Atomic Penny

A new wave of advertising has begun.  It is not old, just updated. Testimonial marketing is new again. Two of the biggest campaigns are being done by Hyundai and Dominos Pizza. Hyundai is posting uncensored consumer comments taken with a hidden camera. Dominos Pizza is now so proud of their pizza they are having consumers send in photos of their recently delivered pizza. Almost as if it is a work of art. 

These campaigns are meant to solicit honest and open opinions from consumers about a specific product. And these companies are spending millions of dollars to be transparent. This type of advertising while effective, can be expensive.  As a small business owner, can you do the same? And do it affordably? 

The answer is a resounding YES! Set up an area in your store, shop, office or website where a consumer can record their experiences, then share those unsolicited thoughts. Be proud of the good, learn from the bad and share all of them (with the exception of derogatory or explicit comments). The purpose is to share with potential customers the experience of doing business with you and your company. 

If you wish, you can even buy local cable advertising to share the comments. It is up to you. The end result can lead to greater sales, or the opportunity to learn from your customers. 

What would you prefer, the opportunity to listen and share or continue to bury your head in the sand. I know I have two ears and two eyes, I may as well use them.

POWER ON–Mark

Are you an expert? Do you have a large amount of knowledge about a specific subject? As an expert are you willing to share your expertise?

Or as a snob, do you parse out information in a way to offend others and reinforce your superiority?

Which will get you more in the long run?

There are a lot of lonely snobs. 

And many happy experts.

POWER ON–Mark

Last week I discussed everyone being on the same page. The result? Stagnation, rigidity, group think and even boredom. Let me suggest something to try next time you are in one of these meetings. TURN THE PAGE…

What's the worst that can happen? Ridicule, a bit of embarrassment, being called on the carpet for not being a team player? And….How long will that resonate? Probably until the next person takes a risk. In the big scheme of things it will be a minor blip.

On the flip side, if you are the page turner, the risk taker, the payoff can be tremendous. Recognition, authority, promotion, empowerment. Even if it takes 5-10 times for your unique ideas to be recognized, it is worth it.  It is needed and it is essential to grow, both for yourself and your company.

Turn the page, write the script and reap the rewards, What's to lose?

POWER ON–Mark

Tour de France follower or not you should recognize the effort made to support those fighting cancer. The video says it all. #team28

POWER ON–Mark

On long plane flights you have the opportunity to do many things; watch TV or movies, eat airline food, read, sleep and even meet someone new. On a recent trans-continental flight I watched some TV because sleep was out of the question. Me, airline seats and sleep does not make for a good combination. 

I watched two unrelated shows on two different and unrelated networks and saw some very similar product placement. On Anthony Bourdain: No Reservations, and Psych there was some very blatant  product placement. Not the cars they ride in, the drinks with the label facing the camera or even the clothing. What was shown was the Chase Credit Card. 

I watch these show regularly and am disappointed by the pitches inserted in each episode. I am sure that both shows are paid handsomely for this promotion, but at what cost of turning off viewers? 

And if it is on these shows, what other TV shows are also in on this? I am all for marketing and product placement, but if it is so 'in your face' that it makes you rethink your entertainment selections, then it should be rethought.

And, next time I will find a way to sleep.

Did the Chase credit card placement work? I'm talking about it. Hmmm…..

POWER ON–Mark

Before you read this I want you to know I am a fan of Apple products, I have a Mac, 3 iPods, an iPhone (3G, not the 4), and I had an iPad for a while, hoping it would meet my needs. It did not, so I returned it. But I love the products, the design, and the ease of use, so I will continue to buy Apple products as I need them. With that said, did you see or read about the announcement by Steve Jobs regarding the iPhone 4 antenna issues? I saw and read them and was disappointed. You can watch it for yourself here: Steve Jobs on CNN Reports

On one of my very first posts, I briefly mentioned that marketing is the heart of your business, and I believe that even more now.  In looking at the presentation by Steve Jobs, I felt Apple forgot its heart. Why? There really wasn't an apology, there was an explanation. And worse, there was a comparison! Apple has never had to compare. Instead of saying "we want all our customers to be happy",  Apple should apologize, say they failed to meet their own high expectations, provide a fix and move on. Giving a free case was a needed gesture, but did not fix the bigger issue of the proud culture that has been established by Apple.

The comparison to the loss of signal while holding the phone a certain way was below the high standards of Apple. Apple needs to remember that they can and should turn a weakness into a strength. Go for the jugular. Don't compare your weakness, make it better. Show why I should buy, and why you are better, or the best. Regain your arrogance, and move on. Take your lumps, fix it, then power ahead. 

If you have a similar issue in your business, learn from Apple. Make your weakness a strength, move ahead, and rise to a higher level.

What power can you gain from a weakness?

POWER ON–Mark

Bryan Waldon Pope, Founder of Marketing Success Institute, recently wrote about competing with Disney and how he observed the Disney Experience. Disney itself has a book and seminars that cover how it is done at Disney. It is a plan that plays to perfection almost every day in each Disney theme park around the world. Next time you visit, really look a little deeper and see how your interaction and experience is enhanced by the plan the Disney Corporation has put in place.

What led me to discuss Disney is a conversation with a client. When I asked what company he wanted to emulate, his immediate response was “Disneyland”. Not the rides or the food, but the experience. As I am working with him to create that experience I wanted to share a few of my observations.

• You cannot wish to create an experience without a plan. The plan starts before you answer the phone, greet the first customer or sell your first paper. The plan needs to address everything that affects the customer experience; seen, heard, smelled, felt or even tasted.
• Your plan needs to address all of the above and do so in a way that exceeds expectations and creates a better experience than expected.
• In creating an experience, look to the customers for validation – not in a survey, but in their smiles, posture and actions. If you see an issue, address it immediately.
• Give the customers more than they expect. Fireworks are always a good fallback. If you are inside, what fireworks can you create?

One thing that is lost in the creation of the experience is the price. Don’t price to beat the competition, price to make the customer feel they got more than what they paid for when the experience is complete.

In looking around your business, what can be improved immediately to enhance your customers’ experience?

POWER ON–Mark

Recently I contacted a businessman that I had done business with, commented on his blogs, tweeted his success and shared his writings with others. Because I knew he was busy, I used his personal email address, and did not want to interrupt him with a phone call. The response I received was not from the business owner, but from some unknown assistant. It read in part, “thanks for writing Bob (not his real name). If you wish to leave a message please go to his website and post a message.”

WOW!

Now I know what my support is worth. It must be that I didn’t attend all the seminars, workshops and consulting he tried to sell me. He will never understand my frustration, but I probably won’t go out of my way to use his services, which are quite good. I just wanted to support him when he started out, and hoped that I could learn something which I did.

By the way, I have emailed or twittered Seth Godin, Pamela Slim and Tony Hseih and received a personal response. I was no only surprised, but more importantly I was impressed. I am not a captain of industry, I am not a major player, and I am definitely not someone who can bolster his or her career. But to each of them I am important enough to respond to, and they have a fan for life.

If you put this in the context of your business, have you ignored your older customers because they didn’t buy everything that was offered? Do you consider the person with the biggest car or highest credit limit more important than the customer paying with cash?

Who stood by you when you started up and when times turned tough? What have you done for them lately?

POWER ON–Mark

John Jantsch has a new book, The Referral Engine, all about building referrals without begging. What is begging? Asking your customers for the names of their friends and family who may be interested in your product or services. The customer came in to buy your product or service, not to give you more prospective customers. At a retail store I was asked for my phone number and email address after paying for my product. I probably will get a survey or call on my “satisfaction” with my purchase. I really just wanted to buy the soap that my wife wanted, not to give a life history. I believe you do your customer a disservice by asking for more and more. At some point it becomes a dissatisfier.

If the customer is happy, they will tell others, if they are not, they won’t. It’s that simple.  Make your customers happy, and give them a reason to refer you.  Your measure will be when you ask your customer where they heard about you in a passing manner.

Your customer is not a checklist, she is a person who made the choice to interact with you. Don’t blow the opportunity by asking more than you need to know.  Begging will get you nowhere, but genuine thinking will get you everywhere.

POWER ON–Mark

You have many choices when marketing to customers. Imagine the scenario where you have $3 left in your marketing budget. You want to reach as many prospects as possible and want to grow your business. Sounds absurd, right or wrong. As a marketer or business owner you have that decision to make every time you begin a new marketing concept.

What can that $3 buy you? Printing, postcards, a couple of banner ads? How about some goodwill and respect? Instead of marketing to the masses, market to the ONE. Who is the ONE? It is the one person who can influence others to interact with your business.

Your $3 can buy a cup of coffee or a piece of pie. Make the interaction special, memorable and personal. A cup of coffee by itself is just a cup, but the conversation and interaction will make or break the deal. Discuss what is important to the ONE. Family, sports, cars, world peace. It is your money but her time. The whole idea is to gain the trust of the ONE. If you do, the ONE can be your gateway to your future. Not only in customers, but in VC, media, alliances.

$3 and an hour of your time. It’s worth the investment.

POWER ON–Mark