Archive for the ‘Communication’ Category

E is for Empathy

The Northwest Airlines website would not let me complete the payment process for a flight I was booking. Frustrated, I picked up the phone to complete the transaction. Northwest added to the frustration by informing me there would be an additional $20 fee for the privilege of talking to a person.

This wasn’t my first poor customer service experience from Northwest or Delta or whatever it may evolve into next year. Cutbacks in services, staff reductions and just boneheaded management styles have left us awash in miserable to non -existent customer service.

I’ve always had a special place in my heart for the customer service team – hard workers who historically are one of the lowest paid. An article in the Boston Globe reminded me that some CEO’s get it.

Take Paul Levy for example. He is the guy who runs Beth Israel Deaconess Medical Center. The moment had come when pink slips were inevitable. So he took time out and just watched some of the 8,000 people who work for Beth Israel.

As Kevin Cullen, a Globe Columnist noted, “He stood at the nurses’ stations, watching the transporters, the people who push the patients around in wheelchairs. He saw them talk to the patients, put them at ease, make them laugh. He saw that the people who push the wheelchairs were practicing medicine.

He noticed the same when he poked his head into the rooms and watched as the people who deliver the food and empty the trashcans chatted up the patients and their families.”

Paul Levy did something incredible. He did something right for his employees. He did something great for his hospital and the bottom line. Levy stood in front of an auditorium filled with anxious employees and said, “I want to run an idea by you that I think is important, and I’d like to get your reaction to it,” Levy began. “I’d like to do what we can to protect the lower-wage earners – the transporters, the housekeepers, the food service people. A lot of these people work really hard, and I don’t want to put an additional burden on them.

“Now, if we protect these workers, it means the rest of us will have to make a bigger sacrifice,” he continued. “It means that others will have to give up more of their salary or benefits.”

He had barely gotten the words out of his mouth when the auditorium erupted in applause. Thunderous, heartfelt, sustained applause.

The consensus was that the workers don’t want anyone to get laid off and are willing to give up pay and benefits to make sure no one does. A nurse said her floor voted unanimously to forgo a 3 percent raise. A guy in finance who got laid off from his last job at a hospital in Rhode Island suggested working one less day a week. Another nurse said she was willing to give up some vacation and sick time. A respiratory therapist suggested eliminating bonuses.

Levy did the right thing to help people in hard times. He also did the right thing in delivering great customer service. It is very often the front line that makes the biggest impression on customers. They are the ones who hear the problems first hand. And when given the tools and training they can be the ones to prevent a problem from becoming a lost customer.

Cullen writes this about Paul Levy, “he is trying something revolutionary, radical, maybe even impossible: He is trying to convince the people who work for him that the E in CEO can sometimes stand for empathy.”

No Comments »

Boosting the Bottom Line Through Retention

A New York Times article raised an interesting question. Is the GOP losing a generation?
Americans identifying themselves as Democrats outnumber those who say they are Republicans by 10 percentage points, the largest gap in party identification in 24 years.

I wrote shortly after Obama’s election that he had garnered a 66% share of the 18-29 demographic or about 16 million people. Brand loyalty is created as a result of cognitive elaboration (thinking about it) by an individual. Since 16 million young voters assigned a positive attribute to Obama and ultimately the Democratic Party, chances are good the large majority will live a life loyal to the democratic brand. It is a fundamental principle of positioning.

The challenge before us as communication practitioners is not only gaining market share but also retaining those that are loyal to our brand. Higher education needs to retain the students enrolled. Nonprofit must retain core individuals who are active with time or money. Business must retain clients and key employees.

Higher Education
A top down approach to staff and faculty mentoring of students creates a family environment and identifies potential problems before they arise. International or minority students are an extremely high at risk demographic. Faculty and upper classman who reach out to the new students, prior to arrival, are sure to create a bond. It is this sense of inclusiveness that will tie the student to the university well beyond their four years.

Non-Profit
Shifting money from salaries to other priorities sends managers into a never-ending downward spiral of dealing with frequent turnover. An alternative approach is paying more to gain stability, maturity, and the skill sets to sustain long-term initiatives. Retaining those grass roots organizers and donors will be enhanced as the time manager spent on training and retraining staff can now be devoted to personally strengthening key relationships.

Business
Engaging your new clients is very much like higher education. Your account executive should be communicating with the client between projects and not just during the projects. Personal client engagement by senior executives creates an environment of partnership instead of a vendor status.

Employee retention may not be an issue today, however there is a way to thwart key staff turnover when the economy heats up again. Authentic engagement, mentoring and training by senior management today will pay dividends in the future.

None of us can afford to lose a generation of students, customers or employees. How we manage our human relations with stakeholders will ensure that we don’t fall into a chasm of disconnect and disinterested.

No Comments »

What’s Your Brand Assurance?

The 95 million viewers watching Super Bowl XLIII was the second most-watched Super Bowl in history. The New York Giants and New England Patriots drew 97-million people to Fox in 2008 to set the record.

What I found interesting about the Super Bowl commercials is that in the midst of a down economy, a car maker spent $3 million to tell America how to pronounce its name correctly.

“It’s ‘HUN-day,’ like Sunday,” said one of its two ads during the game. Hyundai did not talk about brand attributes, build quality or warranties -they simply told us how to pronounce their name.

New-vehicle sales fell 37 percent last month, the industry’s worst January since 1963. However, Hyundai’s market share nearly doubled last month as sales rose 14 percent, the largest year-over-year increase that any big automaker has posted in the United States since last May.

If you haven’t heard, Hyundai’s new marketing strategy is promising to let buyers return their vehicles, at no cost in most cases and with no penalty to their credit rating, if they lose their job or income within a year.

The program is called Hyundai Assurance. Obviously it is resonating with consumers. Furthermore, it is positioning Hyundai not as some impersonal corporation but one of us. A very reassuring voice-over on the Hyundai YouTube commercial tells us, “This is a car commercial but it’s not about cars, it’s about the people that buy them.” It then goes on to say, “We’re all in this together and we’ll get through it together.”

The marketing strategy is a brilliant stroke of genius. It’s not about rebates or extended warranties. It’s about the greatest fear permeating consumers, their jobs.

According to David Zuchowski the Vice President of Sales for Hyundai, “It doesn’t matter how many zillion dollars you put in rebates, or what A.P.R. you give them. If people are worried about their job, they don’t really care and they’re just not going to get off the fence. But we had to walk a really fine line. We wanted to make sure we didn’t come off as panicked or distressed.”

Marketing and communication is fluid. The message we send today is not the same message we sent last year nor will it be the same as next year. The message needs to provide assurance, to steal a word from Hyundai.

Every important decision by clients and prospect is heighten in this economy. Failure of a vendor to fully deliver could cost the decision maker their job. So we must ask, what assurance are we offering? From a cognitive elaboration perspective we should ask ourselves these questions and then endeavor to communicate them to our audiences.

  • Do I understand the key drivers behind a purchase decision?
  • Have I fully explored the deliverables or project scope?
  • How can I communicate that I am more than a vendor but a vested partner?
  • Do they understand my brand promise? My guarantee?
  • Can I provide services for the client today that will lock me in when the project comes to fruition next month or next year?

When times are good, you should advertise. When times are bad, you must advertise. Advertising alone does not get the job done. The message communicated must be relevant to the customer, emotionally and functionally, like Hyundai’s. Providing that assurance is the only way to grow you business in this economy.

No Comments »

Flickr To Communicate

Like most people, I’ve always enjoyed photography. The work of  Ansel Adams, Annie Leibovitz, and Edward Weston inspired me to pursue photography.

My photography never achieved the recognition level of the aforementioned. However, I was regularly published for my sports photography and my artistic work has appeared in several regional exhibits.

So you can appreciate my surprise when a person, whom I had just met, told me they remember some of my photography that was published nearly 20 years ago. He told me the images spoke to him.

Photography has always had the power to move people. To tell complex stories. To compel action. As marketers, this is exactly what we hope to do. To create a message that will speak to people when we are not there. To make a memorable statement that will last 20 or more years.

The ability to communicate and connect with people is the power behind the website Flickr. While it takes ongoing commitment, Flickr has quickly become a valuable and cost effective tactic in the world of social marketing.

Flickr offers groups and forums on a wide range of interest areas. So if you’re an architect, builder or engineer you have a unique opportunity to showcase projects and discuss challenges with like-minded professionals. Perhaps you want to highlight your presentation in Tajikistan, as did the Nebraska Library System. There are healthcare groups, insurance groups, education groups, and if your group doesn’t exist, create one.

Flickr is a marketing and public relations activity that is an easy way to engage everyone in your organization and it allows them to make a meaningful contribution to your brand.

Here are a few tips for getting started.

  • Set up an account, here.
  • An easy way to get started is with What’s in Your Bag.  The librarians at the Nebraska Library Commission have pulled together some excellent tutorials and links on using Flickr; the detailed Getting Started powerpoint and the “Customize your Account” pdf are general enough for anyone.
  • Visit the Groups page. You’ll find some recent and noteworthy groups highlighted as well as a search box.
  • Upload a photo to a group on Flickr. And don’t just upload to your account – you need to get involved.

Cameras should be required for the sales team, project managers and anyone in your organization that is engaged in site audits, events, conferences or any visual activity that may be of interest to your customers and prospects.

Ansel Adams once said, “In wisdom gathered over time I have found that every experience is a form of exploration.” Posting your photos on Flickr is an opportunity for your prospects to share in your wisdom and explore your brand.

No Comments »

It’s All About YouTube

My wife has been knitting me a pair of winter socks for the last couple of days. The other night she threw her needles down in disgust and left the room. She came back with a glass of wine and the laptop. She went directly to YouTube, pulled up an instructional knitting video and proceeded on with her project.

Mind you, she did not Google her query, she went straight to YouTube.

Then there is the case of nine year-old Tyler Kennedy featured in an article in the New York Times. Faced with writing a school report on an Australian animal, Tyler began where many students begin these days: by searching the Internet. But Tyler didn’t use Google or Yahoo. He searched for information about the platypus on YouTube.

What I find interesting is that despite the age difference between my wife and Tyler, they both bypassed traditional search engines to fulfill their information needs. Quietly, yet right before our eyes, YouTube has changed the search engine playing field.

According to comScore.com, YouTube, which is owned by Google, has supplanted Yahoo as the No. 2 search engine behind Google. In November 2008, Americans conducted nearly 2.8 billion searches on YouTube, about 200 million more than on Yahoo.

Today’s researchers seek information that is delivered with a greater degree of interactivity. Although this is not an entirely new phenomenon. Early in my career, I worked as a producer and art director in broadcast television. The key selling point my colleagues used when selling air time was, why would you want a static medium like newspapers when you can have sight, sound and motion?

The ease of delivering streaming video through sites such as YouTube, means a transformational shift in information searches. Obviously text only results will not be replaced. Many topics are far to complicated to be explained by a short form video.

The growth of YouTube is actually a benefit in our brand building efforts. A primary rule of effective communication is predicated on messaging delivered in multiple layers.

Video has long been a powerful tool used to educate, inform and call to action. Present day use of YouTube is used in viral marketing campaigns for a wide variety of brands and causes. As we prepare for the inauguration of our 44th president this week, would anyone argue the effectiveness of YouTube video in the presidential race?

What my wife and Tyler are telling us is that virtually every technology engaged generation is searching for information differently. It also tells us that as contemporary marketers, we better have a strategy in mind for delivering our message beyond the static vehicle of text only – lest we become the dying dinosaur of home delivered newspapers.

No Comments »

Am I Dumb ?

If you are in your 40s, then Mark Bauerlein of Emory University has labeled you a member of the Dumbest Generation in his book of the same name. Bauerlein’s conclusion comes as a result of extensive quantiative research. Compared with every other birth cohort, early Xers, have performed the worst on standardized exams, acquired the fewest educational degrees, had the lowest reading and math scores and been the least attracted to professional careers.

While president-elect Barack Obama (born in 1961) certainly does not fit this profile. Sarah Palin (born in 1964) does support the theory based solely on her lack of a rudimentary understanding of basic civics.

I will not argue that Bauerlein’s premise may be statistically true; it is, in reality not operationally true. As Neil Howe notes in the Washington Post, “Early Xers have certain strengths that many more learned people lack: They’re practical and resilient, they handle risk well, and they know how to improvise when even the experts don’t know the answer.”

And the truth be told, the books subtitle tells the rest of the story, How the Digital Age Stupefies Young Americans and Jeopardizes Our Future.

What Bauerlein’s research does tell us is that our style of communication needs to change when we endeavor to “close the deal” with a prospect or client. It is especially relevant in this time of global economic turmoil.

Let’s forget for a moment the sell sheets, brochures, website and all other homogenized outward-bound communication that is generated by an organization. We need to understand that our communication must be contextually and tactically executed in a manner that best enables the recipient to de-code our message and identify with our brand.

Let’s say you are in some stage of business development or client relationship management with a mid to late 40-something. Most likely they will remember mood rings, lava lamps, Apollo 17, Three Dog Night, Emerson, Lake & Palmer, Rubik’s cube, Sea Monkeys, smiley face stickers, and pet rocks. These events, artist and fads captured the imagination of Americans during the 70s – a time when your target was in their teens to early 20s.

If we take just a moment to think about whom we are communicating, we then can craft a message that will resonate with them. My rule of communication is comprised of three essential ingredients, relevancy, emotional connection and language.

Relevancy
Your brand must have some relevancy to the prospect. Show the prospect/client that you are relevant to their business and industry. Include white papers or links to industry articles. Keep your communication consistent and varied in its delivery form.

Emotional Connection
Connecting with symbols that elicit a happy place and time. Time has a way of washing away painful memories so connections to the past generally elicit a smile, a momentary pause and the ever so important release of endorphins. Want to be connected to an endorphin rush? Conjure up images from your prospects childhood or known love of a leisure activity. What if your pitch letter included a reference to lava lamps, sea monkeys or pet rocks? Weave that image into your message; it creates an emotional mindset that is receptive to your message.

Language
Shorter sentences, repetition of key points and words that are aspirational or forward looking are essential in creating a relationship. Your message, when read, is often done so in a vacuum. Make sure that the nuance of your words is not open to multiple interpretations.

It doesn’t matter if you are communicating with the dumbest generation or the smartest. What does matter is that you are communicating with humans. And all humans have one common characteristic and that is our need for emotional connection. That connection gives us confidence to buy, to take risk and to buy your product or service.

No Comments »

Disseminate. Elucidate. Communicate.

Several of you have asked for an article on blogging. There are plenty of reference sources on the web if you want deep technical information, so I won’t travel down that road.

Blogging and commenting on other blogs and forums is one of my regular marketing activities. Blogging allows me to engage with like-minded professionals, better understand conflicting points of view, stay relevant in new media, and nurture relationships with clients and prospects.

For these reasons, I commit my time and effort. In fact, in the coming year I will be making changes to this blog in an effort to maintain its relevancy and value to those who read it.

If you’re considering a blog for your company start out slowly. Technorati is a great place to start. It tracks blogs around the world on various topics. Look at the top rated blogs for ideas.

Carrie Shearer, a contributor to the European Wall Street Journal wrote an article entitled Five Key Considerations Before Launching a Company Blog. The following is an abbreviated version of her article.

1. What Type of Blog You Will Have?
Blogs come in all shapes and sizes; however, they generally fall into one of several categories:

  • CEO blog
    Despite its name, the CEO blog can be authored by any senior-level executive. By virtue of his or her position, the author is considered a thought leader who can provide an unfiltered view of the company. When done well, a CEO blog can build rapport and trust, and tell customers what is happening within the company. Most CEO blogs fall into the category of thought leadership.
  • Aggregate blog
    Aggregate blogs are authored by several people. By using different voices and perspectives, they can position a company itself as a thought leader.
  • Staff blog
    Staff blogs allow companies to show their human side by letting employees speak honestly about their daily challenges and successes. Staff blogs empower employees to communicate directly with customers.
  • Specialist blog
    Specialist blogs provide a venue for a company to develop conversations with customers about specific subjects. They create a space where customers can discuss what is important to them.
  • Customer-evangelist blog
    These are blogs written by your customers about your products. A classic example includes Starbucks. Consumers rather than the company they support drive many such blogs.

2. How You Will Handle Comments?
If your goal is to establish a dialogue with your customers, and it definitely should be, you will probably want to give your readers the ability to leave comments on your blog. You will need to decide if comments will be monitored. And to what extent you will edit reader comments.

3. How You Will Handle Feedback?
First, you should make every effort to respond to all feedback left for your blog, good and bad. To make the most out of positive feedback, it is important to say more than “Thank you.” This is an opportunity to turn a happy customer into an evangelist for your company, product, or brand.  Negative comments should always be addressed. This is your opportunity to change the person’s attitude by building on the relationship.

4. Selecting a Blogger
The first decision to make is whether you want one voice representing your company or several. This may depend on the type of blog you have or the number of people who are willing to devote the time and energy into creating blog posts on a regular basis. Look for writers who are even-tempered.

5. Pitfalls to Avoid-Pitching Products
Blogs should be used to relay information, not make sales pitches. Although you may announce a new product, readers will not read a blog that they see as nothing more than a glorified sales piece.

Blogs are not campaigns, they do not have an expiration date. They require a commitment, and one that cannot be taken lightly. The dividends, however, can be substantial. Get your voice heard. There are plenty of people willing to listen.

Here are five blogging sites to get you started:
Blogger
TypePad
Blogware
WordPress
Movable Type

No Comments »

Lessons Learned From Political Campaigns

Like him or not, Barack Obama’s improbable campaign that led to a 53% winning margin of victory can teach us plenty about strategic marketing. Obama was named the Marketer of the Year by Advertising Age magazine.

He won 66% of the 18-29 year-old demographic, 52% of those 30-44 and 50% of those 45-64. Capturing this much market share across such a large swath of demographics would be any marketers dream.

On the Facebook social networking site, the Obama-McCain divide was evident among those who maintain a profile on the site. By the end of the presidential race, about 2.4 million users had signed up as supporters of Mr. Obama – the most of any Facebook page – compared to roughly 624,000 who were fans of Mr. McCain.

A 66% share of the 18-29 demographic equates to 16 million people, give or take a hundred thousand. Brand loyalty is created as a result of what Richard Petty and John Cacioppo call the elaboration likelihood model or cognitive elaboration. Cognitive elaboration is when consumers think about a brand and assign positive or negative attributes. Since 16 million young voters assigned a positive attribute to Obama and ultimately the Democratic Party, chances are good the large majority will live a life loyal to the democratic brand. It is a fundamental principle of positioning.

POSITIONING

In the seminal work on marketing, Positioning: The Battle for your Mind, Al Ries and Jack Trout advance the concept that the easiest way of getting into someone’s mind is to be first. It is very easy to remember who is first, and much more difficult to remember who is second. Even if the second entrant offers a better product, the first mover has a large advantage that can make up for other shortcomings.

EMOTIONALISM

Emotionalism is another key characteristics we marketers hope to elicit from the buyers of our products. Emotional as opposed to functional attachment makes it very difficult for competing brands to change our opinion and buying habits. The first time voters in this historic election will, on every presidential election, experience an emotional connection to their newfound political brand.

HOW DID OBAMA SUCCEED?
He had a marketing strategy and he understood the dynamics of communication. According to Ries, Obama reminded us all of the some very fundamental practices that are often ignored or misunderstood.

Simplicity.
About 70% of the population thinks the country is going in the wrong direction, hence Obama’s focus on the word “change.” Why didn’t talented politicians like Ms. Clinton and John Edwards consider using this concept?

Based on my (Ries) experience, in the boardrooms of corporate America “change” is an idea that is too simple to sell. Corporate executives are looking for advertising concepts that are “clever.” For all the money being spent, corporate executives want something they couldn’t have thought of themselves. Hopefully, something exceedingly clever.

Here is a sampling of slogans from a recent issue of Business Week:

  • Darden School of Business: “High touch. High tone. High energy.”
  • Salesforce.com: “Your future is looking up.”
  • Zurich: “Because change happenz.”
  • CDW: “The right technology. Right away.”
  • Hitachi: “Inspire the next.”
  • NEC: “Empowered by innovation.”
  • SKF: “The power of knowledge engineering.”

Some of these slogans might be clever, some might be inspiring and some might be descriptive of the company’s product line, but none will ever drive the company’s business in the way that “change” drove the Obama campaign. They’re not simple enough.

Consistency.
What’s wrong with 90% of all advertising? Companies try to “communicate” when they should be trying to “position.”  Mr. Obama’s objective was not to communicate the fact that he was an agent of change. In today’s environment, every politician running for the country’s highest office was presenting him or herself as an agent of change. What Mr. Obama actually did was to repeat the “change” message over and over again, so that potential voters identified Mr. Obama with the concept. In other words, he owns the “change” idea in voters’ minds.

Relevance.
“If you’re losing the battle, shift the battlefield” is an old military axiom that applies equally as well to marketing. By his relentless focus on change, Mr. Obama shifted the political battlefield. He forced his opponents to devote much of their campaign time discussing changes they proposed for the country. And how their changes would differ from the changes that he proposed.

All the talk about “change” distracted both Ms. Clinton and Mr. McCain from talking about their strengths: their track records, their experience and their relationships with world leaders.

Barack Obama, a young, black man with a different sounding name, competed and won, against a war hero who had a 26-year track record. I doubt that your brand has as many obstacles. It’s about positioning. In a down economy, the buyer must have total clarity of what your brand delivers.

No Comments »