New Field Link: eMarketer Daily

Greetings. I hope everyone has a safe and happy holiday weekend.

I wanted to call out a new Field Link. It's the HTML version of eMarketer's daily email. I've received the email update for quite some time and find it an invaluable and thought provoking resource.

A new TV and the power of the interwebz

I just recently bought a new TV and the experience has highlighted the power (and promise) of the Internet in delivering a holistic customer experience that’s consistent online and offline -- as much as it’s an experience with a company (or brand) rather than this is my offline experience and that’s my online experience. After 14 years of great service, it was time to retire my old ProScan CRT. After much research, I decided to go with a new Sony Bravia XBR. I purchased the TV at Best Buy, in part because I was going to switch to DirecTV (because they have the contract rights to the NFL Sunday Ticket) from Comcast and Best Buy would take $30/month off my DirecTV bill for 12 months; and in part, because I could see the product up-close before I bought it. The interaction with both companies provided great examples of delivering a wonderful customer experience.

Through Best Buy, I also bought a new TV stand. However, I bought it online and used the in-store pickup. No need to drive around and see if they have it or not. Go online and see which store has it. The process was great – see which stores have the product in stock, buy from that store, get a confirmation email that the store is ready for you, drive to the store, do curbside pick up, and have a delightful “blue shirt” bring out the merchandise. Total time spent in the parking lot of the store, six minutes. How awesome is that?! Anyone that has been through a major technology deployment that has hooks in to backend systems, such as inventory, commerce, or supply chaing, should be impressed. In short, they don’t make their technology or processes the customer’s problem. It was a nearly seamless integration of online and offline technology and process to deliver a unified experience. In the future, I’m thinking they shouldn’t need a confirmation email to tell you they’re ready, but now I’m picking nits.

With DirecTV, I was impressed with the personalized web portal and associated account information. The personalization includes TV listings. From that TV listings page, I can set my DVR to record. Tivo-esque, I know, but this is another unified experience from my programming provider. So, I could be away from home and reading an email or an article about a cool new show, or a news special that’s on before I get home. Surf over to my DirecTV page, log in, and bammo, set my DVR to record.

The take away, think about your customer’s experience in total, not as a collection of online and offline silos. It’s just plain, old commerce, it’s not e-commerce.

Brand Lessons with The Big K

Rockford, IL, my hometown is the source for some new store testing by K-Mart... or more accurately new testing in old stores. This effort is interestingly detailed in a recent Chicago Tribune article. You may know Rockford as the former screw capital of the world, not because of Ginger Lynn Allen, but because of its status a leading manufacturing town from the 1940s – 1970s. Towards the end of Rockford’s glory days came K-Mart. K-Mart is trying to figure out its brand identity and how to ground it in a meaningful way with constituents. In a similar way, Rockford struggles to attract new business and industries to the once proud city.

I think there are a few interesting take-aways from the article:

1. As mentioned with politics in the previous post, when it comes to brand identity, it’s a position or be positioned proposition. K-Mart had the lead from a timing perspective and Wal-Mart outflanked K-Mart pragmatically on price. Target claimed a social position based on shopping experience. That kind of leaves a righteous position, but it’s hard for any consumer to think blue light and quality together.

2. Test. I think it’s a great idea to test concepts. In this case it’s a low-risk proposition, as Rockford is not a trend-setting, high visibility hot spot. Yes, I know, the greatest power pop band ever came out of Rockford, but that’s not going to help K-Mart. So, K-Mart may want us to want them, we’re not going to surrender to their whims. Ok, back to my point about testing. Try to figure out what might work. Iterate. Rinse, lather, repeat. Progress, not perfection. Then when you’re feeling confident, notify the public. Not the other way around. Especially if you’re trying to re-brand or reposition, don’t lead with the awareness campaign, then try to figure it out. You can do more brand damage if you deliver a bad experience when you’re saying you’re new and improved. The customer is left to believe that you’ve gone from bad to worse.

3. All symbolic, or brand, identities have a shelf life. Perhaps the Big K has run its course. From it’s regional days to the high points in the 70s, K-Mart has clearly gone through consciousness creation (new, unique drama), consciousness raising (growing/expanding the identity among more people), sustain the vision (shielding the committed, staving off new visions like Wal-Mart or Target), decline (your identity loses currency in the market place and your customers seek new visions that meet their needs) and then implosion (the vision dies).

Politics is a Position or Be Positioned Proposition

Last weekend, Al Franken won the Minnesota DFL nomination to be their candidate for the U.S. Senate race against incumbent Norm Coleman (R). While Franken won on first ballot, his campaign has been weakened by income tax problems and a satire piece for Playboy magazine. What I find interesting, is that it seems as though the Coleman campaign knows more about Franken than Franken’s campaign. The way Coleman’s campaign and surrogates have been able to keep Franken on the defensive is another example of how you can be positioned by your competition.

With all symbolic realities (brands, politics, etc.), it’s a position or be positioned game. If you can’t carve out an identity and ground it, you run the risk of having your competition do it for you.

Going "Code Blue" for Beer

An interesting article from the New York Times regarding Coors Light and their 360 campaign leveraging social media. Now, I'm not a fan of their product, but I do appreciate the effort to get their message out in a 360 degree manner...or as I used to say "surround sound"... but that might make me sound rather analog.

For instance, consumers ages 21 and older will be able to send friends “Code blue” alerts on Facebook.com, inviting them to meet up for a beer — a Coors Light, natch. They can even use Facebook maps to direct their potential brew crew to a nearby bar. The Facebook feature, or application, is scheduled to start early next week.

I think that the number of agencies involved in pulling off this campaign and representing the brand reinforce the need to understand and own one's symbolic identity.

Thanks to John for the link.

Zappos & Culture: Walking the Talk with an Online Shoe Store

Great article about Zappos and their policy to pay employees to quit.

It’s a small practice with big implications: Companies don’t engage emotionally with their customers—people do. If you want to create a memorable company, you have to fill your company with memorable people. How are you making sure that you’re filling your organization with the right people? And how much are you willing to pay to find out?

Hat tip to Christopher for the link.

Minnesota's Sesquicentennial

This week the State of Minnesota is celebrating its Sesquicentennial. I think it’s another great example of how we live in a symbolic reality with competing converging and diverging interpretations of symbolic fact. The material facts are pretty simple with this one, the State of Minnesota (as it was charted and brought into the United States) is marking its 150th anniversary. The symbolic facts can generate a little more positive or negative energy depending on your vantage point. Also the symbolic facts are those that are up to the audience member and convey emotion, identity, meaning, and motive for action. As this article by Kara McGuire in the Star Tribune points out, the history and its meaning are quite different for Native Americans than it is for the descendents of European settlers and immigrants. For Native American tribe members, the emotion is much different than that of the proud politician. The motive for action is clearly different as well – rather than music and banners, one might want a somber reminder of the deaths of their forefathers.

In another article/editorial from the same paper, we have another perspective on the celebration – more specifically why the celebration can’t be too loud and that loud noise could break some buildings. Given the bridge collapse last August, the State doesn’t need to remind its citizens of how tax dollars have or have not been spent and how that spending has protected, or not protected us.

So, one basic element, a 150 year anniversary, can be seen as a celebration, a dark reminder, or a potential hazard. There are many more items that come to mind for people who have lived here for generations and for those of us “outsiders” who were born elsewhere. The way these symbolic facts generate emotion and identity can bring constituents together or drive them apart. A skilled communicator can help position the positive elements of the state’s rich history and not have their story derailed by competing interpretations.

Great Example of Symbolic Cues

On Seth's blog, there's a link to an interesting brand application. The app serves up one iconic logo at a time. Your job is to type a one word description. I'd love to see the data they're getting on these brands.

As Seth point's out, "It's a simple game where you pick one-word associations to go with major brands. The result pages are actually pretty inane, but the magical way each and every one of these brands compels you to think is fascinating."

That magic is the power of a symbolic cue. In this case, it's in visual form, but look at how that one "short-hand" element can denote and conjure up meaning, motive, identity, and emotion. Those cues can represent themes that chain out positively or negatively...or not at all. If you've never seen one of the logos, you may have no connection to it and it doesn't chain out.

Takeaways: We live in a symbolically created reality and we our symbolic reality "retribalizes" us in ways that transcend geography (the old tribalizer).