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For the new year….

January 5th, 2012

Advice in 2012

Advice in 2012

My advice is this - Always listen to the wife!

Why you might ask. Here goes.

Yesterday morning over steaming cups of coffee, our conversation went something like:

Wife: Your blogging is flagging. Your last update was a month ago. You promised to be more regular. How many times have I told you about the business benefits of your blog. You write well so why the procrastination?

Me: Err, Aaah, Ummm…..don’t have anything interesting on the horizon. My holiday hangover persists, yada, yada…….. (you get the drift)

Cut to this morning when I get a business call from Canada. My friend there tells me that she decided to consider our company for an assignment after reading my blog!

I do not have to tell you that my wife walks around with this ‘I told you so’ look and smirks knowingly every time we look at each other.

Over the years, I have struck gold in a lot that she has told me. But this time, the timing shook me awake. And hence this post. So my advice to all you husbands out there is this:

If the world does not end in 2012 (I see no reason to believe the Mayans), I am sure the Mayan’s wife would have told him that his prediction was wrong.

So PLEASE do not just hear your wife out, do actually LISTEN to her. There is a difference!

Sticking to a script

November 14th, 2011

The first time I noticed a scripted interview was when I followed the antics of Christine O’Donnell. She walked off Piers Morgan when he asked her about gay marriage. Something she did not have in her script that evening, but a topic she had been vocal about & written about in the book that she was being interviewed for.

Then the Blackberry in my hand stopped working for almost a week. Following the company RIM, I happened upon my next scripted interview. Mike Laziridis, Co CEO (whatever that means) of RIM stopped an interview with the BBC, when asked about their troubles with the Indian Government on BBM security. Most recently I watched other industry stalwarts in Asia like Jonney Shih of Asus and Cher Wang of HTC at the recent AsiaD conference sticking strongly to scripted text when talking to Walt Mossberg.

So what is it about these responsible, capable, successful people? Why get so upset and disturbed by questions you do not expect. I think in life (especially business life) as in interviews, you need to (well!) expect the unexpected. Scripted, canned stuff is good but upto a point. I have always been a fan of extempore and experience has taught me that life is never and can never be scripted beyond a point.

History teaches us that the most inspiring leaders have always been great orators (take Churchill, Lenin, Hitler, Steve Jobs……). I do not ever recall hearing of them being too scripted. Yes, they had a plan that they worked towards. Yes, they were dogged in their determination to achieve their goals. But they were also adaptive and responsive as well. And that made all the difference.

Have computers and other tools made us impersonal and able to express ourselves only in type? Are we losing the ability to be spontaneous, to be ready for anything? Is this the beginning of the end of repartee? Are we becoming mindless?

Are we all “Just bricks in the wall” as Pink Floyd put it? Are we to be known only by our Twitter stream and FB updates because that is where we express ourselves. Nothing wrong in that but then such people should avoid interviews, especially those that beam live!

iCould, iCan, iMust, iShall!

October 26th, 2011

RIP @ the giant Genius Bar in the sky!

RIP @ the giant Genius Bar in the sky!

This post is important for 2 reasons. After evangelizing blogging to my clients, I am finally back after a years hiatus on this space again. Thus the literal meaning of the words in my title make sense to me. Blogging is good and I plan to go about it diligently from here on forward. Well these posts might just have my own feelings, fears, sentiments, joy, rants about marketing in general and the online space in particular, but I promise to be regular with them. Cross my heart and hope to die so help me Anjana! Anju is a colleague at Qanda who has been instrumental in getting me blogging again and so all credit to her.

More importantly, we lost a true visionary and one of my absolute heroes - Steve Jobs. Listening to him speak about death at the Stanford commencement of 2005 made me see the foolishness of procrastination. Hence the blogging! Hearing him (speak anywhere, about anything Apple) also made me realize the value of being passionate and doing the best with what you are given. So the particular fashion in which the title of this post is written is a tribute to my Apple hero! RIP Steve - He broke the mould when you were made. Bon Voyage and God Speed!

So here’s to more posts! Adieu!

Small is big!

February 26th, 2010

In retail 'soul' matters more than size.

In retail 'soul' matters more than size.

Another contrarian title but very apt for the piece to follow. Here is what a colleague had to say about her experience with Indian retail. I am reproducing what she sent me, verbatim:

‘In this day and age ,when we are questioning the usual ways of doing things I too joined in. It was a personal experience that set me thinking. I had to buy provisions for the house and usually I go to one of the  3 super markets in the vicinity. But for a change i decided to pop in to the local viagra store which has been here much before the advent of the behemoths.

It was an amazing experience. The salesperson got me everything that I wanted. He would give me suggestions, tell me about any new arrivals and offered substitutes when any item was unavailable. The owner then billed my purchases with a smile for me and in a jiffy. Then all the bags were carried to my car and that too with a smile. I came away feeling happy. Usually I’m totally harried by the time I get back from a visit to the super market. The billing process is so torturously slow that it leaves me foaming at the mouth! The personnel are detached and by the time I’m through my feet are almost numb.

So what made the kirana experience so wonderful?  What was it about this small store with 5 employees that gave me a better experience than a huge, well stocked, well staffed super market ? It definitely was not the ambience. The super market had a wider variety of products and many more discount offers. But in spite of all this gimme the kirana any day. Why?

The lessons I learnt were the following

Every customer is important.

Employees should aim at maximizing the satisfaction of each customer. In many cases answering a query with a smile is all it takes.

Stream line your processes. In spite of the super market being very well stocked the long, slow billing process put me off.

Your employees should be well informed about what they are selling. Most of my questions regarding availability of products or suggestions were met with unsmiling and unsatisfactory answers.

No matter how good your product is, the customer is still king. Treat him like one. ‘

My take from this whole post - Even if modern trade gets it’s supply chain, it’s pricing, it’s home brands, it’s margins, it’s location, it’s ERP etc right, what the stores lack is soul! Soul as personified by the smiling salesperson who greets the customer, often by name, the billing clerk (invariably the owner or a close relative) who processes her bill quickly and countless other small but very ‘big’ things!

Mr Ambani, Mr Birla, Mr Tata, Mr Mittal - are you listening to your customer?

Fast forward to the past

January 27th, 2010

ff to the past

Reading the newspaper this morning made me wonder. Are we slowly but surely returning to heed the wisdom of our forefathers? Our Prime Minister wants fertilizer subsidy cuts and wants to offload stakes in public enterprises. Both of which he proposed when he was Finance Minister of India way back in 1991.

Fashion, I am given to understand, has a 40 year cycle. What was fashionable once, returns after 4 decades as ‘in’ once again.

The global financial meltdown has forced countries to focus on thrift. The rest of the world looks at India and the saving habit of it’s public . Along with our insular banking system, public savings are a large reason why India is recovering faster than the world. Our savings are fueling public expenditure and so we need less government support I guess. And what were kids taught in India across decades? Save for a rainy day, save to ensure your future is bright, save to ensure you have a comfortable old age.

Food is another area. The world at large is shifting to organically grown food. Something our forefathers did as a habit.

Look at how we treat ailments today. Homoeopathy, Ayurveda, Unani and the like are preferred as they are more effective in some cases. Back to traditional systems once again.

Keeping fit is a multi billion dollar global industry. Exercise was always a part of our ancestors routine.

So is a return to the past a good thing? I would rely on the old adage - those who do not study history are condemned to repeat it. It will be beneficial, if we paused for a moment ever so often, and realigned our thoughts and actions with those of our ancestors. After all it was from pre historic man that we learnt that fire cuts both ways. We use it to cook our food but we never put our hand into it do we? Even if we do not get anything beneficial, we will at least not repeat past mistakes.

And that is saying a lot!

Sticking to your knitting

January 1st, 2010

Stick to your knitting

Stick to your knitting

It seems that corporate India has forgotten it’s school lessons. This old adage is eternal and in my opinion, managers ignore it to their own peril. Consider what I read and saw in the papers on Xmas day:

1. Horlicks launches noodles and takes out a front page solus in a national daily

2. Gitanjali Diamonds is foraying into spas and fine dining

3. Videocon mulls a hospitality foray

This means - a health drink company an expert in noodles? a diamond seller peddling health and gourmet dishes? a TV manufacturer and hotels? To my mind, these are huge leaps of faith that I as a consumer refuse to make. Jack Trout in his book ‘Focus’ has devoted pages explaining why companies and brands need focus to survive. He extols the virtues of narrowing one’s focus to grow business. He gives us umpteen examples of brands that narrowed their focus and won and those that expanded wildly and lost.

Lesson learnt one would think, but these latest new items make me think otherwise. Now a cardinal sin that these companies can do would be to extend their brand into these categories. Videcon Plaza hotels anyone? Gitanjali day spa? I hope and pray that they keep the heritage of their new businesses as closely guarded as the Coke formula.  Horlicks already has it’s name prominently on it’s noodle advertising and packaging. And the brand name of the noodle - Foodle (an ‘original’ take on a ‘healthy’ noodle that is a complete ‘food’ for your child). I await it’s fate. I would not like to be the Foodle brand manager!

As a small, struggling company, the temptation to dilute focus for precious turnover, stares us in the face every day. Turnover tempts and tantalizes. Clients want us to handle their press ads, design a poster, work out a BTL plan. All good money, but a dilution of our focus of online communication. The gods of good management have given us the wisdom to refuse such biz till date. We hope never to forget old adages as we grow and get more investable funds in our hands.

Qanda Hotels! Shudder!!!!!!!

Quandary @ Qanda!

December 22nd, 2009

Quandary @ Qanda

Quandary @ Qanda

We had a unique experience today. A client I had met months ago, implemented a competitors system. One of the users is a close friend. He called to say that the system had not been functioning properly. The client was not happy with the incumbent and had promised a change to their users. He recommended I reinitiate contact.

Now the thoughts going through my head were:

1. Would my prospective client think of us as an opportunistic, cold blooded corporate if I were to openly admit knowledge of their system failure and push our own package? (On a separate note: Is it very wrong to be perceived like this?)

2. Would my client feel belittled that I was proving his decision wrong?

3. What was the best way to get my pitch in without harming the reputation of my organization and the clients ego?

I chose a middle path. One which I feel is the right thing to do in such cases. I initiated e mail contact in which I updated the client about the progress we had made since we last met. Places where we had done successful implementations. What the general feedback was. The fact that our confidence levels were boosted by the positive response from new clients. I also wished the team on the festive season and on the New Year.

The results are yet unknown, but I know this:

1. We utilized the opportunity

2. We presented our achievements without sounding boastful

3. We kept ourselves in sight and therefore in the mind of a prospect

4. The old motto of ‘Always be selling’ was adhered to

5. We wished them on Xmas and New Year and spread good cheer - a very good thing to do with clients, well wishers, colleagues, friends and family

Merry Christmas and a very Happy New Year to all!

Nuff said!

It’s the Agency reckoner - Ho Hum!

December 19th, 2009

Brand Equity

One realizes that the very title to this post sounds bad. But this is something I feel strongly about and wish to express in strong terms. This Wednesday, the Brand Equity brought out it’s much awaited (??) Agency Reckoner for the year 2009. Well, I have been following the reckoner for years now and what I saw in my hands today was virtually a photo copy of last year. A differently designed copy but a copy nonetheless.

Check out these facts: The order of the top 4 agencies have not changed since ‘08. In fact except for ‘07 when Mudra replaced Lowe in the top 4, the top 4 agencies have not changed. Understandable to an extent I guess, in terms of the work they do, their influence in the industry et al. What I do not understand is how the hottest creative hot shots remain the same! Come on people, lets be reasonable. These 9 gentlemen and 1 lady have not been the creators of every thing creative in the ad world. Does this mean that every creative idea in Ogilvy was the brainchild of Piyush Pandey and all work at McCann that of Prasoon Joshi? What is the yardstick here? Years in the industry? Halo? Being the NCD? What????

I get the fact that Media barons recognized in the Reckoner are mere faces representing their organizations. But the creative people cannot be treated as such. Creativity is a gift and the true measure of a creative person are his or her ideas. How out of the box are they? How well are they represented in various media - how creative are the TVCs, Press ads, online ad units and BTL activities? What path breaking results have they achieved for their brands?

My heart goes out to each and every one of those unnamed, faceless, yet talented visualizes, copywriters, art directors, AV people whose creativity has been attributed to one individual. Cheer up guys! Your day cometh! Lage raho! (as one creative line went).

Another angle I pondered about is how objective is this ranking anyway? I agree it is conducted by a leading media house. The keywords here are ‘media house’. At the end of the day they depend on agencies to bring home the bacon. Objectivity? I do not know! As one agency hack I spoke to put it - ‘The Reckoner is good to tout numbers to our global teams when they review or visit us. Other than that we do not set much store by it’ Sour grapes? Hardly - the person and department are one among the top ten crowd.

I do however recall a magazine that I have seen very little of these days. A&M - started by an ex advertising person. Now they had an agency ranking that was awaited by the industry. The ad industry claimed it was unbiased and true. Oh for good ol’ A&M!

A worm in an Apple is not so bad

December 8th, 2009

A worm in an Apple is not so bad

A worm in an Apple is not so bad

I am a rabid fan of brand Apple. Like so many others across the globe I crave, desire and lust after every product that the company brings out. Apple to me stands for outstanding user experiences, beautiful design and things that just work without fail. With this mindset, I purchased a new Apple MacBook Pro to aid me in my online jaunts. To my horror, the Mac failed when the Apple showroom person switched it on fresh out of the box.

This was my first negative experience in many years of using Apple. I shared this with friends on Facebook. To my surprise, there were two within my small bunch of friends who had had similar experiences with their Macs. I felt a bit relieved but it also set me thinking about products and services in general. In this day and age we obsess over providing the highest quality at a reasonable cost. We believe passionately that we are only as good as the last job that we have delivered to our clients. We are paranoid about turn around times. We revel in just in time delivery and are dismayed when things go wrong.

We do not want to compromise on anything. All good in my opinion, but this episode gave me a different perspective. It taught me that once in a while, everyone and everything can and will fail. It is as real a certainty as the air we breathe. The earlier we come to terms with it the better. A simple example stares us in the face every second of every waking minute. Take our own physical body as an example. Is there a more perfect creation or machine known to mankind? It is a unique and high technology wonder that just functions from birth. But even this God made machine has it’s moments of failure. We get sick, the machine breaks down in function. We repair it and get on with life. To get philosophical, even this perfect creation has an expiry date noted down in our DNA. The machine cannot function and cannot be repaired to run beyond this date. A simple fact of life that we tend to overlook in our constant pursuit of perfection.

So the next time something breaks down - a machine, a high performing salesperson, a process critical to production, we would do well to remember. Failure is inevitably entwined with our lives. Accept this. Take it in your stride, initiate prompt corrective action and move on to greater things in life. Incidentally, this post is being pecked out on my new Mac and it works like a dream!!!

Your ears are connected to your brain for a reason!

November 24th, 2009

Don't just hear your customer, Listen to her!

Don't just hear your customer, Listen to her!

Is it so very difficult to listen to what your customer has to say? And I mean ‘listen’ and not just lending a ear!

Why the vitriol? Well I have just been going through a pretty harrowing customer experience over the last week.

Our entire biz is net based and so it is imperative that we are online virtually 24 X 7. So I invest in the latest mobile broadband modem from a reputed (and how) brand in India. It works fine on my Mac. I then do an upgrade to the Snow Leopard OS and boom! It stops the modem in it’s tracks. Two prompt visits by service folk after just one call to them. Great response time but no result. I repeat like a stuck record that they do not have the right driver for the new OS. More calls. No result.

Finally after a week, at 2200 hrs a savior calls from Chennai. He just doesn’t hear, he listens! On his own initiative, he searches the web for the right driver, calls me back and hand holds me through the entire installation process. Result - it works like magic. Do I care that I am awake at this hour. No! I am only profoundly grateful to that technical person on the phone. From frustrated customer ready to opt for another provider, to satisfied customer blogging about it overnight. Wow!

Fact 1: Customer service can be a differentiator but only if you listen, absorb, understand and take the right action.

Fact 2: A good customer service rep, who ‘listens’, can turn an irate customer into a brand ambassador

Fact 3: Your brand (esp. in the service industry) will only improve the more you listen and not merely hear.

Fact 4: Your ears are connected to your brain for a reason. Ears can only hear, your brain listens. Use your brains when in a conversation with a customer, not only your ears.