
If you look at some sites, like ESPN you get the “Me! Me! Me!” Chest-beating of marketing. The consumer is not at the center here. No, the ESPN brand is the center here. There are not many conversations going on and a lot of noise. In short – your typical and traditional media site. I bet if we had the ESPN marketing team in one of our catalyst workshops, the mind map of ESPN would have “content” or something similar in the center.
Home Depot: Last Among Shoppers
Ok, so a lot of people are talking about how Home Depot s-cks. Home Depot no longer has a fan club – it has an anti-Home Depot fan club . They should take it on the chin and embrace reality, and pay these people for their thoughts on improving the supermarket’s services. If the dissatisfied customers go through that much trouble, I ask What group to improve Home Depot?

Business week online has an article on the failures of Home Depot.
Let us talk about one of the most innovative companies, one that understands the long tail – one that uses social sciences with enabling software and processes.
Kraft Foods is one of America’s biggest magazine publishers.
Kraft Foods and Family is the number two distributed magazine in the USA and the number one in personal content. Kraft understands that documents are social
With the user at the center, Kraft Foods has multiple touch points with the consumer; they collect data from the consumer in a social way (grocery stores), and the consumer (user) feels happy to interact, because in some cases they get free and much needed items (diapers, etc).
Then Kraft’s consumers talk online or on the phone, about their free coupons.
Kraft understands that people are not consuming their products on a remote island, but that they are part of a collective family or group of families. Having personalised content offers a relationship with these individuals, now they feel like they are part of something.
Again from John Seely Brown:
Instead of “I think,, therefore I am” but rather “We participate, and therefore we are”.*
We come into existence, we come into being through participation with others. Others could be mostly other people, participation with the world.
Technology is the enabler of business, not its purpose.
According to The New Media Mix:
Changes in TV viewing habits have caused forward thinking packaged goods marketers to re-examine their marketing mix and explore alternative channels to connect with their consumers. Kraft showcases how they, as well as other CPG companies, are rebalancing the marketing mix and using direct and interactive tools such as Web, Email, Direct TV and Direct Mail to effectively communicate with consumers across a multitude of customer touch points.
All of this is tied together with CRM and social software.
Here is a great quote by Doc Searls:
The companies with the best relationships will win. Companies that put users and customers last will lose.
We say quit focusing on big huge websites. We say quit focusing on web two point oh. Successful business is just that – successful as an organism in an ecosystem that has an interaction of products, goods and/or services. Social Software and social networks are much more than the technology behind Myspace clones. If you have a brand or organisation, and you have conversations already going on, google or useTechnorati. Better yet email us at info@pandorasquared.com.