Tuesday, December 23, 2008

4 day work week

Is it possible to do an average 5 days of work in 4 days?

I think so.

Spend the other 3 days to re-generate and space for creative thinking.

If your current workload forces you to work beyond the 9-5 working hours. It only means your company is not working efficiently. Either under resourced or not valuing your work in the market place correctly.


Wouldn't we rather work more efficient and effectively so we could enjoy a longer weekend?

A concept worth thinking about.

Exceptional Customer Service or Gone in 60 seconds.

While walking around doing my Christmas shopping, I came across this...

The origins of the word mortgage come from the ancient French words mort (death), and gage (a pledge). A home is a probably the biggest personal purchase for the majority of Australians. It's a life decision. It's a "Death Pledge".

I understand the need to drive sales. Bring revenue for the business. Have efficiencies in the sales process. Drive costs down. Etc.

I find it amusing when a kiosk can give me, in 60 seconds, an assessment of my "Death Pledge". What happened to good ol' fashion customer service? Does a kiosk care? Are shopping centres even the best time and place to talk about home loans?
There are times when digital solutions can help us. 60 sec credit card approvals are helpful. ANZ provides an easy hassle free way to apply something that is essentially straight forward. I've just applied for one today. It was fast, simple, and most importantly convenient. No waiting in line at the banks. No ridiculous 100 point IDs. No waiting on the phones.

On the flip side. MECU has been a fantastic bank to work with. It's the only bank I have EVER had the pleasure to deal with a personal banker. Jessica has been fantastic. I have her direct line. I call. She picks up. I tell her my login issue. She fixes it on the spot and shows me how to login. I didn't have to press 20 different digits before being placed on hold for 10mins and then speak to someone half way across the world to tell me I have to go to bank to wait even longer.

"Efficiency and Effectiveness: The customer is best served when the organization is efficient; the organization is effective when it puts the customer first." - Idris Mootee

Thursday, December 18, 2008

Personal Brands of Blogs

Working as a Community Manager role within Nuffnang Australia has been an interesting experience. In the last month, managing expectations of over 250 bloggers (and still enjoying daily growth rates) has been challenging and rewarding. We're already reaching close to 2million impressions per month and over 25,000 daily visits. Not bad considering same time in November, we had zero.

The role of a Community Manager is much like a humble mayor that listens to hundreds of views and opinions from everday people, managing expectations, ensuring lines of communications are open, show that we are listening, and most important, we are doing. Now and then, there is the odd individual that don't share your views and voice their negative opinion, and that is fine. We have to identify if this is the view of the majority or just an isolated case. Because we are representing over 250 bloggers in Australia, it is vital we listen and do what is best for the collective.

What I have been coming to understand in managing a community is each indivdual blog is their own brand.

Each blogger writes reguarly and passionately about various topics. It is an outlet for bloggers to share their opinions and stories. And each blogger has a fan base. Each blog has the ability to influence their fans. They could have 10 or 10,000 readers a day, it doesn't really matter, because we're driving word-of-mouth.

Some great Personal Brands in Australia include Karen Cheng, who writes about parenting and fashion. She has a significant and passionate following. Grab Your Fork writes about the great foodies experience. One Red Robin beautifully presents craft ideas.

Because they are a personal domain and personal brands, we have to respect that. Anything we do, we seek to consult the brand custodian (the blogger). But what is great about Nuffnang bloggers is they join us because they want the opportunity to connect with marketers and brands they are passionate about. Bloggers want to talk about their favourite Brands.

Saturday, December 13, 2008

Our Work is Theatre... but what happens after?

It's been a busy 2-3 weeks and I've been neglecting this blog a little. I can feel my blog biceps sagging a little with Bob & Jillian yelling at me to get back on the treadmill!

Yesterday, I spent the morning at my daughter's first Christmas Concert at her pre-school. It was a beautiful, hilarious, and proud event for me as a father. The kids had a ball dressing up with their parents' 100% attention on them.


It was an amateur production but fantastic result. The parents were singing praises for the teachers, school, volunteers, and the kids for putting on a great show. They were talking about it long after the concert had finished. Loads of pictures and videos recorded a memorable event.

On reflection of our own work in marketing - Our work is theatre. We use to focus so much on putting a great show with big budget beautiful ads such as the Qantas - Australia Home, Barclay's Waterslide, and our famous Carlton Draught's Big Ad.

Paul Isakson mentioned:
Which rings true. A communications campaign can be amateur production made from card boxes with sticky tape and still be a hit with our consumers.

I'm not saying don't spend money on big creatives. The Qantas and Big Ad has been a stellar success. But think about how your campaign will allow your audience to create their own stories.

Various agencies have their own methodologies. Naked's approach is Transmedia planning. Some just came from a result of great creative thinking talent - Boom chika wah wah and Bond's Commercial promotion with So You Think You can Dance. Both created buzz by their audience and created a cult following.

Maybe for each campaign, start focusing beyond putting a great show and ask "Will they talk about it?" The answer can be found from insights and strategy.

Tuesday, December 9, 2008

Using Search to Predict the Future

I've been using Google Trends for a while now for all my client's work. I find it's great to look at historic data and pick up future trends.

Great example is a recent campaign I ran for a travel client. Through historic data on Google Trends, we noted a peak in travel search inquiries during the Christmas & New Years break. As such, we developed a strategy around capitalising future sales.

Further thinking has led me to perhaps look at Search as a future indicator for human behaviors. Could we use Search to pick up market activity weeks before it occurs? I think this could work for long purchasing decisions. Such as real estate markets, travel purchase, car purchase, etc.

Matching search with trends is not a new thing.

Google knows of a correlation and have a Google Flu Trends initiative.
If we could match Search trends and business data, it becomes a powerful tool in a rapid response strategy. A business that can be mobile and adjust according to foresight opportunities will sure benefit in today's rocky markets.

Thursday, December 4, 2008

Small Wins in a Downturn

I was walking along Chapel St with Tamir to have lunch at our favorite Saigon Rose, and we came across a pop-up store.

Over the recent years, I've been seeing more and more pop-up stores appearing around Melbourne. It has been covered by Trendwatching and they've termed it Pop-Up Retailing.

It's a great concept. A brand moves into a temporary vacant building to promote and sell their wares.

Advantage:
- Lost cost
- Low risk
- High profile areas
- Short term
- Generate buzz
- Great story
- And, most importantly, I would tell other people about it.

It is a rapid response strategy. It is small wins. It works in a downturn market. It is guerrilla. You don't need $500,000 to fit out a store.

Why not give it a shot?

Melbourne Homeless World Cup 2008



Love it! Love it! Love it!

Football is my passion. It's great to see football being used for good - supporting the homeless. A great story. A great experience.

Please go check it out.

http://www3.homelessworldcup.org/

The site looks well built. It has a YouTube Channel. I'll be supporting the competition this week.

Audience & Performers

In a theater, there is the Audience and there is the Performers.

The Audiences are typically sit back and enjoy the show. They usually make a judgment of the Performer's work. It can be critical. Engaging, Riveting, Good, Bad, Boring, Not for Me, or just plain B-Grade.

The Performer puts together the show for the Audience. They could be the director influencing their work and stitching together the performance. The performers are Audience facing and seek to engage them, tell them a story, or immerse them through a remarkable experience.

What is your role today?