You are currently browsing the category archive for the ‘Leadership’ category.

Ahh, brand premium. The holy grail of branders. We all seek it, yet few find it.

I’ve always been mildly intrigued by the difference in pricing between a woman’s stylist and a men’s barber. But today as I was getting my $15 haircut at the local barbershop, I decided to do some research. What I found, though, was that prices for men’s haircuts – in Manhattan anyway – can approach those for women.

What’s the difference between a $15 haircut and a $160 haircut? Turns, out, a lot. Stylist Antonio Gonzales writes that for $160,

most stylists in this price point will take the time to sit with you before each cut and discuss the look you are trying to achieve and will have the skill set to make recommendations on the various looks that will be best suited to your facial structure. They will also discuss with you how they envision the process unfolding to arrive at the end result.

They are able to make these recommendations based on extensive knowledge of the latest styles and techniques gained from training at the leading hair specialists, such as Vidal Sassoon or Mahogany.

In other words, these stylists invest heavily in building the skills and knowledge required to help you achieve exactly the look you seek. Antonio mentions other supporting elements, including head massages, the decor and soothing teas. But what creates value for both the customer and the salon is an obsessive focus on you, the client, and doing whatever it takes to create a superior experience that you are willing to pay for.

And that makes all the difference.

Experience matters.

Advertisements

Last week I wrote about the brander’s paradise that is South Beach. This week, I spent some time in Manhattan, which most would think of as a brander’s paradise.

But right now I only feel fatigue. And I’m not just talking about Times Square.

Manhattan, everywhere, overloads the senses. Every possible square inch of space has a message, from the glitzy store fronts on 5th Avenue, to the small restaurants with only a few tables, to the apartment buildings offering “superb” rentals. You can’t walk even a block without being overwhelmed by logos for coffee shops!

How do you choose?

Clearly, a budding Manhattan brander must go WELL beyond the awareness – consideration – preference mantra that has been drilled into our heads since our first marketing classes. Yes, you must get the customer’s attention. But that is only the start. The product benefits must, of course, engender loyalty.

But survival requires commitment. And for that, the experience matters.

Been to Home Depot lately? If not, go and see how a good HR strategy equals a good marketing strategy!  And no, they’re not paying me for this.

In the midst of this record heat wave, I got up early to replace a hose so my lawn doesn’t burn out, and some weed killer, and Home Depot is conveniently close by. Several years ago, I would drive elsewhere because, IF I could find a clerk, they might have known where these were, IF I could get their attention.

Today, I was greeted as if I were the only thing that mattered and, after describing my needs, I was introduced to a herbicide expert who helped me find exactly what I needed. Then he escorted me to the hoses, ensuring that I had the necessary help (none required, really…).

What changed? A couple of years ago HR chief Tim Crow renovated training programs, expanded cash bonuses and increased employee/customer face time. And they’re having an impact: after a 2-year slide in sales and profit, both were up last year.

If the goal of marketing is to attract and retain customers well, it’s working at Home Depot, with a huge assist from HR.

And my wife no longer minds going there.

Regardless of which side you are on, the US is clearly in one of the most fundamental debates on the role of government in a long, long time. Passions are high. Rhetoric is flying. Fears abound. Yet neither side wants to budge – ‘tough’ rules the day.

Which may be the only salvation.

There are no simple solutions left. And the realization is starting to sink in. Lou Gerstner once said, “No institution will go through fundamental change unless it believes it is in deep trouble and needs to do something different to survive.” Andy Grove said it differently: “only the paranoid survive.”

Survival ruled the day at IBM. It did in Greece. And it will in the US.

The question is, does survival rule the day at your organization?

If not, get tough.

On my way home from a peer group session of CMOs (with a shout out to the Forbes CMO Network and gyro who sponsored the evening), I reflected on the commonalities between good networking and good marketing.

If you’ve ever been to a party (and most of us have), you’ve noticed there are those who “work the room” and seem to have met everyone there by the end of the evening. What do they do that makes them successful?

First, they engage. They don’t passively await someone to connect with them.

Second they question, and listen. They “always think in terms of what the other person wants,” to quote Korean war general James van Fleet.

And, third, the truly exceptional ones “arouse in the other person an eager want,” quoting Dale Carnegie.

A pretty good set of rules for marketers.

“…we’re realizing that the industrial revolution is fading. The 80 year long run that brought ever-increasing productivity (and along with it, well-paying jobs for an ever-expanding middle class) is ending,” writes Seth Godin in a provocative post, perhaps fittingly on this weekend symbolizing rebirth for one of the world’s major religions.

Only problem is his use of the word “ending” – the industrial run, as a driver of economic growth, actually ended a decade or so ago Read the rest of this entry »

Here’s another one: ‘work smarter, not harder!’

I hope you’ve never used this one in a misguided attempt to motivate a subordinate. If you have, you’ve just told the employee they’re dumb. Not very motivational, eh?

Personally, I don’t think employees are dumb (and if you have one, how did they get hired in the first place? And in the second place, why are they still with you?). Read the rest of this entry »

Who hasn’t heard at one time during their career, from a boss, ‘don’t bring me problems, bring me a solution?’

How silly is this? If all your boss does is ratify a solution, what good is s/he? Further, if you have a solution, why the heck aren’t you out there implementing it?

Worse, Read the rest of this entry »

After Food, Inc (see my prior post, immediately below) opened my eyes to how food production has rather radically changed over the past couple of decades, I’m now conscious of how much attention we are starting to pay to nutrition as a society.

And when society pays attention, markets pay attention. And when markets pay attention (assuming there are no distortions), the incentives created by demand drives increased supply cause change to happen, very quickly. Not only are individuals and organizations motivated by potential profits rewarded, with the most responsive and efficient reaping the highest returns, but society as a whole is better off.

For example, in Tuesday’s Wall Street Journal, Read the rest of this entry »

My parents, who both grew up in the depression, instilled two values in me: hard work, and thrift. While we never felt we wanted for much growing up, there was never a lot of money to spend either, something we were blissfully unaware of. One thing I remember is mom cooking healthy dinners every night, using fresh ingredients bought daily from the supermarket. She was a good bargain hunter, and knew how to stretch her food dollar. We’d splurge occasionally on a hamburger out at the local A&W (remember those?), washed down with a root beer float.

Thus, I was struck by a vignette early on in the film Food, Inc., where a working family of four stops by a fast food restaurant for a dollar meal. The mother explains that because they are so busy, she doesn’t really have time to cook, but she does want to make sure her children get a ‘good’ meal to start the day… She goes on to say that because they don’t have a lot of money, they have to look for bargain ways to feed their family. But then we find that the father is suffering from diabetes, for which he is spending $200 a month on prescription medicine… Read the rest of this entry »

Why do some companies consistently outperform their peers?

The debate on CEO pay may seem to be only simmering for the moment, while other events dominate the news cycle, but it has not gone away. Working where I do, one of the things we study is the value of, and how to recognize, effective leadership – now, the Best Companies for Leadership; later, the Most Admired Companies. Read the rest of this entry »

From Hay Group:  

Winners and losers in the M&A game

After a period in the doldrums, M&A activity is beginning to bounce back, with rich rewards for those who make mergers and acquisitions work. So what should companies looking to conduct a merger or acquisition in a challenging economic climate be focusing on to ensure success?

Companies tend to concentrate on integrating tangible assets – such as IT systems – and on achieving cost synergies, to the detriment of their customers and this tendency is even stronger during tough economic conditions. The balance between these issues and the integration of intangible capital, such as people, processes and structures is often not planned for far enough in advance during the M&A process. Knowing where to start is half of the battle. For a merger to deliver on its promise, organizations must address these issues – while at the same time managing the risks of integration and extracting the maximum value from it. It’s a difficult balancing act. Read the rest of this entry »

Lord Horatio Nelson

For several decades now, I’ve been a student, observer and participator in strategy (corporate, branding and marketing) and organization – getting these right is, of course, critical to success. But I’ve seen many cases where carefully prepared plans and their support structures have not resulted in the desired results.

Reading To Rule the Waves, a gripping history by Arthur Herman, I was struck by the role communications played in two Royal Navy engagements, 25 years apart, each of immense strategic consequences: Yorktown in 1781 and Trafalgar in 1805.

Communications dictated the outcome of each, one a failure that lost a continent and one a victory that established naval pre-eminence for more than a century. The lesson: everyone in the organization must understand what needs to be done for a plan to be successfully executed. Read the rest of this entry »

Anyone who travelled in the Northeast US in the first two weeks of February has a story to tell – I heard a few in crowded trains and lounges. For example, in the midst of the blizzard, many of the eateries in Philadelphia shut down (imagine that!), and hotels did their best to serve their clients even with limited staff, many of whom had to overnight on the properties. By and large, no one complained, and there was a sense that we were all in this together.  

My intercity travel was by train and I found the Amtrak on-board and station personnel both helpful and cheerfully positive as they dealt with passengers trying to get somewhere in the face of cancelled and delayed trains. Read the rest of this entry »

Subscribe to this blog.

Join 5 other followers

Social media

RSS Harness the power of data

  • 3 Scenarios for Transitioning to SAP S/4HANA
    There’s a lot to think about when your company is considering a transition to SAP S/4HANA. No large-scale implementation or migration project is simple, but there are three common scenarios that make migrating to SAP/S4HANA possible: New System Installation, System Conversion, or Landscape Transformation.
  • What Are the "Things" in IoT?
    Remember WAY back when “technology” was the hot buzzword? Companies quickly jumped to incorporate it into their messaging, commercials, websites. REAL PRODUCT DESCRIPTION: The [company name withheld] Towel is made from a proprietary performance fabric that instantly cools when soaked with water, wrung out, and then snapped in the air to activate the cooling […]
  • The Future of Digital Transformation & The Growth of IoT
    Today, more than ever, CIOs are faced with developing the roadmap for their organization's journey to digital transformation. This often includes if/when they are moving to the cloud and how to drive business innovation through connection of people, data, devices and networks in real-time (IoT). Over the last few years, a greater priority has been place […]

Top Clicks

  • None

Further Research

Categories

September 2017
M T W T F S S
« Jun    
 123
45678910
11121314151617
18192021222324
252627282930