The Buzz about
Selling/Advertising vs. Keeping and Growing
Relationships
By Terry Roberts If you follow the media and e-mail
discussion groups about the Internet, you've no
doubt seen that much of the buzz is about selling
things and advertising on the Internet.
I think there are primarily two
reasons for this:
- There are many Web site
owners who are looking for ways to
finance their site maintenance, if not
the initial development, and the big
bucks spent on advertising in other media
is an obvious target for them to go
after.
Most,
however, are finding that it takes a
great deal of traffic to justify much in
the way of advertising revenue, and that
the bulk of the advertising dollars are
being spent with a small group of sites
at the top of the Internet "food
chain", like major search engines,
large content publishers and large
virtual communities.
- We are witnessing the
ironic law of new technology at work. The
law says,"any new technology is
first used in the way the old technology
was, ignoring the very things that make
the new technology worth using."
For the first time in history,
organizations have at their disposal a tool which
offers platform independence (it can be used from
any kind of computer, cutting through a nightmare
of network compatibility problems with other
information systems), inexpensive access, easy
access, global scope, multi-media rich content,
interactivity, ability to survive natural or
man-made disasters, easy and seamless navigation
through the content on millions of computers,
unlimited ultimate capacity, and the ability to
change content quickly and easily to keep it
dynamic and worth re-visiting.
Never before has there been a
tool so ideal for keeping and growing
relationships. And yet, so much of the current
focus is on selling and advertising because we're
using the technology at this point in the way old
technology was, ignoring the very things that
make the new technology worth using.
In the next few years, I
predict we will see a dramatic awakening to the
greater potential of Internet technology to keep
and grow relationships. The benefits will be so
great, that many organizations will find that
alone justifies their Internet investment, even
if they don't sell a thing or generate new
customers via the Internet (but they will do that
as well!).
NetNurturing is the name I've
given to this concept of keeping and growing
relationships via high-value Internet
applications. The broad objectives of
NetNurturing are to build preference and loyalty
for your organization, to obtain greater share of
customer, and to move customers from mere
acceptance of your organization to advocacy for
your organization.
Those concepts will be the
on-going focus of the NetNurturing Letter. With
your feedback, my goal is to make these ideas as
concrete and relevant as possible. The principles
behind the ideas we will explore will be relevant
to marketing even if you aren't actively involved
in the Internet yet. I hope you enjoy the ride!
I look forward to your
contributions, questions and suggestions.
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Copyright
1997 All rights reserved. Terry Roberts
Consulting & Services. Excerpts may be used
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"NetNurturing"
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