Wednesday, December 31, 2008

The Year Of Thinking Dangerously.

And so we end the year as we started it, amazed that stuff like this gets made. Huge amounts of money spent on two of my pet hates - name changes and celebrity endorsement - tactics that pander to the egos of executives and agencies alike while doing little for genuine differentiation.Worse still, this is happening in insurance, that most commodified of industries that has focussed on price competition, that suffers from many complaints and that could still be something very different. It's a service that makes a huge impact at a time of high...

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Tuesday, December 30, 2008

Pick N Mix Is Not A Strategy.

When Woolworths finally went bankrupt, a lot of people nostalgically bemoaned the passing of an institution and recalled making personally important purchases there decades ago (usually records or pick n mix).When Woolworths finally went bankrupt, a lot of people realised that they hadn't been there for years and recalled that they didn't really know what they sold.When Woolworths finally went bankrupt, quite a lot of people who did shop there recalled...

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Monday, December 22, 2008

Online Advertising Needs A Rationale.

..one of the main reasons for this is that advertisers and publishers are not always using the right measures to analyze advertising effectiveness. With average click rates on display ads falling under 0.1%, the correct metric to use is clearly NOT the click.The click may well not be the correct metric to use. But the fact that click rates have fallen so low is not the justification for such a statement. The online advertising business really has to get its act togeth...

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Thursday, December 18, 2008

Relatively Good Isn't Good Enough.

In 1817, David Ricardo wrote about comparative advantage and the mathematical proof that, regardless of your productive capacity, you could improve your community wealth by specialising and trading. In basic terms, it tells even the most advanced producer to focus on that which they are best at producing and to exchange any surplus production for whatever else they need.The corollary of this is that even the worst, most inept producers can exploit...

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Tuesday, December 16, 2008

Frameworks For People.

Last week I heard Lord Rogers exude cultural and moral leadership in discussing his philosophy of architecture and urban design. His description of cities as "frameworks for people" seemed to me to be a good way to think about any product or servi...

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Thursday, December 11, 2008

The Downside Of Over-Delivering.

The mantra says under-promise and over-deliver. But over-delivery lies in the eye of the customer and not in yours. For example, if you say your estimated delivery day is Thursday, delivering on Wednesday is not great service if your customer comes home to find a failed delivery note.You may well have gone the extra mile in respect of your normal performance. However, if it's not something that the customer appreciated then you weren't just wasting...

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Wednesday, December 10, 2008

How To Make Them Talk About You.

It’s simple and yet seemingly oh so difficult. Give people something that makes their life richer, that does this simply and intuitively and, most importantly of all, does it in a way that doesn’t frustrate.Avoid feature creep, avoid taking up too much of their time (that scarcest of resources) and avoid causing irritation.Do that and you find that people are hard-wired to talk about this thing that gives them pleasu...

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Friday, December 5, 2008

Marketing Begins Upstairs.

In a recent Seth Godin post, he draws the distinction between making and taking statements. The latter are approaches aimed at stealing market share, the former are designed to create new markets and as he rightly points out are distinguished by a company taking a stance and standing for something.I'd go further than that. I think it emphasises my often-stated belief of the synonymity of marketing and corporate strategy. You can't stand for something if you only consider it at the promotional stage - that way lies greenwash etc. By any proper definition,...

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Thursday, December 4, 2008

Creative Commons.

I've never bothered to fill out a social networking profile beyond the bare minimum but if I had, then Warren Zevon, Carl Hiaasen and David Letterman would all have featured. So I knew already that the three were intertwined in real life - even though I came to each of them individually and by unconnected routes.But reading Zevon's biography, I was surprised to see how many other people I like were also part of his life at some time. In similar vein,...

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Tuesday, December 2, 2008

Is Advertising Immortal?

There are a lot of advertising-funded business models around.If we can just build a community, then advertisers will want to reach them. Will they?If we undercut more expensive advertising media, we'll have a competitive advantage. Will you?If we don't charge for this, our audience will accept that they have to watch some ads in lieu of payment. Even if they did, would an advertiser really be interested in reaching a bunch of freeloaders?It's amazing...

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Sunday, November 30, 2008

Customer Loyalty And The Pareto Tyranny.

Customer loyalty is much prized and much misunderstood. The obsession with it is such that companies often confuse habit for loyalty. They see their healthy sales figures and believe they have loyal followers rather than habitual customers. They believe this right up until the point when a competitor disrupts their market and their "loyalists" suddenly jump ship.Last week, at an airline innovation forum, I also saw that this leads to customers misinterpreting...

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Tuesday, November 25, 2008

It's Spreadable Marketing, Not Viral.

In a New York bar last month, a (non-media) university friend of his asked the rest of the table to explain what Faris actually did - apart from use very long words that she didn't understand? We laughed, he pled guilty and we continued drinking. This month, he's written an excellent post derived from his own thinking and his attendance of MIT's Future Of Entertainment conference. It gives us the simple language with which to clarify what viral marketing...

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Monday, November 24, 2008

A View from the CFO's Office. . .

I recently attended MIT Sloan's annual CFO Summit in Newton, Massachusetts; not just to earn the CPE credits needed to maintain my CPA certification, but more importantly, I wanted to gain an understanding of CFOs' perspectives in this difficult economic environment. This is something that every CMO should understand to help optimize their management strategy as well as their tenure.It was no surprise that the theme of the conference was "Relentless Volatility". Jack McCullough, one of the two co-chairs of the event, put it well in his opening...

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That's Not Marketing Either.

Actually, no. A brand should exist solely to meet a customer need and, if it does, then its needs and those of the customer will be congruent. A construct doesn't have independent needs.On the other hand, a company does have independent needs and this suggestion is more a reflection of the interconnectedness of marketing and corporate strategy than anything else. Successful corporate strategy connects the needs of customers to the need of a company...

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Friday, November 21, 2008

Breaking Up Is Hard To Do.

Rightly or wrongly, I stopped looking at my blog stats well over a year ago. That way neurosis lies. But, via my RSS reader, I am informed of how many of you kindly subscribe using that tool. Overnight, not having blogged in two days, I lost three subscribers and that got me thinking. Had I (or Loren Feldman) offended readers with my Motrin post, had I bored them into submission, had they just lost the blog-reading habit or had readers switched to another RSS system? I have no way of knowing.And it's important to know why people don't want what...

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Tuesday, November 18, 2008

The Shaky Foundations Of Neuromarketing.

That is the problem with all neuroscience. We don't really know what we are seeing when we watch the brain work. Is it the thing itself - the thought, the flash of insight - or just an aspect of it, the bark rather than the dog.Professor Lawrence Parsons - Sheffield Universi...

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Monday, November 17, 2008

Marketing Headache, Motrin-Style.

There has been a little kerfuffle in interweb land this past weekend. Most people won't have noticed it. But some people got quite excited because Motrin were very slow in reacting to the "noise" and didn't apologise and/or explain that they had been joking as quickly as they should.The whole sorry saga is detailed here and includes what I had intended to be my only comment on the furore.But I was forced to blog about it because of the intervention of the honeymooning Loren Feldman who gives an alternative perspective....

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Sunday, November 16, 2008

Criminalise Your Customers?

Tara pointed me to this a href="http://www.adrants.com/2008/11/renamed-wifi-networks-guilt-freeloaders.php" target="new">story about a Dutch coffee-shop chain thatBy continuously changing the names of their store networks to such things as OrderAnotherCoffeeAlready, BuyCoffeeForCuteGirlOverThere?, HaveYouTriedCoffeeCake?, BuyAnotherCupYouCheapskate and BuyaLargeLatterGetBrownieForFree...is able to both promote items as well as guilt patrons into realizing free WiFi really isn'tThat's smart as far as it goes. But it's indiscriminately interruptive...

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Thursday, November 13, 2008

Speed Marketing (Geeks In A Crypt).

So, I found myself in a crypt full of geeks. Theoretically, I was there to learn some more about cloud computing, but instead I got a lesson in bad marketing.If you're allocated five minutes to present your thinking and insights, you can do one of two things. You can try to cram your regular half hour into the reduced time which involves subjecting your audience to a blur of slides and/or an avalanche of speed-reading. Or you can acknowledge that...

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Wednesday, November 12, 2008

Missing The Bus.

So, let me get this right. I could buy a coffee for £3, but rather than do that I should buy one of your £3 coach tickets and travel to an unspecified location where I can then spend some more money to buy a coffee I could have bought some hours ago?Isn't the point of travel to enable you to do something you couldn't do where you were? Isn't the point of this example that marketers should always ensure that they and their media contractors know what...

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Monday, November 10, 2008

Alone In The Crowd.

Marketers are increasingly trying and failing to inject social interaction into their activities. The key is to realise that something which seems social may not be social at all. In this article about Sleeveface, one line stuck out."We know this one woman who got into it, and she used to do flash-mobbing. But she says you'd just turn up, do something funny and leave, so she didn't get to meet anybody. Sleevefacing is more social"Too many markerters/advertisers...

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Thursday, November 6, 2008

Your Customer-Driven Future.

At the heart of the VRM philosophy is the intention to impel businesses to move away from a customer-focused approach and towards a customer-driven outlook. Some recent developments at Tesco.com (the online service of the UK's largest supermarket chain) provide an opportunity to clarify the distinction.Customer-FocusedTesco were the first UK supermarket to launch an online shopping site, but its initial iteration seemed to have simply cut and pasted...

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Wednesday, November 5, 2008

Marketing's Planning Process: An Ongoing Activity, not an Annual "Trip to the Dentist"

As your marketing organization approaches the end of its annual planning cycle, remember that it shouldn't end on January 1, 2009. As marketers we must get better at managing our annual and intra-year process as a part of our regular business processes vs. a once per year disruptive event. Doing so could be a helpful step forward in improving our ability to manage investment, shift resources in response to market conditions, and improve alignment within marketing and with the rest of the organization. Based upon interviews with marketing leaders...

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The iPod Generation Isn't A Generation.

While participating in a panel at Mondays's VRM conference, I made a comment about the need for all businesses to recognise that the iPod generation were accustomed to having an entirely personalised music experience and that this technologically-driven expectation would spread into every area of their life.I was bemused by some of the audience's accusations about my use of a generational generalisation and their insistence that they were more technologically-aware...

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Tuesday, November 4, 2008

Managing Expectations.

Imagine how people will be feeling tomorrow if things don't go as they've been led to believe. Anger, disenchantment and distrust will prevail. When your marketing efforts overhype what you can deliver or you fail to fulfill your promises, the same feelings pervade your potential customers. It may not be as palpable, but the emotions will be there. Just as deep and just as damagi...

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Thursday, October 30, 2008

Gomorra Marketing.

One of the many great things about this movie is the way the characters emerge over the course of the narrative. Unlike many movies, no-one is introduced, you're not told who they are nor what you should think about them. The mystery draws you in, the discovery hooks you and the reward is all the greater because of it. The marketing analogy is obvio...

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Wednesday, October 29, 2008

The Medium Isn't The Message.

"Murky is why being embraced by extreme athletes and clubgoers and gym rats and middle-class office workers and computer gamers and break-dance fans is just fine - at worst, each group simply thinks Red Bull is something for them, partly because they have never been told otherwise.""Timberland discovered success in the diverse, even contradictory, ways that consumers found personal narrative relevance."Do you really think you can know your prospects...

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Monday, October 27, 2008

Too Close To The Edit?

In what I think they said was Phil Spector's first television interview for forty years, the "genius that other geniuses come to" described The Beach Boys' Good Vibrations as an "edit song". Since he contrasted this with his own composition "Be My Baby" (which Brian Wilson calls the greatest song ever written), I took him to mean that an "edit song" was one that couldn't be faithfully reproduced live and was therefore inferior at some emotional and perhaps musical level. It's an interesting thought.Perhaps that is what the repulsion of the uncanny...

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Friday, October 24, 2008

Wired Causes And Philanthropy.

Tom Watson has written a really interesting book (albeit with an appalling publisher-imposed title) in which he expands on themes espoused by Clay Shirky with specific reference to social activism, charity and philanthropy.It is required reading. Not just because of the importance of the subject matter, not just because increasingly your business demonstrably has to stand for something, but also because it is filled with lessons in low cost marketing...

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Tuesday, October 21, 2008

Noticed Once, Never Forgotten.

When the going gets tough, businesses tend to play safe. When the going gets tough, it paradoxically becomes easier to stand out if you are brave enough to make yourself different. When the going gets tough and the competition is playing safe because of financial worries and reduced budgets, you can be frugal and still stand out. The photo above is taken from a pdf of all the interns who worked with Seth Godin this summer. He featured it on his blog...

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Monday, October 20, 2008

The Psychology Of Gullibility.

I couldn't resist a lecture with that title, now could I? It wasn't even the hoax I half expected it to be, but rather a discourse by Cornell's Head of Psychology, Thomas Gilovich on the causes of questionable and erroneous beliefs. He focused on three.1) People have great pattern recognition machinery in their mind.Unfortunately that means people often see patterns where there is, in fact, only randomness. A perfectly fair coin could land on heads...

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Wednesday, October 15, 2008

The Village Pet Store.

Not really a marketing post, just a recommendation if you're in New York before the end of the month. Though it does serve to remind you that someone, somewhere will always point out your business malpractices and that today that word will spread like wildfi...

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Tuesday, October 14, 2008

Make Marketing Transcendant.

Thanks to Lauren's art direction, I recently found myself amazed by the scale of the gallery that is Dia Beacon and being able to have huge rooms all to myself. I didn't understand a lot of it, but the comment of one of the artists Michael Heizer seemed to apply to the whole experience and many forms of business communication and interaction as well. "It is interesting to build a sculpture that attempts to create an atmosphere of awe....if people...

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Sunday, October 12, 2008

That's Not How We Explain Things.

Much as I love New York, it seems to me that the signage has deteriorated greatly - nowhere more so than on the subway. The most prominent part of this poster delivers a message that is incorrect for the majority of the day on which it appeared. It would have been much clearer to announce that there were "No late-night Brooklyn bound trains" at this station, but that didn't happen because someone has decided that the conformity of communications...

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Thursday, October 9, 2008

Co-Opting Causes Causes Customer Concern.

If your company believes in something, then don't just co-opt the sentiment as a tagline. Walking the walk is what counts, both in real life and in terms of customer approv...

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Wednesday, October 8, 2008

Missing The Customer Target.

Just saw this tweet from my CTO friend Matthias."I hate when Dell asks "what segment are you? small business? large business? home?" without explanation. Just show me computers, ok?" He's right. Yet businesses still insist on trying to categorise customers by their criteria rather than ours. Why should they presume to know us better than we know ourselves? Make it easy for customers to tell you, if it's really necessary, and then just focus on giving...

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Tuesday, October 7, 2008

Being Missed (aka Seth Godin Agrees With Me!).

Last night, I had the privilege of being one of a group of people invited to watch and comment upon a run-through of Seth Godin's newest talk. In it he adds some of the ideas from his latest book Tribes to the mix while synthesising a lot of thinking that is bubbling around social media and marketing. It was terrific.Coincidentally, one of the points he made was what I had intended to blog about today. That point is that among all this talk of social...

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Monday, October 6, 2008

Make Marketing Exciting.

If you're not excited about your product, why should a customer ...

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Thursday, October 2, 2008

Everything Is Marketing (Chapter 271).

The previously featured Ferrari emporium in Regent Street is seeking staff. But the marketing department - who previously used it to announce the arrival of the emotion of Ferrari - seems to have fogotten that its temporary storefront is still the billboard for their brand. By allowing such a badly written piece of copy (for that's ultimately what it is), they've the location all the aura and emotion of the corner-shop window replete with DIY ads...

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Wednesday, October 1, 2008

2009 Guidance for CMOs. . .

When budgets are on the cutting board, the marketing function often has to shoulder more than its fair share of the pain. The cuts of 2008 and 2009 will be no exception. In IDC's most recent budget survey, closed in September 2008, actual 2008 spend increase will be just 3.5%, a reduction from the 4% predicted earlier this year. In addition to the short term budget cuts, the pressures of the current downturn will usher in a period of more sweeping marketing organization change. In my five years as a CMO Advisory analyst at IDC, I have never...

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Don't Watch That, Watch This.

The news that ITV has developed a technology to embed advertisements into the uninteresting part of TV dramas is indicative of a desperate attempt to cling to a model that customers have started to abandon. Even if there is a lot of dead screen-space in ITV dramas these days.People change their behaviour for a reason. The appropriate marketing reaction is to understand that reason and adapt accordingly. It is not to ignore their mindset completely...

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Monday, September 29, 2008

Deconstructing Marketing Part 1.

Irrelevant use of sultry women will beguile your prospe...

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Thursday, September 25, 2008

Button Fly?

As an habituee of achingly hip Shoreditch, I am clearly meant to notice and understand this consciously clever piece of marketing.But is it really worth it? Isn't this just pandering to the theory of influentials on a postcode bas...

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Wednesday, September 24, 2008

Change Happens.

You get a letter from your health club announcing they've changed their membership rules and enclosing a new multi-paged rule booklet. You immediately wonder what that means, but you'd have to investigate to find out. You probably don't bother, but a residual doubt remains.If they had simply sent a list of the changes they had made (in the form of the relevant before and after paragraphs), there would be no suspicion that they were trying to sneak...

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Monday, September 22, 2008

12 Reasons Why Products Outweigh Promotion.

NeedsProducts address what customers wants - if they don't, they die.Promotion tries, too often, to dictate what customers need.DiscoveryProducts are discovered by customers and that builds "ownership".Promotion, in targetting customers, too often removes that potential.ExperienceProducts are as much the experience of using them as what they do.Promotion can only suggest or hype what that experience is like.PassionProducts engender passion via tangible results and intangible satisfaction.Promotion simply cannot do that.SalesProducts generate repeat...

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Friday, September 19, 2008

Cheerful Bottom?

Now that's what I call advertising. But does anybody look at banners - other than people in the business (like Kaylen who sent me this).Bonus link: the website is very welcoming. Or do I mean unnervi...

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Wednesday, September 17, 2008

Direct Marketing.

A reminder that the obvious can be very effecti...

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Tuesday, September 16, 2008

Yell.com - The Illiterate Directory.

I know I'm being pedantic, but it should be Marcus's not Marcus' and for a directory to repeat this error throughout their ad is shocking. As is the ad by the way. But given that they're presumably selling themselves as purveyors of accurate information, why didn't they choose a posh name that didn't end in S and avoid the issue complete...

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Monday, September 15, 2008

What Price Authenticity?

Authenticity is one of the great marketing buzzwords of the day, but walking around the preview of the Damien Hirst show made me wonder what we actually mean by that word.This photograph (taken from the preview catalogue) shows a number of the works being created. On closer inspection, you may notice that the artist himself is not involved in the process. He makes no secret of this and I'm not here to debate whether that makes him an artist or a...

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Sunday, September 14, 2008

Recombinant Culture?

The mela is a multicultural celebration that is "all about bringing communities together and understanding different cultures." I have attended some which featured the food of many lands as well as their music and dance. Today's fitted that bill too, but its unique apogee was an attempt to bring communities together via that renowned multicultural phenomenon - the Abba tribute band. Frida's developed a Scottish accent and Agnetha has, well, just...

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Friday, September 12, 2008

Don't Make The Straight Man Funny.

So here's the second Microsoft ad in very long form and it's funnier. It has more characters and a better script, though I'm not sure what it has to do with Microsoft per se. Yet they still screw it up at the end by trying to get Bill Gates to be wacky (and I'm sure that will feature in the thirty second version). When he's the straight man here, he's funny. But, as with all marketing, when you try to suggest that something or someone is different from how we know them to be, it just gets embarrassi...

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Thursday, September 11, 2008

Damien Hirst Marketing.

Today at Sotheby's preview of the big Damien Hirst sale, I noticed that many of the encased pieces such as "Here Today, Gone Tomorow" (pictured above) were bigger than ever. It was interesting then to read Hirst's words in the catalogue.The horror is them getting thrown away, for any artist I think. You want your work on the wall for people to see. I think that's one of the reasons I put boxes around things, so that you can't fit it in the loft/attic.Does...

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Tuesday, September 9, 2008

Perceptions Are Illogical.

Changing well-established perceptions is a difficult marketing task and there's been lots of online discussion about the merit of Microsoft's new advertising campaign. But I want to focus on one aspect of the process, the underlying logic of change. It seems to me that at least one reason why Bill Gates is featured is that someone made the following deduction. Bill Gates is Microsoft. But Bill Gates is perceived to be a hard-nosed business nerd. If we soften the perception of Bill, we'll soften the perception of Microsoft.At first, that might...

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Friday, September 5, 2008

A Closed Shave.

You assumed I couldn't write another post about assumptions? This is the beautiful new hybrid razor or azor from King of Shaves that I recently picked up from their promotional bus. It's a company seeking to shake up a category and, as I am already a great fan of their shaving oil, I was intrigued to see if their promise that one could Shave Close, Longer, For Less would stand up. It did, but sadly it would force me to have a goatee, because I found...

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Thursday, September 4, 2008

Never Assume.

As I wrote in my post about magic, assumptions can easily lead you astray. Take restaurants. It's pretty easy to guess one of the most important aspects of a restaurant as far as customers are concerned and according to this article, you'd be right.Cleanliness was rated as the most highly valued aspect of restaurant selection among almost all respondents.But what is cleanliness? In Barcelona you might be surprised to see the floor of a tapas bar strewn with discarded paper napkins and assume that it was a sloppy institution. You'd be completly...

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Wednesday, September 3, 2008

Padded Bra. Padded Justification.

Talking of giving marketing a bad name. Wonderbra has created an interactive website and poster comprising hundreds of photos of real women and a few celebrities united by larger chest size. Nothing wrong with that. It will garner a lot of publicity. Nothing that original either. It's just an extension of Dove's real beauty theme. But what annoyed me was the creative director's justification."Smart brands now know that it is increasingly pointless...

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Tuesday, September 2, 2008

Magical Marketing.

There's a magician/illusionist involved here, so we know it's a trick and it's pretty easy to work out how it's done. Like most magic, it's based on false assumptions. The trick works and impresses because the illusionist knows the assumptions we'll make and ensures that we make them.Efective marketing should also be based on knowing the assumptions your customers will make. Advertising agencies call these insights. Sometimes they are, sometimes they aren't. But, I'm not sure the analogy should be taken all the way. Here, the patsy knows he's been...

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Monday, September 1, 2008

Inside Out Or Outside In?

Interesting that the cover asks "Can America withstand the world's thirst for oil?" rather than consider the unsustainable reality of one country consuming 25% of the world's oil as the source of the problem.Marketing is not just about looking outwards. Even if something changes in your external environment/market/category, you should never forget to look with...

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Thursday, August 28, 2008

Nike's Retail ID.

This is the interior of Nike's 1948 pop-up store in London. It's one of five aroud the world that will exist for the next couple of months. Hidden away in a side street far from the regular retail haunts, it is fiendishly difficult to find and relies solely on word of mouth for traffic. So it's no surprise that it was empty when I arrived mid-afternoon on a weekday. There, however, the similarities with Nokia's flagship store ended.Physically interesting,...

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Wednesday, August 27, 2008

Rise of the Campaign Manager Role

Even the most successful technology firms continue to struggle with consistent and effective execution of their campaigns and related go-to-market strategies, unable to improve their alignment with marketing or the organization as a whole. The campaign management function provides the opportunity to solve the foremost problem of tech marketing today: that of the declining return on marketing investment that results from executing marketing mix elements in separate and disintegrated streams. Tech marketing departments that have not structured for...

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This Accident Blackspot Sponsored By.

Well, maybe it's obvious that the pole of a street lamp is just gold-plated attention-space that's crying out for some media. But, having zoomed out, you can see why it struck me that that the locals must be pretty good drivers to be able to focus on the three lanes of traffic decelerating on the hill that leads to a major intersection at the centre of this town, absorb whatever message was placed there and avoid an accident. How long, I wonder,...

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Monday, August 25, 2008

Cool Britannia?

A media guide accompanied London's eight minute presentation that took place during Beijing's closing ceremony. It apparently declared that one intention was to show that London is “the coolest place on the planet”. As one commentater observed, the mere act of claiming to be cool is an infallible indication that you are not. Marketers should remember that and also be aware that this applies to all adjectives, not just being co...

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