19 September 2019
It’s no surprise: we all work hard to ensure our departments and companies are running as lean as possible, building flexible teams of multitaskers. The upside? The latest user-friendly technology and trends make it easier than ever to do things yourself. The technology is amazing. Things that less than a generation ago required teams of professionals or months of effort—from animation to finding a relationship—now can be programmed, automated and executed at the touch of a button. Or a swipe on a touch screen. It’s a brave new world. What a time to be alive (and all that). Less than sure about how to use all these new tricks and toys? Good news: there’s probably a video tutorial, cheat sheet or simple hack just a few keystrokes away. But is the do-it-yourself route the best thing for your company? We see the DIY urge most often in specialized disciplines, or where final results or performance expertise can be highly subjective. Why hire a professional photographer when somebody already on the team has a perfectly good camera? Who can really say that John’s homemade eggrolls aren’t as good as the caterer’s? To make do with the assets you have—they seem experienced enough, right?—is a tempting choice. But before you decide to trust an enthusiastic amateur with a professional job, consider: Are the savings worth the hidden costs? What you save upfront in professional fees may get eaten up by lost time or compatibility issues with other systems. The web design your neighbor’s friend can do on the side might look spectacular. But can it connect to your inventory system? Is the quality the same? Some basic tasks, like uploading a video or social post, are either completed or they’re not. But most projects in this business need to perform to a higher standard. A repaired computer that works but runs slowly causes inefficiency and costs you money. A product spec sheet with great copy but factual errors can cost you a sale. Or a customer. Can you count on delivery? People tend to give priority to assignments that are the most important … to them. A good product at a fair price is of no value to your operation if you don’t have it when and where you need it. There’s a story about a famous photographer at a dinner party. After the main course, her host comments, “I’ve admired your work in many magazines. You must have a terrific camera.” The photographer replies, “I enjoyed the dinner. You must have a great stove.” If there’s an app for that, maybe you technically can do anything. If there’s a friend of a relative who knows someone who can help, maybe they’re the asset you need. Maybe not. But nobody can do everything, at least not well. And not when your success—and your reputation—are on the line.
05 August 2019
Ask most business owners who their customer is and they’ll likely point to demographic characteristics or the different types of media they consume to support their answer. While these data points always are important, they’re just that—data points—without a more intimate understanding of what drives your customer to make a purchase decision, and more important, when she or he is likely to make it. It’s true … we live in a brave new data-driven world that is stunningly (frighteningly?) easy for both ecommerce companies and mass retailers to collect granular details about shopper habits. Data that they can then use to generate insights on their customers’ habits and behavioral attributes. How do you compete with that technology if you’re in one of those businesses where you can’t obtain a deep customer profiles? Or simply don’t have access to that level of in-depth detail? We encounter this data disconnect particularly with consumer or in-home services brands. Accurate information is even harder to come by in categories where the sales cycle is longer or more considered, or when purchases are driven by a specific, perhaps acute, need. This is key—because if you don’t truly know who this customer is, if you’re not targeting the type of customer appropriate for your brand, you risk losing them to a competitor who is. So are these companies destined to be left behind in the data revolution? Not if they use data for what it does best, and trust themselves to continue doing what they’ve already proved they do best. While it’s not easy to create the perfect data model of your customers, there are still ways to better understand them. The right answers start with asking the right questions: • What problem is your customer trying to solve? • What other solutions have they considered (or will they consider)? • What information do they need before choosing? • Where do they get that information? • Do they do their own research, or do they rely on referrals from family, friends or social networks? • Do they simply follow the brand they perceive to be the market leader? • Which customers are selecting your competitors over you, and why are some leaving you altogether? By answering these questions, marketers in less data-rich categories can build a better understanding of their specific customers. Even better, that puts them in a position to target the right customer with the right message—at the right time.