Going organic: customers, markets, and analytics

It is fascinating to think about the depth of data and connections that one can find when focusing on a particular topic. Take "organic" or "all natural" My colleague Elizabeth Elfenbein and I wrote a Mediapost article with stats on organic trends in the USA. What seemed amorphous is actually quite organzed and is named: Lifestyle of Health and Sustainability. The trend is of continual growth.

We also brought up the perennial nature of organic online behavior, which tends to be of higher quality than promotion responses.   This is because organic visitors to web sites usually have already gathered some other information and are motivated to learn more.

We were also brought into the community of the National Marketing Institute, who has done significant research in this area. They contacted us directly with their expertise. Lesson learned: explore a research project in depth, and reach out to the experts.

Lessons from the ePharma summit

It was a pleasure to participate this month in the ePharma summit in New York, giving a lecture entitled, "Transform Your Organization through Interactive Selling." The messages of gearing your whole organization for iPad selling, segmented messaging and measurement were quite resonant.
Please feel free to contact me for a copy of this presentation.

There were other lessons as well.

* Mobile pharma applications are increasingly common, and vary from text messaging to full scale applications.

* Social media presence in pharma remains predominantly corporate, but content is reaching out to consumer submissions.

* Professional non-personal and multi-channel promotion has become manstream, and solutions are proliferating.

All in all, a dynamic marketplace for sure. Keep reading here for the latest. Or read The Bloc's latest on Convergent Times.

New Year's Resolution: Pilot innovative analytics

With the new year coming, companies are thinking fresh regarding innovative programs they will be running. Examples may be:

* multichannel marketing,
* digital interactive sales aids on iPads, perhaps with segmentation,
* social media presences, or
* online portals or communities.

With these efforts and the appropriate measurement planning, will come innovative data sources for your companies. Your new year's resolution can be: let's explore analytics for these new data sources, learn how to analyze, and discover what trends there may be.

The right analytics partner can help in translating your business objectives into analytics frameworks. Your partner or staff can also determine the approriate exploratory analytics software. The image posted here is one example of a data visualization and dashboarding tool called Spotfire, of which I have found valuable during yeras of use for detecting trends and bookmarking insights. In addition, I remain a frequent user of Netbase for social media, SAS products for data cleaning and statistics, and Angoss data mining software. There are more tools, a great resource to find them is KD Nuggets.

So, don't wait, make it your resolution to dive in and mine those behaviors.

Linked in Groups - redundancy and analytics

For those of you participate in LinkedIn, you may have joined a few groups. I must confess that my visceral reaction to LinkedIn groups is an optimistic one, hoping that they are useful for networking and solution finding, and even can recapture the old days in the 1980s of Usenet groups.

However, ever notice how much there is duplication across these groups -- they have similar sounding names, overlapping memberships, and similar content. Here are a few of my groups:

* AWA - Advanced Web Analytics

* Advanced Business Analytics, Data Mining and Predictive Modeling

* Analytics Executives Network

* Business Analytics

* CRM Experts

* Data & Text Analytics Professionals

* Digital Analytics Careers

Get the idea? Can you tell these apart by the names? And I only listed up to the "D's" Plus each of these send me E-Mails weekly (daily is optional too), and I rarely open. Those who are considering making another LinkedIn group, first check to see what is there.

However, there is an upside to LinkedIn group creators. As reported in the Mashable Blog, LinkedIn groups now have analytics dashboards. The new dashboards show displays with various demographics on membership, growth of members, and activity of posts.

For more details, you can also see the LinkedIn Blog.

So, let's keep this valuable networking resource user friendly.

Social Media recruitment for clinical trials

In rare diseases, one often finds active social media communities of patients and caregivers hungry for information. These communities exist for sharing disease state information, offering support, and occasionally advice on treatment.

Another tremendous application can be recruitment for clinical trials. This is the story of a a recent Mayo Clinic study within cardiology. A team of cardiologists led by Sharonne Hayes, M.D., has contacted survivors of spontaneous coronary artery dissection, also known as SCAD, a poorly understood heart condition that affects just a few thousand Americans every year.

The patient community is within a patient network called WomenHeart

The finding was that for this pilot clinical trial study, the number of patients needed was exceeded within a week; the overflow patients are eligible for a second round, expanded trial.

This is a great example of Acquisition for clinical trials, where social media can be a viable alternative, or complement, to paid media or other event recruitment.

Facebook silent no more for pharma

Until now pharmaceutical companies could launch a branded Facebook page, post news and offers, yet disable comments by viewers to avoid monitoring for adverse event postings. Typical for corporate pharma facebook sites, product pages are harder to find.

However, Facebook has notified pharmaceutical companies that by August 15th they must allow dialogue on these walls. The reason was to enforce and preserve the social spirit of Facebook.

What choices do pharmaceutical companies have after this deadline? There seem to be three options:

(1) Keep their wall pages post free, rendering them like a static website and discouraging return visits and engagement. Per this example.

(2) Continual monitoring and vigilence of content for adverse events using a specialized app or wrapper around the facebook page, and reserving the right to screen for event tracking.

(3) Stay on the sidelines, hard to imagine viable in the long term, given the millions in target demographic consumers that regularly browse Facebook daily.

I would predict an increase in option (2) by this time next year.

Social media for healthcare - april fools vs reality

OK, how many took this article seriously?
Supposed social media guidelines on MMM.

How many passed it to co-workers without even reading it? Who thought it would impact their upcoming project? Of course, reading this through makes it apparent as an April Fools joke, either developed by the magazine, or done by a hacker getting into it.

The reality is that social media is already a viable communication channel in healthcare, and is being implemented responsiby, respectfully, and meeting whatever guidelines do eventually come up. Especially for unbranded, disease category communities, as noted in this Wiki on Dose of Digital.

Peer to peer advice and case based learning have always been powerful forces in medical decision making, for professionals and consumers.

When the real guidelines come out, they should take into account the positive good already taking place.

Wisdom 2.0 - sure wish I had gone here

Reading through my Twitter for news items, I stumbled across tweets from a range of delighted and peaceful attendees of the Wisdom 2.0 Conference. Check out the speakers, and the agenda. You can watch live if you are in synch; but I think I missed it.

Anyway, seems to be a Silicon Valley SF Bay Area assembly of high powered software executives, yoga instructors, and people in between. For 3 days, talking about work-life balance, being at peace with rampant technology, and what is real connection in the age of social media.

As our communication and connections become more rapid, global, and superficial, we struggle continually. The pendulum has swung to reactivity, rather than the proactive days of deliberate appointments and letter writing. The ancient ritual of Sabbath days can be a pause to past times, but those traditions are harder than ever to keep. Would have been nice to sit outside with a cup of Java and a biscotti with other nerds stretching to yoga and pondering the implications.

Already thinking about booking for next year...

Youtube: unbranded health video channels on demand

The increased usage of healthcare videos on Youtube is rampant, it is taking on many forms, official and non, and is as complex a network as the whole Internet itself. The YouTube growth is surprisingly prevalent among both among consumersand heathcare professionals.

A 2010 study of Manhattan Research study reported in Med Ad News notes that "the majority of physicians visit YouTube ... nearly 2 in 3 physicians are using this website for personal or professional reasons."

Youtube healthcare videos include the polished, consumer unbranded health content from the Johnson & Johnson health channel. I get my leads for this channel from promotion by a Twitter feed from Robert Halper

Both consumer and professionals benefit from YouTube channels of major medical institutions like the Mayo Clinic Youtube channel.

More purely professionally oriented videos covering the latest studies and medical conventions are found on the Insider Medicine Channel
and The MD Conference Channel. What is most striking among these are the high volumes of views yet low number of memberships. The metrics are about viewing and downloading.

While there are channels for professional associations like American Society of Plastic Surgeons and American College of Rheumatology, content streams are by no means standardized. There can be:

* association announcements
* clinical cases
* training videos
* career advice
* information for pateints.

Then, aside from all of these "official" channels are thousands of independent healthcare professionals and interest groups generating content they deem valuable for others. Any Youtube search will show you that. For example, many professional journals are not quite on YouTube, but a search for "New England Journal of Medicine" will demonstrate the wide variety of posters.

What is the implication of all this?

* Professionals are on YouTube, posting and downloading videos, but in non-predictable ways.
* Search here is as important as elsewhere on the web.
* The situation will continue to evolve, perhaps consoliating, or remaining de-centralized.
* Advertising models still seem to be forming; some of these links have ads or sponsored links, others not.


Stay tuned.

Twitter, my second business news channel

A Twitter account can serve multiple purposes, but it is best not to mix them. Some people view Twitter as a way to keep track of the latest whereabouts and activities of friends. Others, including myself, find it a terrific, focused continual news source.

I am fairly selective on who I follow on Twitter, and on what I tweet about. I keep it to business and professional interests. If you would like to see who I follow on Twitter, check it out.

The categories include Analytics areas like:
BI Analytics News

Analytic Bridge, by Vincent Granville

KDNuggets, by Gregory Piatetsky Shapiro

and Health Topics like:

Dr. Jenny K

New York Times Health

and advertising news such as AdTech, Ad Age, and Agency Spy
There are also a few pharmaceutical companies that tweet, and I follow some, and try to keep pace.

Finally, there are like minded professionals I respect for passing along good news.

Why is this my second favorite professional news source, after The Wall St Journal? Because the social network is sending my way filtered content rapidly; like a marketplace of filtering. My network of colleagues and sources has interests that overlap mine, but do not exactly duplicate. They re-tweet breaking topics that I find fascinating, and I try to reciprocate when I can. So I am exposed to news items and trends that are aligned with my interests.

I suppose RSS Feeds can accomplish the same thing, but Twitter also enables the multi-way, networked interaction. I do not check Twitter often, maybe once every other day. But that's enough for me to keep track of the industry and professional trends I care about.

Groupons and Healthcare

Are you a Groupon member yet? The group-based, local market volume discount website has been in business for two years and has grown like wildfire. The latest news is how Google has been attempting to purchase them, and as of now Groupon has resisted

Very intriguing to think of how far Groupon can penetrate healthcare. So far Groupon offers have primarily been with cash-based, wellness types of services. These include vision care, spas, dermatology, laser hair removal, and healthclubs. In principle, pharmacies could be active here, for consumer goods and maybe some over the counter items. Indeed, drugstore.com has leveraged Groupon for offers, as shown in this Mom blog.

If you are in a cash-based consumer wellness area, then Groupon seems like a fertile ground for local market retail partnership and testing of offers. It may also be a great venue for acquisition into consumer RM programs.

However, crossing the line to Rx-based medicine seems like purely speculation at this point.

Could Groupons be valuable to new physician group practices that are trying to grow a patient base? A specialty practice physician blogger is considering Groupon as a marketing tool. One hospitalist physician blogger has considered the insurance implications.

Groupon requires login and registration, and so collects data on certain purchase preferences, including health and wellness if those are bid on by the individual joining a group discount. Therefore HIPAA is likely a limitation that prevents placement of more prescription or clinically-based offers.

I look forward to reading studies about the impact of Groupon generally, or on health in particular. Readers are invited to post their thoughts or experiences.

Thankful for an Astonishing Age

Thanksgiving is a day when we all can be thankful just for health and family. Yet since I was a boy I've always admired sports columnists on this day who write about being thankful for professional reasons: athletes who are good leaders and exhibit sportsmanship, inspiring stories, etc. As I reflect on Healthcare Relationship Marketing, here are some reasons to be thankful for professionally in this revolutionary age:

* The astonishing era of new drug development we live in. Thanks to genomics, stem cell research, and other technologies, diseases once intractable are gradualy becoming dissected and understood, and innovative medicines are extending lifespans and their quailty. See this MIT Technology Review index for a few examples of the cutting edge. Or start at The National Cancer Institute and see the wide range of clinical trials.

* The multi-channel revolution in promotion to both consumers and professionals. No longer is it merely print and TV to consumers, and sales forces and congresses to professionals. There are alternative tactics that can be rapidly developed, orchestrated according to designed experiences, tested, and measured for success.

* The remarkable acceleration of data mining and visualization software tools with gradual learning curves. See KD Nuggets for a great software index. Gosh, in graduate school I wrote my own LISP code, and then I thought SAS and S-Plus were transformative. Now it's revolutionary just being able to install a shrink wrapped software and dive right into clustering, decision trees, multivariate modeling, or 3-D trellised scatter plots. Unbelievable.


* Search engines, around since Archie and Veronica of the early 1990s, then Excite and Ask Jeeves of the mid to late 1990s, to today's Google dominance, Bing challenge and embedded search in online portals. Gives the masses access to critical health information, and delivers a way for mid-funnel interested parties to reach their health seeking goals.


* Social media, that is giving people with serious medical conditions access to clinical trial and treatment information critical to their health in ways faster than ever. Could Patients Like Me have existed ten years ago? Of course, caveat emptor, not all news in the social frontier is accurate; still see a physician for treatment. But social media helps you know which specialists to see and how to discuss health topics.

* This transformation of the publishing world, where E-books enable wider and greener distribution of traditional edited tomes (mine included, see forthcoming book and an online book seller ), and blogs like this one can spread readership virally around the world in a loose meritocracy.

* Most appreciative to forward thinking marketing and sales clients who are willing to push the envelope of their professions in order to better serve patients and healthcare professionals.

Moms on Social Media -- Behavior Segments

I've worked on a variety of consumer social media monitoring analyses across therapeutic categories. When analyzing the source of consumer posts, there is one commonality: mothers networks. Conversations on allergy, immunization, nutrition, diapers, cosmetics, and a host of other health topics are being talked about on major Moms' social networks. After Facebook and Twitter, the next leading source is often from Moms.
There are plenty of communities, have been for years, and they keep growing. Here is one search result which leads to indexes of Mom social sites.

Thus, it was fascinating to find this recent article in the latest print edition of Quirk's Marketing Research Review, a great synethsis of practical research results. (see the online portal).

The article summarized the BabyCenter 2010 Mom Social Influencer Report. Definitely worth a read if you are marketing in a health category where mothers are a core segement.

The emphasis is on influence, and breakouts are by segment. Take a read, and learn about:

Influencers are:

* Field Experts: Young, stay at home, 8% of Moms, 33% of influence

* Lifecasters: Lifecasters, tell everything online, 8% of Moms, 34% of influence

* Pros: Gen-X Moms, sharing expertise and advice, just 2% of Moms, but a high index at 11% influence

The influenced are:

* Butterflies: Young professionals, self-confident, online to socialize; 16% of Moms, 7% of influence

* The Audience: online to listen, 66% of Moms.

Essentially the splits are based on generation, educator vs listener, and how much social media is within your life's fabric. Field Experts and Lifecasters are large and disproportionately influential, in sharing their experience, and also recommending brands they favor. Pareto's 80/20 rule also holds: according to the segmentation and analysis: "18% of social moms wield 78% of the overall influence." Most are learning from the hard core bloggers, posters, and stay at home enthusiastis.

Benoit Mandelbrot RIP, an ode to modeling complexity

An intellectual giant has passed, and his life and research can be inspiring to all of us, whether a young theoretical mathematician (as I once was in college), or a data-driven marketer (where I have ended up so far). The news came to me rapidly . via Twitter from Analytics Bridge as well as several techy blogs.

Benoit Mandelbrot (see the NY Times Obituary) was famous for developing fractals, that are mathematical models of the complexity of nature, especially growth patterns. These models are of infinite complexity, and usually beautiful to render, like the image shown on this blog post. Read one of his biographies about how Mandelbrot got started thinking about fractals as he investigated a question on "how long is the coast of Britain?" and realized "it depends on how closely you look."

This brings me to the point of online digital metrics, which can be simplified with shallow views like visits, page views, or friend counts. Or, one can embrace the complexity and do full path analyses, understand behaviors, see the patterns in the viral spreading of social networks. The insights of going in deep can lead to brainstorming that turns around a business. Even to beautiful graphics like Mandelbrot fractals.

Digital Response Curves are Rapid

Above is the google analytics tracking of visitors by day to this particular blog. As my readers know, I post about once weekly, and then promote each post via twitter, linkedin, and sometimes facebook and email. There are also baseline pointers from referring sites like The CementBloc Website and Gower Publishing.

What does this figure show us? That in the electronic world of promotion, responses are rapid, within a day, two maxiumum. All of the spikes on the chart above are the very days where a new blog post was entered by yours truly. But within two days, back to a fairly low baseline.

Think about this during your email, twitter, or facebook campaigns. You have to keep communicating and keep content fresh to attract visitors. Do not fall into the "build it and they will come" complacency.

Want to learn more about response rates? -- a good place to start is the Direct Marketing Association and its annual fact book. There are breakdowns of response rates by industry and channel.

Happy promoting, effectively and efficiently.

Social communities: authenticity brings response

Social network communities can serve multiple purposes within CRM: awareness, publicizing a cause, acquisition into a database, or spreading advocacy. However, if you are building a social community, you will get more effect if the social community is authentic.

Very authentic is the new community for metastatic breast cancer from Abraxis,
Share the Little Things. Developed by The CementBloc, this digital community with consumer generated content is groundbreaking. A Facebook presence serves as an alternate portal and awareness vehicle Heartfelt posts by patients, caregivers, family members, and friends show courage and fortitude in the face of this devastating condition. This is a movement, picked up by bloggers struggling with breast cancer.

At the opposite end of the spectrum is a similar looking advertisement,
Get Free Advil. Although appearing as a community at first glance, the advertisement is acknowledged to be models, all in the same stilted pose, pushing samples. Basic product advertising is fine, don't get me wrong, but in Web 3.0, people are seeking communities, and misleading may backfire.

The long tail of online media

How well do you understand online advertising, and where your media company is placing your banner ads and search box results?

Try an exercise... go to Google and type in a small business in your neighborhood.
Perhaps's "Joe's flower shop." You might get a search engine result like this where the results are about florists, and where the text box ads are also about florists and related items. So far so good. Now click on one of the local results, adn you might get a a directory listing link like this.

Notice the banner ads on your local flower shop? Not about flowers -- maybe the ads or for cars, sneakers, mobile phones, even pharmaceutical conditions or particular drugs. Why is this? You weren't looking for these things in your search.

This is a combination of several effects. One is that if you are logged in, and you have cookies enabled, there is demographic and behavioral information that can be leveraged for online media placement. (In fact, try the same exercise while not logged in to any email or social media systems). The other major effect is the media industry's design, a tactic called "the long tail." Note that Ford motors, Nike, or that pharma company did not particularly wish to target Joe's florist and other small businesses for media placement. But their media company may have paid an ad network to find people in a certain demographic: age, gender, spending levels.

Now, how likely is it that a person trying to order flowers from a local shop, will suddenly become interested in buying a car, or go to their doctor about a new pharmaceutical drug? The effect is more likely to be very subtle branding, but not much direct response.

So, if you are placing online media for a direct response consumer RM ad, be proactive and intelligent about where your media company is placing your banners. What percentage of your spend is on this "long tail" that is probably not going to get a very high response rate, due to lack of relevance to the search. If you are paying by the impression (CPM), it may be costly, if you are paying by acquisition (CPA), then perhaps the low hanging fruit can accumulate.

Journal of Case Reports -- Halfway to Social?

Much publicity about Elsevier creating a purely online International Journal of Surgical Case Reports, where physicains pay $400 to have their written case reviewed. Here is an example published case study, with figures. A recent Medical Marketing and Media article discusses this, including the motivation to build a case database for searching valuable cases.

Online advertising may be under consideration by Elsevier, though not currently implemented.


Author fee aside, this new journal is an advance in user generated content in the typically slow moving world of publications. In addition, this seems to only move halfway to achieve a more full potential of professional social media. Why not allow surgeons to post and have discussion threads about the cases, to learn from each other, and accelerate knowledge?

Social media spreading behaviors: MIT study

A recently completed
two year study from Asst. Prof. Damon Centola of the MIT Sloan School of Management has shown remarkable behavior spreading differences in two different "canonical" standard types of social networks. This was also summarized in Mediapost.

The two types of health networks that Professor Centola set up werecommunity neighborhood based, pictured at left, and random casual contact based, pictured at right. The blue dots represent the spread of health information and behavior adoption across each types of networks; white dots represent individuals not changing behavior. It turns out based on empirical evidence that spread of behaviors is more rapid in community based networks, moving slowly but effectively from community to community, trransferred through individuals spanning neighborhoods.
I recommend out blog readers see the MIT page and see the video of Prof. Centola.

What does this mean for consumer healthcare RM? Try to introduce your message through multiple well connected network neighborhoods where prospects of paitents have something in common. Do not rely on random chance encounters; do not presume "build it and they will come."

Physician Social Media Grow for Specialists

A recent article in Medical Marketing and Media summarizes the rise of healthcare professional social media and points out the increase in specialty specific networks. Specialists interviewed point out that general purpose communities like Sermo may not get into the depth of investigation they need. Requirements like patient case studies, medical conference reports, key opinion leader discussions, and video vignettes related to those patients.

These networks may grow out of health networks, they may be pharmaceutical industry sponsored, or be affiliated with an association like the American Academy of Opthalmology, 7,000 strong. Also intriguing is the surgical video sharing site Vumedi.com for surgeons. A real professional twist on Youtube.

Specialists love to confer with their peers at conventions, and now it is just expanded to the personal space. This can be a real acquisition or awareness opportunity for pharmaceutical marketers, particularly in an unbranded way.