Hey Jill!

Team YO! Sushi

Nice, simple stuff, and yes, I know it’s ‘automated’, but they didn’t have to send it…..and it’s valid for a couple of weeks!

The idea of ‘planned spontaneity’ is a great way of delighting customers – here’s an article I wrote all about it on the Management Issues website.

How could you build ‘planned spontaneity’ into your business?

Bookmarks:

I stayed at the Premier Inn in Welwyn Garden City yesterday before speaking at a conference there and was very pleasantly surprised. It’s a ‘solid’, no – nonsense approach that focuses on the ‘core’ offering of simplicity, comfort, consistency and good value. I can’t help thinking that they work hard on managing customer expectations and do simple little things to reinforce that – consistently.

The staff were very welcoming and helpful, check in was simple and swift, the room was nice and spacious,  facilities were clean and comforting, and even the signs helped reinforce their ‘warmth’!

From their ‘up front’ TV advertising campaing with Lenny Henry, to very clear and upfront pricing, they also offer a ‘Guarantee of a good night’s sleep’ to back it all up! It’s a great example of ‘positioning’.

No, this is not an paid advertisement for Premier Inns, it’s just a great example of a business that has ‘set it’s stall out’ and concentrated on doing those things right.

The result? People like me tell other people like you!

So, a couple of questions for you:

• What does your business ‘stand for’?
• How do you demonstrate that in all your activities?

Yes….  I said ALL of your activities!

Bookmarks:

It’s called Brand Butler, and puts forward the concept that forward thinking businesses are the ones focusing on assisting consumers to make the most of their daily lives, versus the old model of selling them a lifestyle if not identity.

It suggests that it’s all about providing care, convenience and control, which are the things that more and more customers are wanting, even demanding.

The report explains why it’s the businesses that recognise that ‘serving is the new selling’, are the ones who are winning and gives some great examples of organisations that are doing just that.

You can view and download the report here – I’m At Your Service, as ever!

Bookmarks:

The meerkats themselves were very sweet, but that wasn’t the thing that made an impact on me. I was amazed as I watched them playing. EVERY SINGLE PERSON who came up near them sang or said something related to, or made reference to comparethemeerkat.com - and I mean ‘everyone’! Little kids, teenagers, adults and grandparents!!!!

Now, I know it doesn’t prove anything in terms of ‘spend’, but if there was an ever an example of being ‘Dramatically and Demonstrably Different’, then meerkat Aleksandr Orlov is certainly up there. He’s got films, videos, a facebook page with 647,959 ‘fans’, he ‘tweets‘ and has a ‘real’ family history!

According to a report in the Guardian, the Comparethemarket.com website is now the 4th most popular price comparison website – way ahead of it’s ranking in the low teens in a very crowded market only a couple of years ago, so it’s certainly had an effect. Interestingly, when you do ‘lead the way’, others try to ‘follow’, but not always as successfully’. Go Compare’s response, the fat opera bloke was apparently voted as the single most irritating advert of 2009 by consumers in Marketing Magazine.

Marketing is not all about ‘hype’, but part of it is certainly about getting noticed.  Mr. Orlov has certainly ‘stood up and out’ – and that’s a great start. ‘Simples!’

Bookmarks:

What can we learn from Homer and his family? Well, rather than hold them up as great role models, I’d like to focus on the shows themselves. In the early days, the shows completely ‘broke the pattern’  – there had literally been nothing like them. The great thing is that they’ve continually built on this over time and proactively evolved with time.  Here’s producer and writer David Mirkin on that evolution.

The shows have maintained their ‘relevance’ and reflect the changes in the ‘marketplace’ – you might even argue that they don’t just ‘reflect’ it, but actually ‘influence’ it?

The key is that they lead it through innovation, creativity and the result is that America’s longest running sitcom is a ‘benchmark’ to compare others by.

I know that not everyone likes them, but that’s another characteristic of Dramatically and Demonstably Different businesses – they create ‘raving fans’, but are not necessarily to everyone’s taste.  The challenge is to create ‘sufficient’ raving fans – Bart, Lisa, Homer, Marge, Maddie (oops ‘Maggie’ – sorry!) (and of course ‘Santa’s Little Helper!) have done that brilliantly over the last 20 years.

Here’s to 20 more!

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‘Dramatically and Demonstrably Different‘! 

Basically, it’s a short set of ’rants’, raves and ideas aimed at engaging, stimulating and challenging you. 

If you enjoy the blog, I’d like to think that you’ll enjoy this too. The main reason being that there will be a few bits and bobs you’ve read before here on the site – see it as ‘going back to the gym’ – you still need to work those muscles!

I’ve called it:

(re)thinking in ‘3D‘….. and the best bit is it’s FREE!

If you like it please send it on to others….. and let me know what you think about it too please!

You can

download it here!

Hope You Have a ’Delightful’ Christmas!

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The number of pink coats and bobble hats sat on top of Dads’ shoulders was amazing. OK, they may not have the specific spending power themselves, but I can’t help thinking that they have huge influence, and judging by the thousands of families wandering around the City Centre, it’s quite clear that they are not scared to use it!

Lots of other businesses seemed to be benefitting too, and that was a key learning point for me – which ‘brands’ or ‘tribes’ can you benefit from through association, or even ‘partnership’? I don’t mean just ‘hanging on’ to someone else’s ‘glory’, but a proactive win – win association.

So, a little question:

• Who are the ‘tribes’ that you should be targetting?

More importantly,

• What do they want
• How can you give it to them?

So, start sniffing around and get ‘trotting’ to find them!

Bookmarks:

We all know that your logo isn’t your brand and your business card is not generally the thing on which buying decisions are made.

However, it can, and does, contribute to the overall ‘customer experience’ – and generally, because it tends to be given at the beginning of the ‘experience’ can make an impact (and raise expectations).

It’s a great example of the ‘little things’ that can make a difference. As ever, it’s worth pointing out that everything that your customer (or prospective customer) experiences can do one of three things:

1. - Positively reinforce your brand
2. - Negatively reinforce your brand
3. - Be ‘neutral’ – Does nothing

The challenge for us all is that as a minimum, we need to eliminate all the ‘negatives’ and then work on ways to create more ‘positives’, no matter how small.

Remember, lots of those little ‘positives’ can all add up and create that ’1+1+1=10′ impact!

Where are your little ’1′s?

What can you do to make them ‘add up’?

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If ever there was an award for a pretentious piece of marketing, then this has to be up there!

The brochure is called ‘The Athlete, The Ambassador, The Icon’ and the best bit has to be his ‘Brand Values’. There are 21 of them including ‘Fit & Healthy’, ‘Technical’ and ‘Devoted’. Tell that to the Newcastle United fans who saw him miss lots and lots of games last season!

Brand Values are not about what you say, they’re about what people ‘experience’.

I’ve nothing against Michael Owen – my problem is with the ‘marketing’ people – it’s embarrassing to call it ‘marketing’, but that’s how it will be labelled.

There’s a nice little article by Mike Norrish in the Daily Telegraph about it.

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One of the things I see (quite often) on websites is ‘old news’. What I mean by that is, I visit the ‘news’ section of the website to find out what the company (a prospective supplier perhaps?) has been up to, and to get a feel for their businesses successes and developments before I ‘engage’ with them. It never fails to amaze me that the ‘latest news’ is months, even years old!

I visited a PR agency’s site recently and their ‘latest news’ was from January 2008!!

If they can’t do their own PR, what hope they got in doing mine? What does that say about the business – nothing’s happened in 18 months?

Of course, you don’t have to have a ‘latest news’ section, but it can show you’re moving forwards, you’re progressive, and can help highlight your successes, innovations, new ideas, developments and achievements. 

They say ‘No news is good news’, I say ‘Old News is Bad News’!

If all you’ve got is ‘old news’, I’d be tempted to get rid of the page.

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