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Support Small Business – Burst Marketing

August 25, 2010

Following the recent news that weekly jobless claims have hit a nine-month high, President Obama issued a statement calling out Congress for not passing a bill that would aid small businesses.

I don’t care for the “Blame Game.”  My dad used to drill into me “fix the problem, not the blame.”

That aside, the fact is that the struggles of small business are a major anchor around the neck of the economy.  A recent study from the Labor Department points out that more than 60% of all jobs cut in the private sector in the fourth quarter of last year occurred in businesses with less than 50 employees.

This underscores something we already know – America’s job market depends largely on the health of our small businesses. In fact, some estimates say that small businesses are responsible for providing 64% of the jobs in America.

Generating Positive Thinking

Last month 2,000 small business owners were surveyed by the National Federation of Independent Business.  They found these owners to be further losing confidence in our economy. Only 9% of those surveyed said they expected to hire more employees.  That ain’t gonna get the machine running.

Various versions of a small business bill would provide as much as $30 billion to community banks to boost lending to small businesses and would also add $12 billion on top of that in tax breaks for those businesses. Again, that’s not enough overall – but it’s a start and can provide us a psychic boost.  A better vibe.  And a better mindset must take hold for people to get hired.

The ranks of deficit hawks can count me amongst their ranks.  However, even with all the money pumped into the system by Tarp and Stimulus Packages – for the most part, that money remains locked up and out of the hands of small businesses.

Consider contacting your representatives in Congress to suggest they support job growth by directing incentives to small businesses.

 

Learning Isn’t Comfortable – Burst Marketing

August 8, 2010

While sitting in my favorite cigar lounge enjoying some company, I listened to a couple of guys talking about one’s new Harley.

He’d traded up to a massive new bike from what he called his “learning bike.”  He wasn’t comfortable on it anymore as he was moving on to longer rides.  He needed comfort.  And didn’t want to continue to build confidence while gaining experience with his existing classic.

His friend’s wisdom – “yeah, learning is never comfortable.”

The story reminds me of what so many business owners must be feeling.  As technology influences customer mindsets and the ways they spend their time, owners and executives are forced to learn new behaviors. Learning means change – if only in the way you think.  And change is stressful.

Learning makes you venture into the unknown, pushing you out of your comfort zone.  But you know what can be even more uncomfortable?  Losing customers.  Missing opportunities.  Losing money.

A business that allocates a certain amount of its resources to testing new marketing methods and learning what works will lead the field when the economy ultimately recovers – and will maintain and extend its lead over time.

Got learning?

 

 

Burst Marketing – Be Clear or Beware

July 29, 2010

The most stereotypical example of poor customer service had always been the Department of Motor Vehicles.

Mention the DMV and instantly images of gargantuan lines pop into your head and your eye begins to twitch.  More recently however, the DMV had made some improvements by adopting common sense operational efficiencies and online tools.

Many locations will give the poor motorist an appointment window to respect their time.  Online renewals and payments further helped ease frustration.

But there’s a hole in the DMV donut – the locations don’t necessarily coordinate with the website.

This may sound familiar to those who’ve shopped at WalMart.com.  After finding a great price online, you run to the nearest store to snatch up your bargain – only to find the store price isn’t the same as the online price.

Reason?  They’re run as two separate business.  Frustrating and sometimes angering.  But many retailers have the same arrangement, confusing and inconveniencing their customers.

This morning I heard the DMV has a trap lying in wait.  If you should move during the time of your vehicle registration – and do the right thing by dutifully going down to DMV to file the forms – it won’t change a thing as far as DMV is concerned.

That’s right.  Go down to your DMV office, file the change of address, affix the stickers to your license and registration – and they never even update your file.

You have to CALL their customer service center to let them know or they don’t change your records.  Imagine how you’d feel when your renewed registration was sent to the wrong address and you got a ticket for an expired registration.

Then they charge you a fee to send a duplicate!

Check the forms and the website.  It’s itting right there amongst a sea of words.  In type so big that only those who’ve eaten 3 carrots a day can read is the instructions…you must call the customer service center to change your address.

So, DMV offices, online service, and the customer service call center don’t communicate on a simple, yet important function.  And you’re the loser.

Moral for business.  Embrace technology and efficiency.  Be thorough.  Be clear.  But be sure you’re actually helping those you want to help.

 

Burst Marketing: Lucky To Be Average

July 19, 2010

I’ve recently been brushing up on my market research of the Albany – Schenectady – Troy MSA (Metropolitan Statistical Area).  It’s important to keep up on the markets in which you compete.

Did you know that Albany is the #1 test market in the United States.  Correct-a-mundo.

According to Acxiom’s  last published study in 2004, Albany, NY was the market that best represented the United States population as a whole.

In other words – we’re the most average market in America.

That holds some real advantages for you as a marketer – especially if you market to consumers.  Rolling out new mass-market products in Albany is an excellent place to start.  The test results could well translate to the national market, and “amped-up” ROMI (Return on Marketing Investment)

If that’s you – be thankful we’re so average.

 

Burst Marketing: Best Buy – Dead Cow Alert

July 13, 2010

Best Buy obviously hasn’t read Seth Godin’s Purple Cow.  The book’s treatise is that a company’s marketing is most effective when it’s true.  Actually being remarkable translates to marketing at its best.

My partner Dave recently had trouble with his iPhone.  As great a gadget as the iPhone is, neither Apple nor AT&T Wireless offer insurance on the iPhone.  Best Buy stepped in offering the only insurance available on the product – serviced by its Geek Squad.

Oh oh…dead cow!

After 2 years of paying $11+ per month, Dave needed service.  He dropped it off at the Geek Squad – “it’ll be ready and back here by Friday.”  Friday comes…and an hour of voicemail hell later…”sorry, maybe tomorrow.”  Saturday…no answer at the Geek Squad all day.  He left a message with the store’s customer service to please call him back.  Sunday…another hour of the run around, “sorry, there are no deliveries on Saturday or Sunday.  Maybe Monday?”

“I didn’t even get a call from you guys, isn’t there a message for you?”  “Truth is we’re really busy, and there’s a whole pile of messages sitting on this desk.  We don’t look at them.  We just wait for the customer to call back.”

Okay – get the picture?  Now ponder this:

Best Buy is in the electronics business.  Why can’t they put your order status online for you to check?  Or shipping status?  Especially when the Geek Squad desk is too busy to even look at the pile of messages on their desk!

Best Buy promised a service that made them unique – but the promise turns out to be pretty empty.  That’s a dead cow.  That’s utter brand destruction.

 

Burst Marketing: The pathology of Perfection

May 9, 2010

Nobody’s perfect.  In fact, with all due respect to the philosophy behind Six Sigma management – nobody should even try to be.  At least not too quickly.

The pursuit of perfection costs money…lots of money.  And the ROI on perfection is minuscule.

I was listening to an interview with a psychiatrist specializing in neurotic behaviors when she began discussing “pack rats.”  You know, people with an obsession to keep everything they’ve ever accumulated.  She described a case study wherein two brothers accumulated so much, and their surroundings became so cluttered – chokingly packed really – that they perished among the debris.

Pack rats are irrationally afraid that they might throw away something important.  They fear they might miss something.  It’s part of what the doctor called “the pathology of perfection.”

We often encounter clients with degrees of this pathology.

Usually it manifests in a such a microscopic attention to detail that they never actually do anything except proofread, wordsmith, scour lists, debate nuance, etc – even after a painstaking effort has already been completed.  They simply won’t sign off on a project to begin.

They believe that they are demanding perfection, when in actuality they are nearly guaranteeing failure.  Like any investment, marketing your business is a calculated endeavor.  It begins with a series of informed decisions, but no guarantees.  A program is begun, results observed, adjustments made.

Professional marketing management requires ongoing adjustments.  By definition, therefore, perfection is unachievable.  And the closer a program is to its inception – the farther away from perfection it will be.

Demanding perfection at the outset will only paralyze a launch.  Then, should a marketing adviser be able to convince a client to launch in spite of a client’s fears, the inevitable failures (that’s right, I said failures) of an early stage marketing plan may cause a client to get angry.  Deliver a series of “I told you so” and force a campaign shutdown.

This exactly at the moment that learning has first begun.

A mentor of mine often reminded me that failure is but one step closer to success.  Perhaps you’ve heard this old adage as well.  Being 50, 60, 70, or 80% correct at the start of a campaign is a fair beginning on the road to success.  The costs of trying to move too quickly from 50% to 80% are exponential.  It can create unending research, tension, delays, mistakes, loss of enthusiasm, paranoia and other negativity – often resulting in total loss.

Perfectionists will fail without ever knowing how close they may have come to reaching their goals.

 

Burst Marketing Lead Generation – Get Intimate

March 21, 2010

Plopped right on your desk is today’s mail.  Bills, magazines, direct mail.

The competition for your attention is in full swing…and it’s survival of the fittest.  Getting to the top of the pile has always been a challenge for direct marketers, no more so than now when time is at such a premium.

No, direct mail is not dead.  Far from it.  One client of our drops over 4 million pieces of mail each year and generates a very healthy ROI, thank you very much.

There are a number of tactics you can use to improve the response of your direct mail program.  Lead among them is the use of variable print data.  Enabled by technology, personalized messages can be created on each piece by pulling information from your database.

Research shows that mail with your name on it, along with a relevant message, generates a significantly higher response rate than those without it.  The additional costs of variable printing can be highly justified by the higher returns generated.

Does it makes sense for you?  Calculations depend on a number of factors including -

- What is the value of an individual sale?
- What has it cost you in the past to generate a qualified lead?
- What other elements are included in your communications mix?

Direct mail is a highly measurable form of lead generation.  Testing the effect of variable printing is a matter of organizing and tracking the effort properly.

 

Your Life…Online

March 7, 2010

Many businesses have clamped down on travel budgets by turning to online meetings.  Webex, Gotomeeting, and in-house solutions connect audiences and presenters around the globe from their desks, their laps, and their phones.

Of course, there is no real replacement for personal, face-to-face interaction.  But as  cost-consciousness replaces the niceties, online interactivity is on its way to mainstream.

Some still have their doubts.  We’ve heard strong protests saying that people won’t feel comfortable discussing personal or confidential information this way.

To those who still have such doubts, consider this research excepted from mediacenteronline.com publication “Trends 2010.”

[from Trends 2010; mediacenteronline.com]

The growing demand for real-time interactions will result in more than just clones of Twitter-like-services expected to hit the Web in 2010.  Many of the most interesting and out-of-the-box innovations that will impact lives during the next  year include:

Online funerals. While webcasting a funeral may seem morbid, Funeralrecording.com and Funeralone.com are starting to gain attention because the services allow more people to share in the ceremony without the expense of travel.

Life-casting. Given the integration of cell phones, high-speed 3G services, and a growing desire to connect with people in more tangible ways, life-casting services such as Qik.com will allow users to easily stream live, quality videos from their mobile phones in real-time.

Video gaming gets physical. Taking lessons from the popular Wii, Microsoft’s new Xbox controller is the user. Called “Kinect”, players can perform dance movies or kick a ball, while a camera tracks the movements and shows the results on screen. Sony’s new PlayStation Motion Controller features a wand that helps accomplish the same person-as-the-controller goal.

Content aggregated. Digg.com and other services help web surfers find interesting stories and pictures and YouTube.com allows people to share videos. Toobla.com aggregates videos, photos, documents and Websites, to store and share them online, making content more interesting and accessible for others in a person’s network.

Gadgets for gadgets. The earlier versions of cell-phone boosters were disappointing, but the zBoost ONE, which increases connection three bars, will allow people in rural areas to participate in the mobile revolution and make high-speed access viable for everyone.

 

9 Meals From Anarchy

March 2, 2010

On a recent trip to Florida I met up with a cousin of mine that I hadn’t seen in nearly 40 years.

He’s a retired physician with an inquiring mind and he shared with me an unsettling observation.  Watching coverage of the tragedy in Haiti, he recognized that people got more and more desperate as it passed the 3 day mark following the event.

The human body can go without food for quite some time before it really breaks down.  But without water, it’s only a matter of 72 hours and brain function is significantly affected.

“9 meals”, he said, “that’s all that separates us from our daily lives and a complete breakdown of society.”

Hours later, while working on a marketing blueprint, I thought about my cousin’s “9 meals” anecdote.  Our bodies need to be sustained with a continuous supply of H2O for survival.  We need food for sure, but in terms of our hierarchy of needs, water is king.

What’s your client’s hierarchy of needs?  What’s the one thing that your customers can’t live without?

Price?  Service?  The hottest technology?  Relationship chemistry?

Now think about it in terms of a marketing campaign.

What’s the one thing you need to monitor to know if you’re on the right track?  It’s different for everyone.

Regardless, it’s a fine line between survival and extinction.  Be sure you know where it is.

 

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