Deciding to Decide

It's been widely reported that the difference between us and the rest of the animal kingdom is apposable thumbs and the ability to reason. And wouldn't it be so much easier if that was the only difference?

We human types are complicated creatures and I suspect our reasoning minds add way more complication than is required to live a successful and contented life. We want more money to buy more things; we want to climb company ladders to achieve bigger titles; we want a nicer house than Bob across the street; the list is endless and most of it is useless to finding happiness or contentment. 

More More More

When we get our first apartment, it's usually filled with hand-me-downs from our parents or family. I think I was well into my 20's before I purchased my very own set of new cutlery (silverware) which went nicely with my very own set of new dishes and cups. 

Fast forward many years and many moves and many sets of dinnerware, and now I have stuff I actually don't even remember buying and why is that? Are we seeking something we can never catch? Is last year's car not good enough for us? Do we really need that food processor that will grate cheese in seconds? And better yet, have we learned anything after experiencing a global pandemic?

Less is More

I think one of the sources of our unhappiness is that we have no clue what we want or what we'll do when we find it. I recently had to return some items I bought online because they were the wrong size. As I was dropping them off at the courier place, I realized two things – I didn't need the items and have no intention of re-ordering different sizes. What is that? Boredom? I'm not sure.

I guess we can make the case for just about any decision. That's why you can buy a McLaren supercar in hot pink. Our reasoning minds aren't always sound in their decisions. So while we search for something we'll never find, perhaps figuring out what we need and dumping the rest is a good first start?

 Perhaps my parents' old couch was all I needed?

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Has Covid Changed Anything?

I strongly dislike parking lots. No one is watching anyone. People have their agenda in focus. Accidents are waiting to happen. Stress begins before you even get to the store. I had to navigate such a place last weekend at the mall.  

In this one trip, my car was almost sideswiped twice; I got the death stare from a woman with kids in the car who was there first when I wasn't even looking at her beloved spot; two guys were standing by their cars screaming at each other over a spot; and I saw four cars parked over white lines to render the spot beside them useless because the driver's were far too important to think about others. 

Lord of the Flies Personified 

Are we all so important not give one second of care to another person? I eventually found a spot far away from the action and headed to the shops. 

As I approached the door, there was a younger couple behind me. I opened the door and stepped aside to offer them the way in first. They didn't even make eye contact and chose another door. The three guys standing in the middle of the aisle discussing what appeared to be nuclear codes couldn't possibly dare shimmy to the left to allow this old dude by so I moved to the other side. 

Old World Order

This isn't about shopping or parking. We are still in the midst of a global pandemic. Despite the crowds and removal of masks, I know vaccinated people still getting covid.  

I suppose I was holding hope we would be a kindler gentler world after experiencing the most dangerous health crisis in a century. I thought we might have created a better place after millions of lives were lost and almost everyone we know got sick.  

Arguing over parking spots isn't evidence of either.

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Decide Then Verify

It's been widely reported that the difference between us and the rest of the animal kingdom is apposable thumbs and the ability to reason. And wouldn't it be so much easier if that was the only difference?

We human types are complicated creatures and I suspect our reasoning minds add way more complication than is required to live a successful and contented life. We want more money to buy more things; we want to climb company ladders to achieve bigger titles; we want a nicer house than Bob across the street; the list is endless and most of it is useless to finding happiness or contentment. 

More More More

When we get our first apartment, it's usually filled with hand-me-downs from our parents or family. I think I was well into my 20's before I purchased my very own set of new cutlery (silverware) which went nicely with my very own set of new dishes and cups. 

Fast forward many years and many moves and many sets of dinnerware, and now I have stuff I actually don't even remember buying and why is that? Are we seeking something we can never catch? Is last year's car not good enough for us? Do we really need that food processor that will grate cheese in seconds? And better yet, have we learned anything after experiencing a global pandemic for over a year?

Less is More

I think one of the sources of our unhappiness is that we have no clue what we want or what we'll do when we find it. I recently had to return some items I bought online because they were the wrong size. As I was dropping them off at the courier place, I realized two things – I didn't need the items and have no intention of re-ordering different sizes. What is that? Boredom? I'm not sure.

I guess we can make the case for just about any decision. That's why you can buy a McLaren supercar in hot pink. Our reasoning minds aren't always sound in their decisions. So while we search for something we'll never find, perhaps figuring out what we need and dumping the rest is a good first start?

 Perhaps my parents' old couch was all I needed?

   __________________________________________________________________

Coffee and TV and Sleep

Here are some interesting facts about how we spend our lives from Distractify.

Twenty five years is for sleeping. We’ll work about 10-12 years in real time. This is discouraging, only 48 days having sex – keep in mind, it’s an average. We’ll watch about 9 years of television. Close to 3 years cooking, another year cleaning, and just over 4 years driving our cars.

We’ll drink 12,000 cups of coffee, 48 pounds of tea, and a measly 14 days kissing. Tack on another year of our lives deciding what to wear, 8 years shopping, 5 years sitting at a desk, and we’ll swear about 2 million times.

Life Gets in the Way

Interesting stats but if the average person in North America lives just over 78 years, it doesn’t leave us much time for reflection. But we’re far too busy for that. We have stuff to do, places to go.

When was the last time you gave your team a few minutes off, during the day, at work, to just clear their heads? Yes, quiet time at work. Life is an instant yet we take so little time for ourselves. You just spent about a minute reading this post.

Give yourself the next moment to reflect.
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Finding the Quiet

Here are some interesting facts about how we spend our lives from Distractify.

Twenty five years is for sleeping. We’ll work about 10-12 years in real time. This is discouraging, only 48 days having sex – keep in mind, it’s an average. We’ll watch about 9 years of television. Close to 3 years cooking, another year cleaning, and just over 4 years driving our cars.

We’ll drink 12,000 cups of coffee, 48 pounds of tea, and a measly 14 days kissing. Tack on another year of our lives deciding what to wear, 8 years shopping, 5 years sitting at a desk, and we’ll swear about 2 million times.

Life Gets in the Way

Interesting stats but if the average person in North America lives just over 78 years, it doesn’t leave us much time for reflection. But we’re far too busy for that. We have stuff to do, places to go.

When was the last time you gave your team a few minutes off, during the day, at work, to just clear their heads? Yes, quiet time at work. Life is an instant yet we take so little time for ourselves. You just spent about a minute reading this post.

Give yourself the next one for some quiet.
__________________________________________________________________
Kneale Mann | People + Priority = Profit

openheart

Shopping More or Less This Year?

As millions race around today to do their final shopping and preparations for the big day tomorrow, some interesting statistics were released last month from Nielsen.

Of the online survey participants from fifty-six countries, almost half planned on spending around the same on Christmas as last year and a quarter expected to spend less. Eleven percent claimed they will spend more than they did in 2010.

Some More. Some Less. Some Same.

Of those who expected to spend more in 2011 for Holiday gifts, the majority are in the Asia Pacific and Middle East regions while Europe dominates the top countries where survey participants were planning to spend less this year.

Asia Pacific participants listed technology, apparel, books, vacations and jewellery. European participants listed books, toys, technology, apparel and vacations. Latin America included apparel, vacations, technology and bedroom/bathroom accessories.

Middle Easterners and Asians had technology, apparel, books and bedroom/bathroom accessories. North Americans listed toys, gift cards, technology, apparel and video games/consoles. And online shopping continues to increase which may surprise you if you are shopping today in the last mad dash so be careful out there!

If you celebrate, have a great Christmas!

Kneale Mann

image credit: Nielsen

Virtual Malls and Other Fun Holiday Treats

If you celebrate Christmas and have had the pleasure of visiting one of your local retail outlets in the last couple of weeks, you know that you are certainly not alone with regards to leaving the shopping list until the last minute. It is crunch time, the last weekend before the big day and the race is on.


Stores and malls are crawling with people these days. Each purchase may not be as large as it was three years ago and the average shopper may not be spending as much overall, but that does not have much relevance as you are trying desperately to find a parking spot at the mall this weekend.

The Virtual Parking Space

Changes on the web happen faster than we can seem to measure but there is ample evidence to prove that those malls and shops would be even busier without the invention of online shopping.

Here are some highlights from a Statistics Canada report on online shopping from last year.

In 2009, Canadians spent $15 Billion in online purchases with an average of $150 a pop. 51% were aged 16-34, travel and events were the biggest sellers while men bought electronics online at a rate of 2:1 to women.

Search. Seek. Shop.

To think that online purchases are replacing in-store sales is not quite the case. In fact, almost 70% of those who search for an item online then buy it at the retail location. Which points to the necessity of a solid web presence and great customer service. As well, evidence is certainly showing that those numbers will be moving around for a while as we buy more large ticket items from the comfort of our sweat pants.

Zappos is an online shoe retailer that has been used countless times to illustrate how to build a successful online business. One critical element of their success is filling orders quickly and accurately.

They began with securing major delivery hubs so they could back up their promise. Zappos doesn’t discount, they don’t deal but they give superior service right to your door. And for that, millions have responded.

Consumer reaction is influenced more by peer groups 
than external persuasion.

Groupon was just named the fastest start-up to reach $1 Billion in sales in just two years. It has grown so quickly that Google recently offered founder Andrew Mason
$6 Billion for control of the company and he turned them down.

The online search has become the growing entry point which is why search engine optimization has exploded. However if you don't know what customers are searching for, all the tricks in said book won't help.

TripAdvisor, Yelp, FourSquare and many other social networking sites are tapping into the intersection of online and on-site buying habits but security, convenience, choice, return policy and proximity are all valid reasons why after some online research, most still head to the mall. For now...

Happy shopping!

knealemann | email


image credit: istock

Customer Service | Dead or Alive?

Here is another post from the archives that is not only an illustration of how customers feel, I felt it. Originally posted this past January. True Story.

Is Customer Service Important To You?
Marketing propaganda can backfire.

I am not the type who enjoys hopping in the car and heading to the mall to have a look around.

Strategy is not just part of my day job. An actual map and a plan help with such excursions.

Research and strategy are requisite.
The urge to shop is rare.

I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.

First Store (0-1)

The first store – which I found online and researched extensively – was out of stock. The "customer service rep" was quickly on to his next avoidance.

I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.

Second Stop (0-2)

Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.

After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.

Third Shop (0-3)

The third store was also out of stock.

The manager told me that she was expecting more “in a couple of weeks”.

I thought to ask about going on a call back list. No can do.

She walked away quickly flashing her forged half fake smile.

Busy Busy.

I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".

Are these just strange random accidents? Is customer service alive and well? Are customers important to you?

knealemann
Helping you integrate all you do with all you do.

image credits: brandingtheman | thesun.co.uk

Customer Service: Important? Really?

Marketing propaganda can backfire.

I am not the type who enjoys hopping in the car and heading to the mall to have a look around.

Strategic objectives are not just part of my day job. An actual map and a plan help with such excursions. No map? Not good.

Research and strategy are requisite.
The urge to shop is rare.

I had one such day this weekend. I had two specific items I wanted to purchase. I scored the first one in about twenty minutes. Four hours later I returned home having failed to accomplish the second one.

First Store (0-1)

The first store – which I found online and researched extensively – was out of stock.

The "customer service rep" was quickly on to his next avoidance.

I pushed my cart of about $75 in impulse buys next to the counter and walked out of the store.

Second Stop (0-2)

Store number two was part of a larger chain where all items are featured on a central website. To find the location nearest you, just click the "store locator" tab on the top of the screen. Items and location confirmed.

After scouring the store for half an hour, I inquired about said item. “Yeah, we don’t carry any larger items in this location, we don’t have the room”, quipped the woman behind the counter. She was quick to get back to counting a list of something clearly more important than serving a customer.

Third Shop (0-3)

The third store was also out of stock.

The manager told me that she was expecting more “in a couple of weeks”.

I thought to ask about going on a call back list. No can do.

She walked away quickly flashing her forged half fake smile.

Busy Busy.


I have worked in retail - it is very tough to be on your feet and deal with guys like me who "saw it on the website".

But are these just strange random accidents? Is customer service alive and well? Are customers important to you? Really?

@knealemann
business. marketing. social media. communications.

image credits: brandingtheman | thesun.co.uk

Can Urgency Be Created?

Everything Must Go

The Christmas retail season begins moments after the last trick or treaters are on their way home and ends on Christmas Eve as the stores lock their doors for the night.

This Week Only

This weekend, the stores will be filled with people returning and exchanging Christmas gifts while the retail industry settles in for a long winter’s nap. But in some countries there is one final push to create just a little bit more urgency.
Boxes to Bargains

In the UK, Canada, Australia, The Netherlands, Germany and a few others, today is Boxing Day. Originally called St. Steven’s Day, this was when the upper class would give gifts such as clothing and food to the lower classes in boxes for easy transport.

Save up to 80% Today Only

Christmas is on the 25th of December and Boxing Day is on the 26th. But years ago, the retail industry decided to extend the ask and create an even large sense of urgency and excitement with the creation of Boxing Week which began well before Christmas. It's akin to retailers 'chopping down prices' to celebrate the birth of George Washington.

Savings Are Store Wide

If you attempt to create a sense of urgency during your Boxing Week sale, are you not telling customers that your profit margins are too high the rest of the year or that the best time to buy from you is during this limited time?

Boxing Week is a multi-billion dollar event.

Earlier today, Margie Osmond from the Australian National Retailers Association said "We've had a fabulous healthy start to Boxing Day sales which is the biggest shopping day of the year."

Some economists predict that the countries that have adopted the Boxing Week model will see an economic correction from the downturn the rest of this year. It appears that St. Steven has done well for the bottom line.

Perhaps Obama should put it on the to-do list for 2010?

How can you apply this to your business?

@knealemann

image credit: lowbrowstyle

Boxing Day and Bargain Hunters

If you live in Canada, New Zealand, Britain or Australia, today is Boxing Day.
If you are so included, happy shopping!

The Origin of Boxing Day
This tradition dates back hundreds of years and refers to the day after Christmas when servants – who had to work on Dec 25th for their employers – were given a day to visit their families, have their festive celebration and bring gifts or “boxes” to their loved ones.

In modern times, Boxing Day used to be one day. And there was a build up. This was the day many would spend cash they received as Christmas gifts and the deals were actually deals.

Introducing: Boxing Month
Nowadays, Boxing Day seems to begin around the middle of December and lasts until mid-February. That makes about as much sense as slashing prices because it’s Abraham Lincoln’s birthday.

The Bargain Hunter
This year, this normally fearless wonder runs risk of landing on the endangered species list. This creature – indigenous to retail and online monetary exchange environments – has been blessed with a sixth sense for deals.

It can take on a multitude of human forms and is not fooled by empty promises and orange signs with words scrawled “final markdown” on them. The number of Bargain Hunters is down this year, some may be hibernating early and some may not return. However unlike most of the endangered list, the Bargain Hunter is a resilient creature. But we can still not assume they will return in droves.

Supply and Demand are Half-Brothers
Marketing and Branding are interesting industries. It is our job to create a need for a product the potential customer may not need nor know exists.

Need vs. Want
There is an interesting phrase that has bounced around through the years in marketing and branding that is “creating a need”. When you are hungry, you have a basic human need to eat. However indulging in a triple fudge sundae with whipped cream and cherries is not what you need. Sounds good though, doesn’t it? None of us need a Porsche but the company that builds them hopes some will feel the want which will be enough to create even a false need.

They Will Always Be There
There is a reliance that the Bargain Hunter will thrive in this environment. Because the only thing that is important is getting a good deal, right? Wrong.

The Bargain Hunter is wise to the tactics and schemes. He or she is also leery about the financial future and may no longer simply buy everything in their path.

How will you change your business model to adapt to a more careful and savvy customer base?

km