Are you minding your packaging?

June 21, 2015

The smartest brands know that having an awesome product/service is important but how you present that awesome product or service matters too.  Yes, it probably costs more. And yes, it means you have to keep upping your game. So there’s risk and cost in making that choice. But it’s what separates the premium brands from their competitors.

Here are two of the world’s best brands and example of how seriously they take the simple presentation of their product.  Check out how Disney presents their MagicBands and Apple is sending out its new Apple Watch.

This is how Disney mails out their MagicBands.

This is how Disney mails out their MagicBands.

 

Inside the box is your personalized MagicBand -- in the color you selected and with your name printed on the inside of the band.

Inside the box is your personalized MagicBand — in the color you selected and with your name printed on the inside of the band.

 

This is the packaging for the Apple Watch.

This is the packaging for the Apple Watch.

 

And finally, you get to your new watch.

And finally, you get to your new watch.

 

In every case — the anticipation of actually getting to the product (and keep in mind with the Disney MagicBands — the bands are simply the access point to getting into Disney) heightens the experience of getting the actual item.

They don’t have to go to the extra lengths — but they do. Which triggers even more buzz and loyalty for their brand.

So — how can you, no matter what you sell, use anticipation and packaging to elevate your brand and create more buzz?

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When you set the bar — better keep your eye on it

March 20, 2012

In almost every category, there’s a champion.

Apple, Harley Davidson and of course…Disney. Each of these brands set the bar. They’ve defined excellence and their competitors struggle to catch up.

They are the gold standard.

An enviable position to be sure. Or is it?

Last week, we spent our Spring Break in Orlando.  If you’re a regular reader — you know this is not new territory for me.  In fact, I’ve been to Walt Disney World at least once a year since it opened in 1971.  It’s a magical place for me and no one is more pro Disney than me.

One of the elements of Disney that I love the most is their commitment to customer service.  They call it Disney friendly and it is something to behold.  (They even have an institute dedicated to teaching it to others)  We love catching Disney cast members creating what we’ve deemed “a Disney moment.”  A kid licks the ice cream right out of his cone.  A cast member runs and gets him a new cone.  A room is not ready when promised.  A cast member gives the entire party free passes to the parks.  A reservation is messed up.  Cast members send up a beautiful chocolate Mickey.

But lately — we’ve noticed fewer and fewer Disney moments.  In fact, we’ve noticed that Disney cast members are behaving more and more like ordinary employees.  I don’t know if it’s because they’re running leaner on staff or if they’ve cut back on the training — but somewhere along the way, some of the cast members have forgotten that while it’s a regular work day for them, it’s a dream of a lifetime day for the guest in front of them.

Seems like the bar is slipping a little.  At the same time, Disney’s competitors, chiefly Universal Studios and Sea World are stepping up their game.  We crossed over to the dark side and visited Universal Studios (we wanted to see the Harry Potter park) this trip.  I don’t know if they stole Disney’s best employees or just their best training program — but the Universal employees couldn’t have been more exceptional.  They were delivering “disney moments” left and right.  The theme parks were nothing extraordinary — Disney still has them beat there, but from an experience point of view — the little guys have been learning from the champ and are starting to clean their clock.

What’s the marketing lesson in all of this for us?

If you are the market leader and you’ve defined excellence — you have everything to lose.  You cannot sit on your laurels.  You need to find ways to keep the passion for delivering that excellence alive and well in your employees.  You have not only set the bar but you’ve set your customer’s expectations.

I’m no longer surprised by Disney moments… I expect them.  And while I still enjoy seeing them, they’re a given for me.  So when they are not there — it is a deficit that I notice.  And it is a deficit that gets talked about.  (Bad word of mouth)

If you’re not the market leader — the lesson is — keep pushing.  The guy in the front of the pack may grow weary or hit some sort of bump that will allow you to surge ahead of them.  Don’t assume you can’t have that lead position.  When you over-deliver, it is a surprise and delights your customers.  And it will get talked about.  (Good word of mouth)

If you set the bar — mind the bar.  It’s yours to keep or lose.  And how that plays out is completely up to you.

 

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What can the average Joe learn from Steve Jobs?

October 10, 2011

I can’t remember a world mourning the loss of a business leader like we’ve witnessed this past week after the announcement of Steve Job’s death.  The fact that FEEL the loss, that we GRIEVE this man’s passing and that we WORRY that no one can take his place tells you something.

What other business leader do you have genuine feelings for?  What other CEO’s speech did you search for on YouTube?  For me, the answer is no one.

As I read, watched and listened to the many eulogies and memorials written for Steve, I kept thinking — but how does who and what Steve Jobs was all about relate to you and me?

Odds are, we aren’t going to work for a company like Apple.  We aren’t going to bring products to market that literally re-define the category.  We aren’t going to have hundreds of thousands of people downloading our “state of the company” addresses.

So what’s the take away?  Other than loving our Apple products and marveling at how they’ve changed our behaviors and habits — how can we emulate the legacy of Steve Jobs when we’re just average Joes?

I believe that Steve Jobs was genuine and that he would have been the same Steve Jobs had he run a hardware store or worked in obscurity for his lifetime.  Here’s what I think he would have been like, no matter what, and what you and I can strive for:

He believed with his whole heart in what he was doing: There were plenty of naysayers and we all seem to forget that Steve and Apple had a falling out.  But he believed in it to his core.  He believed in it enough to go back and try again.

How about you?  Do you believe in your product/service to that degree?  If the company fired you…. would you fight to get back there to finish what you started?

He understood the power of simplicity: Whether it was a speech or a product, Jobs boiled things down to the essential and then made it easy for us to grasp.  He didn’t blather on — he told us a story that led to one core message that we could remember and re-tell.

Take a look at your website, your brochures, your sales proposals and your presentations.  Are you trying to shove five pounds worth of information and bullet points into a one pound bag?  At a glance… could I tell you the most important takeaway?

He knew you couldn’t fake it long term: The man was who he was, warts and all.  He didn’t try to be anything different.  He knew he couldn’t sustain it.  He didn’t wear ties because a meeting was important.  He didn’t hide his giddiness over a new product because it would be unprofessional.  He wore his heart on his sleeve because he understood that for many people — he was the brand.  And brands are all about consistency and trust.

If I visit your office, your website or your home — do I see the same person?  Do I recognize the same values and beliefs?  Even if you don’t own the joint — surely you want to work for a company that shares your values, don’t you?  Do you not allow your business contacts to be Facebook friends because they might see something you don’t want them to?

He understood marketing: Watch this very old and so so quality video as a very young Steve Jobs talks about marketing and brands.  He got it.  I think much of his success can be tied to his understanding that every company, big or small, needs to stand for something.

If you asked your clients what your company was all about — would they list what you sell or would they talk about what you believe?  (Email subscribers — click here to watch the video)

[youtube]http://www.youtube.com/watch?v=vmG9jzCHtSQ&feature=channel_video_title[/youtube]

No matter what you do — you can bring a little of Steve’s heart and business acumen to your work.

Godspeed Steve Jobs — thanks for reminding all of us how it should be done.

HT to our friends at brand dna for reminding me that this video was worth sharing.

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If you look just like your competition…

July 21, 2011

photo3
…Windows version of the Genius Bar

…then how will I know it’s you?

I was at the Mall of America earlier this month and came upon a Microsoft Windows store.  I’d never seen one before, so we wandered in.  And it wasn’t a Microsoft Windows store.

It was an Apple Store with Microsoft products in it!

Right down to the Genius Bar — they’d copied everything.  That’s hardly the way to build your brand.  In fairness…they did have the hardwood floors and the stools.  So that’s a little different.

But other than that — you name a feature of the Apple Store — and it was there.  (minus the cool products of course…they don’t sell Mac stuff!)

I’d contend that if you don’t have a better sense of who you are and how both you and your customers are different — you have some brand homework to do.  Before you open up shop.

photo1
Oh look, people playing with tablets and laptops

 

 

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Apple is the most valuable brand

May 15, 2011

 

Screen shot 2011 05 11 at 6 54 37 PM

In 2010, global technology brand Apple surpassed Google to become the most valuable brand in the world, according to “Brandz Top 100″ from Millward Brown and Optimor. Apple increased in value by 84% to $153.3 billion.

 

 

 

Interestingly, technology companies took four of the top five places, including the first three, on this year’s list. They include 2009’s top brand Google coming in second with a value of about $111.5 billion (down 2%), IBM falling from second to third even as its value rose 17% to $110.8 billion, McDonald’s jumping from number six to number four as its value grew 23% to $81 billion, and Microsoft slipping from number four to number five, with 2% growth to $78.2 billion.

Take that HP Slate and Lenovo’s IdeaPad.

 

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Why would you want to enchant someone?

March 11, 2011

enchantment drew mclellan
Guy Kawasaki’s enchanting new book

As you know, I talk about creating love affairs with your customers a lot here on the blog.  Why do I think it’s so critical?  Let’s look at how people behave when they’re in the bloom of a new love.

  • They find the other person intoxicating — they crave more.
  • They can’t help themselves.  They talk about their new love all the time.  To everyone and anyone who will listen.
  • They are very forgiving of missteps or mistakes.
  • They want to be good and helpful to their new love — what matters to that person suddenly matters to them as well.

Now translate that back to a customer, donor, employee, volunteer, boss or vendor.  What organization wouldn’t want those very important people to feel that way towards them?

And keep in mind…this isn’t a one way street.  You have to genuinely treat them the same way.  Or the love is very short lived. At McLellan Marketing Group, we call it creating a love affair.  Guy Kawasaki calls it being Enchanting* in his new book of the same title.  Potato, potato. (You did read those two words differently, right?)

The book’s basic premise is this:  “enchantment is not about manipulating people.  It transforms situations and relationships. It converts hostility into civility and civility into affinity.  It changes skeptics and cynics into believers and the undecided into the loyal.”

Again I ask the same question — what organization wouldn’t want to be able to inspire and instill that spirit?

But as you know, I’m not into books that get us fired up to do/be something without telling us how.  (The former is just mean teasing)  Guy’s books pushes past the why and gets to the how before page 10.  In fact, chapters 2-12 all start with the word “how.”  That’s the sign of a book I can use.

You really need to read this book. (You can buy it by clicking here*) With a note pad and pen at hand, because you’re going to get a lot of fresh ideas that you want to capture.

You can also test your own “realistic enchantment aptitude” and if you want an awesome sneak preview…check out this infographic that Guy prepared.

Enchantment Infographic

*This is an Amazon affiliate link.  While I am confessing, I should also tell you that Guy sent me a copy of the book for free and I swore twice yesterday.  And I just lied.  I really swore three times.

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