Robert Pirsig

I was sad to read of Pirsig’s death a couple of weeks ago. His book “Zen and the art of motorcycle maintenance” had a profound effect on me when I read it as an impressionable teenager and the concepts he expounded have stayed with me ever since.
From a marketing point of view, the concept of static and dynamic quality is worth exploring.
What is static and dynamic quality?
Dynamic quality cannot be defined but can be described as the force of change in the universe moving towards higher and better value.
It is recognized before it can be conceptualized. This is why the dynamic beauty of a piece of music can be appreciated before a static analysis explaining why the music is beautiful can be constructed.
Pirsig says when an aspect of quality becomes habitual or customary, it becomes static and it turns into static patterns.
These static forms of quality are given names, described and interchanged with other people, thus continually building the base of knowledge for a culture.
The important thing here is to recognise the importance of both static and dynamic quality.
Dynamic quality is by definition chaotic, creative, pushing boundaries, destructive, disruptive and undisciplined.
Static quality takes this disruption, formalises it, turns it into systems and processes and incorporates it into the culture, but it can also have negative aspects in terms of closing down options, putting up barriers, setting boundaries.
They work together – without dynamic quality nothing would change; without the ratcheting effect of static quality, nothing would be retained and built on.
Does this sound familiar?
In all organisations, we need to find ways to release creativity and innovation without constricting it to established thought-patters, but we also need to capture successful innovation and turn it into workable new patterns of activity.

How is your organisation doing this?
RIP Robert Pirsig

 

 

Snowflake students

What are we to make of the changes to Higher Education policy, which are making the sector more “consumer-led?” and causing concern amongst academics?

The Higher Education and Research bill outlines the proposed Teaching Excellence Framework (TEF), where universities will be awarded gold, silver or bronze medals on the basis of a range of factors including student satisfaction, and will determine their ability to raise fees. http://www.telegraph.co.uk/news/2017/01/08/universities-warned-snowflake-student-demands/

Baroness Wolf, a professor at King’s College London (KCL), warned: “Universities are increasingly nervous about doing anything that will create overt dissatisfaction among students because they are being told that student satisfaction is key. It has had a real effect on the willingness of universities to stand up to student demands which in the past have been removing statues, safe spaces and no-platforming. This whole movement is a direct threat to academic standards and the freedom of speech.”

This came at the same time as another story about students at SOAS wanting to remove “white” philosophers from their course in a stand against colonialism. http://www.telegraph.co.uk/education/2017/01/08/university-students-demand-philosophers-including-plato-kant/

There has been an ongoing debate since the introduction of fees about whether students should accept the academic framework, content and processes of a University, or whether, as consumers paying fees, they have a right to expect service and standards as with any other consumer market.

This is the danger of privatisation in a sector like education (or the NHS for that matter) where there are other motives and imperatives rather than profit and where “market forces” do not necessarily drive up standards, but rather have unfortunate and unforeseen consequences (such as on freedom of speech) causing long-term damage to the system.

Brexit and marketing

When I started out in this great marketing profession of ours, I was told to treat every problem as an opportunity.

Well, if recent events are anything to go by, Brexit has to be seen as the mother of all opportunities!

Falling stock markets, a fractious and divided electorate, antipathy from our European neighbours and threats of devolution in Scotland have all combined into a perfect storm which no-one seems to have seen coming and which our leaders seem unwilling or unable to address.

In terms of the Brexit camp “be careful what you wish for” comes to mind, and for the Remainers “Never assume.”

One of the major themes has been the need for business to have “certainty.”

Time and again, business leaders have said business needs certainty in order to thrive any yet, it there is one thing certain in business, it is that there is no such thing as certainty.

Porter told us in his “five forces” model that business life is dynamic, with threats from new technology, new entrants, substitute products and the changing dynamics of buyer and supplier power.

If there was certainty, we wouldn’t need a marketing strategy

In the post-brexit world, the UK will need to get back to what made it successful from the 19th century on – making and selling goods and services the world needs.

To do that, we need strong, intelligent marketing leadership where understanding and retaining good customer relationships, analysing markets and spotting opportunities  and developing competitive products will become paramount.

For too long we have focussed on the EU not only as a market, but as a business environment which sought to make decisions for its members within a set framework.

It’s time for us to reach out to world markets and make our own success by doing what we do best – defining marketing strategy, building strong brands and attracting and keeping customers.

Yes, it really is the mother of all opportunities.

SPQR

spqr_502I had just finished reading Mary Beard’s excellent history of Rome – SPQR – when I went to a workshop recently about making presentations.

There was a certain amount of synchronicity, therefore, when we were given an acronym to remember for structuring a presentation where you want support for a proposal, which was SPQR!

Making such a presentation starts with a story, a situation, which you want your audience to understand and support your conclusions.

SPQR helps structure that story as follows:

S – Situation. What is the back ground leading up to the presentation, Where are we and why?

P – Problem. What is the problem we need to address? What are the wider issues around the problem?

Q – Question. What is the proposal you want to make? Use “what if…?” Get the audience to think about solutions.

R – Response. What do you need from the audience? How will it help the situation?

Stories are a powerful way of getting your message across, so it’s important to get the balance right between information and narrative.

And, like all good stories, there needs to be a beginning, middle and an end with a narrative flow to take people with you.

In ancient Rome, SPQR stood for Senatus Populusque Romanus, which translates to “The Senate and People of Rome”.

Some of the best orators ever known appeared in the Roman senate, and its fun to think of their motto being applied in this modern context.

Brexit – a case study in poor change management

The EU referendum has been fascinating to watch with the “remainers” pulling out all the stops on project fear which they believe worked so well in Scotland.
Every day, we are treated to another set of statistics or another set of experts warning of the dire consequences of leaving the EU. So, we are told that households will be £4300 worse off by 2030 if we leave (though how economists can forecast so accurately over the next 15 years is another debate entirely…), that house prices will fall, that Obama says we will go to the back of the queue on trade deals and leaving the EU would make war more likely.
And yet, the polls are closer than they would like suggesting project fear is not having the effect intended.
On the leave side, despite some speeches attempting to paint a positive picture for a world outside the EU, a similar negative approach is evident. There are dire warnings about being swamped by immigration, by being ruled from Brussels, losing control of our laws and so on.
And yet, the polls are closer than they would like, suggesting project fear is not working on either side.
Change management is a crucial skill for senior managers and politicians alike, and yet so many of them are poor at implementing change.
There are three vital components for implementing change:
Where are we now? – What is the current situation? Why isn’t it sustainable? What are the likely consequences if we do nothing?
Where do we want to be? – A positive vision of the future. A clear idea for how change will help address the problems we face.
How do we get there? – What is the process? What will we need to do and what issues will we need to address?
Behind these three components, the overriding element is engagement.
You must engage those affected in discussion and ideas around where you are and why you need to change. Indeed, a well-managed discussion will enable buy-in to the vision and often elicit the steps needed to make it happen.
What we are seeing from the EU campaign is a focus on the first component “where are we now” without the vision or process to move to a different place.
And we certainly are not seeing the public being engaged in discussion and debate to get their buy-in one way or the other.
This one could go down to the wire.

To thine own self be true

The Co-operative Group was in the news this week as it launched a major rebranding of its business in a bid to shake off the crisis and scandal that rocked it three years ago.

The group is bringing back the blue and white logo familiar to older shoppers but which was phased out in the 1980s, with a new discount system aimed at helping it compete in the fierce price wars battering supermarkets.

In a move to recover its community image, it will direct some of its profits to community projects to be chosen by members locally.

The discounts and community donations will amount to about £100 million a year.

Co-op Group hit crisis in 2013 when a financial black hole at the Co-op Bank drove the group to a £2.3 billion loss. Exclusive revelations by The Mail on Sunday of drug-taking by then chairman Paul Flowers heaped scandal and humiliation on the group.

Under the new plans, Co-op members will pocket an automatic 5 per cent discount on all own-brand products including food, insurance, legal services and funerals, starting in the autumn.

A further 1 per cent – about £15 million a year – will be allocated to 1,500 community clusters of Co-op businesses.

Staff will draw up a shortlist of projects and members will be able to vote on how the money is spent. Eventually, the Co-op plans to allow members to propose their own projects.

The blue and white logo, which the Co-op said had been updated, will be rolled out across stores, funeral homes and other buildings in an ongoing £1.3 billion investment plan.

The cloverleaf-like design will look familiar to loyal members of the Co-op, because it was first launched back in 1968 and abandoned a decade ago when the group decided a more corporate look was needed.

So, what are we to make of all this?

Is it another example of a company trying to shake off the past with some fancy new brand livery or is there something more fundamental going on?

In a recent statement, Steve Murrells, chief executive of the food business, said (my italics):

“Hindsight and reflection would say that, for a period of years, the society lost its way. When we moved to a more corporate logo it was probably the right thing back then, but it has become abundantly clear that we do need to go back to our roots.”

“We are putting money back into the hands of members and communities. We don’t believe we are considered a profit centre,” Murrells says. “Everything will be put back into the community or given directly to members when we have effectively paid down the costs of running the business. The more customers who shop with us, the more good we can do.”

“Back as far as 2012, it was clear to us that the younger generation was very sceptical of big business and very aligned to the model of co-operatives,” he says. “The signals were there and we knew as a business we had the chance to reach out to younger people.

“So the [new] logo will resonate with members that have stuck by the Co-op and with new, younger members. We have been working towards this day.”

One of the first precepts of a successful brand strategy is “to thine own self be true.”

Branding is more than logos and livery, it is about the values that drive the business.

tote bag.jpg

As Simon Sinek says, people don’t buy what you do, they buy why you do it.

The statements above suggest the Co-op has indeed gone back to its roots, and rediscovered what its purpose was and why people should engage with it.

The return to the 1968 logo is a statement of intent and a huge legacy to live up to.

It will be interesting to see whether they can deliver on their promise and reverse the reputational damage the Co-op has suffered in recent years.

What is Corporate Identity?

What is Corporate Identity?

I often get into discussions with clients about “branding” and “Corporate identity” where they talk about one when they mean the other, or they separate the two and fail to see the relationship.

If we define a brand as a promise kept, it is by definition the whole business enterprise – product content, service support and reputation and image.

The questions brands have to answer in the mind of the consumer are:

What “market” am I now in?

What brands have I heard of?

Which ones do I trust?

So Corporate identity is part of the process of projecting : “The overall image of a corporation or firm or business in the minds of the public (customers, investors and employees.)”

Corporate Identity is part of the process of establishing the brand, and the colours, logos, typefaces and writing styles should all reflect the personality and “promise” of the brand.

Brands (and therefore Corporate identity) have three components:

Design

  • Logos
  • Uniforms
  • Colours

Communication

  • Advertising
  • Public Relations
  • Information

Behaviour

  • Personality
  • Values
  • Norms

Just taking colour as an example:

  • Colour increases brand recognition by up to 80%.
  • Colour ads are read up to 42% more than similar ads in black and white.
  • Up to 90% of snap judgments made about products can be based on colour alone (depending on the product).

But it all flows from the Brand’s personality.

Think about Apple’s and Virgin’s Brand Personalities for a moment.

Apple’s brand personality is about simplicity and the removal of complexity from peoples’ lives and its values are around Lifestyle, Imagination, Innovation, Dreams and Aspirations.

Virgin is often described as maverick, rebellious and even a bit edgy – but that is combined with a sense of fun and appreciation of pleasure. This enables Virgin to challenge and shake up many industries whilst keeping a strong emotional appeal to customers.

Now think about their logo’s…

Think about the colours they use…

Think about the PR programmes, the cult of the founder…

Think about their advertising….

That’s Corporate identity!

Who are you now?

Some years ago, the agency I worked for came up with a campaign for a financial client with the headline “with your world in mind”.

The premise was that they understood the world of high net worth individuals better than competitors so, to back that up, we came up with a media strategy which placed the ads in publications related to lifestyle and interests, not just financial journals.

I have been reflecting on the relevance of this in today’s online world, particularly given the rise of mobile technology, and the way it can be applied to our thinking around “content.”

The time spent by people consuming content has increased exponentially driven by devices like smartphones and tablets which are providing 24/7 connectivity and complete freedom of choice in what and how they consume content and when.

The irony is that it is becoming ever harder to attract people to relevant content and achieve cut-through, even whilst the time spent online is going up and offering more opportunities to communicate.

Going back to the basis of the financial campaign, we need to think not only about what content might be of interest to potential customers, but also what their persona is at any one time.

Take browsing for instance.

I have a range of news sites I access every day, as I like to keep up with current affairs.

So at that stage, I am in browsing mode, though within a regular portfolio of sites.

I also have a professional persona (in my case marketing) and keep up with a number of blogs, websites and individuals related to my subject.

These sites are regularly checked, but it’s hard to break into my trusted circle.

Then I might be in search mode where I’m looking for specific content – be it a product, or advice, or images or videos. There is a roster of search vehicles available and I’m probably more amenable to targeted content.

Staying connected to people and a circle of relationships through social media is another persona but, like any circle of friends and acquaintances, you have to be invited to join.

Finally, there is recreation time, which might be gaming, reading e-books, surfing for music and so on.

Now here’s the interesting bit.

“AIDA” tells us that successful selling consists of four stages: Awareness, Interest, Desire, and Action.

In the limited media landscape of the past, we had to try and hit all four, either in one ad or in advertising supported by direct mail.

If we combine AIDA with the different modes of the connected consumer outlined above, we find we don’t have to do all four at once any more.

We can serve up content related to each aspect of the selling/buying cycle dependent on which mode the consumer is in, and which roster of information points they are using.

Of course, the vital thing is to break onto the roster in the first place, which means creativity and impact to drive awareness are as important now as they ever were.

Project management

There was a great tongue-in-cheek guide to project management I saw recently entitled “6 phases of a project” which said the six phases were:

  1. Enthusiasm
  2. Disillusionment
  3. Panic
  4. Search for the guilty
  5. Punishment of the innocent
  6. Praise and honours for the non-participants

Now, this is a somewhat jaundiced view of the process but it’s one many people will recognise and empathise with!

It shows the need to approach project management with as much emphasis on cultural, psychological and political issues as on processes and procedures.

In other words, McKinsey’s “Seven S” model which looks at the hard (strategy, structure, systems) and soft (Shared Values, Skills, Style, Staff) elements of an organisation is just as relevant in successful project management as it is for successful organisations.

Every project goes through an “S” curve from initial enthusiasm to panic and eventually to a (hopefully) successful conclusion.

It is the project manager’s role to manage this process, motivate the team, deal with the expectations and pressures from stakeholders and pace the project to avoid burn-out.

And when things go wrong – as they always do – to avoid blame culture and foster a positive approach to learning from mistakes to rectify and improve the process.

Of course, praise and honours for the non-participants comes with the territory, but that’s the price you pay for delivering successful projects!

Pepsi challenge

There was an interesting article in AdAge recently, about Pepsi resurrecting the “Pepsi challenge”
http://adage.com/article/cmo-strategy/pepsi-resurrects-pepsi-challenge/297543/

When I first glanced at it, I thought this was just a rehash of the consumer taste test challenge from the 70’s, but then I saw that it was part of a broader initiative which is described as its biggest “socially-led, content-driven initiative ever.”
Essentially, it combines celebrity, social-good challenges and consumers in a marketing effort which puts corporate social responsibility at the heart of Pepsi’s marketing strategy.
Each month, a celebrity will present a global or local challenge via social media and the programme will “lean heavily on social media, use celebrity ambassadors to drive awareness, urge consumer action and have a broader goal of doing good.”
The campaign will include digital content, point of sale, events and TV at a local and global level.
This is a prime example of a company which has recognised the concerns of consumers about social, economic and environmental issues on the one hand, and that addressing these issues as a central plank of their business strategy can give them competitive advantage and reinforce their brand.
But it’s also about good strategic marketing thinking – identifying consumer concerns, seeing a source of competitive advantage, developing a product/initiative to help solve the problem, and then an integrated communications strategy to engage consumers.
And it’s the reason why Pepsi will remain a major global brand.