UGC, CGC, and UPCs – Part V

July 16, 2007

In this post I’ll begin listing my thoughts on how marketers can actually use UGC/CGC. Feel free to join in.

Trip Advisor reviewEven the best agency can’t polish a turd
Marketers often look past the most powerful form of consumer generated content: word of mouth. I have personally spent countless thousands of dollars based entirely on reviews posted on sites like Amazon and TripAdvisor. I have also spent well over six figures on automobiles (both new and used) based on Consumer Reports Used Car guides, where rankings are based primarily on consumer input.

Companies who fail to deliver innovation, quality and top-notch customer service are doomed in an age where CGC/WOM channels play a huge role in driving consideration and conversions.

Rule #1 of CGC is to make sure your product doesn’t suck.

Pillsbury Bake-OffEncourage consumer generated value
When embarking on a marketing program that leverages CGC, design it so the content generated will be of value to other consumers. I’ve seen hundreds of branded contests with the goal on catalyzing CGC, but too often the resulting content provides no value. The Pillsbury Bake-Off is a great example of a CGC program that provides value for both the creator and the brand’s target consumer.

Grab the long-tail – with caution
Blogs, podcasts, and social networks can provide unique opportunities for marketers to engage influencers within a relevant niche. The key word here is “relevant”. If your product isn’t highly relevant to both producers and their audience, don’t waste your time.

Also recognize that social networks, whether explicitly private or not, are personal spaces. You are an uninvited stranger and interruptive marketing doesn’t work here.

As always, provide value and relevance first, engage users later. I have a hunch sponsored widgets will lead the way in providing relevant connections between brands and consumers who use social networks.

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