Wednesday, January 20, 2010

Marketing behind their backs.

Seth Godin is a genius

I was in a restaurant recently. It's a national chain and you'd recognize the name if I mentioned it.

My wife and I were dressed up, celebrating a successful meeting, ready to enjoy a nice evening together.

We waited for almost half an hour to be seated, on an evening that was not very busy for this establishment. We waited ten minutes for our drinks - water with lime. We ordered and our appetizer came out fairly timely. MY wife waited for her salad for 35 minutes. Our entree's took almost an hour, and mine, a seafood pasta dish, was inedible. The manager was sincerely sorry, after I complained, and comped our meal, but the damage had been done.

I hear and see advertising for this restaurant every day on the television and on radio. They market themselves well, even have a really neat Facebook App. They're well connected and they have, I'm sure, a strong customer base. However, the marketing performed by that crew on that evening completely undermined every single marketing dollar that had been poured into getting me through those doors. And it ended up costing them another $40 for my dinner.

How are your people marketing behind your back? 

Tuesday, January 19, 2010

The dying paper...

It's been a busy New Year. Sorry about the delay.

I'm a practical kind of person. I'm fortunate enough to get this technological "revolution" that people are so crazy over. In all honesty, I'm pretty crazy over it, too. I just don't see it the way a lot of people do. I've never seen the whole "The future is here and it is now-or-whatever-else-will-scare-people" perspective behind this new medium of communication. I really thought most of us would have seen a lot of this coming. But no matter, it's here. Now, people, organizations, businesses - they have to decide what to do with it.

Rupert Murdoch is loony. Seriously, if you haven't figured it out for yourself yet, people will get the content they want online, and they won't pay for it. The media model, specifically the newspaper, is dying and dead. There are even proponents of magazine success that seem blindly sure that a money-for-content model will continue to be viable into the future of digital media.

There are two major flaws in this mindset: 1.) Information is widely available via free Internet sources, whether it be via user-generated or freemium-based platforms. There is so much information available, and so much of it comes to the user as a value-added benefit of association with a given source. Often, user-generated content is more relevant, more accurate, and more timely than that sourced from the traditional information mediums. And if people can get better information for free, why would they pay for it? 2.) Users who generate their own content recognize the benefit in providing value to their readers/subscribers and will continue to provide better information at no cost in order to improve their own recognition. And why shouldn't they? The sphere is full of bloggers and writers and tweeters who are trying to grow their audience, and they will do so by increasing the value of what they are disseminating. The traditional print media model cannot compete with that kind of a value proposition.

Solution? Empowerment. The media model needs to empower these independent information-generation sources with what they need to stay relevant to their sphere of influence. By doing so, and harnessing the creative power of these people, the media powers-that-be can stay relevant to their audiences.

Saturday, January 2, 2010

"Please, let's be formal..."

How did you find your barber? Or your stylist? Or the girl who does your nails? Or how about the fellows who mow your grass?

These are services that require an immense amount of trust to be placed in the service provider. When shears or clippers get near your head, you'd better have a fair amount of confidence in the guy or gal holding them.

With few exceptions, you probably found these services through a conversation with a friend, relative or co-worker. I'd wager a guess that you weren't huddled around a conference table in a stuffy office with a legal pad in front of you, diligently taking notes on the pros and cons of the decision you're about to make.

If you did, you need help.

Chances are good, and this is just speculation, that you were swapping stories over a cup of coffee or maybe an after-work drink. A comment was made in passing about a new hair-cut or nail job, and a recommendation was passed along. On that recommendation, without fact-checking and asking for references, you made a purchasing decision. And you continue to make that same, informal decision every two weeks to keep your curly (or straight) locks in perfect order.

There is nothing wrong with this. It's the way most consumers do business.

It also happens to be the way that social media works. People talk about a lot of things on the web. They talk about books they're reading, coffee they're sipping, politicians they're hating, and people they're missing. They talk, and other people listen. They discuss these things. They form opinions and eventually make decisions. It's the same dynamic that has been happing in conversation for eons, only now it's happening on the Internet.

Making your brand a part of this terribly informal conversation is...duh.

Thursday, December 31, 2009

Should Old Aquaintence Be Forgot...?

We're here at the eve of another New Year, and this has been a good one, hasn't it?

I hope tonight you can be with people you love and cherish, and that you will be able to face tomorrow and all it brings with joy and peace, and with a determination to make those around you better and stronger in the New Year!

Have a safe and fun New Year's Eve, and a wonderfully prosperous 2010!

Monday, December 28, 2009

"I do with blog resolve..."

New Year.

2010.

I always felt like New Year's Day had its own special smell. Kind of the way a new car smells for the first couple of weeks. It's a fresh, optimistic quality that pervades the thinking of people across the globe. It's the concept on "new" that invigorates the soul and spurs action and self-motivation.

Even if it does only last until the second week of February.

We all make them. Those venerable and tradition-dictated self-promises that are so often poorly thought out and seldom achieved. It's an honorable tradition, this writing of resolutions. We ought to do it, we really should. It's so important to challenge ourselves to better achievements, greater accomplishments, and the attainment of our goals.

But where to begin? We often fall into the traps of poor goal-setting because of a lack of direction. And when we fail at what we have promised ourselves to do, we lose the motivation to strive toward that mark. It's a vicious cycle.

So I've thought of a few things that you can do in 2010 that will help you improve your business, better yourself, and build up those around you. Happy New Year!

1.) Make a list of things you want to accomplish in the next ten months.

Goals are the most important element of success. All the hard work and ingenuity and problem-solving in the world is useless if they are not being applied in the pursuit of a specific, measurable goal. So much time is wasted pursuing nothing because the object of the pursuit is never clearly and accurately defined.
Make a point of sitting down and writing a clear and concise list of the things you would like to accomplish or achieve in 2010. Use this time-honored acronym:
Specific
Measurable
Achievable
Realistic
Time-Oriented

2.) Market yourself.

Economic times like those we face often scare people into omitting their most valuable tool for growth. Marketing. It is of utmost importance to be actively marketing your brand and product when the economy is down to maintain a stream of new income, however small. When the economy cycle comes around, you will have built-in income that will allow you to realize true, substantial growth, instead of rebuilding your base.
Do whatever your budget demands, but do something. Goto networking meetings. Build a social media profile. Buy a cheap website. Pass out flyers. Advertise on Craigslist. But do something consistently in 2010 to market your business.

3.) Track your work.

Often, people are unsure of where they are going because they do not know where they have been. Tracking your progress in any given area is essential to being able to move forward down the road. Whether it be your networking efforts, your web presence, or your outside sales initiatives, track your progress. Write down what you're doing and whether or not it works, and use real numbers. Don't just give a blanket "That didn't work out how I thought it would!" Give it real value, however small, so that you can compare it to something else later on.

4.) Help someone else.

People do business with those whom they know, like, and trust. They also happen to send business to the same people. If you do business by referral like we do, then you understand the importance of cultivating vibrant and active referral relationships. The very best way to do this is to find out what the people around you need. After you've done that, find a way to get it for them. You don't need to get paid for this, you shouldn't expect to. You're building a relationship of trust and mutual benefit that will pay huge dividends in the future.

Have a great New Year, and a prosperous 2010!

Thursday, December 24, 2009

Merry Christmas

I'm a firm believer in Christmas. I love the season, but more importantly, I love the spirit.

Christmas has always been, and always will be, about the birth of our Savior, Jesus Christ. As a Christian, I'm so thankful for His wonderful sacrifice on behalf of my sins. What a wonderful way to celebrate that gift!

So to you and yours, from my family to your family, and from my heart to your heart, enjoy this time of year however you choose to celebrate it, and have a wonderful, joy-filled, very merry Christmas.

Monday, December 21, 2009

Season of Giving

This is my favorite time of the year. There is no contest. I love Thanksgiving, and I love the Thanksgiving feast. Easter is a special time for my Christian household. Valentine's Day is a special event for my wife and I. The 4th of July is great for the patriotic perspective. But, Christmas? Oh, Christmas. There is no comparison.

Gifts are such a staple of this time of year, and I have my personal gripes with commercialization and such. But it's a fun tradition, and I participate wholeheartedly. I make my lists months ahead of time. I plan and listen for hints about special holiday desires. I try to find out what they want so I can give it to them before they have the chance to ask. I love the look on the faces of loved ones when they tear off the wrapping and find that I've given them exactly what they were looking for.

There are a lot of similarities in customer service, but the core principle is the idea of "GIVE". Our brains are wired to think profit, gain, and revenue. We pursue the almighty black bottom line with fervor and gusto, giving little thought to the effect this pursuit may have on our brand reputation. We factor ROI will all the might we can muster, and we sell, sell, sell!

But what do we give? We assume the customer perceives innate value simply in purchasing a product, but do we demonstrate value in a relationship with us? Why should they buy this product from us the next time they are in the market, and not the next guy? Why should they tell their friends about us? Why should they blog about their experience with us, or update their Twitter with our link, or share their thoughts on our brand with their Facebook throng?

They won't, if we do not give.

People love gifts. It makes them feel special, valued, cared for, important. The exact qualities your customers crave from a relationship with your brand. And what better way to make them feel this way than to offer a measure of value simply because you appreciate doing business with them? I try to make my customers feel like it profitable for them to do business with me. I want them to feel as if they have gained something in knowing me and being associated with me.

There are many ways to do this. You can make yourself a resource for information. You can educate your customers without demanding they buy something from you. You can recognize when a competitor is a better fit and pass along the referral, knowing that the positive experience will benefit you more later on. There are so many ways to give, and all of them result in customers who see inherent value in being associated with you.

Merry Christmas.

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