What's Your Difference?

I drove by a dentist's office yesterday that had a sign which read "Dentistry with a Difference." I smiled to myself and applauded their effort to differentiate themselves. In marketing, we work hard to come up with a U.S.P. (Unique Selling Proposition) or positioning strategy for our clients. We ask, "what is the one simple thing people know you for?" or "what do you want to be known for?". We tell folks that if you don't define yourself, your competition will.

The challenge is to come up with a meaningful differentiator. I could bill my company as the only marketing firm in Atlanta run by a red-headed woman who's half-Iranian. That's a difference, to be sure, but probably not a meaningful one if you're looking to hire a marketer.

Which brings me back to the dentist. "Dentistry with a Difference" means nothing. How are they different? How does that benefit me, the potential patient? They could be different, as in weird. (And when I first told Terri about their sign, that was her first reaction.) Not to pick on them; I do admire that they are at least trying to market themselves. Still, imagine if they described their difference in a memorable way. Tell me what makes you the best. Tell me why your customers come back.

Just don't tell me that you're "different."

Drilling Down - Blogs Find Favor as Buying Guides

Not a huge surprise, but there is data now demonstrating the huge influence bloggers have to influence shopping decisions. I read a blogger I like and trust; she recommends a product or service and I'm likely to trust that recommendation. It's the old-fashioned word-of-mouth method that marketers consider the holy grail of marketing (and soooo tough to accomplish), only amplified with more "ears" to hear what one is saying.

This has huge implications for marketers who are always trying to get in front of the influencers and generate that buzz. Here at NTM, we are finding more and more clients who are interested in reaching out to bloggers and we continue to develop models to make that happen (and track the response).

Read the NY Times Article: Drilling Down - Blogs Find Favor as Buying Guides

Best Buy launches store for and by women

Gosh, about 18 years ago, I put together a presentation (pre-PowerPoint days; I painstakingly typed it in WordPerfect) on marketing to women. I was baffled then that more businesses weren't taking advantage of this lucrative market. Most of the stats I cited back then (women control 80% of consumer spending, buy 60% of all new cars and influence the purchase of most of the rest, represent nearly half or more of all investment decisions, etc.) are still true today and yet, marketers remain blissfully ignorant on how to target us. The situation has improved, of course, but I am still waiting for a car manufacturer to truly speak to me. I get so sick and tired of car commercials that focus on performance, speed, horsepower, and torque (what is torque anyhow?). The only time I've really seen a car commercial attempt to talk to women it was for a van and highlighted the remote control sliding doors. Well, it's a start I suppose.

And for the record, targeting women does not mean making your product pink.

Best Buy is trying to get in on the action. Since women represent 45% of all electronics purchases, they're looking at ways to appeal to us, starting with the design of their stores. They have one test store now. I hope it works and that more marketers consider their actual SHOPPERS (women!) in their store planning, merchandising, product choices, etc.

Read more here: Springwise: Best Buy launches store for and by women

New Pepsi Logo -- huh?

Is it just me or does this new Pepsi logo look like the Obama logo turned sideways? Besides that, why are they changing their logo? They claim it's to infuse some excitement into the brand during a recession. Look, we do logo redesigns all the time -- usually for companies who never had a professionally designed logo in the first place. And changing logos can give you an excuse to reach out and touch your customers, or just fire up the troops internally. So I can't make a blanket statement and say this is a bad idea. What I can say, is how much did this cost? How much will it cost to re-brand the trucks, bottles, all the packaging, etc.? How else could they have spent the money? Maybe with some kick-ass contests (people love those any time, but especially in a recession). Or some big, attention-getting marketing stunts at cities throughout the country. Or college campuses.

What do you all think?

Read more here: TheDieline.com: The Leading Package Design Website: What is Pepsi thinking?

Sometimes the simplest things . . .

Most of us would like to be known for outstanding customer service, but we don't spend much time thinking about the steps we can take to actually improve our level of customer care. And when we do, it's often geared towards upgrading technology or other expensive systems. Sometimes, all you need is a warm, personal human touch. (And given the state of the economy, shoring up relationships with your customers is critical.)

To wit: recently, I discovered Etsy, an online marketplace for handmade goods. I've bought a number of items from different sellers and have experienced great customer service. (Much like ebay, customers rate the sellers.) But the service I received on my last purchase went even beyond good. This seller included a beautiful card with a personal note to me. She put two gourmet tea bags in the card (which had nothing whatsoever to do with the purchase; it was just a treat). She wrapped everything carefully. You could tell she did not just toss this in a FedEx box. Rather, she tied each item with a lovely string and a home made tag. The tag gave instructions for washing and care, and ended with this delightful note: "enjoy."

So why am I telling you about an independent seller on Etsy? A shop with only 33 items? Because, if she can do it, so can you. When was the last time you hand wrote a thank you note to your clients? When was the last time you included a "surprise" treat or gift? Have you thought about how you package or present your goods or services?

What are you waiting for?

Recession Proof Marketing Tip #1 -- Shore Up Relationships with Existing Customers

Early this year, we drafted a marketing plan for ourselves -- a top-level outline of what we need to do to be successful this year. One of the organizing principles we used is how to grow a business in a recession. At the time, nobody was sure if we were in a recession, but plenty of people thought we were headed for one. And now, with the financial market meltdown, it seems more and more likely. As business owners, what can we do to make sure our businesses survive, or better yet, thrive?

We'll start posting tips for you to consider. If you have additional ideas, please post them in the Comments section.

Tip # 1 -- Shore Up Relationships with Existing Customers
What are you currently doing to service your existing accounts? Do your customers LOVE you? I mean, really, really think you're amazing? What can you do to consistently amaze and delight them? Make a commitment, today, to surprisingly good -- outstanding -- customer service. Pull your team together and brainstorm what that might look like. Here are some ideas to get you started:

• Ask your clients what you can do to help them sell more (or do more of whatever it is they want to do).
• Surprise them with a gift, discount, extra service. No reason. Not a holiday surprise, but "just because." Expect nothing in return. (Simple gift ideas: a subscription to a relevant business magazine, Starbucks gift card, gourmet food items)
• Call them. Don't e-mail. Call and say "hi."
• Take them to lunch, dinner, a movie, a play.
• Keep your eyes out for relevant articles, research, etc. Send it to them with a personal note.

Ideally, you should do a combination of things. We encourage you to get your team together today and talk about "creating customer evangelists." There is, in fact, an entire customer evangelism movement over at the Church of the Customer blog.

Listen Up Gas Stations

So you may have heard that we are experiencing a gas shortage here in Atlanta. Yesterday, my husband and I went to about twelve stations in the area and none of them had gas. There is a QT (Quik Trip) nearby that had gas the other day, and a long line, but it was very orderly. They had an employee directing traffic and everyone waited their turn.

That got me thinking. That QT is across the street from another station, and a block away from several others. When the gas crisis is over, people will fall back into old habits and pull in to which ever station has the cheapest gas and is on the right side of the road. But does it have to be? That QT has an opportunity to capture me as a customer right now. They have a captive audience waiting in line for 15-30 minutes at a time. Why not take advantage of that? What if they had an employee bringing bottled water out to the cars (complimentary, or heck, go ahead and offer it for sale). Or samples of the food they would like to sell inside? What about passing out coupons to get us to come back when the shortage is over?

Can you imagine the buzz this would create if, in addition to being the orderly station with gas in the neighborhood, they were also the station that was handing out free food, drinks, and coupons? That would engender enormous good will and word-of-mouth, and create new customers for that station.

What do you think? What else could the station do?

Watch Videos Online, Get Free Mag. Subscription

As more and more of us zip through t.v. commercials and ignore ads altogether, marketers are coming up with bribes to get us to pay attention to their messages. One such bribe that I thought might be of interest to you is this offer from Dwell magazine. Watch a few videos online, get a free subscription to Dwell (a very cool magazine).

New Way of Making Music

The digital music revolution continues. Last year was the first year that downloaded single sales were greater than CD sales.
Today, we learned that Justin Timerlake’s new label has signed its first artist, Esmee Denters. Guess where he found her? On You Tube! Just like “American Idol” has the power to break an artist, now the social networking phenomenon is enabling artists to generate fan bases before a label ever signs them.

Here's a link to a clip of Esmee Denters on YouTube: http://www.youtube.com/watch?v=OozOELyx_yY

New Olympic Logo Very Controversial

Here’s what 400,000 pounds (approximately $791,000) gets you.

The logo for the 2012 Olympics to be held in England was revealed today and the reaction has been largely negative. If you haven’t already figured it out, the shapes make out the year “2012” in an eighties-style design throwback. (Yes, the 80’s are making a comeback. But the question is whether what is retro today will be completely outdated five years from now.)

My guess is that the committee making the decision was looking for something younger and fresher, and they relied on graphic designers to tell them what was “cool.” It seems that no one bothered to ask basic marketing questions: Is it legible? Does it resize well? Does it communicate the main point (the Olympics)? Is it memorable?

Well, on that last point, they may have a “yes.”
http://www.nzherald.co.nz/section/3/story.cfm?c_id=3&objectid=10443673