Tag: brand experience

Cash flow, creativity, and compassion are not mutually exclusive™

Fine wine brands: “Chanel vs. H&M”

Posted on by Red Slice

Some of you may know I’ve been a freelance wine writer online and in print before. I’m not an expert sommelier by any stretch but I love wine so I was fortunate enough to share the novice’s point of view and land some fun gigs tasting, researching and chatting up wine experts.  I often tout that good wine is any wine that you like, whether it costs $10 or $150 a bottle.

Recently, I got the chance to hear an inspirational panel of wine industry women. They were winemakers, owners, executives and even a well-known wine industry TV and radio personality.  Women winemakers are making huge strides in this very male-dominated industry, which is fabulous, considering 60% of wine is bought by women. They are on a mission to introduce more women to the rewards of the wine world – and help women use their palates (which are often better than men’s) to have confidence in choosing gorgeous wines.

As far as experiential, emotional brands go, you can’t really find any better example than the wine world. Wine is about making memories, about upscale casual summer night dinner parties with friends. It’s about great – often uninhibited – conversation. It’s about celebrating the simple pleasures of life.  Often, we’ve experienced some of our most emotional memories over a bottle of wine: an engagement toast, a comforting chat with a sobbing girlfriend, an exciting first date, a cherished holiday dinner.

There’s a quote I adore, attributed to Ben Franklin: “Wine is constant proof that God loves us and wants us to be happy.” Amen, brother. Tweet this!

The panel’s moderator, Sharon Harris, is owner and winemaker for Rarecat Wines but also founder of A Woman’s Palate, a place for women who want to connect and empower others through wine.  I loved how she described the difference between regular wines and fine wines.

“It’s like comparing Chanel to H&M.”

This is a great brand analogy. It’s not that H&M doesn’t provide fun, good or trendy clothes. But it’s how the products are crafted that makes the brand difference. Tweet this! Fine wine is crafted with love, carefully-honed knowledge of “terroir,” science and agriculture. It’s perfected to evoke a feeling or a memory and is often overseen personally by the winemaker.

The highlight for me was the discussion about all those crazy taste and aroma descriptions critics dream up for wines: “lingering notes of leather and black cherries, with a hint of tar on the nose.” Sharon’s perspective? “Fine wine is crafted with such love and excellence that it results in a complex yet balanced taste that no one word can accurately describe. It goes beyond words. Yet the memory of it lasts for decades.”

Wouldn’t you love your brand to have such an impact?

Which brands do you feel exemplify quality craftsmanship and feel “made with love?” Please share in the Comments below!

Cash flow, creativity, and compassion are not mutually exclusive™

4 things that selling tea in Chinatown can teach you about a successful website

Posted on by Red Slice

Guest post by Seth Leonard who trains and mentors people who want to build dynamic, successful websites. 

I recently started exploring the diverse and tasty world of tea.

Luckily, I live in Berkeley, right across the water from San Francisco’s Chinatown, filled with tea shops.

So when I visited this amazing neighborhood in search of tea, I visited most of the shops. But I only chose to buy from one of them. Why? Because this shop did things differently. And you can employ the exact same tactics they used in their store with your website, turning your visitors into loyal fans and customers.

Starting with…

Provide An Entry Point

The shop I bought from, Vital Tea Leaf, offered free tea tastings. Now, this was important not because it got me to enter the store, which I was going to do anyway, but because it gave me an entry point for my experience within the store.

With each of the other shops I visited, all I could really do was smell the various jars of tea. Being a complete newbie, I didn’t know what I was smelling, or even what questions I should be asking the staff. I was intimidated and unsure where to start. So I left.

The free tastings at Vital, however, gave me somewhere to start. I didn’t need to come up with the right question, or demonstrate any knowledge. All I had to do was sit down and drink some tea. At the very least, I could talk about what I tasted.

You should be doing the same thing with your website: providing an entry point. Visitors are going to come to your site, unsure of what you offer, and unsure of where to start. Figure out how to demonstrate the value you provide in an easy, accessible way.

Then give them a reason to interact with you. Give them something to consume, to comment on, or ask you about. (Tweet this!) Figure out a way that makes it easy for them to enter into a conversation with you. 

Engage

Once I was seated at the tea tasting table, Royal (his real name), my host, worked to engage with me. He didn’t ask me what my favorite tea was, or even tell me what his favorite tea was. He asked about where I was from and we talked about Chinatown.

Royal was friendly and excited to talk to me, as well as the other people doing tastings. He would serve various teas and look on with curiosity as to how we would react. He wanted to hear our opinions. He gave us tips on brewing tea that later made me feel more knowledgeable and comfortable in making a purchasing decision.

Your website is about more than selling (when I say selling, it could be a product, service, or content you want people to see). Your website is about engaging with your audience, and giving them a reason to be there other than to buy. (Tweet this!) It’s about empowering them with the knowledge to make a decision about their next step.

People want an experience. They want to feel a part of something. Open your website up to your visitor. Be curious about them and hear what they have to say.

Give them a seat at the table, something to discuss, and then listen. Give them an experience. Engage.

Offer Social Proof

The free tastings at Vital meant that there were always people in the shop. Watching us laugh and nod our heads at the tasting counter only encouraged more people to join us. Just as it
was reassuring for me to see others interact with Royal before I sat down, my presence helped other people to join the group.

Sometimes it helps to think of your website as a party. You want to arrive when there are already guests there. And you want to see that those people are having a good time. It lets you know that you’re not making a mistake by being there.

One of the values of engaging with your website audience is that it shows others that there is a buzz going on. Visitors become more likely to add a comment after they see that a discussion has already started. They’re more likely to explore your site, knowing others have already found value in it.

So whether it’s displaying your comment count, Twitter follower numbers, or testimonials from past clients, find a way to offer some social proof that you’ve got something valuable to offer. (Tweet this!)

Don’t Be Pushy With Sales

Royal never once asked me if I’d like to buy any tea, even the ones I obviously liked. He probably could have at the end, and I wouldn’t have minded. And perhaps he lost some sales to others who started by looking for free tea, but who would have bought if he had asked.

What Royal did, however, was give me confidence in what I was buying. The more I knew, the more I tasted, and the more I trusted the source, the more likely I was to buy.

I walked in to Chinatown looking to buy. I just needed to find the right experience that would make me comfortable in doing so.

Your website audience is the same. They are looking for a solution. They wouldn’t be at your website if they weren’t. They want to invest in something. You just need to give them the confidence to do so. (Tweet this!)

Empower them. Give them an entry point. Engage with them. Offer some value, offer some social proof. And don’t be overly pushy.

After that, they’ll be more than happy to give you their attention, and maybe even their money.

Thanks Seth! Do you have any real world purchasing experiences that have led you to think differently about your website?  Tweet me @redslice or share with us on Facebook.

Cash flow, creativity, and compassion are not mutually exclusive™

Your assignment: Wake up and smell the coffee

Posted on by Red Slice

Today, I’m giving you a homework assignment.

Many clients look at me sideways when I ask, “What are your brand differentiators?” They are not sure why they are better, smarter, faster, cheaper, hipper than their competition. Or they struggle because “Well, I offer coaching services just like ten billion other coaches. Nothing I can say or do makes that different.”

Ah, but yes you can.

Sometimes our differences are not in the “what’ we sell, but “how” we sell it – the experience we offer. That is the root of brand strategy.  Sure, you want to offer unique products or services. And if you want to avoid competing solely on price, you better ensure your quality appeals to your target audience as well.

Continue reading “Your assignment: Wake up and smell the coffee”

Cash flow, creativity, and compassion are not mutually exclusive™

What is your weakest brand link?

Posted on by Red Slice

We’ve all heard the saying, “You’re only as strong as your weakest link.” And that is never more true when it comes to branding.

You know what I mean. You have a  bad experience with one clueless customer service rep and you talk trash about the company as a whole. You get bad service from one waiter at a restaurant and you never again go back. You get snubbed by one clerk at a local independent bookstore (as I recounted in my book) and you judge the whole business as  unfriendly and rude.

Seth Godin just wrote a great post about the worst voice of the brand representing the entire brand. And it’s true. It may take years to build up brand value and loyalty and just moments for it all to be wiped away.

Granted, if you have a strong, consistent brand, people will be a little more forgiving of a faux pas. The mark of a power brand is that it has enough “brand capital” built up to withstand some PR gaffes and mistakes, as we’ve seen with JetBlue and Apple.

But too many businesses do not hire the right people who will embrace their brand. More accurately, they don’t “train” them on the brand at all. They assign them a desk, show them how to use the cash register, or review their benefits but do not offer a “Brand Education.” Mostly, this stems from many businesses not documenting their brand strategy and values somewhere. But it also stems from devaluing this important aspect of your business.

If you want to be a friendly, playful or approachable brand, you’d better hire people that embody that. If you charge premium prices and hide behind the name of a famous chef you’d better have the best waitstaff around, not clumsy and inconsistent customer service (this happened to me last weekend: The waiter didn’t come to out table for 10 minutes after seating,  I had to ask for a coffee 3 times and they also brought the wrong meals to our table). If you value making he customer happy at all costs, then you’d better ensure your store staff are empowered to make decisions on the spot and not have to get 9 approvals for a return.

What is your weakest link? How can you strengthen it? PS: You may want to attend one of my upcoming Brand Strategy Retreats in Seattle or San Francisco to get some guidance on clarifying and documenting your brand for your employees or partners.

Cash flow, creativity, and compassion are not mutually exclusive™

Any Open Letter to restaurants: Stop tarnishing your brand at Valentine’s Day

Posted on by Red Slice

Oh, how I wish there was a forum to send a message to every restaurant owner in the country and know it would get read.

Just like my open letter to business owners, this one goes out to any restaurant, bar, or eatery that serves us on Valentine’s Day. STOP. TARNISHING. YOUR. BRAND.

We all know Valentine’s Day is a money maker for you. And it’s so easy to say, “Let’s pack in as many people as we can and do a fixed menu so we can cycle them through faster!” I know margins suck in the restaurant business. I know it’s a tough industry in which to be successful. But do you understand what you’re sacrificing for the quick buck?

The last few Valentine’s Days, my husband and I were so annoyed at pre fixe menus. Like cattle, we were herded into what were supposed to be some of the finer dining establishments and crammed into obviously-added tables, elbow to elbow with the patrons next to us. We were given 3 entrée options that were mass produced and only allowed to select certain wines.  It sucked. Many of these restaurants were ones we were trying for the first time (hello? new potential loyal customers?!) and we were so disappointed with that experience, that even though we know it probably isn’t always like that, we have never gone back. The experience soured us on their brand.

My question is: Is ruining your brand for the long-term really worth it?

Just like I don’t understand why churches pack people into hot, sweaty, standing-room-only situations at Christmas and Easter rather than adding new masses – and in the process, making anyone coming for the first time in a while vow never to come back again – I don’t get how you can squander this opportunity to showcase your brand in it’s best light. This is a prime chance to turn first-timers into loyal customers.

We tried to avoid the chaos this year. Thinking we were smart, we went out on Saturday night instead to a place we were so excited about.  But they were crafty: they knew people would be going out over the weekend, and therefore had a pared-down Valentine’s menu (albeit with many more choices than a pre fixe) for the whole darn weekend. The food was good, but we felt we didn’t get to try some of the more traditional options we would have liked.

I know you want to make as much money as you can in one night. But at what cost? Do you really want my first impression of your place to be chaos and lack of choice? How likely am I to return? There is a great restaurant here in Seattle that we tried on Valentine’s Day last year. It gets great reviews. The regular menu looked amazing. But we won’t go back. We feel annoyed and gypped by that experience.

Is your long-term brand reputation and increase in your loyal customer base worth sacrificing for one good night of sales? I guess I would ask that questions of anyone who trades brand building for short-term gain.

Cash flow, creativity, and compassion are not mutually exclusive™

Brand at Work: MOO

Posted on by Red Slice

I love brands that use every customer touchpoint to delight their buyers. Most recently, I got the chance to fall in love with MOO. A UK-based firm with a U.S. office in Rhode Island, MOO prints mini and full size business cards, postcards, greeting cards and more. You can print different images on each card, and they also use recycled and sustainable products. MOO cares about beautiful design and quality products at a decent price. They inject their fun, friendly and bubbly brand into thousands of little things and really understand the concept of “enveloping” their customers in a brand experience that gets people talking.

I recently ordered some minicards from them to promote my book, Branding Basics for Small Business. I wanted to leave people with a reminder about the book, rather than having them scramble for a piece of paper and a pen.

First off, the automated email message about my order: Full of personality. It starts with, “It’s Little MOO again. I thought you’d like to know, the following items from your order are now in the mail:” and ends with:

 Remember, I’m just a bit of software, so if you have any questions regarding your order, the best place to start is with our Frequently Asked Questions. We keep the answers here: http://www.moo.com/help/faq/. If you’re still not sure, contact customer services, (who are real people) at: http://www.moo.com/help/contact-us.html

Thanks for ordering with MOO – we hope you love your order,

Thanks,

Little MOO, Print Robot

They took a boring, bland auto-email and turned it into a reinforcement of my decision to buy from them. Easy. Simple. No extra cost to do this.

Secondly, packaging: Your package arrives  in an appealing array.  They use package messaging to further reinforce their quirky friendly brand, with little sayings like, “Yay! You’re Our New Best Friend” in the holding case I bought, and a wrapper on the box that said,

“Your MOO minicards are inside*

*Open them quick!”

Everything about them is small, compact and sustainable. They actually design their packaging to be reused. Here is what they say about this on their website:

We think receiving products from MOO should be something special. After all, it’s your artwork, your photography, your event or your business you’re promoting. Something to be proud of and something to be shared. So we custom design our packaging for re-use, resale and recycling. If it’s worth packing, it’s worth packing well.

Third, website copy: Just look at the clever and witty way their website copy is worded and you instantly understand their brand and what they are about. The brand promise carries through in tone and word choice. Friendly. Bubbly. Customer-service focused. Check out this page for just a taste. This is actually a website you want to read and enjoy.

It is very clear throughout all of their messaging that they stand for fun, quality and environmental sustainability.

What does your business stand for? It is clear across everything that you do that this is the promise you deliver? Why not take a look at some of the simple, inexpensive things that you do and see how you can inject your brand voice into them to delight your customers?

Cash flow, creativity, and compassion are not mutually exclusive™

How to Parlay Your Personal Brand into Your Business Brand

Posted on by Red Slice

This is the number one brand challenge I hear from small business owners. “But so much of my business is tied up in my own personal reputation and who I am. How do I ensure the company builds its own brand, independent of me, so I can expand?”

Take a tip from Warren Buffett, who announced his heir for Berkshire Hathaway as an unknown 39-year old named Todd Combs. He is quoted in the WSJ as saying, ‘He is a 100% fit for our culture. I can define the culture as long as I am here. but we want a culture that is so embedded that it doesn’t get tested when the founder of it isn’t around.”

A culture that is embedded. Ah, Warren: a financial and branding genius.

Companies do this all the time, so it’s not as hard as you think. The company brand reflects the values and philosophy of the founders, but in a way that applies to the corporate entity. See Disney, Nordstrom, McDonald’s, Facebook, Microsoft, Nike, Wendy’s. Many of these companies end up with very strong brand stories about their founders’ passion and values and serve to further attract customers.

Here are some tips on how to inject your personal brand into the DNA of your business so that it lives on even if you are not at the helm:

1) Depersonalize: The biggest thing about personal brands are the values and attributes that the founder shows as a human being. Take those and make those the values and attributes of the company as a whole and how you do business. If your own reputation and image is based on honesty, integrity and straight talk, then bake those attributes into your company’s standard operation procedures, policies and visual identity and make sure they live somewhere that the entire company can see. Turn what you are known for into what your company is known for. I also call this “operationalizing your brand.” If people come to you because you are the type of gal who always returns calls the same day, then make that a company policy that any call is returned within 24 hours, no matter who received the call.

2) Document: You can’t measure and manage to something that is just inside people’s heads or inherent in only your own personal actions. How is that repeatable? Once you develop your values, mission, and the brand attributes for which you want to be known, write them down. Revisit this brand playbook periodically – it may need to evolve as you grow. This playbook can then start to inform all of your brand communications: visual, verbal and experiential. This is the whole premise by which I consult with my clients and why I wrote my book. Ya gotta WRITE IT DOWN if you want to standardize it.

3) Hire Right: Warren Buffett and others understand that brand informs culture, and culture informs how you hire and who you hire. Do you recruit people intentionally who understand and embrace your brand? (Hint: if it is not documented anywhere per #2 above, that’s your first problem) Or do you just hire the marquee names and checklist of skills on their resume? I recently heard a recruiter talk about how they hire by the Iceberg principle. Meaning, above the waterline, you look for the right skills and resume from a candidate. But it’s the skills below the surface – if the person embodies your brand, culture and values – that matter even more to success and longevity of the company. She said more often than not, the problems occur because of misalignment on these “below the water” soft skills and attitudes. If you have personal values and a reputation that is the number one reason people do business with your company, then you’d better make damn sure you’re hiring people who reflect that same work ethic and brand. See Mr. Buffett’s quote above. Use your brand strategy to guide hiring decisions – not just to decide upon your colors or packaging.

Photo credit: Brooke Lark, Unsplash

Cash flow, creativity, and compassion are not mutually exclusive™

What do others see in your brand?

Posted on by Red Slice

Wow! A writer for Gnosis Arts Microtank assessed the Red Slice brand recently in a very complimentary piece called The Science of Branding. You should check out all parts of this series, as it’s very interesting in terms of how branding works in the human brain. This Part 2 talks about 6 modern branding approaches:

  • individual branding
  • attitude branding
  • emotional branding
  • iconic branding
  • no-brand branding
  • mindshare branding.

How do others interpret your brand? Is it the image you want them to have or not? Brand lives in the minds of customers and all we can do is try to influence that perception visually, verbally and experientially – across everything they do. But they have the final say. Someone I worked with recently has a very feminine logo and website look and feel, and I was shocked to find out that ideally, she’d like to work with executive males. Talk about delivering the wrong message to the wrong audience! Her ideal clients may have visited her site only to be turned away by what what they saw, or to decide that she wasn’t for them.

Red Slice was listed as an example of both emotional and iconic branding. The writer of the article got it right when he talked about me going for that emotional connection with Red Slice. He correctly interpreted the red apple standing out from the sea of green apples as something to be desired (differentiation). I help clients create a brand and messaging that will stand out from the crowd, connect with customers and delight them. Working with my design team at Karo on this site, I wanted to convey “fresh, juicy, irresistible” and the writer assessed this accurately based on the imagery of all the different pages. However, he also saw some “sexiness” and “forbidden fruit” in some of the imagery and experience that I never saw before. Being so close to my own brand, I had not seen this and it was unintentional. But  that aspect of “attracting” your audience still works for my business, in my opinion. Businesses want brands that people can’t resist and that they talk about. While I don’t believe a “sexy” brand is the answer for every client, I do try to find some aspect of sizzle in what they do for their target audience!

They also talked about the importance of this consistent experience carrying over to my well-designed Facebook page. That was, again, by design. You want to convey the same brand message in everything you do. Thanks to Socialbees for a great job translating my brand and design to Facebook. Love them.

It’s worth it to get some objective opinions about your branding and what it is saying. But do this carefully, as to many opinions can really muddy the waters. You want to make sure you are asking people who are close to your target audience or who know how to give objective brand opinions. As I mention in my book, asking your 21 year-old nephew what he think of a your brand, which is designed to appeal to 50+ year old women might not yield the best insights for you. Miley Cyrus is a branding phenom for her target demo, but I can’t stand her. And I’m not supposed to – she’s not meant for me.

Seek out an objective brand audit from a prospective target customer, a loyal current customer, a trusted partner or a branding expert. You may be surprised that you are saying something you don’t mean to say – or not saying something that you think is coming through loudly and clearly.

Cash flow, creativity, and compassion are not mutually exclusive™

Why should I talk about your business?

Posted on by Red Slice

Loved this recent post by Seth Godin about why ideas spread. This directly relates to benefits and why people should talk about your company, your cause or your brand. What is in it for them?  Do you know why they should care/recommend/buy? And if you do, is your brand set up to address it so they  know?

It’s one thing to know in your own mind why your business is so fabulous, your services so irresistible, your value so awesome. It’s another to connect the dots for your audience through your tone, words, visuals, elevator pitch and customer experience so that they will also know and understand. That, ladies and gents, is good branding.

Cash flow, creativity, and compassion are not mutually exclusive™

Battle of the Eco-Markets: Whole Foods vs. Metropolitan Market

Posted on by Red Slice

Guest post from Red Slice intern Suzi An

I am a Whole Foods fiend. I shop there every week, I read their blog on a daily basis, and I tweet about them constantly. In fact, Whole Foods is the reason I am going to a University; I wrote my college essay on Whole Foods. Now, I live in Queen Anne where two Metropolitan Markets exist. I tried to do the whole Met Market thing but I could not break away from my Whole Foods. Aesthetically, the Met Market’s exterior is pleasing. I am greeted by bundles of different colored flowers and stacks of in-season melons. But once I walk inside, I see minimal selections of everything from dairy to bread and I’m greeted with the smell of grease from the deli. I walk over to the produce section and I see small apples for over $2 a pound and vegetables that do not look so bright. I peruse the aisles and find that I could find the majority of their products at QFC (which is closer to where I live than Met Market). Where is the exciting marketplace that their mission promises? Everything looks generic and bland to me. The florescent lights blare down on my face and I know I do not look good in this light! I was led to believe that Met Market is a supporter of our local farmers but instead they focus on world-class products, which explains the higher prices. My experience at Met Market has been a bit depressing and underwhelming. Then I start checking out and I regret everything I just purchased. With maybe about eight or nine items, my total cost is around $80. I feel like for the amount of money I paid, I should have received much more.

Contrast this with my experiences at Whole Foods which make me feel like a better person. The minute I walk into any Whole Foods, I’m met with the smell of fantastic foods that are being prepared for customers. I walk through the pastry aisles and see a wide array of choices that I usually skip over it because it does get overwhelming from time to time. I then walk through the produce and fruit section where there are great looking colorful carrots on display among asparagus, kale, and swiss chard. The arugula looks amazingly fresh and crisp and I can smell the bananas and pineapple drifting toward me. I then walk to the bulk aisle but get distracted by the seafood section. The fillets of fish are glimmering and look so moist. The fishmongers are attractive and give you a smile as they shout out if you need any help. I weave in and out of the middle aisles until I finally backtrack and head towards the meat department. My mouth begins to water. All the different meats are carefully displayed and my attention goes to the rack of lamb. It sits there so deliciously that my mind wanders into the land of cooking possibilities. After I am done with my shopping escapade, I wobble towards the check out lines with my heavy groceries. My total comes out to be around $70.

Let’s reflect back on this for a moment: I bought fair trade bananas, organic, local, and GMO-free produce and fruits, preservative free products, and hormone-free, antibiotic-free, meats, along with many other snacks. Not to mention there was a fantastic sale on their pretzels and yogurt. I basically bought a good week and a half worth of groceries for less than what I had spent at Met Market, where I experienced lame service (except for the fishmonger, he was very nice) and a generic shopping experience. If I’m going to spend that much money at Met Market, I expect something more than just an average grocery market.

I appreciate the effort Whole Foods puts in to connecting with their customers and making them feel like how they shop makes a difference . I love the fact that every time I tweet about them, I receive a response. I love how the staff actually gives you recommendations and thanks you for bringing in your own bags while you are bagging your own groceries. You may say I’m obsessed, but the experience I receive at Whole Foods will make me a lifetime consumer  – and loyal raving fan.