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Beating Industry Benchmarks
In my previous blog, I discussed a fast way to assess relative marketing performance, and covered proven approaches to improving six industry benchmark-based Key Performance Indicators (reach, share, engagement, loyalty, pipeline, and progression) that can boost overall marketing effectiveness. Today, I’m going to review some of the key findings from recent research around Marketing benchmarks. I’ll select key metrics from each of these three benchmarks and their implications for optimizing marketing performance.
Positioning and Differentiation from the Ground Up
Sun, Oct 21, 2012 — I have heard many CEOs say, “I do not know how to explain what we do." Positioning your company in the marketplace and differentiating it from its competition are absolutely critical to survival. But what steps do you take to turn a murky corporate image into a firm message that communicates quickly and opens wallets?
The Power of Yelp: You Can't Ignore It
Thu, Oct 4, 2012 — What do you do when you want to try a new restaurant? Well maybe not you in particular, but many people turn to Yelp. Yelp is a social site where members post reviews of local businesses where they eat, shop and go to for services. And many people read those reviews. In fact, Yahoo News reported that a 1/2 star change in reviews can increase customers in the restaurant by almost 20%.
The Importance of Authentic Service and Hospitality in Business
Tue, Oct 2, 2012 — What Makes Exceptional Service in Your Business? Recently I have been looking more closely at service — which factors contribute to great service in business and which elevate the quality of service to exceptional levels. I have considered both the objective, measurable components of service as well as the subjective — less tangible factors that focus on the specific relationship between those served and those serving. It's fairly simple for us to evaluate the concrete aspects of service. We, as marketers, preach and follow mantras of "what gets measured, gets done," and "if we can't measure it, we can't manage it." We rate and measure service quality with customer satisfaction research and Net Promoter scores. Measurement is, and will continue to be, a critical component of our understanding and responding to day-to-day performance in our businesses. In today's increasingly competitive market though, is evaluating only the easily measured variables sufficient? Is doing this alone enough to raise our customer service from great to exceptional? Does it ensure that our business performance is consistent with our vision, values and strategy?
Sales is RIGHT? It IS Marketing's Fault?
Sun, Sep 30, 2012 — The Eternal Conundrum. The sales executive comes to you and says that marketing isn't delivering qualified leads. The marketing executive responds that they are delivering qualified leads, but the sales people can't close them.
Business Growth Strategies: Keeping a Stainless Reputation
Thu, Sep 27, 2012 — A Case Study on Sustaining Generational Growth Blickman, a fifty year old family owned business, is a leading manufacturer of high quality stainless steel materials handling and storage equipment for the health care industry. The customers include facility planners for hospitals, outpatient surgery centers, doctor’s offices, laboratories, clinics, and any health industry facility that needs fabricated stainless steel materials handling and storage systems. Blickman is owned and operated by two brothers. One serves as CEO and the other serves as CFO. The company recently invested in creating more capacity and needed help with strategic planning to increase revenue and utilize the additional capacity. The company did not have a CMO and brought in a CMO from Chief Outsiders. Because of the economic downturn, many new healthcare facility construction and expansion projects were unfunded and on hold so the market growth was stagnant. The business was not growing as the owners envisioned, and there was no strategic growth plan or marketing strategy to take advantage of the Blickman brand’s excellent reputation. The market has evolved to an RFQ lowest-bidder-wins environment. Blickman is not the lowest-cost provider and does not want to compromise their quality image by producing inferior quality. Blickman had not done a strategic plan and the focus was on day–to-day operations and opportunities. There were no strategic marketing initiatives.
7 Leadership Insights for CEOs from a U.S. Air Force Major General
Wed, Sep 26, 2012 — “Be the boss you wish you had” is the cornerstone of leadership wisdom that was imparted by US Air Force Major General Garrett Harencak to those attending a recent networking meeting by the Commerce & Industry Association of New Jersey (CIANJ). Major General Garrett Harencak, a highly decorated general, captivated the audience for an hour speaking on a subject he is passionate about: leadership. According to the General, leadership is something that you have to “practice every day”. Admittedly, it is not something that he has fully mastered, although I am sure he is quite accomplished. Leadership is something CEOs, small business owners, or anyone leading a team (in business or otherwise) can always strive to improve upon (including myself).
The New CEO Mandate
Mon, Sep 17, 2012 — Guest post by Luis Gallardo, Author of Brands & Rousers: The Holistic System to foster High-Performing Businesses, Brands & Careers.
The 3 Distinct Advantages of Vistage
Sat, Sep 15, 2012 — Leaders of mid-sized companies are pretty impressive people. As leaders, they bring insight, determination and courage to work every day. So where do the great CEOs of these companies go to get better? Some 16,000 mid-market leaders worldwide have figured a way to get expert advice – from each other. As a Vistage member, a roomful of CEOs during any given monthly meeting may be directing their focus on your business. Over time, they’ve gotten to know how you tick. And they’re providing insights; offering their experience; even holding you accountable from one meeting to the next. That’s the core value that Vistage brings its members. Chair Leadership The concept of CEO peer groups isn’t unique. But it’s highly effective. And Vistage has honed the practice to an art. By recruiting top business leaders still in their prime into the role of Chairs, then assembling “boards” of CEOs of similarly sized non-competitive companies, Vistage orchestrates an environment that is unmatched by any other CEO peer group organization that we’ve encountered at Chief Outsiders. Patrick “Pat” Mulligan of Austin knows the value of Vistage inside and out. As a young CEO, he joined Vistage in 1987 and learned firsthand how a peer group of business leaders could improve performance. Now, Pat is putting his decades of experience to use as one of the founding Chairs in Austin, and leader of 3 peer groups. There are several dynamics in his peer groups that work together to ensure value for his members:
For Business Strategy, Timing Can Make All The Difference
Thu, Sep 6, 2012 — I got to thinking the other day about the importance of timing for successful business strategy. I can remember several instances when I had made or been part of business proposals that were not initially approved, but ended up being put into place and were very successful. Some were vehemently shot down and dismissed with words like “we will never do that!”, only to have us do the exact thing proposed sometime later. One example was a proposal to our CEO for expanding our product portfolio with a service line adjacent to our main business. Although we were the established market leader, we felt our future growth prospects were limited and that within a few years we would be faced with the scenario of trading customers with our competitors and raising prices in order to meet our financial goals. Our proposal was to launch a new product line, either through our own development or through an acquisition, which would serve as a source of future growth. We presented what we considered to be a compelling business case which detailed the large market opportunity, attractive margins, fit with our sales model and, most importantly, the pain points we could address for our customers. Although a departure from our main product, it was a fit with our core capabilities, and was a credible expansion for our business.