Utilizing a free focus group

There is a local radio station in Vancouver that does something I've never heard another station do - ask their audience what they think about the music they are playing. Sure other stations have phone lines and email addresses that allow you to contact them and indicate whether you like the music they are playing, but nothing like what 102.7 The Peak does. 

Every week or two I will get an email from them (I signed up as one of their Peak VIP members) asking me to take part in their "Rate the Music" survey. I click a link and listen to 30 seconds of 25 songs that they are currently playing or thinking of playing and let them know if I've heard of the song, how it rates from 1-5 and whether or not I'm sick of hearing the song. This last question "Are you sick of hearing this song" is an important and very sneaky one for the station to employ. They love to be the station in Vancouver that plays music no one else does and the first to bring new, hip music to the masses. Their group of passionate listeners has grown large as they introduce bands like Mumford & Sons, Alt-J and Black Keys to people in Vancouver.

Now they have an even better chance of continuing to provide this service for their music loving fans thanks to their willingness to give people a chance to interact with them. All this group of fanatics wants is a chance to feel like they influence the music on the station they listen to regularly. The Peak gets the benefits of having an almost weekly focus group with their customers without having to do much other than hit the Send button on their email software.

Apple's roadmap not golden for Microsoft

As I plowed through my Monday morning readings today I noticed a couple of articles about how Apple's Ipads destroyed every other tablet, including Microsoft's surface, during the huge US sales weekend that was. I'm not entirely surprised that there were images floating around of empty Microsoft stores, while people no doubt lined up to save 5% on the latest iPad or iPhone, because they haven't really given the general consumer something to get excited about.

Microsoft has always been associated as a business-y brand, so their addition of a touch pad keyboard to their good looking tablet will probably skew more towards corporate partners and small-business owners rather than the app loving market that eats up anything Apple craps out.

But where I think Microsoft has really failed is in giving people something new and different to experience which is really how Apple has built themselves to their current dominance. They have an opening because Apple is clearly running out of ways to wow people and have reached the point where they are not innovating as much. Whoever comes up with the next big thing - think iPod 7-10 years ago - will turn into the next Apple, and I think that could have been Microsoft. They have the money and the brain-power to get there, but they lack the creativity to push them over the edge. Instead of taking a leap and trying something extraordinary they just bought a copy of the map that Apple created for being a funky tech company and followed it.

Touchscreen phone? Check. Cool tablet? Check. Stores? Check.

Everything exactly as Apple did. Their marketing has always been pretty suspect, so though it's not all that surprising to see their distribution/penetration model be less-than-inspiring, it is disappointing. I still hold out hope for them as I am definitely not an Apple-lover like the majority of people, but what they really need to beat Apple is innovation. Innovative ideas for products AND full-scale-marketing.

If they really want to beat Apple they have to be the first one to launch the product that replaces peoples phones, tablets and laptops all in one.

Is Samsung Apple-ing Apple?

Remember when Apple started to make their big comeback in the computer world after years of nothingness? They had well-designed products, innovative features and great advertising that propelled them forward into the mix with the stale PCs. You may recall an advertisement or two like this:
 Apple highlighted the disadvantages of PCs in a sharp, sarcastic way and spawned a series of commercials that continued to be popular (unlike Kia's recent attempt to reuse their hamsters).

Well, it turns out they aren't the only ones that can do that. Samsung has decided to take a play out of the Apple book and go with a sarcastic commentary on Apple's most dedicated fans. It definitely made me laugh while at the same time reinforcing why i'm currently not an Apple user. This isn't their first foray into this type of commercial but it is their most aggressive thus far I would say. The most interesting part of the ad is when the seat-saver turns out to be holding a spot for his 55-65ish parents while he enjoys the Galaxy S3. Hipsters aren't going to like the fact that the iPhone5 is now in with the older demographic crowd, that takes away from it's coolness factor. At least it used to.

Even though it is a blatant use of Apple's genius marketing, it's execution makes it feel a lot different. Well done Samsung.

Why your social media needs a personality

As most people know by now, social media is a great platform for any sized business that is willing to put in the time and creativity required to keep your fans and customers engaged. Anyone that thinks all they have to do is create a Facebook or Twitter account and people will automatically pay attention either works for Red Bull or has no idea what they are talking about.  

A modified version of the old website adage that "Content is king" applies to social media. You have to constantly be finding RELEVANT content to share with your community. Not just mass quantities of information poured out minute-after-minute via Twitter. That will just overblitz your followers and make them pay less attention to you. One or two really good, relevant posts per day is all it takes. 

One reason why social media is so effective for small businesses is that it allows customers the chance to interact with the brand on a personal basis. The person updating the account is typically the owner and they know their business inside and out. Typically they don't use corporate-speak when talking to customers, they are free to use a sarcastic tone or a cringe worthy dark joke here and there, which the masses appreciate.

That is probably one of the toughest selling points for getting large corporations to use social media. If you put tough restrictions on those that will be updating the account, you will not get a return. But, if you allow your social media people to use their personalities within reason, like Samsung Canada did in this amazing bit of PR work, then you will find success and quite often will get noticed by the community.

So if your social media isn't firing on all cylinders maybe it's time to add a bit more personality into the mix.

Driving for show, putting for dough

Any golfer knows that the saying "You drive for show, putt for dough" is a good epitome of how  the game works. You may be able to smash the ball 350 yards off the tee but if you can't put the ball in the hole with your putter, then all that power is not worth a lick. 

That is sometimes how I feel while searching for creative suppliers. Many have lots of glitz and glamour on their websites, but they lack the functionality or information to actually make me send them an email regarding their services. As a marketer I know exactly what I am looking for and I know that any semblance of a reasonable marketing savvy designer should know this when designing their website. Know your target, the majority of people hiring creative companies have marketing or business backgrounds and don't want to spend too much time having to surf through your site to find what they are looking for. They will just leave. Basic things, like a listing of your services, should be included. Just a portfolio page will not suffice.

Now that being said, I also won't waste my time with a website that is complete text and is not visually appeasing. So I guess what i'm saying is you have to Drive and Putt for my dough.

When life gives you lemons, drop the price of lemonade

Traditional thinking and economical principles dictate that when demand increases so should price, at least I feel like that is what I learned in Economics 101 eight years ago. So when I read this article about what Coca-Cola is doing with their Limon Y Nada vending machines in Spain I was rather impressed with the creativity. 


Instead of sticking to the traditional vending machine model which consists of a price probably 100% higher than what you would pay at a corner store or grocery store Limon Y Nada decided to show some compassion for their sweltering customers. On the vending machine they installed a thermometer and as the thermometer rose with the heat the price of a drink dropped.

What do you think would customers appreciate a price-break when they are most desperate for your product? I think it could help make a lifetime fan of your product.  

Speed startups

There surely is merit in creating a business plan and finding investors for your start-up business, but the internet changes things and can allow some entrepreneurs to skip these processes. Maclean's posted an interesting article today related to this subject titled "How to make $100,000 a day". 

First off, amazing copywriting on that title, I guarantee you that title generated the most click-thrus of all the articles posted today. It certainly worked on me.

Getting back to the point of this post, the article goes on to talk about the book, The $100 Startup, which provides information and examples to entrepreneurs about how to start a business in a much less traditional manner. Citing examples of so-called "Solopreneurs" who invested less than $1,000 of their own money and created businesses that generated upwards of $60,000 a year in revenue.

It does show how much easier it is to get your idea/business out to people these days with the internet. Costs such as websites and marketing have become cheaper and easier with sites like Wordpress and Facebook, giving anyone with an idea or a passion the ability to start a business without necessarily sinking themselves into a heap of debt.

It leads me to wonder what the next 10 or 20 years in the future hold for employment. Will companies continue to employ individuals in the traditional manner or will everyone be a free agent that provides contracting work to multiple companies to maximize their time and profits. It may sound crazy, but freelancing/solopreneuring could be the way of the future. As Chris Guillebeau, the Author of the book, says in the article "The old choice was to work at a job or take a big risk going out on your own. The new reality is that working at a job may be the far riskier choice."


I've already taken a venture into the solopreneuring field, my new website www.retireez.ca targeting the growing population of boomers and 50 plusers going online cost me less than $100 to set up and I am hoping the content I create and word-of-mouth helps the website take off. 

Rewarding your best customers while boosting your sales

Nowadays sports fans have a multitude of options available to them for following their favourite team. Online game-trackers providing real time play-by-play, HD television and internet radio feeds. Sports franchises themselves are probably most worried about the emergence of HDTV because the product is so good that it is almost like being in reasonable seats at the game. That means they need to find a way to make the game experience that much better to encourage fans to continue to buy tickets for the real deal.

Like a franchise rewards their top players with long-term contracts, they also need to look at ways to reward their best customers, season ticket holders.

A football/soccer team in Italy has come up with a brilliant way to thank their best fans while at the same time probably create a large rush for merchandise. Recently Parma Football Club revealed their kits (or uniforms as us North Americans call them) for the upcoming 2012/13 season.




 

See those faint grey lines on the white part of the jersey? Those are the names of every single season ticket holder. Genius. What better way to thank your fans than having your players wear their name in games. I guarantee they will sell quite a few jerseys, especially to the season ticket holders. 

Think outside the boxffice

This isn't a revolutionary idea but it is something I believe in, so it makes an appearance on the uber-exclusive Kliff's Notes blog.

Sometimes it is easy to get stuck in a rut walking into the office five days a week, sitting in the same chair, in front of the same computer for eight plus hours each day. This rut can affect your demeanor, your mood, and ultimately your creativity.

That's why some of my best thinking happens when you get the chance during the week to get out of the office. Whether it is heading to a clients, attending an event or just taking a half hour and walking around the neighbourhood, that bit of change seems to spark the brain into creating new opportunities that may help one of my clients. Some of them are completely off the wall and probably don't deserve to see the light of day, but giving the old brain a chance to breathe makes work a little more interesting and effective I find.

A couple of weeks ago I was taking the subway out to an event with my client and I found it much easier to articulate what I was working on for her and how it was going to help their business. Something about being free of the shackles and corporateness of an office just allowed my thoughts and concepts to flow smoothly.

Give it a try next time you are stumped or want to impress a client. Maybe i'll have all my client meetings on the subway from now on!

Are you being a twit?

Are you making the most of your Twitter account?

You may be working hard to come up with clever or relevant tweets for your target market or unique offers to send to your followers, but if you haven't put the time into acquiring and cultivating the right followers then you are just wasting your time.

If you are a B2B company and think that following medium-to-large sized businesses twitter accounts is getting you any value, then you should rethink that idea. These accounts are maintained by the communications/marketing/pr department of a company, so unless you are selling advertising or other products related to these specialties then you aren't hitting the decision maker for your product. The people you need to try and get following you are the decision makers in those companies. But how do you find those people?

• Collect business cards from networking and business meetings then check to see if these contacts are on Twitter
• Go through the Followers of the company's corporate Twitter account, the people managing the account will often like to follow members of the company
• Use other social media profile information (ie. Facebook, LinkedIn) to see if contacts have listed a Twitter account

Just following these people won't guarantee they follow you back, but it is a good way to let them know you are on Twitter and introduce yourself to them. When one of these people gets an email notifying them "John Smith is now following you!" the reaction will often be to find out who this new follower is.

Now all you have to do is keep them interested in what you have to say.

Advertainment

Pretty sure i'm not the first to term the phrase "Advertainment" but if I am then let's hope I earn some serious royalties from it just like when Donald Trump tried to copyright the phrase "You're fired".

Anyways, the point of this post is to talk about how brands and companies can use Advertainment to engage users and get their message in front of copious amounts of eyes. As I was going through my blog reader today and reading Andy Sernovitz's latest post I couldn't help but laugh out loud. What a brilliant way to sell your impressively, terrible, beater of a car. The creator could have just put together a plain old Craigslist ad or posted it on Cartrader.com or any other car selling website but instead they created what can only be seen as one of the most brilliant marketing pieces i've seen in a long time. Although they clearly have an advertising background a similar ad could have been created using Microsoft office, not InDesign, Quark or other professional layout programs. He used humour and creative messaging to make his product go viral and that is a great lesson for small businesses everywhere.

You don't NEED to spend huge dollars to have an advertising agency create you an ad with Jerry Seinfeld or aliens. If you don't have marketing/advertising dollars to spend you have to use creativity and have a sense of humour to get the word out about your product/brand. In this digital age it is becoming easier for brands to make a big splash with a smaller amount of money. The masses are using advertisements as a source of entertainment and if you make one interesting enough they will do all the work for you.

Making a boring product viral

I was forwarded a video ad this week by a friend of mine. As soon as I watched it and laughed multiple times throughout I have decided to give it Ad of the Year already. Why? Because this company took a boring product and managed to make a hilarious ad that has gone viral. The quality of the ad itself is very good, so clearly they didn't film it on their iPhone. So they may have spent some money on the ad itself, but they don't need to spend a single dollar on media because the masses are doing it for them. The company is called Dollar Shave Club and they have a great offer to go along with their brilliant video. Here is the video:



Check out the rest of their website at www.dollarshaveclub.com. This is the type of brilliant company that will be a goldmine for Mike the founder. As a male I can confirm that I am always shocked by how much razors cost in a store, and I always forget to buy new razors so if I can get a razor delivered to me each month for $1, then you've got my attention already.

Love the video, love the brand, and i'm sure they are getting a tonne of traction from this. When was the last time you wanted to forward a video or a website dedicated to razors?

This whole brand and campaign give hope to the boring brands out there. It just shows that with a little creativity and not taking a stuffy corporate approach to advertising can have a big impact.

Why travel agents will be no more

Earlier this year I wrote about how my girlfriend had a tough time dealing with Lucky Brand jeans customer service. Fortunately they reached out finally and went above and beyond to rectify the situation. Unfortunately I still hear some shocking stories of customer service from friends, it just can't happen in this day and age. The individual has too much power to hurt your brand.

Recently two close friends of mine were married and wanted to go to Fiji on their honeymoon. They also had their wedding registry with Flight Centre to help pay for their trip. Since this was such a major trip for the two of them, they decided to use an expert to plan and book it. Unfortunately this so called travel expert didn't do his research and relied on outsourcing the accommodations to a Fijian travel firm. This resulted in my friends being placed in a worn down, family hotel on the mainland of Fiji where beaches aren't nearly as good as on the outlying islands. They arrived after traveling from Vancouver ready to relax and were instantly disappointed. They had been overpromised and under-delivered. Images they were sent were those of the hotel's sister property which was much nicer, but was double the price they were told. After two days they determined the hotel just wouldn't do and contacted their "professional" agent to help them switch locations. After he dilly-dallied for a day they went online and booked their own accommodation for the rest of the trip.

They arrived at their new accommodations to find it was cheaper than what their "professional" travel agent had booked them and much more to the specifications they had indicated to him, which he had failed to produce. It was off the mainland, featured pristine beaches, no screaming children, and a very nice private bungalow.

Now, I know there is no way a travel agent will know where to stay in every country in the world, it's impossible to ask that of them. What is possible, is for them to do a little bit of research on locations before recommending something to a new client. If an average joe can go on Trip Advisor and Expedia and read reviews why can't a person who's job it is to book travel for people? Such a simple thing could have avoided the enormous headache that is being created surrounding this entire catastrophe.

Now Flight Centre is holding up a refund for my friends by saying it depends on what the Fijian travel agency THEY outsourced to tell them they will give back. Well, unfortunately it's not my friends problem that YOU outsourced to Fiji. The only mistake my friends made was booking using a Flight Centre travel agent. Now that you have failed on booking travel AND customer service I'm sure they won't make that mistake again.

Oh and now they've told all their friends too, so..... you've got that going for you Flight Centre.

Awful Execution

Is there anything worse than a mass communication piece from a company you have a relationship with that forgets your name? As a marketer and someone with half a brain I realize that they don't send out individual emails, but I also understand that my cell phone company should have a system that allows them to put my first name into the email instead of....

They executed the "Dear" part well but that is about as good as they did on this piece in which they were asking their customers for help in making the company better. I have one suggestion for them, but I'm not sure if this email was meant for me because there isn't any name on it so I guess i'll have to save my thoughts.

When you are sending out a mass email or mass communication check your database, check your system, and for goodness sakes do a test run to make sure everything will go smooth. You are sending this out to YOUR clients, I wouldn't want to embarrass myself like this.

Don't let them leave empty handed

Recently I was in the wedding party for a friends wedding. We had arranged to get suits using a new company named Indochino that has you size yourself, enter the numbers on their website and three weeks later you get a custom suit delivered to your door. Now there were some problems with the initial suits as one could have predicted but the company has addressed this by offering a free remake if a tailor you take it to recommends they remake it. They also offer and alteration credit if only minor tweaks are required. So after getting sized up properly and receiving my new suit I needed to return the original suit to the company.

Indochino happens to have their head office in Vancouver so I decided to just walk down and drop it off. I was greeted at the door by one of their employees who then decided he could not let me leave the office empty handed. He proceeded to give me one of their newly designed "Suit Utility Kits" which included a black tie, cuff links, tie clip, and handkerchief.

I was a little frustrated with the suit process initially but when they gave me this small gift I turned into an advocate. I am now happy with a great looking suit and perfect accessories to go with it. It can be pretty easy to diffuse a customers anger with something this small. Isn't it better to invest the small amount of money instead of losing a potential repeat customer? Well done Indochino.

Keep your customers in a vault

Banks spend an impressive amount of money on television advertising in an attempt to lure people away from their competitors. But is that the best way for them to spend it? Shouldn't they spend more money on holding onto their current customers. The majority of my bank accounts and various investments accounts are with a specific bank, why aren't they working harder to maintain my relationship with them? Instead I see other banks offering me pretty good incentives to move to them. All I receive from my bank are statements and untargetted offers to use their rewards shop.

The other banks are offering me the simplest things to win me over, such as no fees for pulling cash out of ATMs that aren't theirs. I do that a couple of times a month probably amounting to costs of $3-5. My bank could offer me the same thing and keep a heavily invested client happy.

For a cost of $3-5 a month, that sounds like a no-brainer. How can a business full of financial minds say no to retaining a client for $60 a year? They will easily make that back off fees within the first month.

For an industry that is entrusted with peoples life savings you'd think they would have a higher emphasis on client retention, but they seem to be more interested in client acquisition. Its the standard marketing rule - generating a new customer is "x" times more expensive that retaining one you've already sold.

What are your competitors offering your clients that you could easily offer them yourselves to ensure they stay with you? That's what you should be asking yourself.

Let your customers do the work for you

While I am not the biggest fan of Ticketmaster due to their monopoly over ticket sales and thus some ridiculous "service fees" that are attached to most tickets, they do do a lot of things right.

One of their best marketing ideas is allowing customers to create a bank of bands/acts that are "Favourites". When one of your Favourites is having a show in your hometown Ticketmaster will kick out an email telling you as much. How genius is that? The customer feels special because they know right when a concert in their hometown is announced and Ticketmaster has to do less marketing of the show. These people will want to be the one to announce to their friends that they know a show is coming so you've got instant word of mouth, and all Ticketmaster had to do was put the tool in place so their best customers could do the selling for them.

Sometimes it pays to let your customers do a little of the work for you. All you have to do is provide them with the tools, just like how you outfit your sales team with collateral.

Blocking talent

As a recent entrant into the job market I have noticed an alarming trend - companies blocking talent from working for them. And I am writing this entry from the perspective of a slightly bitter job hunter, but also from a practical approach to running a company.

The main way companies shield themselves from talented individuals is with the "Industry Experience" requirement.

Now, in all fairness, there is some value in this argument. Often specific industries have intricacies and best practices that are handy to know. So having someone with this knowledge is of great advantage.

However, you are also limiting your potential hire to a very niche market. Imagine the possible intelligent, talented candidates that you are blocking by having this as one of your top criteria in your job search. Best practices and industry knowledge are something that can be picked up by an intelligent person. Intelligence and skills are tougher to teach. I'm just saying.

No excuse for poor customer service

Over the past month two issues have arisen from purchases my girlfriend made. They have been handled in two completely different ways, and should leave one brand completely embarassed of itself.

When we were in New York she bought a pair of Lucky Brand Jeans from their store. She had been looking for a specific pair for a while and fell in love with a pair she found at the Lucky store. This is not her or my first purchase of Lucky product, we purchase a large number of clothes from their stores. She had been trying on two different sizes in the store and when she made the purchase the girl helping her mistakenly put the wrong size in her bag. An honest mistake, but one the company clearly should have a process in place to rectify considering we live in Canada. An email was sent three weeks ago to their online customer service explaining the situation.....and we have not received even an automated reply from the company. Brutal. Disappointing. Unacceptable. We spend hundreds of dollars on every purchase we make from the company and they cannot even respond to a simple email.

In stark contrast to that my lovely lady also purchased a box of General Mills granola bars and upon opening one of them up found a bug inside. Not exactly tasty. She sent a note to the company and within 24 hours had an apology and word that they would send some coupons to her since her product was not up to snuff. She received those coupons within a week and it was essentially twelve dollars worth of free product, double or triple the value of the granola bars she had initially bought.

To this day she still hasn't heard from Lucky Brand.

In a world with the internet you should easily have the facilities in your company to deal with customer issues with your product. People that purchase your brand are already sold on your company and it is far easier to please them and keep them purchasing your products as opposed to finding new customers who know nothing about your brand. So why would you mess around with something as easy as responding to an email???? It boggles the mind. Lucky has stores all across North America and yet they don't have the capability to respond to an email. To me that reeks of a company I no longer want to deal with. Sorry Lucky, you've lost two customers and we will be telling friends of your deficiencies.

Nice clothes are only part of running a business.

Your friendly neighbourhood internet store

The internet makes the whole world a marketplace for your customers if you so choose. But it also allows companies to automate and essentially become lazy on their customer service.

Someone buys something and gets an automated email response with the order summary, shipping info and receipt - it's pretty standard practice for e-commerce.

But what happens when you change things up.

I recently ordered my girlfriend a bouquet of flowers because i'm just such an awesome boyfriend and I was looking online at the various flower shops in Vancouver that delivered. I finally settled on a florist and ordered the bouquet and of course received an automated email confirming all the details.

Then, to my surprise, later that day I received an email from the florist letting me know that he "would be delivering a beautiful bouquet to ------ on March 16th for me. Thanks, Joel"

That simple email that took him 10 seconds to send just earned him a repeat customer. The next time I look to suck up to my girlfriend I will definitely be going to the same place.

It's that easy to turn your standard online store into one that makes your customers feel more important than a standard automated reply.