Yesterday I wrote about Target and how they were able to successfully launch a marketing campaign on Facebook. While the Target campaign was running, Wal-Mart also tested the social networking waters again with its own social marketing efforts. Unfortunately, the results were not a good as Target’s.
Target was successful on Facebook for a couple of reasons. One was that the ad agency spent time on Facebook and understood how Facebook users were interacting with each other. They changed their marketing message to fit the Facebook audience, and they turned down the volume of their marketing message.
So what did Wal-Mart do differently? Well Wal-Mart decided to restrict comments and feedback on its Facebook page to “Wall Posts” instead of having a discussion board like Target did. This might have been an effort to control the message of the campaign but it backfired miserably as Bloggers took notice of this lack of conversation and soon a flood of anti-Wal-Mart comments appeared on the wall posts. Asked why the forum section is not being used, Wal-Mart’s rep explains, “The Wall was the opportunity we made available for these online discussions.”
Wal-Mart is a lightening rod for many people today over their labor practices and corporate reputation. Whoever was in charge of this campaign had to know that Wal-Mart’s Facebook page would attract negative comments. Instead of coming up with a creative way to disarm the critics, they decided to engage in a one-way conversation and restrict dialogue with the audience. This was the first big mistake.
The second big mistake was that Wal-Mart attempted to stray from its core. Over and over in the interviews that we have conduced you hear experts talk about how important it is to be genuine when conducting social networking. Wal-Mart is known for deep discounts, but the Facebook page was all about style and this did not sit well with Facebook users.
“Wal-Mart is known for discounts, not style,” says Drew Neisser, CEO of Renegade. “They are stepping away from their core brand truth and trying to play in foreign waters. Students immediately perceived the in authenticity of Wal-Mart trying to give fashion/style/taste advice and called them out on it.”
Forrester analyst Owyang says that the issue has to do with strategy. “Wal-Mart’s strategy appears to be more of an interactive Web design, which is evident because it isn’t using the discussion forum. Target is involving students to shape and be part of the group.”
The difference in the two companies Facebook approaches can be seen in the number of participants on their page. Wal-Mart representative Karen Burk McDevitt said that at least 2,000 members have participated in the site’s roommate quiz and other dorm-related features. Target on the other hand has attracted 7,176 members, 409 photos, 483 posts and hosted 37 discussion groups.
I do have to give Wal-Mart credit fie trying (and failing) at social media marketing. Elderman keep trying, and they keep failing.
“We recognize that we’re facilitating a live conversation and we know that in any conversation, especially one happening online, there will be some positive posts and some not so favorable. We welcome them all,” says Burk.
Elderman is coming up with good concepts; it is the execution of these ideas that is where the problem is. Wal-Mart will receive a high number of negative comments from users whenever they engage in social media marketing. They need to be authentic and move pass that. If they had positioned themselves as a good discount source for back-to-school supplies, and came up with a creative way to diffuse the negativity about their brand, then their Facebook campaign could have been a success.
Limiting conversation and positioning themselves as something they are not doomed this campaign from the beginning.
Great post.
Walmart’s execution in comparison to Target’s is an excellent example of how slight changes in social media techniques can completely alter an audience’s reaction.
Their reputation management clearly bombed here. Yet they do pretty damn well when it comes to search engine reputation management. I think it might be that they entered a forum where there’s a two way dialogue, whereas the SERPs are a monologue by the SE.
Part of the wider reason some succeed and some fail with SM marketing is who they choose to run the marketing initiatives too. I don’t doubt for one moment that the “Big guns” of old marketing are getting there – but it’s going to take time for them to adapt business structures to embrace New media and the expertise they need to bring on board to handle it.
Companies like Edelman are legends – but in this changing environment legends don’t count for so much any more IMHO. Look at the work coming out of small shops – it’s just as powerful -in fact in the SM sphere – many times the work of smaller companies and individuals just trounces the “legends”
Great article! Target had a better advantage because they initially target young adults, so they look at Target as “cool” vs Wal-mart. Wal-Mart initially target old folks but now is trying to convince young adults that they are cool as well. And, they are not falling for it.
It’s going to be a hard battle for Wal-mart to reach that demographic so they can be consider “cool”.
This article doesnt account for the fact that the base demographic is probably already decidedly biased against Walmart and for Target. Target was smart to market in this space…not its execution necessarily (although it may have been decent/good).
Walmart just chose a place to setup a campaign where the demographic is naturally pitched against them so anything they wouldve done that has a public forum attached would have attracted this negative attention on its forums. Walmart is a lightning rod for criticism of all things Corporate America so naturally people are going to use their forum as an outlet of their criticism like moths are attracted to light.
So the article overstates the importance of the execution and completely neglects the actual setting/demographic/market in which the campaign was launched that probably accounted for why Walmart was unsuccessful to this magnitude.
Great article.
It does show again how important Social Media is.
Thanks for that!
Can you specify in “a creative way to disarm the critics?”
The comparison is valid, but I could easily pick a successful company and an unsuccessful company and list differences.