The other day, I kept getting calls on my cell phone from the same number. Never left a voice mail, (which my gut was telling me should have been a signal), but the number was local. Could it really be that someone I knew was trying to get hold of me?
So, like a fool, I finally called back (the iPhone makes it so easy to do!). With the kind of maddening irony that makes me flash on doing capital punishment-inducing physical harm to a fellow human, I heard a recorded voice say, “Thanks for calling back. If you would like us to stop calling you press…”
Too bad you can’t slam an iPhone.
Pushing the easy button
The episode reminded me of the sheer desperation, sociopathic lack of empathy, and .0000000000000000001% response rate it takes to do direct commercial marketing via the telephone these days. Some of you may not even be old enough to recall what it was like before the National Do Not Call Registry came along. Don’t ask. You think Wall Street and the banks are evil now? You should have seen what they did to doddering seniors’ life savings via the telephone.
It got me thinking, what if a similar easy button comes along for online marketing? We keep hearing that at some point web users may truly be able to stop you from learning anything about them. The “voluntary policing” being done by the ad industry today online is at best an uneasy truce with an internet public not yet bothered enough, too lazy, or too uniformed to do anything about shutting off the cookie oven for good. Certainly, you know that the kinds of douche bags who practice the aforementioned cell phone marketing are no doubt out there somewhere hatching an internet cookie scheme that will so outrage the American public that the little old ladies (and men) will finally rise up and demand relief, just as they did with telephone marketing.
Obviously, this is less of an issue in B2B than B2C. Cookies help us learn more about our website visitors, but you won’t learn nearly as much about the spending patterns of B2B executives through web cookies as you do with B2C buyers.
Privacy is a concern in B2B, too
Yet even in B2B, we have a growing concern over privacy in lead management. Anecdotally, we hear that content gets exponentially more clicks when there’s no registration form attached to it. And people’s B2C experiences have a habit of leaking over to their B2B behavior. Generally I think we can say that the trend and sentiment among B2B buyers is to hand over less information over time rather than more.
So how to stave off this impending crisis of buyer information? It may seem facile, but social media are the answer. Rather than trading information for value or simply stealing it through invisible cookies, what if we actually did it the way people do in real life: through a personal relationship?
Buyers click more on pages with people
Buyers want to get to know your subject matter experts. They really do. I saw a terrific interview recently with Ethan McCarty of IBM, who talked about how IBM is working to get its employees involved in internal knowledge sharing through social mechanisms. You should read the whole thing, but one bit jumped out at me as great data for proving why we need to get more personal with buyers:
“Through A/B testing we have found that pages with IBMers on them perform significantly better than those that do not have IBMers on them. For example, if we have a web page that is designed to get visitors to click deeper into our site, the presence of IBM experts on the page improves both the performance and the overall feedback we get about the page. It’s kind of no surprise—when we are transparent, people trust us and feel better about the experience. What was interesting to me is that this is even the case when they don’t interact directly with the IBMer on the page.”
Marketers who let their subject matter experts get more personal with buyers will win in the end.
What do you think? Are you making plans for a post-buyer information age? If so, how?