Prospero to Grow Online Community Solutions Sector

ReadWriteWeb – Enterprise Community Provider Mzinga Swallows Prospero

CenterNetworks – Mzinga Raises $32.5 Million and Acquires Prospero Business Social Networking Platform Provider

Aaron Strout, Mzinga – Red Letter Day

Jim Storer, Mzinga – Following the Mzinga/Prospero News

Colin Browning – Social Media: Working Behind The Scenes

Tech PR Gems – What do you do when a social media client has big news?

This event is a great example of social media companies actually putting social media tools to use and engaging in conversation to benefit the community. We look forward to chatting with you. See you in the Twittersphere!

Pancakes with Pulver

Tuesday morning brought me to Providence, Rhode Island to participate in one of the stops on Jeff Pulver’s Social Media Breakfast Tour. The Brickway on Wickenden was the perfect location (thanks to Sara Streeter) for the small turnout of folks ready for social media conversation. The smaller head count allowed for a much more intimate series of conversations.

A highlight of the morning was a challenge offered up by Jeff Pulver. It involved creating a brand new word to describe the experience of meeting someone online and then later on in real life. The word could not already exist and had to be capable of being used as a verb. We came up with quite a few candidates during the 2 hour session and were even able to get some instant feedback on our creations from the BlogTV chat room while Jeff streamed the entire breakfast live via EVDO. The search for that perfect word is being continued on various blogs as well as Facebook.

Muffins with Mavens

Wednesday morning not only brought Bryan Person’s Social Media Breakfast 5 event to the S & S Restarant in Cambridge, but it brought an ugly mix of snow and rain that attempted to slow down the early commute. Despite the tricky traveling, the event was very well attended. It was nice to see a good number of new faces in the crowd along with the regular set of social media mavens.

SMB5 was sponsored by our client, Mzinga, and featured a series of 5-minute speeches from Scott Monty, Doug Haslam, Jim Storer and Laura Fitton on how Twitter has changed their lives. Each presenter brought a unique and engaging story to their discovery, use and love for Twitter. Steve Garfield was able to provide a live broadcast of each speaker via his Nokia N95 for those who were challenged by the weather.

In addition to the numerous still photos that were taken at the event, I was able to capture footage of the speeches. You’ll find the speech by Mzinga’s Jim Storer below. Links to additional media created from the event can be found in the round-up post on socialmediabreakfast.com.