Dodo Loves Marketing

During the first fifteen years of life, the carving of these synaptic connections is where the drama unfolds.

From the day she was born, the child’s mind begins to reach out, aggressively, exuberantly. Beginning at the center of the brain, every neuron sends out thousands and thousands of signals. They are trying to talk to one another, to communicate, to make a connection. Imagine every one alive today simultaneously trying to get in touch with 150,000 other people and you will get some idea of the wonderful scale, complexity, and vitality of the young mind. ..more

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How much of you can be changed?

If you hate meeting new people, can you learn to love the icebreaking with strangers? If you shy away from confrontation, can you be made to revel in the cut and thrust of debate? If the bright lights make you sweat, can you be taught to thrill to the challenge of public speaking? Can you carve new talents?

Many managers and many companies assume that the answer to all these questions is “Yes.” With the best of intentions they tell their employees that everyone has the same potential. ..more

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The plan that you use must be:

• clear and specific in its content
• easily understood by all who use or see it
• capable of accepting changes at both a detailed and broad level, and
• capable of being used to monitor what’s actually happening.

The simplest forms of the project plan that will do this for you are:

The Gantt chart, and The Critical Path network. ..more

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In a process-orientated company, many of these new performance indicators used in benchmarking and elsewhere are non-financial. That is, they will focus management’s attention upon the truly critical areas of performance — i.e. those that drive profitability and align the business unit with its strategic goals. In the case of marketing logistics, we might expect to see metrics that capture such things as customer satisfaction, flexibility and employee commitment. Management meetings should therefore begin their agenda not with the financial review — that will come later — but with a review of non-financial performance indicators. These will necessarily differ between organisations, but may include: ..more

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Required steps are useful only if they do not obscure the desired outcome.

Mark B., a manager in a large consulting company, was taking the four P.M. flight from New York to Chicago. His plane had already left the gate and was lumbering over to its designated runway. Suddenly_ the captain’s voice crackled over the intercom, announcing: “There is a weather ground stop at O’Hare. At this time, no planes are taking off or landing. Some delays may be possible. We’ll let you know as soon as we hear anything.” ..more

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Level 3: At this level customers expect partnership. They want you to listen to them, to be responsive to them, to make them feel they are on the same side of the fence as you.

Service businesses have long realized the importance of this partnership expectation. That’s why Wal-Mart positions hearty senior citizens at their front door to smile a welcome and remember names. That’s why all airlines create loyalty clubs offering special treatment to frequent fliers. And that’s presumably why video stores offer a “staff picks” section: “We’re like you. We watch videos, too.” ..more

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Required steps only prevent dissatisfaction. They cannot drive customer satisfaction.

You, and every other employee worth his salt, want to do everything in your power to build a growing number of loyal customers. You want to take prospects, who have never tried your product or service before, and turn them into advocates. Advocates are customers who are aggressively loyal. They will not only withstand temptations to defect, they will actively sing your praises. These advocates are your largest unpaid sales force. These advocates, more than marketing, more than promotions, even more than price, are your fuel for sustained growth. ..more

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Everyone has talents—recurring patterns of thought, feeling, and behavior that can be applied productively. Simply put, everyone can probably do at least one thing better than ten thousand other people. However, each person is not necessarily in a position to use her talents. Even though she might initially have been selected for her talents, after a couple of reshuffles and lateral moves, she may now be miscast.

If you want to turn talent into performance, you have to position each person so that you are paying her to do what she is naturally wired to do. You have to cast her in the right role. ..more

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Although great managers are committed to the concept of “fairness,” they define it rather differently from most people. In their mind “fairness” does not mean treating everyone the same. They would, say that the only way to treat someone fairly is to treat them as they deserve to be treated, bearing in mind what they have accomplished. Jimmy Johnson, the coach who led the Dallas Cowboys to two Super Bowl rings and who now manages the Miami Dolphins, captures their atti_ tude toward “fairness.” He made this point in a speech to the Miami players immediately after taking the reins from Don Shula: ..more

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There’s a great deal you can learn from spending time with your strugglers. You can learn why certain systems are hard to operate. You can learn why initiatives are poorly designed. You can learn why clients become unhappy. And over time, you can become, as some managers are, highly articulate in describing the anatomy of failure and its various cures.

Ironically, none of this is going to help you understand what excellence looks like. You cannot learn very much about excellence from studying failure. Of all the infinite number of ways to perform a certain task, most of them are wrong. There are only a few right ways. Unfortunately you don’t come any closer to identifying those right ways by eliminating the wrong ways. Excellence is not the opposite of failure. It is just different. It has its own configuration, which sometimes includes behaviors that look surprisingly similar to the behaviors of your strugglers. ..more

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The language of “average” is pervasive. Reservation centers calculate the “average” number of calls a customer service representative can handle in an hour. Restaurant chains project staffing needs by estimating how many servers are needed to staff the “average” restaurant. In sales organizations, territories are divided up based on how many prospects the “average” salesperson can handle. “Average” is everywhere. ..more

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Each year, buoyed by the hope that leaders are made, not born, tens of thousands of budding executives traipse off to leadership development courses. Here they discover the many different traits and competencies that constitute the model leader. They receive feedback from their peers and direct reports, feedback that reveals the peaks and valleys of their unique leadership profile. Finally, after all the learning and reflection is complete, the hard work begins. Each willing participant is asked to craft a plan to fill in those valleys, so that he can reshape himself into the model leader, smooth and well-rounded. ..more

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Sooner or later every manager is asked the question “Where do I go from here?” The employee wants to grow. He wants to earn more money, to gain more prestige. He is bored, underutilized, deserves more responsibility. Whatever his reasons, the employee wants to move up and wants you to help.

What should you tell him? Should you help him get promoted? Should you tell him to talk to Human Resources? Should you say that all you can do is put in a good word for him? What is the right answer? ..more

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Sixty-two percent of U.S. households purchased candles in 2003, down slightly from the 65 percent who purchased in 2001. That makes candles the second most widely purchased home product category, after stationery and greeting cards. With nearly two-thirds of American households buying candles in 2003, there is little new growth available in the marketplace. The simple fact is the candle market has reached a plateau and further growth will be hard for marketers and retailers to come by easily.

Candles and Candle Accessories Snapshot

Since 2000, retail sales of candles have dropped 12.2 percent, while sales of candle accessory items, such as displays, candlesticks, decorative jar lids, and lighting and extinguishing accessories, have grown 44 percent. Overall the sales of candles and candle accessories were about even in 2002 with sales in 2000. ..more

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Before televisions combine with computers, you would think TV sets would combine with videocassette recorders. You can buy combination TV/VCRs, of course, but most people don’t. Recently we visited a consumer electronics store that had a wall full of such products.

“How are sales of your combination television/VCRs?” we asked the clerk. “Infinitesimal,” he replied.

Nor are many combination washer/dryers sold. Or microwave/stoves. Or telephone/telephone answering machines. Or copier/printer/fax machines. ..more

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According to one famous futurist, “Someday in the near future I’ll be watching Ally McBeal. I like the outfit she’s wearing. So I put my hand on the TV screen and she‘ll interrupt the program and say, ‘Faith, do you like what I’m wearing?”Yeah,’ I’ll say. ‘I like your suit.’ And she‘ll say, ‘Here are the colors it comes in.’ I’ll tell Ally that I’ll take just navy or black, maybe both. And she‘ll say, ‘No you won’t, Faith. You’ve already got too many navy and black outfits in your closet right now. I think you should try red this time.’ And I’ll say okay, and the next day the red suit is delivered, in my size, to my home.” ..more

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Everyone talks about convergence, while just the opposite is happening.

Whenever a new medium hits town, the cry goes up, “Convergence, convergence. What is this new medium going to converge with?”

When television hit town, there were stories everywhere about the convergence of TV with magazines and newspapers. You weren’t going to get your magazines in the mail anymore. When you wanted an issue, you would hit the button on your TV set and the issue would be printed out in your living room. (We don’t make these things up. We just report the facts.) ..more

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About one-fifth of households reported buying a figurine or sculpture in 2007, about the same as in 2003. A popular gift item for collectors, figurines often carry a greeting or social expression that makes them perfectly suited to gifting or as a remembrance. Figurines have been popular collectibles in the past, with lines such as Precious Moments and Hummel passed from generation to generation. But today, figurine collectibles are looked upon with disdain by many as something that one’s grandmother liked, but not something for me. ..more

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Law firms are rarely considered cutting-edge organizations, but with their use of graded levels of achievement, they are far ahead of most companies. Although all lawyers are free to choose more conventional career paths—moving into the management of other lawyers, perhaps, or becoming a legal generalist for a corporation—these levels of achievement provide lawyers with an alternative, but equally respected, path to growth. It is a path that offers them both the opportunity to become experts and a simple way to track their progress. ..more

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Even if you thoughtfully examine the match between the employee and the role, you’ve still got a problem. No matter what conclusion you come to, the employee will invariably want to move up. The employee will want to be promoted. Every signal sent by the company tells him that higher is better. A larger salary, a more impressive title, more generous stock options, a roomier office with a couch and a coffee table, all this and more awaits the lucky employee on the next rung on the ladder. No wonder he wants to move up. ..more

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