08/13/09

The answer is simple.

Nearly every situation and organization we walk into shares a common theme: communications have become more complex, more layered, and the sales process has gotten murky and difficult to manage. The common problem? The company is way too close to the products and services, and the day-to-day operation and politics. More often than not, we are there to simplify.

Easier said than done? Absolutely. Stakeholders talk about the reasons why they cannot change using similar language and patterns. Generally, it is people who are so passionate about their one piece of the pie that they fail to see the other pieces and their own individual passions. Our biggest early challenge is getting people to see the big picture and understand the greater purpose of the organization.

First, we strip away the years of cobwebs: the politics, the outdated reasoning, turn over of people – all the things that lead to an inward-looking organization. Then we talk with customers: the current ones, some prospects, and a few that left. We find out the true pain points vs. the ones that seem to be prevalent from the inside looking out.

A common thing that we find is that the company is no longer capable of seeing past the day-to-day tasks. Even mission and vision sessions have diminishing returns almost immediately because of their lack of implementation and tangible results. Unless the outside world sees your reason for being, it really doesn’t matter at all.

Too many companies also just go through a cosmetic rebrand. That is, they paint over the cracked paint and think they have made a difference. A true rebrand goes deep: scrapes the old paint off, sands thoroughly, cleans up, and then starts to repaint once again

It takes a lot more work, but the result is always cleaner, simpler, more evident to the outside world, and far more sustainable. And it begins to pay dividends right away.
 

B-to-B, B-to-C, Design, Opinion, Sharing

08/4/09

Stop marketing. Start “marking”.

In the traditional world, marketing has been all about push. Just send out as many things to an audience as possible and hit them until they start paying attention. But people have changed. Now, it’s about creating a brand that makes a mark in someone’s mind so that a customer is drawn to you. You must create a gravitational pull toward your brand – and leaving a solid mark in a potential customer’s mind is the only way to do it.

How can this be accomplished? It’s a change of mindset. You must think of your brand as a living entity, capable of conversation and engagement instead of just standing on a soapbox and yelling. It must have the ability to respond, react, answer, and build a relationship.

Where do you begin? Make certain you have something important to say. This happens just like any other conversation you have in life – you’d better understand your audience inside and out. Don’t assume they just care about “value” or “quality”. Maybe they care more about intelligence and consistency. Once you begin the conversation, you need to give people a place to respond and engage. This type of communication will help imprint you in their minds, building trust, and gaining entry into your psyche in powerful ways. Once you have this trust with customers, the sale has already been made, and you only have to be available instead of needing to inundate.

We call it marking. Which is much more complex and nuanced than marketing.

In many ways it’s much more complicated to execute. But once it’s underway, it feels far more natural and empowering to both you and your prospects.


 

B-to-B, B-to-C, Opinion, Sharing

07/23/09

Does your brand need work?

When a brand let’s itself go, there isn’t a defining moment. It’s a series of almost unseen, unremarkable moments. The best brands in the world can head down a slippery slope quickly if they aren’t cared for on a daily, weekly, monthly, annual basis.

Here are some tell-tale signs your brand needs work.
 
  1. You have no idea what’s on your own company’s website. You haven’t been there in months. You don’t really want to go there right now.
  1. You currently present using a 7th generation PowerPoint. You click to see the original author. You don’t recognize the name.
  1. You always frame what your company does by first saying “we used to”.
  1. You search for your company on Google News and the most recent item is a press release from 2003 announcing that your company hired someone who hasn’t worked there since 2005.
  1. You have lost more than 5 consecutive pitches. In at least one of them, you were asked the question, “what makes you different?” You then inadvertently explain why you’re exactly the same, just a little less dynamic or interesting.
  1. Your business card was once a proud hand out – 2 sided, thick, uncoated, and well designed. Now, it’s a fourth generation card on a flimsy stock that is glossy and has basic information listed in a font that simply doesn’t belong.
  1. You used to get tons of calls to the HR department with people excited to work at your company. Now, those calls are all outbound.
  1. Your trade show booth was once a Mecca of activity and excitement. Now, it’s a heavy, overproduced, out-dated monument to the late 90’s.
  1. You cut your prices recently. And then again. If you can’t beat ‘em, undersell them.
  1. You dreaded waking up and going into work today. And every day. Not due to lack of interest. Just lack of vision and direction.
Think this is far-fetched? Maybe a bit. But we’ve been in organizations just like these. It demonstrates the importance of brand creation and stewardship for the bottom line of a company. But even more importantly, what it does for an organization’s Mojo – that intangible ingredient that draws others to you. That indescribable something that gives your company the “it” factor. But it takes work. Commitment. And everyday movement.
 
Is it worth it? Look through the list, and imagine this is your company. Then you tell us.

B-to-B, B-to-C, Opinion

07/15/09

A plea to other agencies.

The recent Zappos pitch debacle shows serious issues with our industry that have always been there. Issues that make agencies who are trying to sell a successful process rather than a successful pitch insane. Issues that always have us defending the last agency that screwed things up. Our plea is simple:

Stop it.

The Zappos pitch had 104 agencies involved. 104. (We were not one of them, mind you.) That means outside of the incumbent and a few hand chosen agencies, the other 100 or so didn't have a snowball’s chance to begin with. Yet more than 100 agencies threw in their hats, their ideas, their time, their resources, and their puppy-dog-like enthusiasm. All to be a part of - get this - an already successful brand.

I can think of 5 things wrong with the agencies involved and the process itself (I’ve reduced my list from over a hundred, just to make it fair and palatable).

  1. You don’t know anything about Zappos. You’ve done no research. You haven’t talked to them. You don’t know their long term goals. You don’t know their needs. All you know is what they know and put on an RFP. Stop going in there and showing them that you have the answer. You don’t even know the question yet.
     
  2. In our industry, our time is valuable. Our thinking is even more valuable. Instead of showing the value, you are quick to fly to Vegas (appropriately) and invest the time, energy and thought it takes to affect a brand. They don't value your time because you don't.
     
  3. We’re change agents when we’re working at our very best. Instead of trying to help the best brands in the world get 2% better, why aren’t more agencies jacked about the prospect of actually creating those brands out of far more challenging circumstances? Zappos doesn’t need you as much as you need them.
     
  4. It shows your desperation. Publicly. The fact that Zappos employees were Tweeting how much food, fun, and booze they were getting from the gaggle of pitching agencies. It’s pathetic. Have some self respect, people.
     
  5. Spec work is very dangerous - for the brand. Putting all the creative energy into the pitch will diminish the thought – all you are trying to do is impress the people in the room, not achieve the brand goals. Congratulations, you got some executives in a room to laugh or say "wow". But are you now a good steward of the brand? Have you done your work for the real audience: consumers?

So to the winner, I say congratulations. To the other 99.1% of respondents I ask: was it worth it?

 

Addendum to this blog post: OK, I admit. It has a more negative tone than I originally intended. I'm really looking to help clients choose an agency in a more rational manner. I don't just want to defend agencies and their practices. I want to help companies go through more rational processes to serve the greater brand purpose. It does little good to throw 104 or agencies and countless ideas against a wall to see what sticks. Narrow down an inital search to 3-5 companies who have a legitimate shot. And then listen closely to how they want to serve your company/brand. The rest is diminishing returns.

07/13/09

Advertising through Social Networking?

“Paid advertising on online social networks in the US is expected to fall 3% in 2009.” (eMarketer, 2009)

With all of the attention and buzz social networking has received, that may come as a shock to many, and as an “I told you so” to those inherently skeptical of the medium.

Many companies are clearly still trying to find their way with social networking. It appears that some have a presence on Facebook or Twitter for no other reason than that they feel they should. However, other companies have seen great success in targeting and reaching both niche audiences and in more broad consumer based initiatives.

We feel that the pull back is temporary as companies refine and integrate their efforts, and that social networking will have a major role in the advertising mix going forward.

2009 may be considered the year that companies worked to develop their presence within social networking sites, establishing content and fleshing out their environments. To us, this is a logical first step, which must be taken before more proactively advertising and working to draw new people.

Because it is such a new and emerging medium, we believe many companies are waiting to see which will take the lead (Facebook? Twitter?), and which will fall off the map (MySpace)? This will allow them to better focus their efforts, and not feel they need to be redundant with ad dollars spent and information/content they generate and share.

Once companies become more comfortable with social networking, it’s natural that they may circle back and work to see how to best integrate with their advertising/marketing efforts. When they do, they will find that they have a wealth of information at their fingertips, including deep data to target users (friend networks, likes, dislikes, and much much more).

Companies will learn to harness this data to deliver custom advertising that works on a more conversational, one-on-one manner. This is not your traditional mass communication, rather, it’s a more nuanced, information based approach that will allow companies to micro target and communicate like never before.

 

Advertising, B-to-B, B-to-C, Community, Interactive, Opinion

06/25/09

Rebranding: Internal v. External

In the dozens upon dozens of major rebranding engagements and efforts we've been involved with, one thing has become exceedingly clear: rebranding an organization is equally important within the walls as it is to the outside world.

There is nothing quite like cutting through the clutter and showing a company what it looks, sounds, and acts like at its finest. It gets people re-energized. It gets them on the same page. It makes them want to become the company they see in front of them. It is motivational. It builds aspiration. And, more than anything, it gets people excited to go to work again.

In order to see why organizations crave a strong brand internally, let us quickly break down the lifecycle of an organization that leads down the path to status quo. This is the case of several companies we’ve worked with.

  1. The company is formed with an entrepreneurial spirit and a clear vision and passion, generally created by one individual.
  2. The company grows, and this individual shares his contagious spirit and wills the company to success.
  3. The owner sells to a larger organization, leaves the organization, stops day-to-day activity, etc.
  4. The company is left with a series of systems but no real soul or driving force. The brand reflects a “good enough” mentality but does not reflect any passion or sense of exceptionality.
  5. This goes on for some time. The brand becomes more and more internally focused on “what we do” vs. “why we exist for our customers”. Major difference.
  6. The company gets more and more layered, with more services/products, new departments, new technologies, etc. There are acquisitions, partnerships, business changes. All adding new personalities, layers, and needs.
  7. The business goes on cruise control on every level. Mission, vision, and values are created, but they are generally clichéd and empty. The outside world starts to lose touch.
  8. The brand starts to reflect a certain “say nothing” mentality. The internal staff, while still committed and passionate about their individual positions, has an increasingly difficult time when asked “what does your company do?”
  9. Internally, correction is attempted. Through meetings, retreats, and other common methods, a “reason for being” is attempted to be recaptured. Unfortunately, it is through people who are too close to it, have seen too many of these steps, and who have a vested interest in their own “piece” of the puzzle rather than the big picture.
     

That is why companies like ours exist. We are able to get to the deep issues, connect dots, and see the company from a 30,000 foot perspective. We can then start to rebuild the energy and thought that went into #1, no matter how big or diffused the company has become.

This is done in order to communicate to the outside world. But every single time, our effect within the walls of the organization is just as great. This, in turn, leads to an organization that lives up to its new, re-energized brand promise.
 

Advertising, B-to-B, B-to-C, Opinion

06/3/09

Opening the door: Making the connection with your audience.

Connection with your audience. The key to any good piece of marketing communications. Everyone says that, but does anyone truly know what that means? Is anyone willing to go to the lengths necessary to know their audience as well as they have to?

Just how well do you need to know someone? First, you must start with the premise that people are cynical. More than cynical. They’re downright annoyed by you. You’re the idiot in their doorway trying to sell them something they probably don’t need and they’ve got dinner on the stove with two screaming kids. Cynical people will ignore you. Cynical people roll their eyes when you try to sell them something. Cynical people might just hate you. Most will glaze right over you.

So how do you win them over? This is where the whole art/commerce thing collides, and most advertising fails. This is when you must become half “creative magician” and half “the-best-damn-salesman-there’s-ever-been”. You need to know your audience in a way that’s scary to them. In a way that will make them pause and listen.

How do you cut through? By being observant. By listening less like ad people and more like psychologists. It’s knowing that we’re all subject to the human condition, and we’re all looking for help, sympathy, empathy, gratitude, or, when all else fails, diversion. People want to be appreciated and helped. “I know exactly what’s wrong. And I can help.” If you’re dead on, they might just open the door.

There are brands that are great at this, but the vast majority just don’t get it. In this day and age of increased cynicism, people (believe it or not) are more receptive than ever to hope and optimism. The Detroit auto companies, for example, need to do more than a soft reintroduction. They need to create a movement around the premise of rebuilding America. One that makes people fall back in love with the American spirit - not necessarily just the car or the bargain du jour.

The key is knowing the specific audience and understanding the one thing that will have them open the door. Every brand has the power to do so. Every brand.


 

05/28/09

11 thoughts for 11 years.

As I celebrate 11 years of being in business, I look back on some of the things I’ve learned.

 

  1. We get better every day. Back in 1998, I thought I knew everything there was to know about advertising. All I really knew was how to win awards. That is not the same thing as helping our clients prosper by any stretch. Every day, I learn something that we can apply across our client spectrum to improve their business.
  2. The client knows more than we do. We used to walk into a room and try to out-passion people about their own businesses. This is not our job. Our job is to take their passion, help take it to the next level, and help it spread in the marketplace.
  3. Technology should be wrapped around fundamentals. I’ve seen web firms come and go. I’ve seen online ad agencies come and go. I’ve seen SEO companies come and go. Hell, I even recall a couple of Second Life agencies. Technology has grown so much in the last 11 years, and even in the last 11 minutes. But technology is a means to deliver proven marketing fundamentals. It is not a fundamental on its own.
  4. The good days are good. Getting new business. Launching a campaign after months of work. Presenting a client with a plan and a vision and a brand that gets them re-excited about why they come to work every day. Those are good days, and they make it well worth it. Heck, they even make up for the….
  5. The bad days are really bad. Getting a budget cut. Not getting paid for our work. Winning a pitch and then finding out it wasn’t funded. Losing business for all the wrong reasons. Internal issues. These are the bad days. And they can really wear on you in this business.
  6. We get to meet some of the coolest people on the planet. Celebrities. Industry movers and shakers. People with little more than an incredible idea. Their stories are so different, but remarkably inspiring. There is no other business I can think of that allows such access to unique stories, goals, visions, and dreams within deep, meaningful relationships.
  7. You’ve got to have fun. As a small office, we tend to drive each other insane. So we have office games (including this one called Mickless that is so perfect, I believe I could sell the concept). We joke. We rib. And we get an incredible amount of good work done on behalf of dozens of clients.
  8. Take a long view of successes. When I think of client engagements, 11 years gives you the ability to see not only what worked immediately, but also what is sustainable from a marketing perspective. Every agency shows you their success stories. I’m not afraid to show failures as well. After all, are you going to trust someone who claims to have never failed? How then, have they ever learned to succeed?
  9. Times will always be tough. The last 11 years in the State of Michigan have been challenging. It’s also easy to blame things on the external. I’ve seen the dot com boom and bust, I’ve seen 9/11 and the aftermath, I’ve seen a state where the economy has been in recession for 8 years. But I’ve seen successes throughout, almost always by those who refuse to see the outside situation as a hindrance on their own situation.
  10. Share more. I used to be afraid of letting go. Letting go of industry secrets. Of the special sauce. Of our client list. Of relationships with other partners. It took me a while to see the light, but the more you give, the more you get back. So now I share freely, ask frequently, and open my business to anyone who wants to look. If you can replicate it, go for it. But you can’t.
  11. Eleven things on a list? Unnecessary. Brevity is still king. If you can’t sum up things quickly, you’re doing it wrong. This blog post has gone on way too long, and if I’m being honest, there was diminishing returns after about 4.

B-to-B, B-to-C, Community, Design, Opinion, Sharing

05/26/09

Viral marketing: Catching lightning in a bottle.

In meetings, seminars, and even the occasional new business presentation, we get asked the following questions more than a few times:

  1. How can we get seen on YouTube?
  2. Can’t we just create something viral?

Both questions are pointing to the same underlying questions. How can one create something viral and ensure that it is seen everywhere? And furthermore, without a budget to back it up? Answer: can’t be done.

Consider the following stats:

  • Every minute, ten hours of video is uploaded to YouTube (YouTube.com)
  • Some 53% of YouTube's videos have fewer than 500 views (TubeMogul)
  • About 30% have less than 100 views (TubeMogul)
  • Just 0.33% have more than 1 million views (TubeMogul)


In other words, you can’t ever count on anything becoming viral. It happens more organically, and in a less controlled manner than you can possibly image. Plus, without the benefit of sending people there via a more traditional media buy, it may never be seen.

If a video gets posted on YouTube and no one watches it, is it still a video?

YouTube is a perfectly good tool. But again, it is not a plan. Your odds of having something take off on YouTube are about the same as winning the lottery. Is that how you’d like to conduct business?

 

Advertising, B-to-B, B-to-C, Interactive, Opinion

05/20/09

Ann Arbor graphic design firms, interactive agencies, advertising agencies, unite.

Ann Arbor is a small, but extremely talented hotbed of interactive agencies, integrated marketing companies, graphic designers, strategic marketing firms, creative boutiques, SEO companies, and marketing consultants.

But we don’t do a good job of helping one another. Actually, we’re terrible at it.

It is a very competitive business, for certain. But those cities that have had national success have been able to accomplish a great deal through collaboration. Portland. Minneapolis. These are cities that have built creative Meccas around companies competing – but sharing along the way. When an entire region becomes known for something, it helps everyone – the big companies and the boutiques.

Several companies (ours included) have been fortunate enough to create great work for high-profile clientele. Put us all together, and Ann Arbor has one heckuva stellar national resume. But it would be difficult for any major brand to add Ann Arbor or even the Detroit area into the conversation.

First, I intend to look in the mirror. For too long, Phire has been fairly silent in the local advertising, design, and interactive communities. Frankly, we’ve been busy. But the only way for the entire area to rise up to national status of “must go” places for major pitches, we must all get along. Starting…now.
 

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