January 26, 2015

Customer Experience at Virgin’s New Club

When you’re sitting at the gate, and they announce a 20-minute delay for your flight, you can feel the frustration in the air.

When you’re sitting in a domestic airline club and you get a 20-minute delay, you think, “well…at least I’m not at the gate yet. Maybe I’ll have another pretzel.”

When they announced a 20-minute delay at Virgin’s new club in New York’s JFK, people applauded. Why? Because they got to extend their stay in the club by 20 minutes.

Salon? check. Spa? check. Pool table? check. Cheap crackers and plastic-wrapped cheese? Try United.

Capture this attitude toward making your customers happy and you’ll be hauling money to the bank like Sir Richard Branson.

[photo from Slade Architecture]

Business Problem Topology Mapping: Using Kinect in Merchandising

Business Problem Topology Mapping is taking a technique or a technology that has been used or developed for a specific purpose in one field or business category and applying it in an unrelated category to solve a similar problem.

In the video game world, the Kinect was invented to allow the game console to “see” what the player is doing in order to provide a richer and more realistic game experience. They use a device with cameras and spatial sensing to capture this movement.

A company called Agile Route is taking the Kinect and placing it atop a store shelf so that shoppers can be tracked. They are using the captured data to help design better ways to display merchandise for increased sales and a better customer experience. Brilliant!

With thanks to Jeff Sexton for sending me a link.

Using Kinect to build real world Google Analytics from Administrator Agile Route on Vimeo.

Soundbites: Impact Quotient – An ad’s power to convince

Chris: Welcome once again to BrandingBlog SoundBites with Wizard of Ads Partner Dave Young from BrandingBlog.com. I’m Chris Loghry. Hello Dave.

Dave: Hi Chris.

Chris: We wanted to talk about Impact Quotient. I would like to start by asking you what that means to a client. [Read more...]

Avery's run at 3M: Differentiate. Demonstrate. Directed Humor.

Avery (the label folks) are taking a run at one of 3M's core products…the ubiquitous Post-It note.

I like this campaign because the ads do a good job of differentiating the Avery products from the competitors, they demonstrate their use and advantages and the humor in the ads is directed in the right direction. That is, it reinforces the message rather than just being funny for the sake of funny. It's funny when the wife wipes out the guy's fantasy football board with the leaf blower and the Avery note is still firmly attached.

Sidenote: I'm growing weary of the male=doofus theme of our present society, but I'd better get used to it. Not sure what I'm talking about, start with this post from Michele Miller's Marketing to Women blog, Wonderbranding.

I think these ads, obviously targeted at women, will be enough to get people to grab an Avery product when they are displayed alongside the 3M product in a store.

Here's one of the Avery ads…the other two will be after the jump…




[Read more...]

On Your Market: Open for Business

I've been working on a soft launch for a project that has been in the works for almost 2 years. The idea is to teach business owners some of the very same techniques that we use when helping our clients with their marketing strategy. I got some very talented colleagues to help out and now I'd like to invite you to have a look. We're giving some free samples and we have it priced extremely low because we're just testing things out right now. You're welcome to sign up for the free stuff and jump in with both feet if you like. It's called On Your Market.