IRCE 2014 Recap: Top Stories from last week’s Retail Event in the Windy City

As many of you in the retail realm know, the 2014 Internet Retailer Conference & Exhibition was held last week in Chicago. Ketner Group made the trip out to see what’s up in ecommerce, 3D imaging, mobile, web analytics, social shopping and personalization – and that’s only the beginning! With nearly 10,000 attendees showing up for the 10th anniversary of IRCE, you can only imagine the creativity and innovation walking the halls of the McCormick Center.

Among the top stories at IRCE were Amazon’s continued fulfillment center growth. A whole day of sessions was dedicated to exploring the e-commerce giant’s prowess and just how they’re making such big waves in e-retailing today. B2B ecommerce also took center stage at the conference, with sessions on key performance metrics all retailers should monitor, how B2B site design can boost sales, and how B2B markets can even sell directly to consumers. It was a great year to access retail’s best discussions on thought leadership and industry innovation!

Compare Metrics at IRCE 2014
Compare Metrics at IRCE 2014

Two of our clients, Compare Metrics and Shopatron, exhibited in the Expo Hall and created quite the buzz! Compare Metrics hosted a dress display that demonstrated the obvious disconnect between how shoppers interact with online retailers, and the limited merchandising attributes offered up by those retailers. Shoppers are using their own natural language to search for items online, and Compare Metrics is here to help retailers hone in on the “humanized” approach to a personalized and engaged online shopping experience. We also loved their little robots giveaways at the booth!

Shopatron at IRCE 2014
Shopatron at IRCE 2014

Shopatron, our cloud-based distributed order management client based in California, made a splash with the announcement of their freemium Inventory Lookup feature. Booth stoppers-by were able to meet with our California friends and learn about the actionable analytics retailers can benefit from, enabling improvements in in-store operations, stocking and merchandising by instantly connecting customers to local, available inventory – pretty cool stuff!

It was a great week in Chicago, and the people of the Windy City were so welcoming and kind! We met quite a few characters, and our Cowboy Cabbie stands out the most – what Texas folk wouldn’t have a soft spot for a Cowboy in a Cab! Check him out, he’s famous!

Catherine and Sara with the Cowboy Cabbie!
Catherine and Sara with the Cowboy Cabbie!

Thanks for a wonderful visit, Chicago! We’ll be seeing you again in 2015.

Retailers Give Back Through RetailROI

Photo courtesy of RetailROI

RetailROI, the Retail Orphan Initiative, is a shining example of technology vendors, retailers and analysts working together to raise awareness of the plight of orphans worldwide. More than that, though, RetailROI, provides not only funds but volunteers who are willing to put in “sweat equity” to build schools, computer labs, children’s homes, clean water projects around the world.

Since its founding 5 ½ years ago, RetailROI has helped more than 139,000 orphaned and at-risk children through education, computers, food and medical care. The charity has funded more than 70 projects around the world, with 94% of the funds going directly to charity.

Ketner Group is proud to provide pro bono PR support to RetailROI, and in this week’s blog we’re spotlighting a recent trip to South Africa, where RetailROI provided funding and manpower to set up a computer lab for impoverished kids. A big shout-out to our client 360pi, who along with Intel helped provide the funding for a computer lab that includes 30 tablet computers and a server.

RetailROI volunteer John Orr, SVP of Retail for Ceridian, led the RetailROI trip to South Africa with charity partner LUO, which provides education and after-school care for young impoverished children in South Africa.  Below is his first-person account (provided courtesy of RetailROI):

How was your trip to South Africa?  

Amazing, joyful, and tearful all in one. Ria, who runs the school, lost her sister years ago when they were car jacked and her sister Korna was shot and killed.  She spent years trying to understand it and find her purpose in life and at the same time wishing she was the one who was killed and not her sister.  She came upon these orphans and kids in need and found it.  My niece Lindsay got involved 8 years ago and has raised monies to build a safe house on the school property and fund other improvements.  That’s how I got involved.

Who also helped and did heavy lifting?

Intel sent a team made up of individuals from all around the world (who had never met) and brought them in to work on this project. It’s fabulous that they overcame many obstacles to set-up the lab and train the teachers; within a week they had the students using the tablets for research, spelling, art and so much more.

What surprised you? 

Photo courtesy of RetailROI

I was floored that these kids, who have so little, had respect for the devices and simply used them as if they have been using them for months.  While they trained the teachers, my son, nephew and I kept over 60 children busy playing (they wore us out every day!)  We then helped support the children in their classes as they needed help with the tablets, and we were certain to praise their successful efforts.

What was the best part of your trip?

When any of those kids smiled they looked so beautiful and had so much to not smile about — they had a special glow about them that touched your heart, brought joy, then made you cry out of love. That was my best part.  I brought my son with me, and Lindsay brought her brother with her.  We not only enjoyed spending that time together, but shared in a very special moment – one we will never forget.  It was very humbling, and I want to go back as soon as I can to experience the true joy of it all and those beautiful children.

Anything else you would like to add? 

What great work RetailROI has done and will continue to do!  When people get involved in any way they can, they’ll experience some amazing things in their life.  Thank you, thank RetailROI, thank these retailers and solution providers, and thank those who take the initial step and don’t ask whether they can do it or not. Sometimes you just buckle up and go, and then when that roller coaster stops, you cannot wait to do it again.  If I can do it, clearly anyone can…we all can!

What’s Happening in Retail: May’s Biggest Stories

At Ketner Group, we are not ashamed to admit that we get a bit geeky when it comes to new retail stories and technology implementations. It seems like every week there are retailers that have made the move to make mobile or omni-channel technologies part of their business operations, feature stories on retail movers and shakers or ground-breaking research on what consumers want and expect from their favorite retailers and brands.

Here is a quick look at recent and notable retail stories from the past month:

RIS News – “The Five Most Powerful Women in Retail“
Recently reported in RIS News, women increasingly hold the top positions across the retail industry and are influencing society like never before. Forbes’ annual look at the most powerful women in the world is chock full of politicians, philanthropists, media personalities, technologists, and five retailers. The five retailers named to the coveted list were:

  • #64 Rosalind Brewer, CEO, Sam’s Club, Walmart Stores
  • #75 Miuciia Prada, owner, fashion designer, Prada
  • #76 Carol Meyrowitz, CEO, TJX
  • #79 Tory Burch, CEO, Tory Burch
  • #93 Sara Blakely, founder, Spanx

Retail Touchopoints – “EBay Urges Users To Change Passwords Following Database Hack”
Retail Touchpoints recently reported that E-Commerce giant eBay has confirmed that one of its databases was compromised by a cyberattack between late February and early March 2014. As a result, the company is asking users to change their account passwords as a precaution. he company said there is no evidence of unauthorized access to financial or credit card information, which is stored separately in encrypted formats, according to an announcement on the company blog. There has been no indication of increased fraudulent activity on the eBay site.

Internet Retailer – “China Officially Passes the U.S. in E-Commerce”
According to Internet Retailer and reports from China’s Ministry of Commerce, online retail sales in China totaled $296.57 billion in 2013, 13% more than U.S. e-retail sales of $262.51 billion. Official estimates of 2013 online retail sales, Chinese consumers now buy more online than do their U.S. counterparts.

Online retail sales in China in 2013 totaled 1.85 trillion yuan ($296.57 billion) in 2013, representing 41.2% growth from 2012—triple the growth rate of overall retail sales in China, according to the Ministry of Commerce. China’s online shopping total is 13.0% more than 2013 U.S. e-retail sales of $262.51 billion, which grew 16.9% in 2013, according to the U.S. Department of Commerce.

Retail Customer Experience – “Target Forms New Digital Advisory Council”
Recently reported in Retail Customer Experience, Target Corp. announced it has formed a Digital Advisory Council. According to the company, the panel of technology industry leaders will help guide Target’s omnichannel strategies and push Target to innovate faster, and discover new ways to leverage technology to enhance the guest experience, both online and in stores. The council includes experts with varied tech backgrounds, and is comprised of:

  • Ajay Agarwal, managing director of Bain Capital Ventures;
  • Amy Chang, CEO/co-founder of Accompani; formerly led Google Analytics;
  • Roger Liew, CTO of Orbitz Worldwide; and
  • Sam Yagan, CEO of the Match Group and CEO/founder of OkCupid.

Mobile Marketing Magazine – Forrester Predicts $114bn of US Mobile Purchases During 2014
According to a recent Forrester report and reported in Mobile Marketing magazine, Purchases made on smartphones and tablets in the US will hit $114bn (£68bn) in 2014, according to a report from Forrester. Despite the lower number of regular tablet users than smartphone owners in the US – currently around 100m and 200m respectively – Forrester expects two-thirds of this revenue, $76bn, to come from tablets due to their larger screens and form factors better suited for shopping. It’s worth noting that mobile users making purchases on their devices are still in the minority – 38 per cent of smartphone owners and 31 per cent of tablet owners in 2014. However, those figures are expected to rise to 55 per cent and 61 per cent, respectively, pushing total mCommerce revenues in the US to $293bn.

Stay tuned next week for updates on the top news stories from the upcoming IRCE show. The Ketner Group team will be in Chicago for the annual event! If you are there, give us a shout @ [email protected].

 

Meet our newest intern, Justin Joe!

Hello everyone!

jkj_photo1I was born and raised near the Texas Gulf Coast in Lake Jackson. The town may be small, but being near both Dow Chemical and BASF oil plants, I got to meet many families who would transfer in on business. My family worked in-depth with the school district. My mother was and still is a teacher and my father was a clinical psychologist for the schools and probation systems in Brazoria, Wharton and Matagorda County. As a result, my family life revolved around education, and it is a subject that makes me feel the most at home. Both my parents are also musicians, and my father self-recorded and produced two full-length rock albums. I often remember certain periods in my life according to the musical phase I was in at the time. There’s not a lot of music I haven’t heard or can’t tolerate!

The strongest element of my family is my cultural heritage. I am a biracial Asian American and fiercely proud of it. Although my dad made my mom and I huge snobs when it comes to Chinese food! When I entered college in the fall of 2010, I was able to turn my fascination with cultural identity and diversity into an academic and professional adventure. I find public relations, marketing and mass communication in general very fascinating because of the interdisciplinary nature of the work. I’ve yet to meet someone in this field whose passion is exactly the same. In the sense, I feel there is room for growth as a professional and as a person. The highlights of my collegiate career have come from my relations with the Public Relations Student Society of America (PRSSA), of which I am president of Texas State’s Chapter.

Old Main at Texas State

Culturally speaking, Texas State is a heavily Hispanic university, so our Chapter has had the privilege of working with many culturally diverse students and organizations. With PRSSA, I have had the opportunity to hold events for Spanish media and documentary filmmakers, as well as draft the first hurricane warning system for the Gulf Coast’s Spanish-speaking population. I have lately concentrated my studies towards East Asia, primarily with personal interest, but also because of the similarly in the growth of the two regions’ media.

Skyline of Seoul, Korea
My dear Seoul, I shall visit you again very soon!

I compounded my two passions, music and Asia, and recently published my honors thesis discussing the cultural phenomenon known as the Korean Wave in South Korea. My ultimate high point in college was when I visited Korea’s capital, Seoul, for a brief period of observational study. I specifically studied Korean pop music–K-Pop–and discussed how it has become one of the key marketing mechanisms for South Korea’s national brand. This thesis also examined K-Pop’s movement to the West and how it has and might be received in the future. Since I was young I knew music had power, and this was just too perfect an opportunity to pass up! I intend to continue my studies of the Korean peninsula into graduate school.

I joined Ketner Group because I saw a kindred zest for branding and communications, the same elements I saw in my research. I hope to gain insight on B2B communications, an area that largely ignored in collegiate curriculum. I’m looking forward to a fun and productive stay with Ketner Group!

We’re hiring an Account Executive!

We’re hiring! If you or someone you know has two-to-three years of PR experience and is looking for a job, we want to hear from you!

Of course, we think we’re pretty cool, but in case you need some convincing, here’s a little about us.

Ketner Group PR + Marketing is an Austin, Texas-based public relations and marketing communications firm specializing in technology and B2B public relations for nearly 25 years. Ketner Group is experienced in a variety of industries, including retail technology, mobile technology, high tech business, hospitality technology, supply chain and logistics, and profitability and payments.

Our public relations team consists of passionate storytellers and we deliver diverse expertise in creating targeted public relations campaigns and marketing communications programs that can include multi-faceted public relations campaigns, relationship-based media and analyst outreach, company/product messaging and collateral, social media outreach, email and direct marketing and more.

Account Executive

 Job Description:

We’re looking for a motivated and dynamic team member who is passionate about PR, writing and media relations. The role of Account Executive (AE) is highly engaged in client relationships and will report to our Account Managers. An AE on our team should be a team player, but also be highly dependable to adhere to timelines on an individual basis. Ketner Group looks to its AEs to help execute on our PR campaign strategies and tactics.

 Responsibilities:

  • Assist Account Managers with staying on task for key accounts
  • Execute media relations activities, including developing media lists, press release distribution and pitching and editorial calendar research and management
  • Maintain Ketner Group’s stellar reputation in the retail technology trade media space
  • Cultivate new media relationships in other verticals and top tier, national press
  • Write content pieces, including press releases, articles, case studies, e-books, etc.
  • Participate in client calls and meetings
  • Serve as a key contact in client communications
  • Help to brainstorm fresh, new campaign ideas
  • Execute on social media tactics

Candidate Qualities:

  • Strong writing skills, be prepared to submit writing samples
  • Confidence in handling media relations, including pitching trade and national media contacts
  • Effective communications skills, including the ability to clearly articulate the status of PR program/campaign activities to clients in person, over the phone or via email
  • Excellent research skills in finding appropriate media contacts, collecting supporting data/information for copywriting, identifying client award and event opportunities and conducting client competitor research
  • Ability to be self-accountable, self-motivated and proactive in staying on task with daily activities

Candidate Qualifications:

  • Bachelor’s degree in communications, public relations, journalism or marketing
  • 2-3 years of PR experience in an agency, brand or corporation
  • Retail technology or brand PR experience a plus, but not required
  • B2B experience highly valued, but not required
  • Experience with executing on social media tactics
  • Experience with Vocus, Hootsuite and Harvest a plus

Instructions:

Please send a resume, writing samples, salary requirements and interview availability to [email protected]. To learn more about us, visit www.ketnergroup.com.

How a Retailer’s Mobile App Could be it’s Best Friend

This blog post originally appeared on Digby’s The Mobile Retail Blog, contributed by Caitlin New

Last weekend I went to a big box home goods store, lets call them Cot, Tub & Forever, armed with its mobile app and a few gift cards from the holidays that were burning a hole in my pocket. As an experienced shopper, PR/marketing communicator and retail technology professional—skills that could be my best or worst enemy while shopping—I shopped with an analytical eye on how the home goods retailer used its mobile app to improve my in-store experience.

I’d like to start with the ways this retailer’s mobile app is very helpful. If you’re a bride, groom, parent-to-be, college-bound student or other individual who’d create a registry, then this retailer’s mobile app is extremely useful. Gift-seekers can scan items in-store to add them to a registry that is manageable at any time, in or out of the store.  Conversely, if you’re there to shop from a registry for one of the above mentioned individuals, and you forgot that pesky registry print out, you can pull it up and access it on the mobile app.

You can also pretty easily search for products using the mobile app and see photos and basic product details. Have gift cards like I did? You can look up the balance using the app while you’re in the store so you can decide how crazy to be with the amount of toss pillows you toss in the cart. Speaking of carts, if that amazing ruffle pillow is not available in the store, just add it to your mobile cart and buy it right there.

However, while I found the mobile app an excellent baseline, I could not help but feel that if the app knew more about my context, including location, the experience could have been that much better. Here are a few ideas about where I think Cot, Tub & Forever can maximize the effectiveness of its app to make my experience even better.

Let me store my coupons and gift cards in the app. I get email and mail coupons often from this retailer and I always set them aside so I can use them when I’m feeling the home goods shopping itch. I also have received a number of gift cards from friends and family for Christmas because I recently became a new homeowner. However, I never seem to have the gift cards or coupons with me when I find myself in one of the stores! Mobile loyalty apps and wallets are becoming more and more visible in retail, and storing coupons and gift cards in the mobile app for use in-store is an easy step towards this capability. I most likely would have done my in-store shopping spree much earlier if I had been able to store the gift cards in my phone.

Communicate with me when I’m near the store. What better way to remind me of those coupons and gift cards than when I’m near the store? Installing location-based capabilities in a mobile app is the best way to reach me precisely when and where I’m in the position to make a purchase decision. The parking lot of Cot, Tub & Forever is usually shared with other retailers, and if I’m in the parking lot for something else, a friendly reminder that I’ve got ‘money’ burning a hole in my pocket…or app…goes a long way towards closing a sale!

Give me more product details—make it social. Having product search functions as a part of its app is a good start. However, when I’m in the store, I want to know more about the toss pillow I’m holding before I drop it in my basket. If ratings and reviews, product videos or recommended products were added to the product pages, I’d be much more likely to buy that pillow and its recommended throw.

Let me add customer profile preferences. I actually want to hear from my favorite retailers, and it would be amazing if our conversation was tailored to my preferences and shopping behavior. If Cot, Tub & Forever wanted to know which product categories interested me the most, I could easily tell them that I most often search for home décor, bed and bath more than any other category. They could adjust their marketing messages to me accordingly. Also, if they knew how frequently I shopped there, they could reward me with different levels of incentives to bring me back in.

Regardless of my mind constantly working in “work mode” while I shop, I did have a pleasant experience during my recent Cot, Tub & Forever visit. My living room sends its thanks for the new toss pillows that now give my couch the pop of color it needed.

couch

PR as Storytelling: What Flash Boys Teaches Us About the Art of Technology Storytelling

By Justin Hoch at http://www.jhoch.com (_MG_2932)

I’m a huge Michael Lewis fan. And like countless other readers, I’m eagerly devouring his latest book, Flash Boys: A Wall Street Revolt, which rocketed to the top of the New York Times best-seller list immediately after its publication.

Lewis is a gifted storyteller who excels in bringing previously obscure topics to life, as he did with the arcane world of baseball statistics (Moneyball), Michael Oher’s journey from the streets of Memphis to NFL offensive lineman (The Blind Side), and how subprime mortgages and Wall Street greed fueled the Great Recession (The Big Short).

Lewis has a particular genius for explaining and making us care about topics that were previously unknown to typical readers: think on-base averages in baseball, or real-estate derivatives. But he’s outdone himself this time: Flash Boys shines a much-needed light on the dark side of Wall Street and how insiders have gamed the system through high-frequency trading systems, creating an unfair advantage that’s measured in microseconds – about 1/200th of the amount of time it takes to blink your eyes.

It’s storytelling at its best, complete with heroes, villains and mind-boggling technology. And like the most important stories of our time, it’s touched off a national debate (complete with lawsuits and a U.S. Department of Justice probe).

At its heart, Flash Boys is a technology story. And for all of us who make our living in high technology PR and marketing, it offers important lessons in the art of telling compelling, believable stories. What can we learn from Michael Lewis’ latest best-seller? Here are a couple of principles to keep in mind.

Keep it simple. As technology PR pros and storytellers, our job is often to write about topics that are difficult to understand. We have to resist giving in to buzzwords and techno-speak, instead focusing on explaining features and benefits in everyday words that any business editor or reader can understand. Many years ago an Austin American-Statesman humor columnist poked fun at a press release I wrote in one of his columns, taking me to task for using one tech buzzword after another. True, he wasn’t the target audience (he grabbed the release from a business writer), but the lesson has stuck with me ever since: keep it simple.

Simplifying complex topics is part of Michael Lewis’ genius and one of the reasons he’s such a popular storyteller. As one reviewer notes, “When it’s Michael Lewis doing the writing, previously incomprehensible topics become clear as day. That’s dangerous stuff for financial types who fare best when their activities are dense and misunderstood, and perhaps a tad threatening to the rest of us in the writing trade who wish we could be in Lewis’ league. Even Grandma can read Flash Boys, understand it and be entertained by it.”

Keep it credible. Keeping it simple is only part of the equation; as PR pros, we also need to remember to keep it credible. That means stripping out the excess adjectives and adverbs; for a press release, is company XYZ really the “leading provider of (fill in your favorite tech phrase here)?” The best writing strips out unnecessary language and gets straight to the point, without the fluffy language or over-the-top adjectives that create a barrier to credibility.

Focus on your heroes. Flash Boys turns an obscure band of Wall Street brokers and technologists into heroes. Brad Katsuyama, the highly principled, mild-mannered trader who is the central figure in Flash Boys, comes alive as an ordinary person who asks tough questions when his computer systems start behaving differently during routine trades. And now, he’s seemingly everywhere: from the cover of the New York Times Sunday Magazine to 60 Minutes. He’s the hero at the center of the debate over high-speed trading, proof that every good story deserves a great cast of characters.

It’s a reminder to all of us that if your CEO or client has a unique or particularly inspiring storyline, put him or her at the center of the story. But what if you’re dealing primarily with a technology rather than a person – which is so often the case in technology PR? Then look for ways that the technology touches people in everyday ways they can easily relate to. Do everything possible to personalize it. Does the technology make people’s work routines easier, or allow them to work better, faster or more accurately? Then say it, as simply and cleanly as possible, using examples to drive home your point.

Even better, if your company or client has customers that are willing to talk, make them the focus of your press releases and PR outreach. After all, nothing is more believable than seeing how companies and individuals put technology to work in the real world. We may not be writing about the next Flash Boys, but as PR professionals, we’re charged with telling great stories. And writers like Michael Lewis can inspire us to do our very best.

 

Buggin’ Out Over Heartbleed: How to Fight Back

We’ve all been reading about the recent security breaches caused by a large hole in OpenSSL security called Heartbleed. Now what? There are tons of articles out there on things everyone should be doing to protect themselves from potential hazards of the bug, and we’ve compiled the top tips and facts that you need to know.

Get to Know the Enemy
What is the Heartbleed bug? It’s a security vulnerability in OpenSSL that can scrape a server’s memory where sensitive user data is stored, including private information such as usernames, passwords, and credit card numbers.

According to a recent article in Digital Trends, “OpenSSL is a method of encryption employed by many websites that safeguard the data you type into your Web browser. OpenSSL contains a function known as a heartbeat option. With it, while a person is visiting a website that encrypts data using OpenSSL, his computer periodically sends and receives messages to check whether both his PC and the server on the other end are both still connected. The Heartbleed bug means hackers can send fake heartbeat messages, which can trick a site’s server into relaying data that’s stored in its RAM — including sensitive information such as usernames, passwords, credit card numbers, emails, and more.”

So What Can I Do?
CNET lists a few steps to take to ensure the best protection of your personal information until all sites have upgraded to the debugged software:

  • Don’t log into accounts from afflicted sites.
  • Once you receive confirmation of a security patch, change passwords of sensitive accounts.
  • Don’t be shy about reaching out to small businesses that have your data.
  • Keep a close eye on financial statements for the next few days.

Keep Your Eyes Open
Mashable published a comprehensive list of sites that notes which ones were definitely affected and which ones to keep an eye on. Take a look for yourself and act accordingly. Major sites include Facebook, Google/Gmail, Yahoo/Yahoo Mail, Instagram, Pinterest, GoDaddy, Netflix and YouTube.

If you want a more in-depth look at the bug, check out this New York Times article and video on how the security flaw happened, what it means, what people are doing about it, and how to protect yourself in the future. Be proactive about your security, and stay cyber-safe out there!

Four Ways to Refresh Existing Website Content

Gini Dietrich

Guest post by: Gini Dietrich, CEO of Arment Dietrich and lead blogger at Spin Sucks.

In late 2011 and early 2012, the Public Relations Society of America undertook the big task of redefining public relations.

Before this happened, the industry was working with a definition that was 40 years old. It hadn’t been reviewed since 1982.

In 1982, E.T. came out. John Belushi died. Knight Rider was a popular television show. Prince William was born. Seven people died from taking cyanide-laced Tylenol. The first issue of USA Today was published. And the Times “man of the year” was the computer.

A lot has changed since 1982. Not only have TV shows and movies grown up, so has Prince William and an entire industry. Social media has completely turned the PR industry on its head and technology is changing more quickly than ever before.

The evolution of technology is so fast, it’s reaching millions -and even billions-of users in no time at all.

Consider this: It took older technologies years to reach 50 million users…and then just a few months as it evolved.

  • Radio: 38 years.
  • TV: 13 years.
  • The Internet: Four years.
  • IPod: Three years.
  • Facebook added 100 million users in just nine months.
  • iPod app downloads hit one billion in nine months.

Nearly every year we have a new social network introduced. Google+, Pinterest, Instagram, Vine, SnapChat. The list continues to grow and it’s not only the job of communicators to keep up, it’s your job as business leaders to stay abreast of the changes so you can lead your team during the digital age.

Websites are about the Customer

Technology is creating some amazing opportunities for all of us, but also causing some distress. You used to have a PR team (internal or external) that focused on employee communications, media relations, reputation management, financial reporting, the annual report, public affairs, and maybe some events.

Today PR professionals also have to be knowledgeable about web development, mobile marketing, search engine optimization, content marketing, and more.

The web, it turns out, is extremely important in the job of a PR professional. Much more important today than it was in the previous decade, as new technologies are introduced and companies are struggling to figure out how to add the latest and greatest tool to its overall marketing strategy.

It used to be your website was an online version of your corporate brochure. But times, they are a changin’. Your website now needs to be a living and breathing document that changes consistently (at least once a week, according to a Hubspot study) and becomes less about you and more about your customer.

Refresh Existing Content

The first place you want to start is your website by taking out the French – the we, we, we (oui, oui, oui – get it?!?).

  1. Find the French. Depending on how you like to work, you can either print out every page of your website (not very green, but it works) or you can go into your content management system and do a search. Look for every word that is about you. Look for “we,” “our,” “us,” and similar words. This is the copy you’ll have to rewrite.
  2. WIIFM. What’s in it for me means the copy you rewrite becomes about the customer, instead of about you. You tell them what your organization does for them. You use words such as “you” and “your.”
  3. Testimonials. Update your testimonials. Some of you will have them in text as a quote. Get these on video. We have a client who held a user’s event a couple of weeks ago. They hired a videographer to spend two hours at the conference and the marketing director got users on video talking about who they were, what they do, and how they use the client’s product. The stories ended up being really compelling. One user rescues dogs and finds them permanent homes. He talked about that and then spent 30 seconds talking about the client’s product. Mailchimp also does this really well. Rather than have the customers talk about how much they love the email software, they talk about their own businesses or interests or hobbies and how the product fits into their lives. Very compelling stuff.
  4. Case studies. This is what we’ll call social proof – the reason another person should buy from you. Most case studies are boring text with nothing interesting in them. Make them multimedia. Add images. Add charts. Add infographics. Even think about whiteboard automation. Make them so interesting, prospects can’t wait to buy.

Once this project is complete – and it will take some time – you can focus your energies on other owned media, such as white papers, webinars, blog posts, and videos.

To learn more, check out Gini’s latest book – Spin Sucks – on sale this week!

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Gini Dietrich is the founder and CEO of Arment Dietrich, a Chicago-based integrated marketing communications firm. She is the lead blogger here at Spin Sucks and is the founder of Spin Sucks Pro. She is the co-author of Marketing in the Round and co-host of Inside PR. Her second book, Spin Sucks, is officially here!

The Client and PR Agency Relationship: It Takes Two, Baby!

As with any relationship, there are good ones and bad ones. Good relationships usually include natural chemistry, excellent communication and mutual efforts from both parties. The bad relationships, well, don’t have any of those factors and usually end in tears, broken hearts and bitter feelings.

In the PR agency and client world, a good relationship between an account manager/executive at the agency and the director/manager of marketing at the client company can result in a wildly successful ongoing PR program. For more than 15 years, I’ve worked on the agency side of the equation and have had the privilege to work with so many talented and intelligent people along the way who have inspired me and taught me a thing or two about being a good PR and marketing professional. I’ve also had the distinct opportunity to work with some who, let’s just say, have been responsible for adding a few layers of toughness to my inherently sensitive soul.

Working in a PR agency teaches you to work and adapt to all different types of personalities and preferences, and it is ok for the agency to do what needs to be done to keep the client happy, within reason. But it is so critical for the in-house marketing or PR contact at a client company to keep in mind that their relationship with the agency is also a two-way street. It is, well, just like a relationship – and both parties need to do their part for the greater good of the company, not just for the individual.

I’ve come up with a list of four key best practices that in-house contacts should keep in mind when working with and successfully managing an outside PR or marketing agency:

Define Your Goals.  At the beginning of any agency relationship, it is important to have clearly defined goals for the marketing and/or PR program. This could mean setting up high-level goals such as increasing thought-leadership through content-based marketing or raising the company profile to help increase the sales pipeline.  Goals, or KPIs, can also be more detailed-oriented such as placing 2 bylined articles per quarter and securing 8 original articles per quarter. A set of clearly defined goals, whether macro or micro, is the basis of a good PR program and can set a positive tone for the agency/client relationship. Without goals, the agency has nothing to work towards; no direction, and they may be spending their time on activities that do not align with the overall marketing goals of a company, wasting everyone’s time and budget.

Make Them Feel Part of the Team. In my experience, the best run accounts are those that make the agency feel like a seamless extension of the company marketing team. Many in-house contacts tend to think of the agency as just the agency, or even worse, just another vendor. By making your agency feel like they are a part of YOUR team, they will likely be more inspired to put forward their best work for your company. For example, the in-house company contact could include the agency in regular marketing email updates or team meetings, when appropriate. This allows the agency to be privy to the most up-to-date information about new customers, partners or technologies – helping them to create more newsworthy press releases and press pitches. The in-house company contact could also include the agency in marketing team celebrations. After all, the agency was likely a part of that success, too. Hiring an agency is not a small decision for a company, it is an investment of precious marketing dollars and the marketing director’s time to get the agency team ramped up on the company’s messaging and technology offerings. Make the most out of your agency investment and think of them as part of the team.

Communicate. This should go without saying, because we are all in the business to communicate, but marketing directors and managers tend to get pulled into so many different directions that it is easy for the agency to be an afterthought when things get busy. Consistent and up-to-date communication with the agency is a key factor to a successful PR and marketing program – this could be in the form of weekly or bi-weekly PR calls. Keep the agency appraised of anything that might help them do their jobs better, and everyone succeeds. Don’t shut out the agency when important events are occurring in your company, either. A client that I worked with years ago failed to inform us that they were being acquired, and I found out via a reporter who called me to get a comment. I was completely blindsided and pretended that I knew about the acquisition and that I would get back to him with a comment. The client said they didn’t want to tell us beforehand because they were told to keep it quiet until the announcement was official. The better strategy would have been to notify us in advance, so we could have a prepared statement ready when the press came knocking, instead of being like a deer caught in the headlights.

Kindness and Honesty Goes a Long Way. This best practice has my “mothering” instincts written all over it, but I truly believe in the old adage that you can catch more flies with honey than vinegar. Don’t forget that the agency account team members are people just like you, and deserve to be treated with respect and professionalism. Be kind to them. Recognize them if they are responsible for a media hit that results in a customer win for you. Do not ever take full credit for something that an agency was responsible for. Why? Because it is the right thing to do, that’s why. The best clients I’ve had are those that have treated me with respect, kindness and honesty. Throwing an agency under the bus can only come back to bite that person on the butt and burn bridges. My best advice, do the right thing, always. The best clients are those who inspire us to do great things. 

What are you tips for best managing a PR/marketing agency? We’d love to hear your opinions!