Category Archives: Uncategorized

iPhone iMessages don’t count towards your text usage

Business Insider Chart of the Day

I like to think I am ahead of the curve on understanding technology and especially wireless, but some how this iOS feature for iPhone to iPhone messaging did not get through. iMessages do not count towards your text usage. 

This is doubly painful since I recently upgraded my plan to include unlimited text on our family plan because my lovely wife has all but left email behind and replaced with texting. Maybe I should reconsider?

Anyway, I would love to know why I haven’t heard about this until now? Was it downplayed by Apple because it wasn’t inclusive of Android and other phones? Or was it an attempt by the carrier to push cost back to Apple (their user are notorious for high data usage vs. compressed data from Blackberry devices), which has now backfired (lowering the need for text plans)?

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RETAIL WAR: Microsoft Cherry Picking Apple Store Employees

The story continues from my previous post, “Microsoft: leading by following“.  Read the latest from Mashable at RETAIL WAR: Microsoft Cherry Picking Apple Store Employees.

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IBM takes on SAS for analytics domination, but neither is superior

IBM Global Services
Image via Wikipedia

The Wall Street Journal is reporting that IBM plans to acquire SPSS for $1.2B all cash deal, which is roughly a 42% premium.

Watch out, SAS!

This match-up will be fun to watch… the massive public company, IBM, takes on the large private company, SAS — Abbreviation vs. Abbreviation. For those interested in the analytics that each is pushing the “abbreviation” comment has more to it than meets the eye. Each company is trying to help users make sense of their vast amounts of data through the use of statistics or business intelligence tools. Now, why is the “abbreviation” concept funny? Well by synthesizing data each company’s typical analytic process tries to make sense of the data by creating “buckets”, like an average or a customer segment. The consequence of “bucket-izing” or summarizing is data is lost for the greater good of manageability — International Business Machines becomes I.B.M and many much younger than I have no idea what IBM use to stand for.

O.k. so why are you still reading after such a failed joke? The main reason is that this is a big bet by IBM and SAS is already seeing the payoff as the market for these tools increases faster than the market for other technology solutions. Thee two companies largely now “own” this market and IBM with the acquisition hopes to offset a dying/shrinking annuity stream with a new growing one. The real fight for superiority in analytics is occurring in the new advances in econometrics and applications of mathematical models and hardware advances that make “abbreviation” or elimination of data a thing of the past. More simply, the power to treat a given customer the way they need to be treated and not like the generic segment they have been defined in.

More to come in follow-on posts as to the advances in analytics and implications, but until then check out Sentrana, a partner of CMG Partners and company with a superior science and technology. Read a Sentrana blog post debating the merits of IBM’s string computing claims.

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Failure: Don’t hide it, celebrate it

Panic room.
Image by LunaDiRimmel via Flickr

Failure is not the end of the world. With GM now restructured and the financial crisis coming to an end, should we be celebrating?

Yes, IF you have learned from your mistakes.

Fail fast and move on

Many business people I know, have worked with or read about in the press, shy away from talking about failure. Failure is an opportunity. Failure should be expected some percentage of the time no matter what business you are in. The trick to capturing this opportunity is to quickly learn from the act of failing and move quickly to what is next — someone I know coined the phrase “fail fast and move on”.

Ask “why”

Companies and business people usually get blinded by the negative side of failure and do not critically ask “why”. Why did this failure occur? Was it a breakdown in our analysis, strategy, execution, management or the team culture?  What ever the reason without delving deeper you have eliminated one of the most important opportunities to understand your performance and whether you or the organization has the foundation to succeed in the next opportunity.

The power to unite or divide

Experiencing failure can be one of the most positive drivers of unity or division. I think about my dad’s experience in Vietnam or other vets that have great stories of how challenging moments can bring a team or a unit closer together. This can hold true in business as well, given the right foundation is in place. The foundational element that is absolutely a must is that everyone in the team shares the pain. I have seen team leaders call out team member failures and destroy an individual and their own ability to lead the next team. On the flip side, I have also seen great leaders share the pain or even take more of the heat in tough times. It is these leaders that inspire dedication and motivate those that work for them to jump higher and achieve more. I would caution that no leader can or should take all the “heat”. The team needs to feel the pain or you miss the opportunity to unite.

How will you celebrate your next failure? Please comment!

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Lust, fear and greed: The business version

George is Keeping an Eye On You!
Image by peasap via Flickr

This post is a tribute to a mentor of mine, Alan “Big Al” Johnson. Big Al should be credited for the idea of lust, fear and greed… at least that is how I remember it. Big Al was ahead of his time in understanding human behavior in the business world or maybe just too raw in his explanation, but that is what you get from a poet.

Lust, fear and greed are three of the most powerful drivers of people in business and thus business itself. If you are someone are trying to created action or movement inside an organization, this framework/theory may help.  I will explain each component of lust, fear and greed and then describe how the conceptual framework could help.

Lust

Have you ever been in a meeting when someone says, “I love that idea” or “We HAVE to do this”. Well witness the lust of a business professional. The object of lust could be noble like a competitive advantage or differentiation or could be that my peer CEO has a corporate jet, so I want one too. What ever the object, one thing holds, this is a powerful force of human behavior and drives both rational and irrational business decisions.

Fear

Fear is most likely the reaction to competitive pressures like missing out on an opportunity or being trampled — “The competition is close to locking up an exclusive on a technology for 6 months, we have to move faster!” Fear can also be related to costs overruns as well — “costs are increasing faster than expected, we need to figure this out before it gets out of control.” Fear can also be personal, such as fearing that your management will see you in a bad light because of a recent failure.

Greed

Greed is the easiest to comprehend and see in action. Most of the time it is related to the accumulation of wealth either for the company or personally. There is also the greed of power, which can either manifest in infighting of business units or actual managers.

The bottom line:

The take away is that these are very power forces individually, but I have a theory that nothing really happens until at least two of these forces are at work in the same situation. As an example, for a project to get funded “greed” must be at play (ROI or positive NPV), but it will not be initiated unless either lust or fear are present. You might see this manifest with a competitive response to a competitor’s move or an executive that wants badly to be in a new market. What I have found helpful is in using the simple terminology of lust, fear and greed to understand and deal with a situation. If I am trying to drive action or change, then I know that at least two forces need to be at work.

What are your thoughts? Do you have a great example or story to share? Please comment.

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Favorite new TV show: Mental

MENTAL is a medical mystery drama featuring Dr. Jack Gallagher, an unorthodox psychiatrist who becomes Director of Mental Health Services at a Los Angeles hospital where he takes on patients battling unknown, misunderstood and often misdiagnosed psychiatric conditions. Dr. Gallagher delves inside their minds to gain a true understanding of who his patients are, allowing him to uncover what might be the key to their long-term recovery.

Why I like this show?

It is entertaining and it educates. I think it also has great potential to tear down stereotypes and silence of those that are effected by mental illness (patients, spouses, children and friends). In my college years, I was pursuing the track of a psychologist and spent 2 internships in psychiatric facilities. The doctors portrayed in the show are great examples of real life doctors and their own demons they are dealing with – minus the doctor I knew that had a mental illness and tries to treat himself (true story with a bad ending).  My interest in the show is only increased by my family’s struggle with my father’s bipolar disorder and the triumphs and failures with modern day pharmacology as well as standard medical practices when doctors treat the disorder and not the person.

Good job Fox! Now if we can just get you do do something noble with American Idol.

If you are interested in the new science of mental disorders, please check out my post from last year.

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Rise of Experience: the next horizon to captivate customers

Spice Market (Mısır Çarşısı) Istanbul
Image by exfordy via Flickr

This is the fifth in a series of short posts related to The CMO Agenda research. Informed by recent CMO conversations and CMG Partners‘ collective experience helping top marketers develop marketing strategy, we have compiled a list of seven ideas or jump starters for further conversation. These are meant to spark discussion, ideas, and action as we all enter a difficult 2009.

Many industries and sectors have seen new growth opportunities shift from products to services. For example, take the classic case of IBM and the switch from product to services, which is cited many times over as what saved the company.

“Experience” might be next frontier as customer service is now becoming a qualifier for purchase decisions versus an order winner. Differentiating on an experience could range from engaging all the senses in industries like travel and leisure to providing simple surprise and delight moments in less experiential industries like technology or manufacturing. The Experience Economy by B. Joseph Pine and James H. Gilmore is a source for much more to think about along these lines.

Recently, I worked with a luxury travel company on defining a new set of products for the high net worth baby boomer market. Through focus groups we learned that boomers were craving experiences. The example that sticks out most was a person stating: “I want to be guided by a well know chef through the Moroccan spice market, hand select ingredients for dinner, then participate in the cooking process — culminating in the meal itself.” Oh.. and research shows that they are willing to pay through the nose to get this!

For a more grounded example…
Not too long ago, I opened a college savings/investment account for my newborn daughter.  I picked Scottrade because I had previously opened a brokerage account and was satisfied.  Within 4 hours of applying for an account online, the local branch office, one mile away, called to make sure everything went as planned and to see that any questions I may have had were answered.  It was a simple yet effective point of differentiation, and I loved it.

Whether meandering through a spice market or simply calling your customers to make sure they had a good experience, marketers need to think beyond the widget or service offering of today. How will your company or industry take advantage of this opportunity to win or retain customers with a unique experience?

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Is “price” underleveraged in your marketing organization?

SAN FRANCISCO - OCTOBER 14:  A price tag is se...
Image by Getty Images via Daylife

Recently, I have been speaking to lead marketers about growth — how they define it and what they are doing to achieve it. Through 13 interviews, not one lead marketer has mentioned pricing as a way to increase revenue or profits. Is price no longer a marketing function in corporations?

According to a McKinsey study, a 1% increase in realized price delivers the greatest improvement – a healthy 10% increase in operating profits. This is exactly why marketers need to be thinking about pricing strategies and price management disciplines. As an example, one industry that is ripe for a price increase is the aftermarket auto parts business like Carquest and Autozone. With sales of new cars at all time lows, people are trying to extend the life of the car they have.   I recently spent $95 dollars to replace the battery on my car and would have easily paid another $5. It is these types of small increases that drop all of that incremental $5 to the bottom line.

Other price strategies exists, such as bundling or understanding “basket of goods”. When my wife and I go into Target we can not, for some reason, leave without  spending ~$50. That is no accident. Are they the cheapest on everything? No, but we continue to pay because my wife believes certain categories of products are price competitively and we just can’t help ourselves buying other products due to convenience.

The Bottom Line:

Price is a big lever! Learn how to employ it and manage it.  For further justification in how this works even in a down market please read my friend Sid’s post.

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Renewed definiton of brand

Skittles.
by photographer PiccoloNamek and
image via Wikipedia

This is the fourth in a series of short posts related to The CMO Agenda research. Informed by recent CMO conversations and CMG Partners‘ collective experience helping top marketers develop marketing strategy, we have compiled a list of seven ideas or jump starters for further conversation. These are meant to spark discussion, ideas, and action as we all enter a difficult 2009.

The transparency and accountability of brands is increasing as new uses of the Internet drive the democratization of voice — shifting knowledge and control from marketers to consumers. This trend is forcing marketers to adopt non-traditional methods of brand management to ensure the brand is consistent not only in communications but through all customer touch points. As one CMO put it, “everything we do communicates.”

If you beleive that the true definition of a brand lies with the perceptions of consumers not with the marketing leaders, then the extreme brand management practice would be for consumers to drive the expression of the brand. Well maybe not, but this is exactly what the maker of Skittles has done (knowingly or unknowingly).

In March, Skittles re-launched their website, which used social media tools for content: Twitter for “Chatter”, Facebook for “Friends”, Wikipedia for “product information” and YouTube for “Media”. This was heralded by some and refuted as a circus trick by others (see a previous post for my take).  Unfortunately, I have not been able to find information on the performance of the campaign.

This example, whether good or bad, does provide a new theory for brand managers and bring to reality the old phrase “a brand is what others say about you, not what you say about yourself.” How will you begin to renew your brand management practices to align with consumer voice?

Mirror post at cmgpartners.com/blog

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