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Articles filed in: Storytelling

Who Is This Marketing For?

Before holding the meeting.
Before working on the strategy.
Before choosing the medium.
Before building the website.
Before writing a single word of copy.
Ask yourself, “Who is this marketing for?”

If the answer is, “It’s for our shareholders, the board, my boss, or so we can feel safe doing what we’ve always done.”—go back to the drawing board.

If it’s not designed to serve your customers, it’s not marketing.

Image by Stephanie Wallace.

How To Begin Developing A Product Story

While the guy shopping at the hardware store might think he’s comparing the features and benefits of the latest drills what he’s actually doing is imagining all of those shelves beautifully hung.

We like to believe that our product story begins with the customer’s relationship to the product, when in actual fact what the customer is focused on is his relationship to himself (in the presence of the product). When he asks himself (or you), “How is this better?” what he really wants to know is, “How does this make me better?”

4 Questions To Ask Before Developing Your Product

1. What’s the change that will happen in your customer because your product exists?
2. How will he look, feel, think and act?
3. What will he say, believe and do once he is using it?
4. How exactly will he be a better version of himself in the presence of this product?

You can make the most technologically advanced drill in the world, but if the product doesn’t match your potential customer’s worldview then you’re going to be stuck spending time and money trying to make him care about it before he ever considers buying it.

Product development doesn’t start with the story of your factory, the technology or even the number of those features and these benefits.

It starts with the customer’s story.

Image by Roben Joyce.

Valuable Things We Ignore In The Quest For Growth

One of the first words a baby learns to say is ‘more’. They learn very early on that this one word is the shortest route to getting what they want. Every three year old knows that two cupcakes are better than one.

It’s no surprise then that this lesson stays with us through life and that we take it into our businesses. We condition ourselves to believe that more followers, more leads and more customers are the key to success.

Growth doesn’t necessarily mean you are growing. If you attract the wrong customers, increase profits at the expense of staff morale, cannot deliver on your promises or create the impact that you’d hoped, are you any further ahead? So when you target growth it pays to think hard about the metric of more and consider a more holistic definition.

Could the best growth strategy for your business be to make the biggest difference to fewer people?

Image by Jessica Lucia.

3 Questions To Help Your Business Evolve With Your Customers

The sign next to the juice bar announces that waiting is over. “Don’t Line UP. Order on our app.” No interruption to your day required.

Have you noticed how waiting has gone out of fashion and the slew of products, apps, services and shortcuts that have come to market which are designed to give us back our time?

It’s not just styles that come and go. Cultural shifts and changing expectations mean our customers evolve too. It’s our job to notice the changes, then to understand the wants and needs that might stem from them as a result—perhaps even before they are articulated.

3 QUESTIONS TO HELP YOUR BUSINESS EVOLVE WITH YOUR CUSTOMERS

1. What are your customers doing?
2. What’s stopping them doing what they want to do?
3. How can you help them to do more of that they want to do or less of what they don’t?

Creating something people want is a lot easier (and cheaper) than trying to make them want something. The trick is understanding the future your customers will want to inhabit, sometimes better than they understand it themselves.

Image by drp.

Taking Your Place In The Difference Economy

Whole Foods launched it’s first national and TV marketing campaign in 35 years on the back of losing 30% of its value in just six months. The company has been losing market share to chains like Walmart who are now stocking once hard to find sustainable and organic produce and selling it cheaper.

There are four massive challenges facing every business today no matter their size or legacy—challenges they didn’t have to consider 30 (or even 10) years ago. They are:

1. CLUTTER.
2. COMPETITION.
3. COMMODITIZATION.
4. CONSUMER CONSCIOUSNESS.

Faced with unlimited choices savvy customers are becoming more discerning and more companies are happy to respond to their wants.

Companies like Whole Foods, Panera, Patagonia and more recently Warby Parker, Chobani, TOMS, Alima Pure and Harry’s have made values part of the foundation of their business. Standing for something has been something they built into their company’s DNA from day one.

And yet despite that Whole Foods is finding that as competitors respond to demand from an increasing number of conscious consumers, their market share is being eroded. They are now cutting prices and tripling their marketing budget in order to woo customers back and attract new ones and discovering that just because they were pioneers of the ‘sustainable food movement’ it doesn’t mean that they will be the last ones standing. Which makes you wonder why they didn’t see this coming or ask the question what’s our difference—our real advantage? What would happen if Walmart started stocking organic Kale tomorrow? It turns out that their advantage wasn’t just what they stocked on those shelves or how it was displayed.

When Jonathan Ive talks about what goes into the design of Apple products he doesn’t speak about values. He talks about how the user can sense the level of care that’s gone into creating those products. Values are felt. Fairness is shown and sensed. I guess Whole Foods customers will be questioning how prices can suddenly come down when they vote with their feet because they believed they were paying more for those values.

Yes, values matter more than ever in a world where people know and care about how things are made and how far they travelled to reach their plates, but their impact isn’t keenly felt in a video or poster that tries to start a conversation with everyone.

Showing is more powerful than telling. It’s not as simple as throwing more money at traditional marketing in order to increase awareness. It’s about digging deeper and understanding why people would cross the road to Walmart now that they stock coconut oil and quinoa. More importantly it’s about doubling down to better understand and serve the people who don’t cross the road.
Affinity first, awareness second should be the goal of every brand now. It’s a lot easier to say “look at us”, than it is to say “we see you”, to your customers.

Image by Mil Roesen.

The Best Marketing In The World

It’s easy to know why the features you built into your products and services are important, but it takes a particular skill to understand and communicate why they should matter to people.

The best marketing in the world doesn’t remind people how great the company is or how many features have been added to the product. The best marketing reminds people how great they are.

Image by Mikael Wiman.

How Everything Truly Great Is Inspired

This is the story of a trap we all fall into. Every single entrepreneur or creator without exception is thrown off course by following a similar pattern. It doesn’t matter if you are on the board of a Fortune 500 or a designer trying to get her blog off the ground. The same struggle happens at both ends of the spectrum and everywhere in between.

You’re about to start a project, set up shop, begin blogging, develop a breakthrough product—what’s the first thing you do? You begin looking for inspiration and the first place you look to is your competitors—the people and companies you believe have everything worked out.

But sometimes you forget to stop looking and start doing. You begin to draw on their experience neglecting to build on it by using your own. You subconsciously focus on how hard it’s going to be to catch up, instead of intentionally learning from what they forgot. Their voice, purpose and way of showing up in the world gets louder and grows bigger, while yours seems quieter and smaller, until eventually it’s so muffled that you can’t find it at all. This is the point where some people stop showing up because they don’t gain the traction they had hoped for as a pale imitation of a competitor, influencer or market leader.

The people who stick with it know that there is a place where truly great ideas, writing, design, products, services, platforms and innovations are born, if only we would allow ourselves to tap into them sooner and more often. Everything truly great is inspired by our own stories and experiences—our unique worldviews.

I know for sure that as soon as I began putting more of my own experiences into my writing it got better. So what? Maybe you couldn’t care less about writing? You might want to be CTO of a global corporation, or CEO of the best company in the world? So this is where I draw out my trump card (and everyone else’s too). If we know anything about how Apple succeeded under Steve Jobs we know that he, as my friend James Victore would say, “had an opinion and put it in the work.” He drew inspiration from what he lived and saw other people living, not from what he saw another company do. The following passage from his Stanford Commencement address is worth revisiting.

“And much of what I stumbled into by following my curiosity and intuition turned out to be priceless later on. Let me give you one example:

Reed College at that time offered perhaps the best calligraphy instruction in the country. Throughout the campus every poster, every label on every drawer, was beautifully hand calligraphed. Because I had dropped out and didn’t have to take the normal classes, I decided to take a calligraphy class to learn how to do this. I learned about serif and sans serif typefaces, about varying the amount of space between different letter combinations, about what makes great typography great. It was beautiful, historical, artistically subtle in a way that science can’t capture, and I found it fascinating.

None of this had even a hope of any practical application in my life. But ten years later, when we were designing the first Macintosh computer, it all came back to me. And we designed it all into the Mac. It was the first computer with beautiful typography. If I had never dropped in on that single course in college, the Mac would have never had multiple typefaces or proportionally spaced fonts. And since Windows just copied the Mac, it’s likely that no personal computer would have them. If I had never dropped out, I would have never dropped in on this calligraphy class, and personal computers might not have the wonderful typography that they do.

Of course everyone knows that Apple is the exception to every rule of success. There’s only one Apple after all and perhaps the same conclusions can’t be drawn in the industry you work in? Except that the Airbnb guys experienced the pain of not making rent, so they started a company unintentionally by renting out the extra space in their apartment. And Mark Zuckerberg created a platform for people like him, without quite realising how lonely the rest of the world was too. Then Dave Gilboa, Co Founder of Warby Parker lost a $700 pair of glasses he couldn’t afford to replace and it got him thinking about why glasses cost as much as an iPhone. The same rules applied in the pre-digital world of Adi Dassler—yes, Adidas got its name from the founder who learned how to make shoes by watching his father who was a cobbler. As an athlete Adi also came to realise that the right equipment could enhance human performance. He went on to design football boots that helped Germany to win the 1954 World Cup and athletic shoes that were responsible for enabling the gold medal winning performances of Jesse Owens and Dick Fosbury.

This isn’t just true in the world of product innovation. Great works or art, design, graffiti and literature from Banksy to Brontë are all inspired by lived experiences or drawn from within.

Your inspiration is all around you in your day to day. Your advantage probably already exists.
You’re just not looking there. Yet.

Image by carnagenyc.

The Meaning Business

In the past most businesses gained competitive advantage from size, scale or dominance. Whoever the biggest marketing budget and could sell the most stuff won. Success was more about what you did and much less about the way that you did it. But today it’s the way that you go about your business and how you enable people to attach meaning to your brand (soloist or Fortune 100 included) that matters.

It’s a lot easier of course to say that you’re an author, photographer or investment advisor. It’s much simpler to describe your company as being in user experience, the technology business or the transportation industry—the ‘this is what we do’ part. But what you make probably isn’t enough to create an advantage for you in today’s marketplace. Products and services without meaning are just replaceable commodities.

When you think of beloved brands like the most popular cafe in your area, what one word immediately springs to mind? Perhaps it’s consistency or community? It’s probably not coffee. Apple is immediately design. Samsung….er, let me get back to you on that. PayPal is convenience. Your bank is….probably something that you don’t want me to repeat here. Nancy Duarte is resonate, Simon Sinek, why. This word association seems even more powerful when you flip it the other way. Which market leader comes to mind when you think of tribes, the blue box, a tick?

If you asked the same question of your customers would they be able to shoot a word back at you without hesitation? What word would that be? If the answer is ‘no’ and it’s not the word you were hoping for then go change something. You get to choose what your work stands for and the meaning it creates.

It turns out that there isn’t room for more than one blue box in a category.
‘The way’ matters far more than we realise.

Image by Mairwen.

How To Communicate Your Difference

There is a place where many entrepreneurs, (maybe you) and even global corporations who look like they have got it all together, (maybe yours), get stuck when trying to differentiate themselves in the marketplace. They hit a wall when they begin to articulate what’s unique about what they do and why it should matter to their customers. The reason they get stuck is because they’re starting in the wrong place—by trying to find the words before they work on the understanding.

Difference doesn’t manifest in well-crafted descriptions, value propositions and vision statements that live in A4 files or posters in the sales department. Differentiation isn’t just described or articulated, it’s perceived and felt.

Re-arranging the words that describe you isn’t going to get you to where you want to go.
You need to dig deeper.

And sometimes even when we do know what makes us different we are afraid to own and communicate it. We’re afraid to stand out for being good at that thing that we’re good at, in the precise way that we are good, just in case that’s not enough for everyone. We get scared about putting hearts on business book covers or we worry that choosing to be small on purpose makes us less, when it probably makes us more (maybe even the best driving school in Perth).

The irony is that not being enough for everyone means you’re exactly right for the people who matter. Separating yourself from the pack starts by knowing what you’re proud to stand for and owning it. Once you do that the words will come.

Image by oddharmonic.

My New Book—Marketing: A Love Story

My new book is here. You can buy it now on Amazon in paperback and in Kindle.

I’ve wanted to find a way to juxtapose the concepts of marketing and love in a book for a long time. I like to think that even if you never opened the book, just owning it—seeing it on your bookshelf or in your Kindle library, will remind you that having the courage to take your ideas, products and services into the world to serve people who need them is an act of love.

You owe it to your right customers not just to be found, but to matter.
I hope this book helps you to get there.

Some parts of the book have appeared unedited on the blog and I have added new, previously unpublished bonus material to the manuscript. The book is divided into three main sections; STRATEGY, CONTEXT and STORY, which gives you a framework for thinking about how these ideas relate to your business. And everyone knows that the ideas in a book stick with you in a way a blog post never can.

My hope is that we stop thinking about marketing as a necessary evil and we start using it as a vantage point for seeing the world through the eyes of our customers and the people who need us. Once we start showing up with the right intention we can begin to make great things happen.

Thanks for allowing me to write for you and for supporting these ideas. This book would not exist without you.