It’s been 20 years since the first major label experiment in putting music online: on Jun 27, 1994, Geffen Music put a WAV file of Aerosmith’s “Head First” on Compuserve, which waved its hourly fee for people who wanted to download the track over their dial-up modems.
Through discussion, research and reflecting upon past experience, we discover that it is a story the consumer buys, not a logo. A story that sticks in people’s minds, supported by a consistently memorable customer experience creates loyalty.
Consumers can connect with a brand in a myriad of ways – through websites, apps, digital advertising, magazines, events, shopping environment, packaging, product, customer service … the list is truly endless. What is important is that if a customer has a bad experience in one of those touchpoints, it will be difficult to correct that experience. A great logo will not be enough to save the brand."
via Peter Spear(via paulisakson)
An interesting side effect of Twitter’s inability to articulate their core value prop is that anyone and everyone has advice for how they might improve (including me!). Combine that with the fact that Twitter serves so many different use cases – real-time news, de facto RSS reader, public chat, just to name a few – and you have a paralysis of choice not only for new users but also for Twitter’s marketing and onboarding teams.
So why not embrace the complexity? Instead of trying to teach new users how to built a curated follower list, build the lists for them. Don’t call them lists, though; embrace Twitter’s TV connection and make them “channels.” Big basketball game? Go to the basketball channel, populated not with the biggest celebrities but with the best and most entertaining tweeters. Build similar channels for specific teams in all sports. Do the same for Apple, Google, and technology; liberals, conservatives, and politics in general; have channels for the Oscars, the Olympics and so on and so forth. And make them good, devoid of the crap that pollutes most hashtags and search results. If the ideal Twitter experience is achieved with a curated list, then provide curated lists and an easy way to switch among them.
Now you have a value prop: easily join the conversation about what is happening in the areas you care about, without the months-long process of building a perfectly customized Twitter feed. Oh, and by the way Ad Person, here is a very easy-to-understand ad unit built around a specific topic filled with self-selected followers."