I promise to have a new post tomorrow, but in the meantime...
Congratulations are in order for my soon to be former boss Maggie Boland, Arena Stage's Director of External Affairs since 2003. Maggie will be leaving Arena Stage at the end of April to join Arlington's Signature Theatre as their new Managing Director. I think many of else felt that she was more than ready to take this step in her career, and I am glad that the DC theatre scene is not going to lose her. Now she is going to go work for a "competing" theater so I might have to Tonya Harding her before she leaves, but until that time, I can be very proud of her. One of her first responsibilities on the job--attend the opening of Signature's GLORY DAYS on Broadway. What a rough way to start.
Check out the article in Variety.
Thursday, March 27, 2008
Monday, March 24, 2008
Starbucks At it Again...
Greetings...
Spring is FINALLY starting to arrive in Ohio and I am SO looking forward to it. Spring usually means changes are coming and new growth is here...
To that end, my blog post today is about Starbucks. My friends at Customer Evangelists posted a unique discussion about Starbucks and their use of social media.
Many banks are beginning to dip their toe into social media. It has been documented about Chase's use of "virtual branches" in virtual world games, others using Facebook or MySpace to chart into unchartered waters with the millenial generation, however, not many people has truly used social media to help "fix problems." Starbucks has hit many potholes over the past year and their stock has taken the toll and their reputation has been faltering. Howard Schultz, their dynamic former Chairman, is back in charge. Recently, they closed ALL store locations for a 3 hour period for retraining and a brand promise recap for ALL staff across the world. An unprecedented, but very necessary, step to get the Starbucks "house" back in order.
So where do they go from here? What else do they address? What needs fixing? Well, this is the message of my post...they ASKED their customers! Most everyone has some sort of feedback mechanism for customer comments, either cards, emails or website sections. Starbucks launched "MyStarbuckIdea" that collects the ideas of customers (issues, concerns, new ideas, etc.) and puts them up for a discussion and vote (how democratic and revolutionary to truly find out the pulse of the customer base at large.)
As noted by Customer Evangelists, the true test of this concept will be in the follow-through by Starbucks. Will they actually implement voted ideas? Will they provide feedback? Will they actually make changes?
If they do...this could be the turning point for Starbucks...we shall see.
Stay tuned!
Cheers!
Bruce
Spring is FINALLY starting to arrive in Ohio and I am SO looking forward to it. Spring usually means changes are coming and new growth is here...
To that end, my blog post today is about Starbucks. My friends at Customer Evangelists posted a unique discussion about Starbucks and their use of social media.
Many banks are beginning to dip their toe into social media. It has been documented about Chase's use of "virtual branches" in virtual world games, others using Facebook or MySpace to chart into unchartered waters with the millenial generation, however, not many people has truly used social media to help "fix problems." Starbucks has hit many potholes over the past year and their stock has taken the toll and their reputation has been faltering. Howard Schultz, their dynamic former Chairman, is back in charge. Recently, they closed ALL store locations for a 3 hour period for retraining and a brand promise recap for ALL staff across the world. An unprecedented, but very necessary, step to get the Starbucks "house" back in order.
So where do they go from here? What else do they address? What needs fixing? Well, this is the message of my post...they ASKED their customers! Most everyone has some sort of feedback mechanism for customer comments, either cards, emails or website sections. Starbucks launched "MyStarbuckIdea" that collects the ideas of customers (issues, concerns, new ideas, etc.) and puts them up for a discussion and vote (how democratic and revolutionary to truly find out the pulse of the customer base at large.)
As noted by Customer Evangelists, the true test of this concept will be in the follow-through by Starbucks. Will they actually implement voted ideas? Will they provide feedback? Will they actually make changes?
If they do...this could be the turning point for Starbucks...we shall see.
Stay tuned!
Cheers!
Bruce
Did that really just happen?
Last week I went to the bank in an effort to make a deposit into my savings account. I don't keep a register for my savings account, and I do nearly all of my banking online. So, on this particular sunny Colorado day, I walked into the closest branch of "my" bank, handed the teller my endorsed check, a deposit slip (that was not complete) and my ID, and admitted that I had NO IDEA what my savings account number was.
Tom T. Teller said the easiest way to find my account was with my Social Security Number. That bugs me...he wants me to rattle off my SSN right there in the lobby of the bank with another customer making their transaction at the window next to me. In that I didn't have the time to argue the idea, I very quietly rattled off the most important numbers in my life as Mr. Teller repeated them in what seemed like a shout but I am sure was more of a conversational volume. Still, did that really just happen? UGH!!!
Wait, it gets better!
So as we were finishing the transaction, I noticed that they are having a mortgage "sale." That mortgages new to the bank (even a refinance as long as the re-fi is from another institution) could qualify for up to .50% rate reduction! I was interested so I asked Tom Teller about it. He said, "That isn't really my job so I have no idea what that is all about. You should check into it and let me know if it is a good deal or not." We weren't talking about Happy Hour at Sonic (and yes, that's a good deal!!), we were talking about HIS BANK offing THEIR CUSTOMERS (ME!!) a discounted rate in a scary mortgage environment. He has no idea that I get it and that I know his job as well as he does (and I would argue that I even know it better!!!) He just had the opportunity to cross-sell me to the moon and decided that it wasn't really his job.
UGH! Did that really just happen too?
Do I really need to illustrate the moral of the story here? Assuming nothing...here goes: If you are going to roll out a marketing campaign that has the potential to increase the bank's profitability, cross-sell your customers, increase your loan portfolio, make sure your tellers understand that their job, at a minimum, includes being able to at least read the sign and understand who to the direct inquiring traffic to. That's all I ask.
Here's to training people to communicate better!
Happy Monday!
Jenna
Tom T. Teller said the easiest way to find my account was with my Social Security Number. That bugs me...he wants me to rattle off my SSN right there in the lobby of the bank with another customer making their transaction at the window next to me. In that I didn't have the time to argue the idea, I very quietly rattled off the most important numbers in my life as Mr. Teller repeated them in what seemed like a shout but I am sure was more of a conversational volume. Still, did that really just happen? UGH!!!
Wait, it gets better!
So as we were finishing the transaction, I noticed that they are having a mortgage "sale." That mortgages new to the bank (even a refinance as long as the re-fi is from another institution) could qualify for up to .50% rate reduction! I was interested so I asked Tom Teller about it. He said, "That isn't really my job so I have no idea what that is all about. You should check into it and let me know if it is a good deal or not." We weren't talking about Happy Hour at Sonic (and yes, that's a good deal!!), we were talking about HIS BANK offing THEIR CUSTOMERS (ME!!) a discounted rate in a scary mortgage environment. He has no idea that I get it and that I know his job as well as he does (and I would argue that I even know it better!!!) He just had the opportunity to cross-sell me to the moon and decided that it wasn't really his job.
UGH! Did that really just happen too?
Do I really need to illustrate the moral of the story here? Assuming nothing...here goes: If you are going to roll out a marketing campaign that has the potential to increase the bank's profitability, cross-sell your customers, increase your loan portfolio, make sure your tellers understand that their job, at a minimum, includes being able to at least read the sign and understand who to the direct inquiring traffic to. That's all I ask.
Here's to training people to communicate better!
Happy Monday!
Jenna
Tuesday, March 18, 2008
The Second Quarter
The second quarter of everything is important. In football, the team in the lead at the end of the second quarter often wins the game. In basketball, the second quarter makes a time when the players can push their abilities and stamina to the max, knowing that they have a break at the end.
In banking, the end of the second quarter also marks the half way point. So, before the year escapes us, take a minute as we wrap up the first quarter of the year to take a step back, evaluate our marketing plan and make sure we are on track to deliver. This blog will be short, but also very important! Here are three questions you should be asking:
1. Are we on track to execute the plan as written, on time, on budget and with the predicted results?
If everything is in line then you are good to go. Reality checks are the most difficult part of a marketing plan. And we like to consider marketing plans as more of a guideline to operate within. The plan is the ultimate goal to be reached barring any unforeseen circumstances. The best marketers have solid plans and execute them flawlessly, all the while understanding that the marketplace is a constant moving target. We must be prepared to evolve with our environment.
2. Has the marketplace changed?
Maybe a large company opened or closed its doors. Was there a significant event at the local university (big layoffs, a flu outbreak, etc). Did your budget change since you completed your marketing plan? These are all external factors that will play a role in how you execute your marketing plan. It's good to take a step back and make sure you are still on track to deliver. If there have been big changes around your, adjust your plan to meet the changing needs of your marketplace, but keep the goals the same.
3. Has phase one been completed (please say yes to this one!!!)?
Congratulations! Finishing the first phase of a marketing plan is worth celebrating! Calculate your ROI and share it with the world! OK, well not the world, but be sure to let your CEO, CFO and other key players in your organization know what a rock star you are. If you want your budget to increase more than the standard 3% then illustrate your value to those who don't "get it" like we do!
If you want a little help with the ROI part, post a comment here (or email me) and I will be more than happy to share the formulas with you!
Enjoy your week!
Jenna
In banking, the end of the second quarter also marks the half way point. So, before the year escapes us, take a minute as we wrap up the first quarter of the year to take a step back, evaluate our marketing plan and make sure we are on track to deliver. This blog will be short, but also very important! Here are three questions you should be asking:
1. Are we on track to execute the plan as written, on time, on budget and with the predicted results?
If everything is in line then you are good to go. Reality checks are the most difficult part of a marketing plan. And we like to consider marketing plans as more of a guideline to operate within. The plan is the ultimate goal to be reached barring any unforeseen circumstances. The best marketers have solid plans and execute them flawlessly, all the while understanding that the marketplace is a constant moving target. We must be prepared to evolve with our environment.
2. Has the marketplace changed?
Maybe a large company opened or closed its doors. Was there a significant event at the local university (big layoffs, a flu outbreak, etc). Did your budget change since you completed your marketing plan? These are all external factors that will play a role in how you execute your marketing plan. It's good to take a step back and make sure you are still on track to deliver. If there have been big changes around your, adjust your plan to meet the changing needs of your marketplace, but keep the goals the same.
3. Has phase one been completed (please say yes to this one!!!)?
Congratulations! Finishing the first phase of a marketing plan is worth celebrating! Calculate your ROI and share it with the world! OK, well not the world, but be sure to let your CEO, CFO and other key players in your organization know what a rock star you are. If you want your budget to increase more than the standard 3% then illustrate your value to those who don't "get it" like we do!
If you want a little help with the ROI part, post a comment here (or email me) and I will be more than happy to share the formulas with you!
Enjoy your week!
Jenna
Thursday, March 13, 2008
Always ask why!
This week I had the pleasure of attending a credit union marketing conference. The conference itself was great. Fantastic presenters, timely topics, wonderful food and a very fun group of people. That being said, the location left something to be desired.
The conference was in a small tourist town in the midwest. I am intentionally being cryptic in that I don't have very nice things to say about this historic hotel.
I had some travel troubles on my way to the conference that had me arriving about three hours behind schedule. I was exhausted and hungry but decided to just check into the hotel, hit the vending machine and go to bed.
In the modern travel world, we have been trained to expect a decent bed, clean rooms and a good breakfast all for one price. Hampton Inn, Holiday Inn Express and Fairfield Inn are three such examples. The hotel where I was staying had clean rooms. That's it. No free breakfast and it was like sleeping on plywood with a brick for a pillow and sandpaper for sheets. I was MISERABLE.
Then I learned that the Fairfield Inn across the street not only had the free breakfast and comfy beds, but also had a lower rate! So I checked out of the above mentioned carpenter's workshop and checked in across the street. I even volunteered to pay for the night I wasn't going to stay.
I went to the front desk, checked out a day early and offered to pay for the night I wasn't staying. The clerk said, "OK." And that was it. She never asked me if everything was OK or if there was something she could do to help me. She just handed me the receipt and let me walk away without another word.
I glanced at the receipt and noticed that I was only charged for the night I had actually stayed. That's great but then I realized that one of two things had just happened.
Either 1.) I was not the first person to do this and she knew that the accommodations left something to be desired and she didn't want to hear about it again; OR, 2.) She didn't care.
Either way, she had an opportunity to address the situation and make it right with me. Maybe there was an upgrade available, maybe the hotel is looking for feedback to make it better for future guests, or maybe, just maybe they really don't care or haven't trained the staff to pretend to care.
Enough rambling. How does this relate to you? If a customer comes in to close their checking account...don't let them get away before you ask why and make every effort to do right by them. It's a simple point really.
Sometimes you will lose the battle and the customer will still walk away...but if you diffuse the situation and do everything you can to make it right with them, it is possible that they will tell everyone how hard you tried rather than how you didn't care about them.
So, will you ask why? I hope I know the answer to that question!!
Jenna
The conference was in a small tourist town in the midwest. I am intentionally being cryptic in that I don't have very nice things to say about this historic hotel.
I had some travel troubles on my way to the conference that had me arriving about three hours behind schedule. I was exhausted and hungry but decided to just check into the hotel, hit the vending machine and go to bed.
In the modern travel world, we have been trained to expect a decent bed, clean rooms and a good breakfast all for one price. Hampton Inn, Holiday Inn Express and Fairfield Inn are three such examples. The hotel where I was staying had clean rooms. That's it. No free breakfast and it was like sleeping on plywood with a brick for a pillow and sandpaper for sheets. I was MISERABLE.
Then I learned that the Fairfield Inn across the street not only had the free breakfast and comfy beds, but also had a lower rate! So I checked out of the above mentioned carpenter's workshop and checked in across the street. I even volunteered to pay for the night I wasn't going to stay.
I went to the front desk, checked out a day early and offered to pay for the night I wasn't staying. The clerk said, "OK." And that was it. She never asked me if everything was OK or if there was something she could do to help me. She just handed me the receipt and let me walk away without another word.
I glanced at the receipt and noticed that I was only charged for the night I had actually stayed. That's great but then I realized that one of two things had just happened.
Either 1.) I was not the first person to do this and she knew that the accommodations left something to be desired and she didn't want to hear about it again; OR, 2.) She didn't care.
Either way, she had an opportunity to address the situation and make it right with me. Maybe there was an upgrade available, maybe the hotel is looking for feedback to make it better for future guests, or maybe, just maybe they really don't care or haven't trained the staff to pretend to care.
Enough rambling. How does this relate to you? If a customer comes in to close their checking account...don't let them get away before you ask why and make every effort to do right by them. It's a simple point really.
Sometimes you will lose the battle and the customer will still walk away...but if you diffuse the situation and do everything you can to make it right with them, it is possible that they will tell everyone how hard you tried rather than how you didn't care about them.
So, will you ask why? I hope I know the answer to that question!!
Jenna
Wednesday, March 12, 2008
National Arts Marketing Project Conference 2008--Call for Proposals
Americans for the Arts invites you to submit a proposal for the National Arts Marketing Project Conference in Houston, November 10-12, 2008. Priming the Pump: Fueling Integrated Arts Marketing, Fundraising, and Sponsorships to Optimize Revenue will focus on best practices in marketing and audience development in the arts.
New This Year!
For 2008, the NAMP Conference is about fundraising too! In addition to the marketing track, there is now a fundraising track, and a track focusing on where the two areas interact. We encourage you to propose sessions in marketing, fundraising, or the intersection of both. Topics of interest include:
-Branding
-Social networking
-Sponsorships
-Young philanthropists
-Dynamic copywriting
-Loyalty programs
And more!
You can share your experience in any format-choose from three types of sessions. Applications for conference sessions, exemplary practices presentations, and roundtable discussions will be accepted. Americans for the Arts welcomes proposals from: marketers and fundraisers arts and culture organizations marketing and fundraising consultants corporate and foundation funders board members government agencies educators executive and/or artistic directors corporate sponsorship and/or marketing directors communications professionals technology professionals
Each track will be divided into two levels:
101 Level for beginner/intermediate skill level and small organizations
201 Level for intermediate/advanced skill level and larger organizations
Visit the NAMP Conference Website for the session proposal application, instructions, and more information on the conference.
Watch the website for registration and hotel information along with the program.
Thursday, March 6, 2008
Rob Thomas gets it!
Last night, my husband and I attended the Exile in America concert featuring MuteMath, Alanis Morrisette and Matchbox 20. I am a fan of all three and was REALLY impressed that none are studio artists (you know, those who cut a great studio album but can't carry a tune in a bucket live)! The are all remarkably talented.
In the middle of the encore set by Matchbox 20, Rob Thomas (the lead singer...for those of you hiding under a rock for the past 10 years) said,
Never thought I would hear a band leader say something like that, but it's true. Seth Godin has blogged about the same thing.
So, as the great bank marketers we are, we need to start thinking about how we can get (and keep) our customers' attention...especially those who only have one account with us.
Happy Thursday!
Jenna
In the middle of the encore set by Matchbox 20, Rob Thomas (the lead singer...for those of you hiding under a rock for the past 10 years) said,
"You guys have no idea how much it means to us that you came out tonight. We know you spent a lot of money to be here and we appreciate that. There are a lot of ways you can spend your money, but only one way you can spend your time and you chose to spend your time with us tonight."WOW.
Never thought I would hear a band leader say something like that, but it's true. Seth Godin has blogged about the same thing.
So, as the great bank marketers we are, we need to start thinking about how we can get (and keep) our customers' attention...especially those who only have one account with us.
Happy Thursday!
Jenna
Monday, March 3, 2008
Oprah's Big Give
Did you watch it? I did. And I cried through half of it. What an amazing idea for a reality television show. Finally, reality television reflecting the heart of the American Spirit.
The show got me thinking...as marketing professionals, why don't we do more of this? I know that we don't have Oprah's wealth, staff and resources, but if you really watched the show you know that really, she picked a few evangelists that would be willing to champion a cause and RAISE money for the cause. Oprah didn't give them money (with the exception of a small start-up purse) they had to find the resources themselves.
So here's what I am thinking. We can do that...we can so totally do that. And I don't just mean for our cause, but for everything we do. Isn't it time that we step up and become our own best product evangelist? Do you really believe in your bank, or are you just collecting a paycheck? Is this your passion or is it just your job?
For me, it's a passion. I so whole heartedly believe in MarketMatch and the value we provide to banks and credit unions all over the country that I could shout it from the mountaintops.
Do you feel the same way about what you do? THEN WHY AREN'T YOU SHOUTING???
This is what I want all of us to do...or at least start trying to do. I want you to start telling your story. The story that you believe in the most and the story of the brand in which you live.
All of your friends should know what gets you excited, how you got there and why you love it so much. This goes for your entire family too. Friends and family are the greatest support network you've got. If they know you feel strongly about something (with the exception of politics of course) aren't they usually willing to do whatever they can to support you?
My friends and family will inevitably embrace my passion. I don't give them much choice in the matter. They hear me talk about it endlessly and they find the enthusiasm is contagious. Soon they end up trying it themselves.
Wouldn't it be great if all of your friends and family fell victim to your enthusiasm? It represents a lot of opportunity and support for your passion.
Become the best evangelist you know.
Happy mountaintop shouting!
Jenna
The show got me thinking...as marketing professionals, why don't we do more of this? I know that we don't have Oprah's wealth, staff and resources, but if you really watched the show you know that really, she picked a few evangelists that would be willing to champion a cause and RAISE money for the cause. Oprah didn't give them money (with the exception of a small start-up purse) they had to find the resources themselves.
So here's what I am thinking. We can do that...we can so totally do that. And I don't just mean for our cause, but for everything we do. Isn't it time that we step up and become our own best product evangelist? Do you really believe in your bank, or are you just collecting a paycheck? Is this your passion or is it just your job?
For me, it's a passion. I so whole heartedly believe in MarketMatch and the value we provide to banks and credit unions all over the country that I could shout it from the mountaintops.
Do you feel the same way about what you do? THEN WHY AREN'T YOU SHOUTING???
This is what I want all of us to do...or at least start trying to do. I want you to start telling your story. The story that you believe in the most and the story of the brand in which you live.
All of your friends should know what gets you excited, how you got there and why you love it so much. This goes for your entire family too. Friends and family are the greatest support network you've got. If they know you feel strongly about something (with the exception of politics of course) aren't they usually willing to do whatever they can to support you?
My friends and family will inevitably embrace my passion. I don't give them much choice in the matter. They hear me talk about it endlessly and they find the enthusiasm is contagious. Soon they end up trying it themselves.
Wouldn't it be great if all of your friends and family fell victim to your enthusiasm? It represents a lot of opportunity and support for your passion.
Become the best evangelist you know.
Happy mountaintop shouting!
Jenna
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