Monthly Archives: September 2009

Serenity Now.

Recently I have come under attack for my iPhone addiction. “He never puts his phone down; it’s become an extension of his hand.”

Interestingly enough, until I purchased the iPhone, I never even carried a cell phone. I hated the distraction and resented its intrusion into my private life. But the iPhone isn’t a cell phone, it is a lifeline. It doesn’t bind me, it frees me. So here goes:

My name is Jim, and I am an iPhone addict. I have been addicted for nearly a year.

Phew, I feel better just saying that. For me, it is all about the connection and utility. I am constantly in touch with the people I care about – by voice, text and photo/video. And I am constantly engaged in educational and/or entertainment utilities – news apps, game apps, reference apps, learning apps, music apps, lifestyle apps, business apps, e-commerce apps, social networking apps and silly toy apps.

And the best part? Almost all the apps I use and love are free. The Associated Press, The Wall Street Journal, The New York Times, ABC News, The Weather Channel, The Sporting News, ESPN Sports Center… they are all free. Instant Messaging, Twitter, Safari, Google, Skype… all free. Maps, Stocks, Contacts, Notes, Google Earth, Clock, Calendar, Calculator, Thesaurus, LogYourRun… free. YouTube, iTunes, iPod, Pandora, iHeartRadio, AOL Radio, NPR, Shazam… free. Word Warp, Word Ace, Hangman, TicTacFree, Pac-Man, Solitaire, DoodleBuddy… no charge. Text, Phone, E-Mail, Camera, Voice Memos, TV Guide… standard. And there is more.

Talk about disruptive innovation, this baby is the poster child.

Of course, one can pay as much as $1000 for an app. But to date, I have not spent a dime. Apparently I am in the early stages of my addiction… or I am simply cheap.

One thing that is certain: I am a shameless and unrepentant shill for the iPhone. It’s not perfect – reception could be better (thank you AT&T), the screen gets smudged too easily (and I am OC about that) and it has turned haters against me (mostly jealous people) – but until something better comes along, this is as good as it gets.

Serenity now. Insanity later.

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Please Excuse This Commercial Disruption.

Clayton Christensen coined the term “Disruptive Innovation” more than a decade ago to describe the process whereby a new product or service takes root and displaces its established competitors (cell phones disrupting fixed line phones for example). Get it? It’s an innovation that disrupts.

However, the process of disruptive innovation has been around for as long as the planet itself. It is a kind of intelligent or human evolution (think speciation). Except with disruptive innovation, we are talking about products or services created by humans.

It is, to say the least, an interesting concept. After all, who doesn’t want to create a new product or service that displaces an already popular product or service. Consider the profit potential. There’s just one hitch, you can plan disruptive innovation, but you have no way of knowing if it will work. There are just too many random variables that can impact on your plan. On the flip side, the U.S. Patent Office is filled with innovations designed to disrupt and displace, but that never made it beyond the planning stages.

Disruptive innovation references a natural progressive evolution. Take the Internet for example, which has succeeded in disrupting and displacing dozens of products and technologies and changing the world in the process. When Al Gore created the Internet back in the late 1960s, it connected only a handful of computers. At the time, no one envisioned or predicted its eventual impact… anymore than they could have foreseen the popularity of Pet Rocks in the mid-70s or of Beanie Babies in the early 90s.

These are things that happen and that people recognize after the fact.

The idea of building a better mouse trap and having the world beat a path to your door is nearly a century old (See Ralph Waldo Emerson) and alludes to two critical disruptive innovation points:

1. If your mouse trap is better (innovative)…
2. Then there must already be a mouse trap that you are planning to displace (disruptive).

And the assumption is “because your mouse trap is better, the world will embrace it.”

Yeah. Tell that to Howard Hughes and his Spruce Goose. Or to Dean Kamen and his Segway. Or to Steven Jobs and his NeXT Computer. Or Bill Gates and his Windows ME software. Despite being among the greatest innovators of the 20th century, they often got it wrong.

So, here it is: Innovation – in and of itself – is a laudable goal and endeavor. And if the innovation happens to disrupt the marketplace, then all the better, as it is obviously something the marketplace has been waiting for.

But if you are expending energy hoping to predict or event create the next disruptive idea (in the words of Pinky and the Brain: to take over the world), you might be better served dropping quarters into a slot machine at the Mirage. The odds of winning are better and the drinks are free.

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Help! My Spokesperson is a Dud.

What can/should PR leaders/communication professionals do when their “go-to” spokesperson is a dud? It could be the CEO or a leading expert in a particular field. It could be someone who, politically, just has to be the one.

Reporter, health care marketing magazine

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By Jim Sweeney & Jennifer Manocchio

Let’s start first by defining what a “dud” is for each type of media. If we are talking about print media, then content is king and only the information can be a dud, so messaging and the ability to convey it successfully (especially in phone interview situations) are critical.

If we are talking radio, then voice is critical (strong, confident, sincere) along with the message.  For TV, we add a whole other dimension.  Let’s face it; these are all entertainment media, but none more so than TV.  So our spokesperson must look attractive in some way, must have nerves of steel or natural on-camera speaking ability and must say all the right things (messaging).  Before the Nixon-Kennedy debates, no one really cared what our corporate or political leaders looked like.  Since the debates, that’s all we care about.

Messaging, delivery, personality, appearance (in that order) are important for spokespersons.  We can work on the first two, but the last two are out of our control… other than to replace the dud with better looking, more adept speakers.

If you feel a spokesperson will improve by conducting training on messaging and delivery, consider conducting media training that includes interviewing and videotaping the individual.  Also, consider incorporating a second spokesperson or potential spokesperson who is stronger in areas your current spokesperson is lacking.

We have actually experienced this challenge with a client who had one spokesperson that fell flat with delivery and another who had challenges staying on point.  It was an excellent strategy to have both these individuals watch and learn from each other, and actually see themselves and each other on television when we played back their mock interviews.  We were able to achieve a balance between the two that wouldn’t have been accomplished if they had not conducted the training together or seen themselves on television.

If your spokesperson doesn’t improve with training or is not willing to step aside for the better of the organization, it is completely acceptable for an organization to have more than one spokesperson.  You can often find experts within an organization who can address different topics with the media.  One way to accomplish this is to develop a matrix of experts in your organization, interview/screen these experts and train them so you don’t end up with another ineffective spokesperson.

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Have a marketing, public relations, social media or advertising question?  Post your question below or email exeqnation at gmail dot com.  We are committed to answering your marketing questions real time.  And if we don’t know the answer, we’ll contact one of our valued partners who will.

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Save the Boobs?! Have PSAs Gone Too Far?

A new breast cancer PSA (Save the Boobs) has hit the airways just in time for breast cancer awareness month and the ad is already creating controversy.  Showing women in scantily clad bikinis seems more like a Victoria Secret commercial and deemed by some as being inappropriate or not taking a women’s health issue seriously.

In fact, the “Save the Boobs” PSA content is considered too inappropriate to view on YouTube unless you sign in or sign up to confirm you are 18.  Now that is certainly a roadblock that will limit views because it requires time to either log in or create an account.

On the other hand, Los Angeles Times reporter Dan Neil feels the ad is memorable and will help to create awareness.

I’m all for PSAs that increase awareness of an important mission; however, when the message gets lost what is the point?

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Building a Prospect Database

We provide a service to the supermarket and CPG industries and need to reach corporate level executives, VP of Marketing, Director of In-Store Promotions, etc. We need names, titles and contact information whether that is an address, a phone number or an email address.  We have used the Market Guidebook and Hoover’s previously, and are aware of AdData Express, Redbooks and Ad Week’s Brandweek Directory.

Can you recommend any additional options?

CEO, Kiostar

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By Jim Sweeney

There are many ways to secure the contacts you are looking to target, including trade organizations, trade publication lists, trade shows, web site directories and list companies.

For example, you can tap into the International Home & Housewares Show (or any of a dozen other related shows) and rent or purchase their exhibitor and attendee lists. You can also contact leading trade magazines – like Progressive Grocer and Chain Store Age – and rent or purchase their lists.

If you have the time and the manpower, you can visit web sites and generate the lists yourselves. It is really not as difficult as it sounds.  Many of the industry trade shows (International Home & Housewares, Gourmet Show, etc.) post their exhibitor list with the contacts right on their web sites.  The exact contact may not always be listed, but a quick phone call will ensure you have the correct person on your list.  You can also try online directories like Spoke.com, ZoomInfo.com or Jigsaw.com.

And of course, there are endless mailing lists you can purchase from, including organizations like USADATA and InfoUSA. Determining the best approach for developing a database really depends on the specifics of what you are looking for, how much time you have and how much you want to spend.

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Have a marketing, public relations, social media or advertising question?  Post your question below or email exeqnation at gmail dot com.  We are committed to answering your marketing questions real time.  And if we don’t know the answer, we’ll contact one of our valued partners who will.

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The American Dream vs. The American Scheme.

In “An American Tail”, Papa Mousekewitz shares with his wife the wonders and promise of America:

Papa Mousekewitz: In America, there are mouse holes in every wall.
Mama Mousekewitz: Who says?
Papa Mousekewitz: Everyone. In America, there are bread crumbs on every floor.
Mama Mousekewitz: You’re talking nonsense!
Papa Mousekewitz: In America, you can say anything you want, but most important – and this I know for a fact – in America, there are no cats.

But as we all know, there are cats in America, and the streets are not paved with cheese. However, the freedom and opportunity to pursue one’s dreams – whatever they are – remain the cornerstone of our great nation.

Unfortunately there are some in America (and always have been) who could fairly be accused of pursuing their dreams via schemes.

USA Today reported this morning that the Goldman Sachs pursuit of the American dream is raising eyebrows:

Goldman’s profits stand in sharp contrast to what the rest of the country is facing, hobbled with hundreds of thousands of job losses each month and hundreds of businesses shuttering on Main Street. Goldman also set aside $11.4 billion in the first half of this year for compensation and benefits for its employees, a 33% increase from last year. At a time when there has been intense focus on bankers’ compensation, including congressional hearings, Goldman’s decision has been hard to swallow on Main Street.

On the one hand, this seems mighty glutenous. On the other hand – and in complete fairness to Goldman – it was one of the first investment firms to reimburse the government in full, paying back the $10 billion it had borrowed, plus interest.

So, what’s really at play here? Clearly, Goldman Sachs – at least under the reign of CEO Lloyd Blankfein – is no Bailey Building & Loan Association. But neither is Blankfein Mr. Henry F. Potter. In point of fact, one might suggest that he is a poster child of the American dream; the son of a postal worker who attended public school, made good and grabbed hold of the brass ring.

Perhaps the real problem is that we are no longer living in Frank Capra’s America, whose films tout the basic goodness of human nature and show the value of unselfishness and hard work. According to one source, “His wholesome, feel-good themes have led some to call his Capra-corn, but those who hold his vision in high regard prefer the term Capraesque.”

Regardless, it is clear we’re not living in Bedford Falls any longer, and we are painfully aware the streets of America are not paved with cheese… or gold. But isn’t it possible for this story to still have a happy ending?

If Tony Mousekewitz and George Bailey can figure it out, perhaps the rest of us can too. In the words of Clarence Oddbody (Angel Second Class), “Each man’s life touches so many other lives.” Perhaps for just one day we can all set aside our goals for world domination and lend a helping hand to someone in need.

What’s the worst that could happen?

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The Impact of Customer Service on Brands

Last week I purchased some steaks at my local Harris Teeter for when my in-laws came into town.  My husband and I were preparing the steaks for the grill when I noticed one of the steaks smelled badly.  Before I could say a word, my husband put the steak and the packaging in the garbage.

Luckily, I still had the receipt.  When we went back to Harris Teeter, I told the customer service rep about our spoiled steak.  To my surprise, they refunded the steak without an issue even though we didn’t have the packaging AND they gave me double the money back.  I was floored.  The customer service rep said it is the company’s policy to give you double your money back for any spoiled fresh food product because of the inconveniences it caused (possibly ruining a meal, have to return it, etc.).

While I have been an avid customer of Harris Teeter for about 5 years, I never really spoke about our experience at the store or made recommendations to friends.  But you better believe I will share this experience.

This is a prime example of just how powerful brand interaction can be.  When a brand has the ability to interact directly with a customer, that experience is more impactful than any form of advertising or marketing.

Want to gauge your brand’s alignment with your customer service?  Try becoming your own customer and experiencing the brand.  It just might be an eye opening experience.

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Developing Blog Content & Increasing Blog Traffic

I have a blog on my company’s web site, but it hasn’t been updated in months and no one is reading it. How can I develop more interesting content and get web site visitors to read it?

Entrepreneur and Yoga Enthusiast

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By Jim Sweeney

Two primary factors contribute to building blog readership and loyalty:

1.   You must have relatively interesting things to say (funny, outrageous,          revealing, curious, insightful, etc.) about interesting topics. No one will read (or continue reading) boring stuff.

2.  You must regularly post your interesting thoughts, ideas, comments.           Once a day is good, once a week is fine, once a month is acceptable (barely), so long as your followers know your publication date and know when to check in.

Since your blog is on your web site, it can be used as a tool to both drive traffic to your web site and engage your web site visitors once they arrive at your site.  In short, as a tool in and of itself, your blog can have value.

But as you indicated, “content” is critical.  So ask yourself this:  Who is my target audience?  Once you have that answer, then ask your target audience:  What would you like me to blog about?

After you’ve conducted your audit, determine what information you can share that your target audience will be interested in.  Do you have special knowledge or unique insights?  Do you have a randy sense of humor?  Are you an expert at something?  Do you have a unique perspective?

Figure it out and get started.  And keep it brief.  Three interesting sentences are always better than four questionable paragraphs.  And don’t be afraid to experiment with photos and videos and audio files.  But again, don’t overdue it.  Substance over style usually wins out.

Finally if you are writing “interesting” stuff and you are posting it “routinely” you can then take advantage of multiple avenues to build your blog audience, including: word of mouth, links, emails, search engines, forum and email signatures, posting comments on other blogs, promoting your blog URL and joining a blog network.

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Have a marketing, public relations, social media or advertising question?  Post your question below or email exeqnation at gmail dot com.  We are committed to answering your marketing questions real time.  And if we don’t know the answer, we’ll contact one of our valued partners who will.

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Reflecting on September 11, 2001

It is hard to believe we are remembering a tragedy that took place 8 years ago when many of the day’s events are so fresh in my mind.  I’m sure most Americans will take a moment to reflect on where they were the day it happened, who they were with and the impact that it had on all our lives.

I was living in Chicago and working at Edelman on the 63rd floor of the Aon Center.  My team was meeting early that day to conduct planning for our client.   In fact, I was actually calling New York City to conduct some research for a spring Butterball Turkey event.  I couldn’t figure out why the call wasn’t connecting.

The women sitting next me mentioned her dad said a plane hit the Twin Towers.  We paused for a minute and kept on working.  It never occurred to us to stop and see what was unfolding.  A few minutes later my team rushed in and said we have to leave the building.

As we rushed out of the building, others were rushing in to work unaware of what just happened. Our VP grabbed a cab as fast as she could and told the cab driver to take us as far away from the city as possible.  The cabbie said “Why you so afraid.  You are Americans.”  A chill ran down my spine.  Little did we know how much this day would affect all our lives moving forward.800px-Wtc-2004-memorial

I will never forget the sacrifice the people in New York City and Flight 93 made, the families who are still grieving and the soldiers who continue to fight to protect American soil, including my husband.

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We're Gonna Need a Bigger Healthcare Plan.

According to a new survey from Mintel, most Americans think they are healthier than they actually are. Or looked at from a different point-of-view, most Americans are not as healthy as they think they are.

For example, the CDC says more than two-thirds (67%) of Americans suffer from or have been diagnosed as obese or overweight (a primary cause of many health issues). Yet only 25% of the survey respondents say they fall into either of these categories. Mintel calculated the body mass index (BMI) of survey respondents for a separate report on obesity and confirmed the CDC’s findings that 65 percent of people are overweight or obese.

There are a couple of possible explanations:

1. A lot of overweight or obese Americans are in denial.

2. Overweight or obese Americans have much higher self-esteem than might be expected.

3. There is some disagreement about what constitutes “overweight or obese.”

Of course, obesity is not our only problem. The leading causes of death in America – heart disease, cancer, stroke, chronic lower respiratory diseases, accidents, diabetes, alzheimers and the flu – are brought about by faulty genes, bad driving, drug overdoses, tobacco inhalation, overdrinking alcohol, slipping in the bathtub, leading a sedentary lifestyle and hundreds of other actions.

And unfortunately a huge number of Americans with these medical conditions (causes of death) are not properly (if ever) treated because they either don’t have insurance or their insurance is inadequate to cover medical care costs. Depending upon who you believe, the numbers are anywhere between 20 and 100 million uninsured Americans at any given time.

I would like to suggest – avoiding the insurance issue for the moment – that what America really needs is a National Well & Fitness Plan that actually treats the cause and not the symptoms of our crisis by helping us to get educated, exercise more, eat smarter and live healthier. At the foundation of my NWF Plan is a FREE membership in government-approved fitness centers. Of course there are strings attached to this voluntary program:

• Mandatory initial and annual health screening and stress test conducted by a physician (documenting statistics and health issues) as a precursor to using the membership.
• Mandatory nutritional education by a licensed dietician, requiring participants to commit themselves to healthier shopping, cooking and eating. Also a precursor to using the membership.
• Mandatory, monthly health and fitness programming by a certified physical trainer as an ongoing requirement of using the membership.

Now, I know what your thinking: “If all Americans simply inflated their tires properly and took their cars for regular tune-ups, they could save as much oil as new offshore drilling would produce…”

Frankly, I don’t care. Consider for just a moment that if just 5% of Americans took advantage of this government-sponsored program and they all got healthier, we would have more than 16 million people who would be less reliant on health care and, therefore, insurance.

And just in case you think I am eating too many Cheetos, remember that more is spent on health care in the United States on a per capita basis than in any other nation in the world. So if the cost for health care per person is more than $7,500 (and it is) and each one of my 16 million healthier Americans now requires a thousand dollars less in health care services, then my new NWF Plan saved quite a few dollars, didn’t it?

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Is Media Coverage Free?

By Jennifer Manocchio

Media coverage is “free” in terms of editorial placement in a newspaper, magazine, radio show, television news show or online.  Since a journalist is writing about your product or service in editorial coverage, you do not pay for that placement.

If a media contact is asking you to pay for editorial placement, run as fast as possible from the opportunity. No credible media outlet asks to be compensated for editorial coverage. The editorial and advertising lines at some trade publications or small newspapers tends to be a bit blurred and some will use this approach to sell advertising.  Again, walk away.

Also, avoid the trap that production studios often set.  Typically you receive a call to get a product, service or company featured in a particular television program.  They bait you saying your company or product will get exclusivity, and they need to know your interest ASAP because their producers are making decisions on products/services/companies over the next few days. What you typically find is these shows are aired on cable with no concrete number of people actually watching the show. AND they charge you!  Run… don’t walk!

While editorial placement is “free”, the real answer to this question is achieving media coverage is typically not free.  You still have to spend time and money generating awareness for your company and brand(s).  Publicity and media relations are an investment and a process.  They demand time and attention whether you manage that internally or hire an outside agency to support your efforts.

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Have a marketing, public relations, social media or advertising question?  Post your question below or email exeqnation at gmail dot com.  We are committed to answering your marketing questions real time.  And if we don’t know the answer, we’ll contact one of our valued partners who will.

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The Power of the Consumer Review

This week Trendwatching.com released their September trends “Transparency Triumph: Reviewing is the new advertising”. I don’t agree that reviewing is the new advertising because traditional advertising messages are controlled by the brand; however, I do agree that consumer product reviews are very powerful and will continue to be prevalent as technology advances.

We have seen this first hand at the agency with blogger reviews.  A DIY and mommy blogger review campaign for an outdoor wood protector helped increase Internet sales by 16%.  A diabetes blogger review campaign for a new blood glucose meter drove 65% new visitors to a online diabetes supply retailer who stayed on the site for an average of 5 minutes. And for better or worse, online product reviews are imprinted on the web for consumers to continue to find and influence their decisions.

Certainly not all consumer reviews are positive.  However, the possibility of negative reviews shouldn’t hinder brands from encouraging consumer product reviews from bloggers or reviews on their own web sites.  Negative reviews can provide insight into possible product enhancements and give brands an understanding of how their products are perceived in the marketplace.  Also, if consumers don’t have an online outlet to share their product experience, you better believe they are telling all their friends, family and co-workers.

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