Make the ‘About us’, ‘About them’, and sell more.

Make the ‘About us’, ‘About them’, and sell more.

 

Almost every ‘About us’ dropdown on websites is, as expected, about the owner of the website.

Who started the company, where they  went to school, how they came to be in Sydney, Seattle, or Bullamakanka, how great you are, and some soppy stuff about your story. How you pulled yourself out of adversity, and became successful, all meant to build empathy.

Well, mostly it fails badly.

Why?

People are not really interested in your story. They may listen, may even feel for you, but what they are really  interested in is what you can do for them, what useful information you can provide, what problem you solve, and the impact of that solution on their lives.

Why else would they be on your website?

When they arrive for a look, you have only a few seconds to engage them, wasting those precious seconds by talking about yourself does not seem to me to be too smart!

So, make your ‘About Us’ page really about them

How you can solve the problem they have, how and why working with you and your product will deliver them success.

Go through the bio’s of employees you may have on the page and do the same thing. What is it that each person brings to the table that solves the problem the potential customer.

Focussing on yourself might create a little empathy, but that is well short of genuine interest and a willingness to give you money to solve a problem they have.

Call me assistance thinking about this stuff.

 

 

How to avoid brand suicide

How to avoid brand suicide

Any marketing activity falls somewhere on a continuum between tactical and strategic.

Most are trying to generate activity and profit today, as well as investing in your brand for the long term.

Getting the balance wrong is delivering your brand to the slaughterhouse.

The competitive world we live in now puts increasing pressure on tactical activity, at the expense of strategic. No marketing budget is infinite, therefore choices are made, every day between the tactical and strategic.

As the pressure has increased over the 45 years I have been doing this, I observe the move towards tactical, reflected in almost every product category I can think of. Once you get addicted to the tactical, it is like crack cocaine, very hard to break away.

You learn that throwing money at the problem solves it, for now, so when it comes around again, you repeat the action. It worked last time, and the long term is somebody else’s problem.

As a young marketer in FMCG, the ‘Friday afternoon call’ was a constant threat. A buyer from one of the supermarket gorillas who needed to put some cash into their co-op advertising pool for the week would phone. They would open the conversation by saying the sales manager was out, and he had a problem only I could solve by committing to a promotion of some sort that involved a Co-Op advertising payment. To decline, it was made clear, threatened the distribution of the brand concerned in his chain, and he was sure the Sales manager would not thank me for that. By the way, it was 4.45 pm, and the ‘opportunity’ closed in 5 minutes, so he needed an immediate answer.

The ultimate in tactical activity.

There was not an outcome of any value to the business I worked for from accepting this blackmail, just a downside to be avoided. We might have delivered a few extra pallets of product, but the net price we could invoice was often below anything that was sensible. Also, it consumed resources that had been earmarked for activity that would build brand equity for the long term.

Meadow Lea margarine in the late 70’s had four times the market share of its nearest competitor, in a booming and crowded margarine market. This share was based not just on a very good product, coupled with aggressive and smart sales management, but on consistent, and brilliant brand building activity over a sustained period.  A decade later, after the business had been acquired by people who did not understand the dynamics of a brand, Meadow Lea had crawled back to the pack. The total size of the market had also shrunk.

The reason was the move from strategic investment in the brand to tactical activity to keep retail buyers happy.

Digital has injected steroids into this tactical explosion.

Marketers, so called only because that is what is on the door of their office, take the easy way out, and go tactical at the expense of strategic.

Don’t get me wrong, tactical impact is very important, but in isolation from the considerations of the strategic, it is brand suicide.  There must be a balance between the activity necessary for today, and the activity now necessary to ensure the long term health of the brand, and in turn, its ability to deliver commercial sustainability.

Want the immediate hit? Spend all your resources on tactical activity.

Want to live a long and profitable life? Make sure you leave some for later.

 

 

 

How does value relate to utility?

How does value relate to utility?

 

My go to marketing guru, Albert Einstein said: ‘Energy cannot be created or destroyed, it can only be changed from one form to another, and relocated’. This has become known as the first rule of thermodynamics.

Perhaps ‘Value’ has a similar characteristic?

Recently I needed to buy a pair of sunglasses. I wanted polarised ones, that sat on my nose easily, and did not look ‘dorky,’ whatever dorky is. I went to a specialist sunglasses retailer in a shopping centre near where I live. The cheapest that met my very broad specifications was over $150. Too much, so I went into a pharmacy a few doors away that had sunglasses, and bought a perfectly good pair of polarised, non dorky glasses for $30.

My instinctive reaction was that the specialist retailer was a rip off merchant, but on reflection, he was not catering to mean old buggars like me, he was catering to the young hip crowd, who saw value in the brand name, and fancy curving design. There was value for them in the extra $120, the value of being seen in an expensive pair of sunnies, the feeling it gave them of being able to pay that much for something to sit on next week,

The value was not counted in the dollars, it was in another set of forms, ones I did  not value in this instance.

There is some sort of scale in our heads that measures ‘value’ to us, which will differ for each individual, and set of circumstances. The scale goes from the pure utility derived from the product, to an entirely emotive response.

The specialist retailer was not selling just sunnies, they were selling a feeling, and a sales experience, the street cred that comes from an expensive brand. The sense of ‘value’, whatever it may be made up of, makes the extra $120 for some, a good investment. That feeling comes from the context of the sale in the specialist retailer, combined with the investment made by the brand owners in building their own ‘brand story’.

In every purchase there is a trade-off between pure utility, and the price paid. The point of intersection is the value a buyer sees in that purchase at that time. A brand is the carrier of that value.

The pharmacist who got my money was just supplying me with the utility of sunnies. I wanted only to keep the glare of the sun out of my eyes, branding added no emotional value at that time, the value to me was entirely in the utility.

What can we learn from our kids about brand building?

What can we learn from our kids about brand building?

 

Kids understand stories, it is the way they learn, the way they absorb the lessons of the past for later use.

Why don’t we use this instinctive capability more often in our marketing?

Take your kids to the pantomime, they love it.

They get excited every time the villain comes on stage. They boo, yell warnings to the hero, and hop up and down in frustration when the hero looks around as the villain hides.

Why does this matter?

When building a brand, you have to make choices. Who is your brand for, and just as importantly, who is it not for?

If you can explicitly state who your brand is not for, then those for whom it is for, will rally around and support it against the villain.

Simple stuff, hidden in the instinctive responses in our brains.

Watch your kids at the panto, and learn how to build a brand.

Define the villain, and the kids will cheer for you.

 

 

 

 

The single word that delivers sustainable profitability. 

The single word that delivers sustainable profitability. 

That single word used to be ‘Brand’, but no longer, despite the role of intangibles in the market valuation of an enterprise.

With the tectonic changes in business models over the last 25 years, it seems the focus has moved to ‘Control‘. This change applies even when considering the legacy business models of the last century that are being renovated to meet the demands of this century.

You can tell the value of your brands, and intangibles more generally, if you look at your balance sheet and apply an ‘industry standard’ multiple to net assets. The difference between that number, and the saleable price of the business is the value of your intangibles. If it is a public company, the market value is simply the current stock price, but more complicated if the enterprise is not listed. However, the accountants will tell you there are benchmarks depending on the industry and your position in it. Their valuation will usually be a single figure multiple of the free cash flow, plus the recoverable value of assets.

That calculation simply does not compute with the stratospheric valuations of the successful tech companies around, or the volatility of their stock prices, so something is missing.

A few of the ‘old industry’ businesses with deep branding, also defy that quantitative logic, but not many. P&G’s Tide detergent in the US, Vegemite here in Australia, Coca Cola, and a few others defy, for the moment, the trend to homogeneity.

The common theme amongst those whose valuations defy the accountants calculations, largely the ‘new age’ unicorns, is captured by that single word: Control.

They all have some level of control over the value chain that reaches the end customer.

Remember Netscape? It was the original web browser that delivered smooth browsing to web walkers. It was sensationally successful, paving the way for the web trawling we all now just accept as a normal part of life. Killed off by Microsoft, who at that time had a virtual monopoly over peoples PC’s via MS Office. Microsoft simply bundled Explorer into Office, free, and whammo, Netscape is dead. Microsoft controlled the distribution channel, so was able to squeeze out Netscape.

Domestically, the NSW dairy industry used to be a regulated monopoly, delivering monopoly power to the designated processors via control of the distribution channels, supposedly for social reasons. That monopoly ensured that there was no innovation, and nothing that would disturb the comfortable monopoly was allowed, until economic logic shone through, and deregulation occurred. In a day, deregulation demolished the control the processors had over distribution, and handed it over to those with the control of the channels: supermarket retailers.

That sudden change, for which the processors were largely unprepared despite years of warning, led to the current situation where there are now no domestically controlled dairy processing companies of any real scale.

Spotify, a genuinely innovative platform that has changed, again, the way we obtain our music, relies on Apple for its distribution via the Apple App store. It seems Apple is actively pushing Apple music, so the future of Spotify must be at huge risk, unless they can find a way to gain control of their distribution channel. Apple will squeeze them to death over time, and take not just the subscription revenue from the consumer, but also squeeze down the royalty payments to the music creators at the other end, building monopoly margins.

Nice work if you can get it! 

Supermarket retailers around the world have played the same game for ages, nowhere better than Australia, where the two gorillas control somewhere around 70% of FMCG sales to consumers. Proprietary brands have all but disappeared, and most of those that remain have little real value, as the customers have been taught to buy on price by the retailers house brands. This has squeezed proprietary margins by restricting access to the consumers.

Monopolies are great, when you are the monopolist, oligopolies are almost as good, and when you reach unstated arrangements with the other oligopolist, the margins are terrific. Just look at Australia’s banks, who collectively are the most profitable in the world as a % of GDP. Their profits are boosted by the lack of competition, and small regulated number, while their duty of care to customers becomes almost irrelevant, despite their protestations to the contrary. Let’s not talk about Australian petrol retailing, another example of profitable oligopoly control.

Amazon controls a huge chunk of the on line market by direct access to consumers. Third party products sold via Amazon that are successful find themselves faced with Amazon branded competitors very quickly, as Amazon knows more about your financials than you do, and controls the relationship with customers. They will suck out the margins, competitive advantage and shareholder value.

The lesson: build vertical control of your distribution channels into your business model.

In years to come, there will be no alternative.

It will be expensive, and risky, and certainly different to the model those of us over 40 grew up with, but that is the new world of vertical competition we now live in.

 

Does your packaging tell a story?

Does your packaging tell a story?

You can have the best product in the world, but if the packaging is inconsistent, out of place, bland, and does not accurately describe the product, or what a consumer might be expecting, it will not get bought.

Jeans and T-shirt will normally not get you entry to a black tie event!.

As I wander around supermarkets, I regularly see packaging that has  been designed to appeal to the designer, or perhaps  the product manager, rather than telling a story about the product to the consumer, the one being assailed by messages inside and outside the store.

The design may be artful, it might meet the regulatory standards, and it almost certainly has a logo prominent somewhere. However, does it stand out on shelf, does it deliver a message to a busy and stressed buyer who does not really care about your artful design, but just wants to get what she (and it is still almost always a she) needs, so she can get on with it, and get out of the store as quickly as possible.   

A really good test is to put a package in front of people who do not read English, and have a translator ask them to describe the product, and what benefit it delivers. Fail that test, and back to the drawing board you go.

Pack design is a part of a process, the make or break part when it comes to consumer trial.  Developing and launching a product, even a line extension is a significant investment, don’t you think it should be given the best chance possible to succeed, to be selected off the shelf, and to deliver a return?

Next time do not do the pack design at the end of the development process, do it at the beginning. Sending it out to a ‘designer’ at the end of the development process, looking for a quick turnaround and cheap price,  could end up being the most expensive piece of design you ever did. Failure to grab attention, and encourage customer trial will make that cheap, quick, but artful pack design, a really dumb idea.   

When you need help thinking this all through, call me.

PS. Bet nobody nicks my grandaughters lunch again!!