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One of my steps in working with a client is that I like to put together their Marketing calendar to understand what they have on the table, events, conferences, advertisement, flyers, etc. They usually have some type of marketing in place, and we are looking at improving the system not dismantling it. After the marketing calendar has been constructed, I start moving, sometimes just the post-it-notes from a chronological order to a marketing flow stream based on the customers' viewpoint. We could even call it an assessment, but initially I am just on a fact finding mission, in Lean terms = Current State Map. The next step in the process is diagramming this current state map and in Duct Tape Marketing terms, their Marketing Hourglass.
However, this week the procedure took a strange turn. I completed the process but I happen to know one of the client's customer very well. So, after constructing this hour glass with the new client, I was able to sit down with his customer and my friend and map the process from the customers' point of view. Voice of Customer seems to an over-used word in our industry but this was one of my best experiences. We actually pulled the clients file from the customers file cabinet, reviewed the folders on his computer including e-mails and bookmarks. I then laid out all the marketing material that had accumulated, highlighted and even taking note of the bent corners in the catalog. This was all followed by an interview.
Of course, my sample size of 1 is not a good indicator. The key to this process was the awaking to the client and myself on what the customer valued and what his procedure was in making the decision. His process was simply different. We talk about going to Gemba and walking the walk from the customers' point of view, but do we? How much non-effective marketing could you save by doing this? How much effective marketing could you implement?
P.S. Use a larger sample size.
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Another word for Marketing - How about Voice of the Customer?
What happens when you have the best marketing system(Duct Tape Marketing) in the world, the best marketing plan,the best advertising, the best referrals, the best public relations and you still lack sales! Find out why you may not need any of these things and how changing one simple thing could bring you a flood of new customers.
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Last week I wrote a blog post stating that I thought that Seth Godin was experiencing a lean transformation
. I alluded to the fact that I thought John Jantsch, author of Duct Tape Marketing, was headed down the same path. After reading John's blog post in the American Express Open Forum. I'm convinced! He said the other week he went kayaking in Coeur d'Alene. I think he went to a Lean Transformation workshop. Here is why:
John said:
1. You've got to deal with where you are now and plan transitions that make sense for your culture, customer, and message or you're destined to fail..(Lean Culture)
2. Make it so simple that anyone can tell it….(Value Stream)
3. Questions, or a process of using key questions to produce answers..(VOC).
4. If you don't hold every initiative accountable you can't make your plan work..(Muda!)
5. Begin to spot the places that are causing friction and thereby slowing momentum..(Theory of Constraints)
6. Commit time and resources to things that are clearly counterproductive..(More Muda)
7. Commit to correcting the course..(Continuous Improvement)
8. Meet at least every six weeks to renew your..(Kaizen)
I encourage you to read his entire post. Is this Lean Marketing? His 7 steps, are equivalent too..
1. It's not about the plan = Lean Culture
2. Deal with today's reality = Current State Map
3. Look for the Right Answers = Voice of the Customer
4. Simplify Meaning = Value Stream Map
5. Monitor Friction = Lean Metrics
6. Take out the trash = 5S or Muda
7. Guess Again = Kaizen
So, do you think he was kayaking or do you think Seth Godin and John Jantsch snuck off and found the Marketing Gemba!
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Readers of my blog have read my explanations of the Lean Marketing House and how your Marketing Channels determine your number of pillars and the size of each. You can suffice with just one pillar if it is big enough and strong enough to hold up the roof but the other day I realized that I had forgotten to describe what I will now call the Forgotten Pillar. Continuous Learning in the Lean Marketing House means the Ultimate Marketing System. This is a term coined by Duct Tape Marketing and actually includes their workbook and CD's explaining their system. Most marketing plans and systems fail if adequate training is not provided.
Lean Six Sigma Practitioners always realize that the training is what makes the processes work. Without, old habits stay the same and new habits are never developed. Nor are these new habits expanded to the greatest extent. It happens in marketing too. Marketing that works today is all about authenticity, customer touch points and the connection of those touch points. You have to be everywhere, but you also have to be you. Perfect marketing is less important because people really are seeking you. Even from an organization viewpoint, they are expecting a human and personal experience.
How do you go about creating this new wave of marketing in your organization? My advice is that you have to create a continuous learning cycle within your company. This is best done by starting out with a learning system, a structured program and a Marketing coach. This is self-serving to say the least, but it is what I truly believe.
I use the Duct Tape Marketing System as the learning system and the structured program to get someone started. I am not going to go through the entire program, you can do that here, but it will set you on the road to success and provide a foundation for you to build from. Without going through these necessary steps, you will never fully defined your marketing needs and just continue to respond to the marketing idea of the week. I cannot tell you how many phone calls I get weekly a call from an Ad Rep telling me about the next greatest deal. Please take note: It's not about the money, it's about the target!
Now, the coach is pretty important. I am not going to talk about that even Tiger Woods has a coach, or you need someone to keep you on track, hold you accountable and all that garbage. I am going to discuss about someone that has been there done that in the real world. I am also going to mention another cliché: Talk the talk and walk the walk. I can only talk for myself, I walk my system. I believe in the Duct Tape Marketing philosophies. I practice them. If you think that is not true, just look at my Tag cloud on my blog. Look at my Alexa score, Hubspot rating and Twitter feeds. They are better than the vast majority of corporations and certainly better than most individuals. Why is that? I simply follow the practices that John Jantsch of Duct Tape Marketing has taught me. Have I added a few tricks of my own? Certainly - Authenticity, Personalization, Differentiation and building your Core Message is what I have learned in my Continuous Learning cycle. What can you gain from that expereince? You will simply short-circuit your learning curve by having a coach on board!
Do you have Continuous Learning going on in your Marketing?
How do you decide on your marketing budget?
1. Set preliminary budget based on tasks decided upon.
2. Estimate competitors' budget and adjust accordingly.
3. Prepare budget document with rationale of expenses.
4. Use percentage of Sales
The most common method is using percentage of sales. However, what happens if sales go down? The problem you are trying to correct already has less money to begin with. However, it is used time and time again. When using that method, I think many look simply at the industry norm, which is a certain percentage. Take that percentage times your annual revenue. For example:
Annual sales = $1,000,000
Marketing % = 7%
Annual Exp = $70,000
Monthly Exp = $5,800
After that simply take that number and split it up between, what we call the Lead Generation trio: Advertising, PR and Referrals. Even that is probably not that true, because we seldom count referral and PR into our budget. I typically see a calendar with the major promotions scheduled out for about 90 to 180 days and the next 30 to 60 days completed with the smaller promotions. There will be a mix of radio, print, TV, direct mail, displays, etc., most directed at gaining new customers. In recent years, there have been better efforts at extending into our existing customers and tailoring efforts in maintaining them. Further steps have been made towards specific referrals programs developed. They have proven to be highly successful. I would like to take you a step further.
In previous conversations, I have alluded to the Duct Tape Marketing method of Know, Like, Trust, etc and in fact developed my Lean Marketing House with this column being the pillars of the house. But what if you took your budget and developed around this pillar. Take your marketing dollars and define what you are willing to spend to get a customer to know you, like you, trust you, etc. The easiest way to start is to use your past six months. I think it might be quite alarming to see where the money has been spent.
Do you think the same marketing dollars should be spent on getting to know a customer instead of trying to get someone to repeat or refer? Once, you capture a person, learn how many dollars are being spent trying to get them to like and trust you. Or do you leave it to chance?
Outstanding performance is one of the keys to personal and professional success that I discuss in Straight Talk for Success. If you want to become an outstanding performer, you need to do three things. First, stay on top of your game by becoming a lifelong learner. Second, set high goals and do whatever it takes to achieve them. Third, get organized. Manage your time, life and stress well.
We had a rainy Memorial Day weekend in Denver. I was home and a little bored on Monday. When I’m home and bored I often turn on ESPN. When I turned on ESPN Monday afternoon, I caught the last 10 minutes of NCAA Men’s Division 1 National Championship Lacrosse game between Cornell and Syracuse.
It was quite a game. When I turned it on, Cornell was winning 9 – 6 and seemed in total control of the game. Syracuse scored three goals in the final four minutes – the last with 4.5 seconds left in the game. They won in overtime.
What does this have to do with high performance and career success? Plenty in my mind. Both teams had a goal of winning the national championship when the game began. For 56 minutes, it appeared as if Cornell was going to win. However, the Syracuse guys dug deep and made some incredible plays to first tie, and then win, the game.
The game tying goal was part athleticism, part grit and part luck. The game winner was a combination of great, aggressive defense and good offensive passing. In the end, the Syracuse players and coaches did what they needed to do to accomplish their goal of winning a second straight national championship. Good for them. They overcame seemingly insurmountable odds. It was fun to watch, as I had no rooting interest for either team.
The common sense idea here is simple. Successful people are outstanding performers. Outstanding performers set high goals, and then do whatever it takes to achieve them. On Monday, the Syracuse Lacrosse team demonstrated the tenacity it takes to achieve high goals. They won the national championship in dramatic fashion. They never quit. They kept working until the end. They made the most of a fortunate deflection. We all can take a lesson from them on what it takes to achieve high goals.
That’s my take on the Syracuse lacrosse team’s second national championship. Did you see the game? What do you think? Was it luck, hard work, a never give up attitude, or all three? Please leave a comment sharing your thoughts with us. As always, thanks for reading.
Bud
Last month, I wrote a blog post called "Hiring a consultant, can I see your marketing plan? " and to summarize I said: "If you are thinking about hiring a marketing consultant or a coach, it is very easy to qualify them, ask them, "Can I see your marketing plan?" That will send some shimmers through them."
In all fairness, the question would be, Can I see yours? I wrote it, made a couples of relatively minor changes by not revealing present customers but I have exposed it for the entire world to see on the Marketing Plan Pro website .
An excerpt from the Goal section of the plan:
Personal Goals:
Business Goals:
Strategic Goals:
Tactical Goals:
Why I am being so transparent, a quote that I saw the other day pretty much sums it all up:
"Ideas are a dime a dozen. People who implement them are priceless." — Mary Kay Ash
Outstanding performance is one of the keys to personal and professional success that I discuss in Straight Talk for Success. If you want to become an outstanding performer, you need to do three things. 1) Become a lifelong learner. 2) Set high goals and do whatever it takes to achieve them. 3) Get organized manage your time, life and stress well.
I take my own advice – especially when it comes to lifelong learning. I actively seek out people who know stuff that I don’t. (In my case, I don’t have to look too hard as I constantly amaze myself with what I don’t know.)
Last week I attended a boot camp for professional speakers conducted by James Malinchak. James is a great speaker and a master marketer – and he seems to know everybody who is anybody. I learned a lot at the camp.
James is a master storyteller. He told a story about doing whatever it takes to achieve your goals. When he was in high school, James decided that he wanted to get a basketball scholarship to a Division 1 school. Lots of people have this goal; not many of them are willing to put in the work necessary to achieve it.
James did two things. First, he decided to become an outstanding three point shooter. He took some money that he made from a high school job, bought a tape measure, some paint and a paint brush. He painted a regulation three point line on the playground court near his house in Monesson PA. He then spent hours perfecting his jump shot. This worked. His senior year he led his team to the PA state championship, making 75% of the three point shots he attempted during the season. If you know anything about basketball, you know that this is almost unheard of. I might not have believed it if I hadn’t seen a clipping in a college basketball publication attesting to it.
Second, and even more impressive for a high school kid, James chose 50 colleges where he would like to play basketball. He found the names and addresses of the coaches at those schools. His games were on Tuesday and Friday (just like when I was in high school in PA). Every Wednesday and Saturday, James sent the press clippings from the previous night’s games to the coaches of the 50 schools he had targeted. This was time consuming snail mail – there was no internet then. He couldn’t just shoot off an email with a link to the newspaper article.
James got a scholarship to the University of Cincinnati, a big time program. He might have become a pro, but he blew out his knee, ending his competitive basketball career. But don’t cry for James, he’s doing pretty well in his speaking and consulting gigs.
I’m telling you James’ story because it perfectly illustrates my second point about becoming an outstanding performer – set high goals and do whatever it takes to achieve them. James worked on his game. More important, he worked harder at making sure that the people who could help him reach his goal of becoming a Division 1 college basketball player knew who he was and how good he was. In short, he set a goal and did everything he had to do to achieve it. He brings this same passion and determination to his speaking and consulting work.
The common sense point here is clear. Successful people are outstanding performers. Outstanding performers set high goals. They also have a plan for achieving those goals. They work hard implementing these plans. In short, they do whatever they have to do – not want to do, or feel like doing -- to reach their goals. James Malinchak’s story is an inspiring one. He is the kind of guy who will succeed at whatever he tries because he does two things. He decides what he wants to achieve – and then he does everything he needs to do – and more to achieve it.
That’s my take on the importance of goals and the hard work necessary to achieve them. What’s yours? Please leave a comment sharing your thoughts with us. Better yet, leave a comment sharing some of your personal triumphs. We can all benefit from reading about them. As always, I thank you for taking the time to read what I’ve written.
Bud
