One of the big gotchas of the social web is that what makes it so empowering for individuals is also it’s greatest challenge as a platform for business.

At its core, the web is naturally a platform for people. It highlights each of us in the center of a self-curated world with our popularity equaling our reach and influence.

It is as personally powerful as it is addictive. Remarkably self-centered and surprisingly a great platform for collective groups of individuals, the community.

Lately, the idea is being bandied about as fact that for businesses to be successful on the web, somehow they need to take on a personal persona and exist side by side on an equal plane with you, me, General Electric, our favorite restaurant, our dentist and Walmart.

It just isn’t so. And a dead end marketing strategy.

I’m not a social commerce denier in any way. The opposite actually.

I’ve posted endlessly on how the web has changed not only our lives but also the essence of how we do business. How the customer is squarely the center of the commercial world. And that we are entering the world where marketplaces are the most natural platform for business.

But, companies aren’t people, no matter how humanized. And neither are brands. Business is not a masquerade, a product in an individual’s clothing.

It’s a fascinating dichotomy. The web as an organic platform for people and communications,  and businesses’ uncomfortable use of it for commercial purposes.

For people, the web is a frictionless runway. Individual voices, transparent messages, global reach for the clear of intent are not the exception. The web as a platform for connected individuals just works.

For pundits and people doing business as themselves, it’s a dream platform. There is little separation between the brand presented to clients or fans, and the more cleverly you share your quirks, the more somehow this informs the potency of your professionalism.

But as companies or for products we sell that are beyond ourselves, this is simply not the case. It just doesn’t hold true.

Selling stuff and services as a company is where the social continuum appears to splinter. The web doesn’t belong to companies; it belongs to their customers.

This is not to say that commerce doesn’t spring out of community. Nor that conversations across the web don’t indeed sell product. Or that transparency isn’t an essential component of doing business today.

But the idea that companies need to act like as individuals and refabricate themselves to exist on the social web is chasing the wrong rabbit down the wrong hole.

With people, our product is our personality. With companies, our personalities are in the products and services we provide and how we deliver them. The aggregate of that is the brand that our customers bestow on us over time.

Every one of us and every company falls prey to trolling the social web on blogs for comments and connections, on Facebook and social nets for new customers and prospects. We do it cause its there and it’s easy. It’s an incomplete strategy.

Every business and marketing person faces this pull and contradiction daily.

Individually we start each day, checking into our nets to discover products and things to do, connect with friends and plan our lives. We get to our offices; sit in front of our computers and often stare dumbfounded about how to discover and talk to those same customers that look just like ourselves.

This is the social web business dilemma in a nutshell.

Building markets and understanding customer behaviors are neither simple nor trivial tasks. And complicated of course by the newness of the social web itself and its constant state of flux.

For myself, regardless of the market segment or social platform, these guidelines work for me as a marketer:

-Acknowledge that the web is not about your company or product but the customer’s view of them. Cede them control and embrace the messiness of the market if you want to harness it.

-Every product, every community of customers is unique. Crossfitters want to celebrate their personal fortitude while learning how to get more fit. Organic Avenue is as much about what’s in the juice as to how it tastes. SoulCycle, the monster spinning brand,is about instructor heroes, including their SoulPups.

-Don’t try to sell where your customers play. Nobody transacts on Facebook. Trying it again is against the human grain and won’t work.

-Measurement is not the end goal. Understanding customer behavior is. If your takeaway is a number you are not learning enough.

Try these directions on for size and apply them to the specifics of your business and the social platforms you are using.

This is very hard stuff to crack. A combined task of marketing, community management, product development and every external facing connection in your company.

Understanding your customer’s behavior is no less complex and ineffable than your customers themselves and the market they represent. There is certainly no easier way to do this and possibly, in today’s connected world, no other way at all.

Cross posted from theLocalSip blog, a passion project of mine in collaboration with the best wine shops in New York.  Community-driven commerce for the wine world built on a global network of neighborhoods is the goal.

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I’ve been dreaming for a long time about a marketplace connecting wine lovers with the best wine shops in the country and the most interesting winemakers across the globe.

I’m a passionate lover of how wine enhances our lives and builds friendships. And an unabashed wine shop junkie.

I just love popping into shops all over the city, walking out with a bottle I never heard of and a new connection with a fellow wine aficionado I hadn’t met before.

That great feeling that I get when someone sells me a bottle along with a story of a winemaker making wine in a unique way with some grape I never heard of that will somehow be perfect for my evening.

Vinous serendipity at play.

theLocalSip is live now. In Beta. In its infancy. Actually a neonate with a lifespan so far measured in hours;-)

A platform for a marketplace that will happen between wine lovers and shops. A celebration of a global neighborhood of common interests.

A huge thanks to the participating shops for taking this journey. You rock! We have something special here that will grow and change and work.

An equally big thanks to the some 200 folks who were in the system while I was sleeping and accessed some 3000 pages. And the many email responses with good suggestions and encouragement.

My ask to wine enthusiasts:

Play around with theLocalSip.

Start by doing what I just did.

• Go to Find Tastings
• Select This Week
• Select All Neighborhoods

I see amazing tastings to go to. Two at Frankly Wines. Two, even more, at 67 Wine. A couple at Chambers Street Wines. One at September Wines. One at Natural Wine Company. These are the tastings at a glance for Week One on Day One of theLocalSip. Great wines being poured by passionate and informed people.

I won’t make it to all of the tastings but I will buy wines on line with one click regardless. I’ll build a favorites list and share it to my friends across the city and the country and suggest they buy a few online or wander into the shop if in the neighborhood.

This is Day One of theLocalSip. Shops are applying from every neighborhood in New York. Tastings around the corner from wherever you live.

I’m super excited.

Make this community your own. And have fun with it!

Conversations are fast becoming my tool for discovering information and connections on the web.

Most every morning, post sorting through emails, I check continuing conversations from the day before, jump onto friends’ blogs and, if lucky, discover interesting comment threads to weigh in on.

This idea that we lean on our networks for information is not new. I’ve blogged on it before before. But the push towards a more conversational and engaged poise as discovery certainly is.

Maybe this realization is driven by the evolution of my information needs, which are less today about searching for facts and more about discovering direction and people.

Or maybe with the majority of the world’s population comfortably online and the Internet fast enough to support real-time social discourse, we no longer need to lean on technology to capitalize on the web’s human potential.

I don’t know…but it’s certainly true that the web has become more and more about people and less about technology and platforms. People are advanced social animals. We talk a lot. About everything.

Socialization is how we learn and work and play. Conversations have become– for me at least–the measure of online value. They replace links, clicks and likes. Beyond a faceless click and a knee jerk social gesture.

I’m not alone.

Ro Gupta from Disqus, my favorite web commenting system, shared some off the cuff data on the state of commenting today.

Ro estimated that people interact with the Disqus platform of over 1 million blogs over a 100 million minutes everyday. On an average day, some 500,000 comments are posted. Figuring a minute or two to write a comment, commenters are spending some 17,000 hours a day posting across the Disqus platform.

This is just Disqus of course. Add Facebook comments, native Word Press, the smaller players and this non-scientific stab at scale speaks to a decent swatch of the social web that is talking and engaging daily.

The idea of a conversational web feels real to me. I use Google for details like what time it is in Kenya or how to change a battery on my camera, but for basically everything else asking my networks and clarifying with conversations is proving more and more the answer.

The time in value out equation is out of whack.

Conversations of course are both chatter and work, informational and personal. A blurry line that will get even larger as more and more join in.

The basic rule of network efficiency and relationships plays here as well. If you want a network or community to know, listen and support you, then you need to put in the time to know them. Lots of time.

The results can be spectacular. With friendships, new customers and great ideas as the offshoot. In fact, a whole new way of doing business and building community starts from this.

But it’s also messy and a time sink. In fact, a variant of ADD seems inherent in the approach itself.

Companies like Engag.io are making strides to ameliorate this. They have a vision to defrag attention, refocus time, and connect people through an engagement bridge. It’s adding efficiencies but also hints at the big gotcha, discovery, where the key to this paradigm lies.

I’m torn whether efficiency is really the answer though.

Once you put people front and center, the dues you pay is time and engagement. The value of these connections and relationships simply may outweigh it all and change the value equation.

Discovery is still more aspirational than reality.

The Disqus numbers comfort me and let me know that I’m not alone.

But they frustrate me more, like a Ray Bradbury sci-fi nightmare, where there are waves of people talking about what interests you, but you just can’t find them.

Something is out of whack.

I tracked my top 20 conversational contacts through engag.io to see where they were hanging out. I was searching to discover a new group of communities to broaden my networks.

The breadth of my friends reach was actually very small. My networks grow more by pulling in others through social gravity to where I am, than discovering new communities to engage with.

Makes you wonder where the 500,00 daily Disqus comments are? In deep community pockets like avc.com just beyond my view or spread like air across the social web?

How many communities of engaged people around niches of interest are? How do I find them efficiently or take the right position for serendipity to happen?

Discovery is the big nut to crack.

Disqus could do it. Engag.io could. Lots of creative minds are circling around this. It is the key to the next iteration of the social if not the conversational web.

Engagement is the new currency of the web but it’s still very scarce.

While most communities are blog-based, very few blogs are communities. This is not semantics.

Community requires leadership but is defined by the people who are engaged not by the personality of the blogger that leads. It’s a dance but the rhythm comes from the community.

The disconnect is that while the value of a community model grows, the number of new communities of substance seems disproportionately small. Or maybe I just haven’t figured out how to find them.

This is a topic with more questions than answers. Please do share your thoughts and where you find engagement and value on the web.

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Note:
engag.io  is conducting a research survey on the State of Online Conversations that closes tomorrow. If you have a few moments, do help out.  The survey is here.

I am presenting the results of the survey on a Blog World panel next week in New York with Fred Wilson, Jeffrey Minch and William Mougayar.

Gestures are the body language of the web.

The equivalent of the power of a glance. The roll of an eye. The shrug of a shoulder. The accents to talking and the rhythm to our words.

Facebook understood this early. They built a platform that encapsulated gestures as expressions through liking and sharing. Pure utterances of ‘yes’ around objects, mostly photos. Or cheerleading causes.

Brilliant actually. But their promise was bigger.

They understood the power of gestures as a dataset of engagement itself. As a variant of language.

The act of liking across the sweep of your interests was a funnel for personal information. The data fed the implicit social inference engine that personalized your news feed, hand delivered you ads and recommended people you should meet.

I buy into this idea of an implicitly road-mapped future completely– but it’s gone very stale.

Maybe there’s just too much noise but I think the problem goes deeper. Facebook’s taxonomy of gestures were too light and the data too devoid of context to really matter. The brevity of the expression isn’t the issue, it’s the limitation and core inflexibility of the gestures themselves.

The act of being liked today, to me, feels like a generational secret handshake from the past. Facebook is showing cracks and hints of mortality as the gestures themselves are trivialized and outdated.

My friend William Mougayar (@wmougayar), CEO of Engagio wrote a post this week on gestures as the lighter end of the hierarchy of engagement syntax on the web. It’s a great read. He sees the Facebook Like and a 1000-comment thread as the opposite ends of the engagement scale.

This is true certainly, but what’s true today for gestures may well be different tomorrow. Gestures as  the body language of the social web are being reinvented as a key part of language with import, not just exclamations of core emotions.

Our canvas of gestures today, mostly Likes, thumbs up and emoticons, as cute as they are, are just too simple for the complexity of emotions and thoughts we need to express. New gestures are needed.

At a basic level, Disqus’s new Beta software is a step in this direction. The removal of ‘likes’, replacing them with ‘voting up’ comments within a conversation string, addresses this head on.  It brings context to the gesture and makes the individual utterance part of a community action to vote rather than simply a back slap. It seems to be working.

Broader, more strategic strokes are looming in at least three areas.

1. Sharing 2.0

Mark Slater, CEO of Getabl talks about ‘Sharing 1.0” as the commoditizing of sharing as a gesture. When it becomes ubiquitous and simply a reflex, it is trivialized. Both less viral and less data viable. This is reality today.

My sense is that Sharing 2.0, will roll action and transactions into shares and links. Gestures, like shared links, will become social objects with transactions embedded. This could be the missing (transactional) link to  the idea of social commerce.

It’s easy to imagine a shared commercial object, like an article of clothing from an apparel brand, being transactable wherever it is clicked. A shared gesture as commercial object redefining the idea of what channel means for retail. The store will simply be wherever the object is shared.

2. Gestures as shorthand for a language of engagement

Limited input devices, like mobile, will no longer restrict either the richness of the data captured or the value of the output.

I believe that within a few years, a natural Morse code will surface as a mobile syntax of the future. Just because the input is micro-sized doesn’t mean the conversation or engagement should be lessened.

The idea of big data pools driving implicitly driven lifestyles from a population using mobile devices feels imaginable and concrete.

3. Horizontal networks will stop masquerading as contextual communities

The old truism in marketing is that whenever you go from a general to a specific you usually fail. Those of us who have engineered brand and product line extensions know this to be true.

The dearth of context on the horizontal social graph, the thinness of gesturing as a language and the transactionless nature of Facebook specifically, have pushed the emergence of niche communities of interests and marketplaces like Etsy, Ravelry, even Wattpad. More are coming.

My belief is that as mobile-base gestures are devised, communities that are mobile first, that exist wherever you are will begin to develop.

This is all about technology catching up with human behavior.

In real life, gestures are key to communications.

Great communicators, sales people and performers are as much artists of presentation as of content. Watching a movie without sound or people on the street in a different country tells this story well.

The crux of this stems from the reality that the web is about people. Not people online in some virtual world. Just people with extended behaviors from everyday life.

The more the on and offline borders blur, the more true this becomes. And the more there is a pent up need for companies and apps to crack the gesturing code.

This is not an idea in search of a market. I think very much a market in need of an means of expression.

When all channels were brick and mortar, all communications print and even electronic media had a cardboard package, there was this marketing thing called a ‘launch’.

I spent two years of my early career on the road doing launches–over and over, city by city, by country by channel rolling out tech and computer game products across the globe.

I had online communities of enthusiasts and developers who fed a hybrid model, but offline distribution was king and set the rules and schedules.

This was the rolling ‘big bang’ theory of marketing in its heyday.

Companies today still fabricate availability, date and time scarcity models. And if you sell flowers, Valentine’s Day is still your season for roses. But for the most part, the ties to the physical channel are gone.

Consumer status quo today is all about democratized distribution and customer choice. Online is the new norm and niche marketplaces are steadily becoming ubiquitous.

Yet somehow this idea of a ‘formal launch’ trapped in time and space has a resiliency against change. It’s a misunderstood idea misapplied to today’s market realities.

Every day, smart innovative companies with amazing social pedigree or game changing products ‘launch’. They formally come out of Beta and push frantically for coverage in the handful of tech publications. They may have a product but they are missing the point mostly. It’s not just about the product. It never really has been.

Something is out of whack and most of the sense is getting lost.

My takeaway from hundreds of launches, and why I still love orchestrating them, is that they are a focused, collaborative effort between sales, marketing and product . Integrated at their core. It’s a runway for market discovery.

This was true whether the event was a folding table at the Kansas City Marriot or two double-trailers full of booth paraphernalia rolling across the country from one convention hall to the next.

Sales, marketing, distribution and product were all part of a selling effort to build brand, communicate value and pound a hole in the din of the convention hall to get heard.

And online today, with a serious consumer attention deficit syndrome running unchecked and the one-click power of buying anything most everywhere, this integration and iteration is more critical than ever.

But somehow the popular (and quite brilliant) idea of a minimum viable product usually stops at product alone. Collaboration with marketing, sales and even customers is often a second thought. Launch is a baton handoff from product to market building with seemingly little foresight.

It just doesn’t work that way.

Real world, brick and mortar analogs of doing this right.

This idea of ‘always at launch’ is not a hothouse, online, techy fabrication. I keep running into gyms, restaurants and even food trucks that seem to get this idea of iterative product and community development innately.

A friend of mine opened up a new restaurant a few years ago. I got to watch this non-tech, brick and mortar example of always at launch up close and it exemplified brilliantly to me the dna of this idea.

The restaurant rolled out slowly to enthusiast groups.  The first were closed, friends and family. Free meals. Limited choices. Restricted serving times. The goal was to iterate and build a community base of customers and get the menu and service right. Then expand the groups to an ever-larger public over time and test new menu assumptions.

Social media loops were opened up and expanded naturally as the fan base grew. The menu was finalized and data gathered to figure out the margin nits of whether lower mark ups on wines lists drew more revenue per plate with less turns. Lots of  market data gathered and tested out a little at a time. There wasn’t so much a formula to follow but a trend to discover.

And oh…the restaurant while open and a huge success is still not officially launched.

Or rather, it is still at  launch every day, changing, getting more focused and better with each iteration.

What struck me was that in the brick and mortar world it was doing such a great job of iterating product, building community groups and exemplifying the reality that great food is in the mind of the customer not just the pots of the cook.

This is a telling example of ‘always at launch’ and relevant whether you are selling ribs on the corner or job referrals or artisanal wares online.

Why does this matter to web-based businesses?

The greatest scarcity on the web is customer attention. It’s without a doubt the new currency as it is in short demand.

Success is always just a click away and failure to engage, a click to leave. You have a second to capture that attention and create value and lay the seed for customer belief and eventual loyalty.

The idea of always at launch today needs to start with this respect for the scarcity of consumer’s attention. And the understanding that getting traffic is a lot easier than getting engagement and usage. In fact, traffic with a bounce doesn’t’ matter at all.

A focused complete response to a customer’s interest is as germane to a startup slowly moving out to the public from a base of loyal enthusiasms, as to a campaign for larger companies leveraging their existing customer base.

What works for me?

I’m asked everyday to try new products and participate early in product tests. I’m a tough Beta guy as my attention span and tolerance for boring are both very low.

Certain general ideas though are just ‘Must Haves’ for me and generally, I think,  for any mass market.

Launch Must Haves:

1. Make every day, launch day, for every new person who hits your site.

Engagement is an earned vote of confidence at that moment. Whenever I show up I want it to be special, interesting and all about me.

2. Connect your customers to each other, not just the company, as key to building community.

Your job is to connect me to likeminded others. Opening up a site publically until you have the kernel of a community is a certain recipe for a very slow climb, if not failure. In restaurants that may be friends and family. Online the idea still holds.

There’s nothing cosy about an empty room.

3. Inspire me.

Sell me on your promise and the excitement of the future. Your product is early and incomplete. It’s a mini version of your big vision. Get me to see and feel it.

Don’t ask me what I want. Show me what makes a difference.

4. Be there and lead.

If there is no new content. No connections. Not an intuitive next step for me. Or a blog post with an active comment stream that hasn’t been updated in a week, ask yourself, “Why should I be there?”

If you can’t answer that you don’t deserve my attention.

5. Understand why I should care and why I should share with my friends?

You don’t ask the customer what they want. You learn by making the leap, providing something and interpreting their response. You need to sell value. That’s what companies do at launch and every day onward. I posted on this a while back: “Why care? Why share?”.

This is not easy.

It’s part aspirational, part reality.

From a customer view, if you were the customer, there’s no argument. This is what they need. If you want their time, make it so.

From a company view, it means a refusal to accept putting outmoded and misconstrued modes of market building for a new market and new consumer behaviors. And an insistence that you put yourself in your customer’s shoes and understand their point of view, every day.

Everybody loves the idea of big bang. Of your logo on seat cushions at the Super Bowl. Or the wacko idea that somehow you just do this one thing and it all falls into place and starts a chain of events that ends up in success.

It’s just not so. We earn our customer’s attention, one engagement at a time.