The Power of Facebook

Anybody who had any doubt of the power of marketing on Facebook has had an object lesson this week from a couple from Essex. Jon and Tracy Morter successfully campaigned using only a single medium, gathering nearly half a million fans on their Facebook page. Taking a song originally released 17 years ago and beating the 4-month long marketing campaign driven single from Joe McElderry shows the real power of reaching people. Taken in conjunction with the fact that this campaign was only one week long, and had no budget at all the results are truly remarkable.

This may now mark a true shift in UK businesses perceptions about online and social media. As we’ve already said in other blogs, more and more companies are using social media to reach and understand their customers. This is what research has always been designed to do, but the advantage of social media is that it enables the possibility of personalised two-way feedback between a brand and their customers. 2010 will be a year that using social media will become a mainstream business strategy, with more brands realising the huge potential that platforms such as Facebook and Twitter bring.

Focus Groups Briefing

The brief is the cornerstone of all research. It need not be a lengthy piece of work but there should be a written document to ensure that everyone is clear what they are expecting from the work. Whilst not comprehensive, the following ‘headlines’ should be considered, and like this post proves the brief really can be short and sweet!

1) Purpose of the research: Why is the research being considered in the first place? What hypothese do you have about your business? What questions are you hoping to get answered? Think here about who exactly will want to get access to the information provides and ultimate give consideration to just how the results are to be used in the organisation?

2) Objectives: Map out the specific topics that need to be covered, in short you need to be clear on just what it is you want to find out?

3) Target group profiles: Ideally as tightly defined as possible, with some thought to where these people might be found. One challenge we are sometimes faced with is that of wanting to find non-users. Non-users of a new or a niche brand may be very easy to find, and as such they may represent a potentially large segment to target. However we’re sometime asked by shopping centres to find non-users of their scheme. Bearing in mind that the centre itself may have existed for many years, and may potentially dominate the town centre the chance of finding non-users i.e. never users may be the equivalent of looking the needle in the haystack so perhaps you can focus on lapsed users – those that have been but have made a decision not to return – an incredible source of rich material on the areas your business may need to focus. Especially in these challenging times where sales are all important – every person in a focus group (no matter what they look or sound like) that has an opinion based on their experience has a valid and important insight into the performance of your brand and may be more helpful than you think.

4) Required feedback: How do you want or need the information, for instance this can be a ‘book of the film’ approach, more of a presentation format, an executive summary report, the full blow by blow transcript of the focus group or a video of the groups from start to end

5) Timing: Not forgetting of course to be clear just when feedback is actually needed!

So there it is. Not too hard after all.

Qualitative Research Venues

We are often asked “where is the best place to hold Focus Groups?”  This is actually quite straightforward.   Here are some tips.

1. Brand image: As the identity of the client or business under study may be announced it is important that the location used is somewhere which reflects the status of the brand. 
2. Easy access: This means that a location should be chosen with good public transport links and with nearby parking.
3. The basics: The room should be big enough to accommodate your respondents and you sitting comfortably in a circle with some additional sits for observers ‘at the back’, have some natural light, be at a comfortable temperature for up to 15 people (not have a noisy air conditioning or heating unit to disrupt the voice recording) , be totally quiet and closed off from any people wandering in or past,  and tea/coffee/water (but not alcohol) should be available.  Having a separate area to meet and greet the respondents so they can gather until all our present is really helpful.
4. Beware cheap alternatives: Be aware that the brand owner’s own premises may not be ideal, for instance with shopping centre research attendees are less likely to be critical of their experience if groups take place actually in the centre’s management suite.
5. Rented rooms: Most branded hotel chains offer more than adequate facilities for the purposes of holding Focus Groups.  Again the savings to be made in ‘no cost’ alternatives are usually false savings if the facilities are inappropriate (see point 3) since the cost of the venue tends to be less than 10% of the total project cost.
6. Filming: One final point, if clients wish the groups to be filmed they should ideally be held in bespoke studios which are available around the country. These locations are usually fitted with two-way mirrors and an observation room.  If a viewing facility is not available filming can be arranged through a freelance professional service.

Focus Group Respondents

Another question we get asked is how do you determine who to recruit for your Focus Groups? Essentially we will aim to recruit to a given specification which is likely to be defined by criteria such as age, gender, or life stage, but can also be determined by attitudes, values or behaviour.  Where a clear recruitment brief is available that is one thing, but I’ve also been faced with the comment “I want to appeal to everyone from 18 to 80.” It’s a nice concept but essentially flawed, as far as Focus Group research is concerned, unless you are able to stretch your budget to cover all these groups.  Our approach is that in qualitative research we are aiming to talk to a small group who between them may help us uncover those issues relevant to a particular demographic, in other words each group’s composition should be of ‘like-minded’ individuals to maintain relevance. 

 

So it is important that we recruit along certain lines.  A too tightly-defined group, for example ABC1 current users, aged 28, non-working mums and married with 3 children, might be feasible to recruit given enough time and money but is almost certainly one extreme.  At the other end of the scale a group spec of ‘Female shoppers aged 18 to 44 years’ is probably too wide, since the 18 years olds are more likely to be living at with their parents, or possibly students, and the forty-somethings may well have children if not grandchildren of their own.  This means that they will have quite different perspectives on most issues, including your brand or market.  Mixing genders is also something that we try to avoid.  For example, combining young male pub drinkers and young female pub goers in a group could be a complete waste of time and money as each potentially is oppressed by the others expression of their differing motivations and needs from a pub. Female shoppers also have particular views on shopping which males frequently do not begin to comprehend and mixing them is not at all advisable.

 

The key issues to consider when creating groups, therefore, are:-

 

1. Gender: the ‘Men are from Mars, Women are from Venus’ cliché is true in most markets.
2. Age/life-stage: Pre-family respondents probably don’t have any interest in nappies, and many retired have no need for a mortgage!
3. Social class: Although this has fallen out of fashion it is still in vogue in the popular press and a number of brand owners still target using social grade or class.
4. Income: students, unless they are independently wealthy, are probably not in the market for Ferraris and many of the better off are not likely to be motivated by a lot of promotional offers.
5. Usage/behaviour: This is possibly the most important issue when?, how often? and have they ever used your brand? - if recruiting for ‘regular’ users what is your definition of ‘regular’? Lest not forget the all important lapsed user or the non user group where it is vital to ensure they fit your criteria of ‘non’ or ‘lapsed’ customers.
6. Values, beliefs and motivations: These are the deep-seated drivers that influence behaviour, and that help to explain the reasons behind the behaviours that take place.