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June 29, 2007

Marketing to Employees

Apple is doing a lot of things right in marketing the iPhone. But amidst all the iPhone hubbub, one vital marketing nugget is getting lost:

Apple is giving all its full-time U.S.-based employees an iPhone.

I am a huge proponent of companies spending marketing money on employees. It's simple. Astonish employees and they will, in turn, astonish customers. Giving every full-time employee a $600 (retail value) iPhone is an astonishing act that will only help to feed the already vibrant evangelical corporate culture within Apple. [SOURCE]

At Starbucks, we would also spend marketing money on employees. We knew if we could get Baristas jazzed, they would get customers jazzed. Our biggest marketing to employees expense was producing tens of thousands of T-shirts. For major promotions periods like Holiday and Summer, we would always send stores a box of t-shirts with some cool creative linked to the promotion.

Starbucks Baristas liked receiving a limited edition Starbucks logo'd shirt not only because it was considered cool ... but also because having another company-approved uniform shirt to wear meant less time spent washing work clothes. And Starbucks marketers liked the fact these T-shirts were advertising our in-store campaign when Baristas wore them at work and at play.

Many times our T-shirt expense was the largest line item expense in our retail marketing promotional budgets. Unfortunately, when our marketing budgets would get reduced, T-shirts would be the first to get axed.

I applaud Apple for taking a strong financial stance in showing how much they appreciate employees by giving them a super-spendy iPhone. That says a lot!

June 28, 2007

Tom Fishburne is Blogging

Brandcamp_tomfishburne2


It was almost two years to the day I blogged about Tom Fishburne's BRAND CAMP cartoons. If you are a marketing wonk then you'll enjoy Tom's twisted, yet totally spot-on, cartoon riffs about the funny-side of marketing management. You'll also enjoy his just-launched blog. Have a visit.

Hey Tom ... you really do have a dream marketing job introducing Method to the UK. (And, congrats on getting BrandWeek to publish your cartoons.)


Brandcamp_tomfishburne

June 26, 2007

Evangelizing Slide.com

I've been updating a blog site chronicling my Mother's journey with ALS (Lou Gehrig's Disease). Today I added a photo gallery to the blog but wanted to find a super-cool slideshow application. My searching found many slideshow apps but I'm most pleased with Slide.com. It was easy to upload, arrange, title, and share. "The Ken Burns Effect" of making static images active is what sold me.

Here's what I did in a matter of minutes...

June 25, 2007

Vetting Net Promoter

Last we checked in with Tim Keiningham, SVP at IPSOS Loyalty and co-author of LOYALTY MYTHS, was in December of 2005. At that time I posted some riffs on his LOYALTY MYTHS book.

Keiningham’s book debunked over 50 commonly accepted loyalty marketing practices, one of which was Fred Reichheld’s NET PROMOTER score. In discrediting Reichheld’s NET PROMOTER score, I felt his reasoning was more argumentative then constructive.

Tim emailed me today sharing his recently published article in the Journal of Marketing vetting the Net Promoter measurement. This time around, the reasoning from Tim and his co-authors is much more constructive than argumentative.


For some of you we need to backtrack with a quick backstory …

Fredrick Reichheld’s Net Promoter measurement contends companies no longer need to rely on expensive studies and complex statistical models to measure customer loyalty in hopes of increasing sales. Instead, a company only has to ask its customers one question: “How likely is it that you would recommend [company x] to a friend or a colleague?" Knowing the answer to this one question allows a company to easily interpret where it stands in creating net promoters (evangelical customers) which in turn lead to sustainable, profitable growth.

Reichheld so strongly believes in the Net Promoter measurement that he says it is “the single most reliable indicator of company’s ability to grow.” His contention is backed by research done on select companies showing a strong correlation between a company’s growth rate and the percentage of its net promoters. According to Reichheld, “The more ‘promoters’ your company has, the bigger its growth.


With this paper, Tim and his colleagues set out to bring reasonable doubt to the claim by Reichheld that the Net Promoter score is the “single most reliable indicator of a company’s ability to grow.” To scientifically and statistically debunk the Net Promoter score, the authors attempted to replicate Reichheld’s findings using similar data and similar methodology.

I’ll pass on boring you with all the wonky research methodology used because you can read about it in the paper. Instead, here’s the gist of the paper’s findings …

“We find no support for the claim that Net Promoter is the ‘single most reliable indicator of a company’s ability to grow.’

The clear implication is that managers have adopted the Net Promoter metric for tracking growth on the basis of the belief that solid science underpins the findings and that it is superior to other metrics. However, our research suggests that such presumptions are erroneous. The consequences are the potential misallocation of resources as a function of erroneous strategies guided by Net Promoter on firm performance, company value, and shareholder wealth.”

So statistically speaking, the Net Promoter score may not be the “single most reliable indicator of a company’s ability to grow.” Okay … got it … after all, that’s a HUGE claim to make.

However, the Net Promoter score is still ONE indicator of a company’s ability to grow.

And as a marketer, I feel it’s safe to assume the more evangelical customers a business has talking up its products and services to others … the greater likelihood the business is growing and not declining. If all I have to ask, as a marketer, to determine this likelihood of growth, is to ask customers how likely is it that they would recommend this business to others ... SIGN ME UP.

That’s just my take. Read Keiningham’s research paper and decide on your own.


UPDATE: Tim Keiningham provided more insights in the comments section.

iPhone Guided Tour

Iphone

Oh my ... the iPhone looks to be super-complicated. But dang, the things the iPhone can do makes it a game changer. Game changers may not dominate, but they do influence.

This 20-minute iPhone guided tour shows us the future, today.

June 20, 2007

John Mackey Sounds Off

I’m traveling and haven’t had the opportunity to fully digest the latest goings-on with the FTC and Whole Foods Market. But, here's a quick sum-up ...

Reports have surfaced John Mackey told the Whole Foods Market Board of Directors that the acquisition of Wild Oats would help avoid “nasty price wars” in markets where these two grocers compete. (I'm sure we will continue to read more about the statements Mackey shared with the Whole Foods board as it paints a different picture for why Whole Foods is seeking this acquisition.)

Mackey shares much more analysis and opinions with an impassioned 14,000 word blog posting. (Gotta give Mackey credit for being willing to express his views in such a public forum. I can't remember another CEO being so forthright with sharing their viewpoints for a merger in question by the FTC.)

The FTC has released their argument papers (pdf) outlining rationale for blocking the merger. (I've perused this document and it makes for very interesting reading.)

Samuel Fromartz, author of Organic Inc: Natural Foods and How They Grew, shares his thoughts on the matter. Plus, he links to sharp analysis from The Hartman Group. (The Hartman Group is intimately familiar with Whole Foods and the natural foods marketplace so their take on the matter is from an extremely knowledgeable vantage point.)

If I have anything else to add to all this, I will. But first, I need to digest all the latest goings-on.

June 17, 2007

Doritos X-13D

Eric Ryan, co-founder of Method cleaning products, has been quoted as saying … “There is no such thing as dull product categories, only dull products.”

Think the potato chip category is boring? Think again …

Doritos_x13d
photos from flickr

Just when we’ve been lulled to think the potato chip category was stale, here comes Doritos X-13D. In the latest iteration of customer co-creation, Frito-Lay wants everyday people to “Get it. Taste it. Name it.”

We consumers are to buy this mysterious product. Decipher what it tastes like. Then, submit a product name. The winner gets a year’s supply of whatever the name ends up being for the Doritos X-13D experiment.

Kudos to Doritos for flavoring their newest potato chip with some marketing zest.

Can’t find a package of Doritos X-13D? Try eBay.

June 16, 2007

Whole Foods Aggressive Move

Whole Foods Market is getting more aggressive in explaining their rationale for why acquiring Wild Oats will not be monopolistic. They’ve added a section on their website posting updates on the FTC Hearings process.

In the company-issued press release, John Mackey, Whole Foods CEO, says,

"Our approach at Whole Foods Market is to be as open and transparent as reasonably possible. This new section on our website, which includes a link to my blog, is an outlet for the Company to proactively share information. We hope it will help our stakeholders understand Whole Foods' position as we move though the legal process."

The first posting is a presentation deck (pdf file) shared with the FTC commissioners before their decision to block the merger. You can view a sample slide from this document below, but it if you aren’t a Wall Street analyst then this document will mean very little to you. Even if you are a financial-type, you will not takeaway much from this document as it is not compelling.


Wfmftc_sample_slide

I applaud Whole Foods for opening up and sharing their thought-process to the merger with us. However, this presentation fails in so many ways …
(1) It’s boring.
(2) It blames the FTC for not being able to read financials properly.
(3) It lacks compelling information.

There is still plenty of time for Whole Foods to improve their communication approach here. As a former marketer with Whole Foods, my recommendation is for Whole Foods to craft its message so it is appealing to its customers and to use video instead of boring powerpoint slides. Whole Foods also needs to give shoppers confidence that the merger will not result in higher prices and that the merger will allow Whole Foods to become a stronger retailer as competition from the major supermarkets intensifies.

Whole Foods should take a page from JetBlue’s playbook and videotape John Mackey speaking earnestly and passionately about his vision for natural/organic foods and how the combination of Whole Foods & Wild Oats will benefit consumers and benefit the natural/organic movement. (Remember David Neeleman’s video message to JetBlue customers following their February meltdown?)

Mackey is passionate about changing the way the world grows, shops, eats, and enjoys food. Seeing and hearing him speak from the heart through streaming online video will be much more compelling than flipping through dull bullet-pointed slides. Plus, the viral nature of online video will help to potentially create a quick groundswell of support for the merger from Whole Foods shoppers.

Whole Foods can get as wonky as it wants with dull presentation slides for the analyst crowd. But please keep those postings on the Investor Relations page. For direct links off its homepage, Whole Foods should stick to messages that are truly compelling to customers.


For more ...read this Austin American-Statesman article.

June 14, 2007

Andy Sernovitz’s Blog

Sernovitz

A new addition to my Bloglines feed is Andy Sernovitz’s “Damn I Wish I'd Thought of That” blog. Andy is a networker’s networker. He’s also an experienced business professional, college teacher, past CEO of WOMMA, and an unfailing evangelist for Word-of-Mouth Marketing.

Andy contends the best marketing is marketing that earns the respect and recommendation of customers. For his blog, he’s asked a slew of marketers for their answers to a few seemingly simple questions. Andy wants to know …

What is your advice for any company that wants to ... (a) Make people happy? ; (b) Earn respect? ; (c) Get a word of mouth recommendation?

So far, Andy has received advice from the likes of Seth Godin, Geoff Ramsey, Peter Kim, and many other marketing-types (including me).

READ all the answers HERE.

June 12, 2007

Peet’s CEO Speaks

Peets_2
photo from flickr

I’ve always admired Peet’s Coffee — even when I was a die-hard Starbucks marketer. On market trips to California I would always bring back a pound (or two) of Peet’s whole bean coffee. And every Christmas I would order Peet’s Holiday Blend to compare with Starbucks Christmas Blend.

Peet’s has managed to maintain its coffee authenticity all the while growing at methodical pace. Peet’s authenticity stems from Alfred Peet who is regarded as the “grandfather of specialty coffee” in the US.

Alfred Peet’s story is remarkable. His father was a coffee roaster in the Dutch village of Alkmaar. In 1938, when Alfred was 18 years-old, he began helping his father roast and blend coffee beans. During WWII, Alfred was forced into a German labor camp. By 1948, Alfred left his domineering father and spent time in Java and Sumatra. While in the Indonesian Islands, he gained an appreciation for exotic, full-bodied Arabica coffee beans. In 1955, Alfred found himself working for a coffee importer in San Francisco. Eventually, he became unsatisfied with the poor quality of coffee the importer was roasting and selling.

Finding himself unemployed in 1965, Alfred Peet decided to open up his own coffee shop roasting and selling high-quality coffee. Peet’s Coffee & Tea opened for business on April of 1966 in Berkley, CA. (It was a few years later when three coffee-loving friends opened up a coffee shop in Seattle, WA selling Peet’s coffee. That coffee shop was then known as Starbucks Coffee Tea & Spice.) [source material from UNCOMMON GROUNDS, Mark Pendergrast]

So the authenticity Peet’s Coffee & Tea has is real … and today, the company is publicly-traded with 150 locations (mainly in California).

Patrick O’Dea has been the CEO of Peet’s since 2002 and in an informative interview with Fortune magazine, O'Dea shared some perspective on how Peet’s competes in coffee world dominated by Starbucks.

FORTUNE: How do your stores compare with Starbucks?

O’DEA: “We're fundamentally different from other coffee shops. Our average sales for stores open at least three years are $1.3 million, which compares to about $1 million for a Starbucks. Of that, $500,000 comes from sales of whole bean coffee and tea. When you walk into our stores, you will find a bean counter with 32 bins of fresh beans, and we scoop to order. You can also order a beverage, which accounts for the other $800,000. We sell a lot more straight-up coffee than Starbucks does. We do have a blended cold drink line called Freddos, but we sell very few beverages in our stores that don't contain coffee. Our prices are about 10 percent higher than Starbucks.”

FORTUNE: What do you make of Starbucks' [chairman] Howard Schultz's recent memo warning against the "commoditization" of the Starbucks brand?

O’DEA: “I think whenever you get that large, there is always pressure to continue to drive comp-store sales. But you have to be careful about how you go about doing that. We are indifferent to where you buy your coffee - in the grocery store, via home delivery or in our stores. As a result, we do not report comp-store sales because that would cause us to do unnatural things. Even though 68 percent of our business is from retail stores, we don't view ourselves as a retailer.”


For more … read the Fortune Magazine interview.
For much more … read the dissection Paul Williams and I did on the Howard Schultz memo noted above.
And for much, much more … read the WHAT MUST STARBUCKS DO? manifesto.

June 10, 2007

Trader Joe’s … the Forgotten Supermarket Giant

Wfm_wo_tjs_3

There’s been much hullabaloo surrounding the FTC blocking the proposed merger between Whole Foods and Wild Oats. The FTC believes this merger will concentrate too much of the country’s natural/organic supermarkets in the hands of one retailer. And because of this, consumer choice will be reduced, leading to higher consumers prices for natural/organic foods.

In the lawsuit filed last week, the FTC contends, “Consumers have benefited directly from the price and quality competition between Whole Foods and Wild Oats. If this acquisition occurs, those [price/quality competitive benefits] will be lost.”

Many Wall Street analysts, lawyer-types, and highly-informed shoppers have chided the FTC for such irrational antitrust action. They cite the FTC is too narrowly defining this marketplace as only being defined by natural/organic grocers and not the larger supermarket industry. Plus, it has been noted that Wal-Mart, Kroger, and the other supermarket leaders are significantly increasing their natural/organic offerings to take advantage of this long-emerging trend.

As a former marketer with Whole Foods Market, I’ve been thinking a lot about this situation. What surprises me most is how much credit the FTC is giving Wild Oats. The FTC believes Wild Oats is Whole Foods biggest competitor and that there is a vibrant competitive battle between these two grocers. The FTC also seems to think Whole Foods strategizes to counter how Wild Oats prices its merchandise.

Not true.

Whole Foods long ago stopped considering Wild Oats as a competitor mainly because of the company’s continued weak financials. As for strategizing over how to handle Wild Oats pricing scheme, that’s not been a focal point for Whole Foods.

What has been and continues to be a major focal point for Whole Foods, as it relates to competition and pricing, is TRADER JOE’S. Trader Joe’s is the grocer that keeps Whole Foods in-check with prices, not Wild Oats.

Trader Joe’s, a privately-owned specialty grocer with over 280 locations in 32 states, has carved an interesting niche within the natural/organics retail industry that the FTC has failed to notice. They are nearly three-times as large as Wild Oats in store count and almost five-time larger in overall sales.

Since the company is private, financial numbers are hard to come by; however, the Supermarket News trade magazine estimates 2006 sales at Trader Joe’s were $5.0 billion. In his book, “The Trader Joe’s Adventure,” author and long-time retail industry journalist Len Lewis, estimates sales per square foot at Trader Joe’s approach $1,300. (For reference points, Whole Foods operates about 195 locations and 2006 sales were $5.6B. Sales per square foot at Whole Foods are around $900. Sales at Wild Oats in 2006 were $1.2B and the company generates about $450 in sales per sq. ft.)

Trader Joe’s targets price-conscious, healthy and gourmet-inclined shoppers who are willing to forsake consistency (in branded product assortment) for the delight of a bargain. (Think Dollar General’s discount ethos meets Costco’s selectivity meets Dean & Deluca’s foodiness and you get Trader Joe’s.)

The typical Trader Joe’s location stocks about 2,500 skus (stock keeping units) and store size is no more than 12,000 square feet. The really interesting aspect to Trader Joe’s is that 85%+ of their merchandise assortment is comprised of Trader Joe’s private-label goods. (The typical supermarket merchandise assortment will consist of about 20% private-label products with the rest being brand name products.)

Also interesting to note is Trader Joe’s sells a preponderance of natural and organic offerings which are free of artificial colors, flavors, and preservatives. Trader Joe’s clearly competes in the natural and organic grocery marketplace.

In the cities where Trader Joe’s and Whole Foods Market compete, you will see similar pricing in the brand name products that each sells. For example, Tom’s of Maine toothpaste sold at both Trader Joe’s and Whole Foods will be comparatively priced. Same goes for Kashi products, Nature’s Path products, and many other widely available natural/organic brands.

Not only will you see similar pricing in the brand name products each grocer sells, the similarity in private label offerings is also noteworthy. Trader Joe’s does brisk business with its wide array of ready-to-eat frozen foods. Each frozen meal offering from Trader Joe’s is branded in a light-hearted manner with Mexican meals under the "Trader Jose" name and Chinese dishes under the "Trader Ming" name.

Whole Foods noticed the success they were having with private-label frozen goods and strategized on how best to counter. What Whole Foods did was develop a wide array of private labels products with various names like Whole Catch (frozen seafood), Whole Treat (frozen deserts), and Whole Kitchen (frozen entrées).

I bring all this to our attention because in the FTC’s narrowly defined marketplace for natural/organic grocers, they seem to have forgotten about Trader Joe’s and its competitive positioning against Whole Foods. Remember, Trader Joe’s is growing rapidly. They currently have 280+ locations with sales estimated at $5.0B. Because they open 12,000 sq. ft. stores, Trader Joe’s can find suitable real estate locations easier and open up stores faster than can Whole Foods.

The FTC needs to recognize Trader Joe’s is a considerable threat to Whole Foods Market.

Trader Joe’s, along with Wal-Mart, Kroger, Wegman’s, Costco, and others will help keep prices down and competition high for shoppers seeking higher-quality natural/organic foods if the Whole Foods/Wild Oats merger is approved. I’m sure the lawyers prepping Whole Foods Market’s defense will make sure to point out the robust competition that Trader Joe’s and others bring to the supermarket space.


Sources used for this post include:
Wild Oats wikipedia page; Trader Joe's wikipedia page; Trader Joe’s squidoo lens; THE TRADER JOE'S ADVENTURE (Len Lewis)

June 08, 2007

The Surfer’s Code

Sima_surf_3

Last month I participated in the SIMA SURF SUMMIT 10. It’s a gathering of Surf Industry-types involved with the commerce and culture of the surfing lifestyle. As with most conferences, there were keynote addresses, happy hour get-togethers, and sharing of best practices. Unlike most conferences, the Surf Summit didn’t begin at 7:45 am and attendees weren’t dressed in traditional business attire. The day’s agenda began at 1:00 pm so attendees could catch the morning waves. And dress-wise, boardshorts were prevalent while khakis were absent. (Nice change of pace for me.)

For those not hip to the surf and skate culture business, it’s a $5.5B dollar industry that has formed loyal beyond reason relationships with men and women customers of all ages. The aspirational appeal of surfing has fueled much of its growth. While not everyone has access to the surf, everyone does have access to the surfing lifestyle thanks to apparel retailers/brands like Quicksilver, PacSun, Zumiez, Reef, Volcom, Mada, Sanuk, Nixon, and others. Overall industry sales are growing at a 13.0% year-over-year rate which means something meaningful is going-on with the surf/skate culture.

Shaun Tomson, surf legend and surfing entrepreneur, kicked off the conference by sharing the true school mentality of what it means to respect the surfing culture. When addressing the beginnings of the surf culture business, Shaun made it clear that the businesses which emerged in the late 60s and 70s were created by surfers for the sole reason of generating enough cash so they could get back in the water. That’s right … to live in order to surf, surfers created businesses selling shirts, shorts, and other stuff — all for the sole purpose of being able to spend more time catching the stoke from surfing.

To learn more about the true school mentality of surfing and how it applies to personal/professional life on land, you should read Shaun Tomson’s book, SURFER’S CODE: 12 Simple Lessons for Riding Through Life.

Go ahead and dip your toes into the water of Shaun’s book by flipping through this short Money Quotes presentation…

RSS Readers … click here to view the money quotes

June 07, 2007

More on Whole Foods and the FTC

I'm still struggling to find the logic behind the FTC's decision to block the merger between Whole Foods Market (WFM) and Wild Oats. Everything I've read says WFM faces a major battle to convince the FTC that this merger promotes healthy competition within the grocery marketplace. One analyst gives this merger only a 10% chance of being approved.

If this deal doesn'™t go through, then who will step forward to purchase Wild Oats? WFM has exposed Wild Oats as an under-performing retailer with sales per square foot about half of what WFM generates. Without a buyer, Wild Oats will probably not be able to go it alone and survive with the likes of Trader Joe'€™s, Whole Foods, Wegmans, Publix, Vons, Kroger, and Wal-Mart as competition. (Hmm... I wonder what the FTC would say if Kroger were to step forward and acquire Wild Oats?)


In the Truth on the Market blog, Geoffrey Manne sheds some unique perspective on how the FTC is defining the grocery retailer market...
"œBut notice something important. The FTC doesn'™t claim that the relevant market is the market for natural and organic food. The market is for natural and organic supermarkets. The agencies have been down this road before, mistaking channels of distribution for relevant markets."€

"œWhole Foods and Wild Oats may view themselves as operating in a different world than Wal-Mart. But their self-characterization is largely irrelevant. What matters is whether customers who shop at Whole Foods would shop elsewhere for substitute products if Whole Food€™s prices rose too much. The implicit notion that the availability of organic foods at Wal-Mart (to say nothing of pretty much every other grocery store in the US today!) exerts little or no competitive pressure on prices at Whole Foods seems facially silly." >> READ MORE


Lily Rockwell, business reporter with the Austin American-Statesman, shares more insights into the Whole Foods/FTC hullabaloo. Worthwhile snippets from her article include:

• Depending on how it is calculated, a merger of Whole Foods and Wild Oats would account for 11 percent or more of the total organics market. That still leaves the vast majority of the market to the supermarkets, other natural and organic food grocers, farmers markets and online retailers. Wal-Mart Stores said it planned to have 400 organic products to sell by the end of 2006.

• About half of organic food sales in 2005 included traditional supermarkets, according to the Organic Trade Association. Since 2002, the entire natural and organic business has grown about 65 percent, from $15.9 billion to about $26 billion in sales in 2006, according to the Nutrition Business Journal.

• Whole Foods, which had $5.6 billion in sales in 2006, is now seen as a grocery industry heavyweight, competing with the big players such as $351 billion retail giant Wal-Mart.

• "As virtually all supermarkets now sell organic and natural products, we are surprised that the FTC appears to be narrowly defining the relevant antitrust market as only including natural and organic food stores," [Morgan Stanley analyst Mark] Wiltamuth wrote. >> READ MORE

The Exceptional Presenter

The other week I noticed a business book atop the Wall Street Journal best sellers list that I had never seen before. Being a biz book nut, I pride myself on being up-to-date with the latest business book best sellers. This one slipped past me. THE EXCEPTIONAL PRESENTER by Timothy Koegel is selling very well.

Koegel has written a very practical and useful book for people wanting to learn how to deliver more organized, passionate, engaging, and natural presentations. I've upload a few money quotes from the book to SlideShare. Enjoy.

RSS readers ... click here to view the money quotes

June 05, 2007

FTC to Challenge the Whole Foods/Wild Oats Merger

THIS JUST IN … the Federal Trade Commission has filed a lawsuit to block the proposed merger between Whole Foods Market and Wild Oats (article). Anti-trust concerns are the issue as the FTC believes this merger would bring about anti-competitiveness in the marketplace.

Speculation is the FTC will “…argue the marketplace is defined by natural and organic food stores and not the broader supermarket industry.”

I’m a little close to this subject but it seems to me organics has infiltrated the entire supermarket scene to the extent that the separation between natural/organic grocers and conventional grocers no longer exists. I can go to Wal-Mart or Kroger now and buy organic produce and natural snacks just as I can at Whole Foods and Wilds Oats. I'm having a hard time understanding the logic behind the FTC's decision.

Could it be the strength of the Whole Foods Market brand is influencing the FTC's actions? The big picture view tells us Whole Foods has very little market share with customers, but its mind share with the public is huge. Or ... has swift politics persuaded the FTC to challenge Whole Foods?

When I shared my stance on the Whole Foods/Wilds merger earlier this year, I felt no reason to think the FTC would challenge it. Much more to come ...

Go, Re-Discover Your Strengths

Strengthsfinderbook_2

Back in 2001 when I was a Starbucks marketer, I read NOW, DISCOVER YOUR STRENGTHS. It literally changed my life. After taking the StrengthsFinder 1.0 test, from which the book was built upon, I was able to identify and fully understand my core talents applicable to the business world. Knowing these talent themes made it easer for me to focus my on-the-job efforts to maximizing my strengths and not trying to make my weaknesses less weak.

Maximizing one’s strengths and not trying to make one’s weaknesses less weak is the premise behind the StrengthsFinder approach. The core belief of this philosophy is, “You cannot be anything you want to be — but you can be a lot more of who you are already are.”

Well … much has changed in my business life since 2001. I’m on my own now and earning a living through sharing business advice by way of speaking engagements and consulting assignments. So when the sequel to “Now, Discover Your Strengths,” called StrengthsFinder 2.0, was published earlier this year, I was interested to see if my talent themes had changed with the change in my career path.

As it turns out, my talent themes have changed as my career has changed. Take a look at the differences from my 2001 results with my 2007 results.


2001 StrengthsFinder results*:
IDEATIONhaving an active mind that is fascinated by ideas
STRATEGICthe ability to sift through myriad options and fit the best one
INTELLECTIONan ongoing desire to think about problems and ideas
LEARNERinsatiable appetite to continue learning
MAXIMIZERthe ability to take something from good to great
* when my profession was Starbucks marketing manager
2007 StrengthsFinder results*:
IDEATION
FUTURISTICfascinated by the future and by inspiring others of futuristic visions
RELATORfind satisfaction in sharing knowledge with people
INTELLECTION
ACTIVATORability to turn ideas into action
* when my profession is speaker/consultant/author
What I find interesting (and fitting) is the addition of people components to my core talent themes. The “Futuristic,” “Relator,” and “Activator” strengths fit my current career path where I coach and inspire businesspeople to make ideas happen. But it’s not like I have lost the talents of “Strategic,” “Learner,” or Maximizer.” Tom Rath, author of StrengthsFinder 2.0 says…

“If you have taken StrengthsFinder 1.0, and you decide to take the new version, you may find that a few of your top five themes are different than they were the first time.

Perhaps the most important thing to understand for your development is that if you do see a new theme in your top five, it was likely in your top 10 before. So you have not lost a theme, but instead now have the opportunity to see a theme or two that had been hiding just below the radar.”

Phew. I’m still able to claim being a strategic thinker, a learner, and a maxmizer as one of my talent themes. It’s just that other talent themes are more dominant in my current business life.

I’m curious if you have also experienced something similar by re-discovering your strengths. If so, let us know.

June 04, 2007

Watch this Wine Evangelist

Garywine

Gary Vaynerchuk is a wine enthusiast and evangelist. Fittingly, he's the Director of Operations at Wine Library, a wine retailer in New Jersey. Gary has been sharing his passion for wine with daily online videos where he sniffs, slurps, and spits wine all the while imparting wit and wisdom about wine (and about the New York Jets).

Don't expect a prim and proper haughty toddy video lecture about wine. Oh no. Gary ain't goin' out like that. New York Magazine labels Gary's style as an "unpretentious, gonzo approach to wine appreciation." Yep. That's right on.

The so-called wine establishment doesn't know what to do with Gary's unbridled evangelism for wine. In an interview with New York Magazine, Gary answered his critics by saying...

"It’s amazing how intimidating wine is; all the wine geeks want to keep everybody out. I get these real wine-snob d--kheads who think I’m dumbing wine down. And now wineries are starting to get mad at me. I used to be their darling—because I’m a buyer—but some of them don’t want to sell to me anymore because I panned their wine on the show. That’s been really difficult. I get a ton of positive feedback, but I also get a little zing-zing."

Spend a few minutes watching Gary's latest video and think to yourself, who in your company SHOULD do something similar?

June 03, 2007

The Languages of Customer Service

Korean entrepreneurs in Los Angeles have long-since learned conversational English. Now they are also learning conversational Spanish as a way to deliver better customer service and to increase sales. From a Wall Street Journal article we learn…

“More than a courtesy, the language exchange is born out of economic necessity. Korean immigrants here often open liquor stores, garment factories and other small businesses that don't necessarily require English language skills to run them. Their employees, by and large, consist of another group of recent immigrants who don't speak English -- mostly Mexicans and Central Americans. The upshot: Many Korean business owners figure it's more urgent to learn Spanish than it is to master English.” [source]

This learning of different languages to improve customer service reminds me of a Starbucks company campfire story...

In the late 1990s, an enterprising Starbucks store manager noticed that more and more deaf customers were frequenting her store. At first, this store used paper notes and awkward hand motions to communicate with these customers. But the store manager wanted to make these deaf customers feel more welcomed in her store so she, and a handful of her staff, began learning sign language. By learning a different language to speak with these deaf customers, this Starbucks store became a hub for the local deaf community. Business increased, customer respect increased, and customer loyalty increased all thanks to learning a different language customers were speaking.

June 02, 2007

Be Online Where your Customers Already Are

BusinessWeek has some straightforward advice for companies as they develop their web communications strategy. It’s about being in places where your customers are already engrossed online. That may mean Second Life, Twitter, YouTube, or somewhere else.

“Blogs. Podcasts. Video-sharing sites. Social networks. Here's a word of advice for companies scrambling to become a part of these conversations. It's not enough to build a hub in Second Life or create a profile on MySpace.com . It's time to shift your focus away from trying out every high-tech platform that comes across your in-box. Instead, home in on your customers. Almost every demographic group you can think of is engrossed in the Web these days, and users are getting smarter about their tools. It won't take long to find the consumers who care about what you're doing—and tune in to what they're doing.”
SOURCE: BusinessWeek | Web Strategies That Cater to Customers | June 11, 2007

June 01, 2007

qipit

Qipit2

Qipit is a free service that allows camera-enabled cell phones to send PDF copies of digital images to anyone over email. You simply take a photo of something with your cellphone and then, using your cellphone again, email it to qipit. When you include a friend's email address in the message body of that email, qipit emails the image as a PDF to your friend.

Voila! You’ve just shared a PDF copy of something you captured via your cellphone to someone’s email account. (For those needing a visual explanation, watch this short qipit video demo on YouTube.)

So … suppose you are attending a business seminar and one of the handouts you receive contains something interesting about a competitor. With qipit, you can use your cellphone to take a photo of that document and send it to a colleague at headquarters as a PDF file.

You with me? (Good.)

I’m not confused about what qipit does ... but I am confused as to what problem qipit solves.

Sending images captured via cellphone to people is somewhat commonplace. What qipit will do that’s different is it’ll clean up the digital photo and make it crisper (see below). And, by turning the image into a PDF, qipit makes it easier to share the image. (Understood.)

Qipit_2

Where I'm confused is what image is so important that it must be captured by your cellphone and shared using qipit’s brightener technology as a PDF? Don’t get me wrong, I think qipit is snazzy. I just believe qipit is a solution in search of problem.

So tell me … what problem(s) do you think qipit solves?