Seth Godin knows it’s all about trust

19 06 2009

I was just reading Seth Godin’s current blog post about “Two ways to build trust.”    As I read it, I kept saying to myself, “Uh huh!  Yes!  Yeah!  Oh, that’s so true!” 

He hit home on a very simple concept that seems fairly common sense, yet there are still so many companies out there who just don’t get the point.

Let me give you the gist. 

As consumers, we are more likely to do business with companies we trust, right? 

Of course, you say.  That’s an easy answer.

Well then why is it that there are still so many companies out there who aren’t up front with the core information that consumers are looking for?  Whose websites make you jump through hoops to find out price, to fill out forms to gather basic information that should be right up front, who try to use bells and whistles, with gimmicky marketing to try and get your business. 

What does that do?  It puts you on the defense.  It makes you feel cautious.  And from my experience, less likely to engage.

As consumers we just want the basic information that we are looking for on products and services given in a forthright, upfront and informative manner.  It should be easy to find.  Easy to read.  Easy to share.  And easy to get back to. 

Divulge a little.  You don’t have to give away the farm!  But it should be enough to show your consumer the nature of your company, your products and services, and that you truly care about their business and aren’t going to put them through the old fashioned used car salesman selling cycle when they finally decide to engage with you.

And guess what.  If you make it easy and develop a trust with your customer…they’ll tell all their friends about it and help your business tenfold.

It’s not enough to have great products and smart business practices.  If you put your customers on the defense right from the start and don’t seem human and like you care, they’re going to go someplace else.

It’s as simple as that.

by Tracy Marlowe





Embracing Competition

7 06 2009

Ahhh. Competition. It’s one of the most critical elements we consider when developing marketing strategies for a client. The mere mention of the word can make one sit a little straighter and feel a little more defensive.

But it doesn’t have to.

I overheard a conversation at my son’s t-ball game the other day and it got me thinking about competition. The husband of a friend of mine owns a small jewelry store in my area and there is another jewelry chain coming into town.

My friend (who’s husband owns the first small jewelry store) was asked by another woman how her husband felt about this new store coming to town. She was very upbeat and positive. Instead of the expected defensive nature, she was in fact, genuinely unbothered by it. She knew that this store did not deal in custom orders and felt their presence might actually provide them MORE business. This new store had already sent business their way in the past and they already were friendly with the owners and shared a mutual respect.

I remember when my husband had a brief stint as a gallery owner in a small Hill Country town. Instead of other gallery owners feeling threatened upon announcement of this new gallery, I was surprised to find them welcoming it with open arms. As a marketer, I’m not sure why that surprised me. But their logic was that the more galleries that came to this town, the more people would think of this town as an “art destination”  and then the more people they would get to THEIR own galleries.

It is so easy to want to “take the gloves off” when we hear about a new competitor. But before you start imagining yourself stepping on their head to get up the ladder, remember some important things.

1. Are they really competition? Just because they are in the same industry, do they serve the exact same clientele. (My jewelry friend, for example.)

2. If they don’t, great—embrace them. You never know when you can scratch their back and they can scratch yours.  The gallery my husband owned was a photo gallery. The other galleries were traditional art. Somewhat different targets. So we all worked collaboratively to create an annual event to draw art lovers. Now there are  numerous galleries and the event is still going strong — 10 years later. As another example, our gallery did not provide framing, but because they had been so encouraging to us, we sent all framing work to one of the other galleries. If we had received negative vibes, I’m not so sure we’d have felt so giving.

3. If they do, bummer—but still embrace them. Congratulations! You just got a whole new incentive to “up your game.” It would be pretty boring if the swimmers in the Olympics swam by themselves individually. What makes them go faster and break all those records? It’s not the fans looking on saying “He’s so great!” It’s the swimmer seeing someone only one hundredth of a second behind him. (OK, maybe those new body girdles have a little to do with it.) But having competition is what makes our blood pump. You might even uncover some nugget of gold that you never knew you had in you.

4. Analyze them. Do you really think they are better than you? Then instead of going and sulking in the corner, analyze them and figure out why? Do they have a better product? Better marketing? Better attitude or brand? What could you be doing better? On the other side of the coin, figure out what YOU have that they don’t. In other words, get to know them as well as you know yourself.

5. Use your competitive energy wisely. Don’t worry about keeping tabs on all your competitors. It will just eat you alive. Back to the swimming scenario—that swimmer is only concerned with the 1, 2 or 3 swimmers that are the closest to him. Trust me, he’s not worried about the guy 50 yards back just because he’s in the same pool.

This applies to small jewelry stores and large mega-corporations. Remember truly understanding what your competition means to you could be the difference between the survival or demise of your business.

Want more? Here’s a great article on this very topic. Among the many great lines is this: “Truth is, we succeed or fail in business largely due to our attitude and character, than on circumstances.”

By Trish McCabe Rawls





Blogging for Business 101: San Antonio AMA Marketing Mastery Series

4 06 2009

Here are my slides from today’s talk on “Blogging for Business 101″ with the San Antonio chapter of the American Marketing Association, as part of their Marketing Mastery Series.

Hope you enjoyed it!    Blogging for Business 101

A quick update to this post (at 11:20am on Thursday, June 4th).  If you’re having any trouble downloading these slides, please feel free to email me at tracy@creativenoggin.com and I’ll be happy to email you a version of the presentation that may be more compatible with your computer (the one posted is from Microsoft Office ’97-’03 since I thought that would work with most systems, but I can also email you an Office/Power Point ’07 version if that works better).  Thanks!

PS.  If you were at the presentation, please feel free to leave your comments here.  I’d love your feedback!  And again, thanks for attending!





San Antonio Marketing and Ad Agency Opts to go Virtual

11 05 2009

Creative Noggin was recently featured in an article in the San Antonio Business Journal, written by Marketing and Media writer Andi Rodriguez, that discussed our agency’s unique business structure and the benefits that a full service virtual agency can bring to clients, large and small.





Marketing and Advertising in San Antonio – What’s not to love?!

9 04 2009

I had a client say to me just yesterday, “You know, I just want you to know, you all are doing fantastic work and I am really enjoying working with you.  It’s been a while since I’ve enjoyed the creative process so much.”

This meant the world to both Trish and I.  We truly enjoy the work that we do.  And we love our clients, so it’s so much fun for us to strive to do the best work we can for them and to blow them away with the results. 

It’s also great to hear that they’re having fun along the way.  Especially from a client I know for a fact has over 15 years experience working with other creative firms. 

I had another client recently tell me that he would get so excited on days when they had meetings with us because “it was the most fun part of his day.”

How awesome is that? 

I feel blessed to be making a living doing work that is fun and that I enjoy, working with a business partner whom I think hung the moon (Trish, you’re amazing!) and working with clients who truly appreciate the work we do for them.  Life is just too short not to enjoy the work that you do, especially since we spend more than half of our waking hours at work!

Love what you do, whom with work for and with.  It’s as simple as that.  If you don’t…isn’t it time for a change?

by Tracy Marlowe





Five Interesting Questions Clients SHOULD Ask Their Marketing Agency—But Never Do.

7 04 2009

If you’re interviewing marketing agencies, be sure you ask the following questions.  It would also be wise to ask them of your current agency.  You may be surprised at the answers.  And the agency will likely be thrown off guard by the insightful questions!

5. Will the actual creatives that create the work be the ones presenting us the work or will it always be the Creative Boss that presents?
This is a hot button for me. Accountability. It’s something that can get lost in the plethora of layers in a creative department. If there’s one thing I’ve learned in my 18+ years as an art director, it’s that if the one that creates the work isn’t the one that has to present it, there’s less drive to really hit it out of the park. Knowing you will be the one standing up in front of the client representing the agency — and YOUR ideas– forces you to REALLY understand what the project needs to accomplish and fuels the desire to produce great work. It trains a creative to do what’s right for the client, not just what will please the boss.

4. Will the team we see at the initial pitch, still be our team six months later?
Most agencies present their senior team to pitch and close new business. Obviously, you want to present your A team; the ones with the most experience who can put on the best dog and pony show.  However, once a client is “sitting back in his chair” and things are going smoothly is about the time when work starts to get handed down to less tenured employees. And that senior team moves on to the next pitch. This less experienced team has a lower hourly rate, but you’ll still be charged the higher rate to cover the senior level people that have to approve/train/mentor the project back and forth. Although this is pretty standard procedure at most agencies, asking the question will let them know you are aware of the inner workings of the agency and will keep them on their toes. And if the quality of the work starts to change, you might inquire.

3. Can you explain how a job/project flows through your agency?
I worked at an agency once that created a flow chart to show how a project should flow through the agency. The team assigned to the task must have worked 6 months concocting this map. They printed it out and posted it down the hallway of the front lobby. Probably 20-30 sheets of letter-sized paper, at least, connected like Leggos standing as a testament to how muddied the process had become. The creators of this masterpiece stood before it like proud parents.  If you’re agency actually provides you something like that, run as fast as you can in the opposite direction. Just remember that every step in that kind of process represents many unnecessary hours billed to you.

2. Does the owner of your agency come from a creative background or an account service background?
Naturally, the owner of the agency will influence the aura of the agency, much like the alpha lion in the pride. If the owner comes from a creative background, odds are the emphasis will be on producing award-winning creative and the morale tends to be fun and loose—sometimes at the expense of efficiency. If the owner comes from an account background, odds are it will be focused on the bottom line and squeezing every penny at the expense of compelling creative. The best scenario is when you have both represented at the top working collaboratively.

And the number one question you should ask…..
1. How well do your creatives and account executives get along?
The two key players an any account will be the lead creative and the lead account executive. The stereotypical working style between these two is for them is to butt heads and cause enough friction to light fire upon eye contact. I don’t know why, but for some reason, most account service and creatives just don’t get along. At most agencies they are even physically separated with workspaces on opposite ends of the office. Admittedly, I have worked with some pretty backbone-less account executives that see their job as the client’s gum-chewing order-taker instead of discussing requests strategically and objectively. I have also seen some creative types that stood so high on a pedestal that they needed oxygen tanks to survive. Ask them to try an alternate font or color and you’d think you’d just asked them to run naked through the office. On the other hand, if the account executive and the creative have mutual respect for each other and share in the goal of creating a results-oriented creative product, everyone will benefit. I can’t even begin to explain the difference in how it reflects on the end product and the overall morale of your marketing team.





How to use Social Media for Marketing–Tactfully!

6 04 2009

Chris Brogan, oh guru of social marketing, has posted a great article about how to utilize the social mediasphere to promote your business to your target market without alienating yourself at the same time. 

There’s a delicate balance that must be established. A foundation of trust that must be first laid out.  Then carefully sharing ideas to help create a two-way dialogue.  Showing that you truly care about your customer, understanding their sentiments and what their needs and wants are.  Rather than just using social media as a podium from which to shout from the rooftops about your product and what YOU want everyone to know.  We’ve all seen them!  You don’t want to be THAT guy!

If you don’t want to be that guy either then Chris’ article is worth a read:

http://www.chrisbrogan.com/pirate-moves-promoting-without-being-that-guy/

by Tracy Marlowe





Is the San Antonio economy starting to recover?

25 03 2009

I’ve seen a few clues that the San Antonio economy may be starting to recover.  Could it be true?  I’m no economic wizard, so don’t hold a gun to my head to make any promises.  But I do know that economic health greatly rests upon consumer confidence.  When people aren’t buying, the economy suffers.  It’s that simple. 

I have a close friend who works in the San Antonio real estate market.  She’s actually the buyer’s agent for one of the top producing real estate agents in San Antonio, Judy Dalyrample (an extremely nice woman, if you need an agent!).  Their office sold over $50 million dollars in homes and land in a single year when the market was at it’s peak.  That’s pretty darned impressive.

My friend has been telling me stories over the past few months about the suffering of the real estate market in San Antonio, from a real estate agent’s perspective.  Her tales included a wave agents quitting the business–agents with short careers as well as long timers who had been in for 15+ years.  I also heard about builders and developers who had laid off mass amounts of staff.  And the most telling story, I think, was the fact that my friend who basically shows all of the homes to the buyers of one of the busiest agents in town, didn’t have a whole lot to do.  She’d gotten so desperate to make a few extra bucks that she was even showing rental properties–something usually done only by agents just getting into the business since the most they usually make is $50. 

Needless to say, things were sounding pretty dire.  No surprise, though, I guess in light of the whole economic crisis.

But I was having lunch with my friend a couple of days ago and she told me that she’s all of the sudden gotten very busy!  This was  a surprise.  I did some digging, just to uncover whether this might just be a fluke.  Maybe she was showing a lot of houses and not selling.  Or maybe there was something else underlying that wasn’t necessarily a sign of a sprouting economy.

But low and behold, she revealed that she has had a sudden rash of buyers over the past month, with several homes under contract, and it looks like more coming in the future.

This was awesome news.  I honestly believe that nature and life has a way of balancing things out when they need to be balanced.  It’s a well studied phenomenon of which scientists have long been aware.  Overgrown forests are suddenly besieged with forest fire which destroys in the short term and makes room for new growth over the long term.  Disease, drought and famine will balance out the animal kingdom in the face of overpopulation.  And when financial markets are booming, something always seems to come along to level the playing field. 

We’re probably not completely through the economic crisis.  But I certainly hope that relief is in sight and that signs of a reawakening real estate market might be a predictor of good things to come.

And for what it’s worth, I went out to eat last Saturday night and was surprised to wait over two hours for a table.  It was insane.  I’ve never seen such a massive amount of people waiting to eat at a restaurant.  So there are obviously some people who are still spending on frivolous things like going out to eat.  Maybe things are starting to bounce back?  Possibly the stimulus package is starting to work? 

I certainly hope so.

What do you think?  Have you seen any signs that the economy might be starting to recover?  Are you still spending?  Or are you saving and waiting for a sure sign of recovery?

by Tracy Marlowe





Creative Noggin Rules Google!

6 03 2009

Okay, so maybe Creative Noggin has NOT been named CEO and God of Google.  This, we must admit, is true.

But it was not too long ago that, if you searched the term “Creative Noggin” on Google, our firm, San Antonio’s very own Creative Noggin, only occupied one of the ten slots on Google’s first page of results.

Today???  We occupy all ten.

Now THAT is what you call SEO. 

We’ve been working hard and learning all we can about SEO and have been putting it into place for ourselves, whenever we’ve had time, between working on SEO for our clients.  And we’re so proud to see that it’s working. 

Just wait!  I can’t wait until we occupy all ten of the second page!

Just give me a little more time…

by Tracy Marlowe





Oscar Night at the San Antonio ADDY Awards

23 02 2009

I have been attending these advertising award banquets for years. But every time I won something, it was behind the curtain of ad agencies, either as an employee or a freelance art director and designer.

Until now.

Anyone who knows me, knows it’s a close race between my modesty and my frugality. I have never been one for public displays of self affection when it comes to my work and to actually PAY to have someone judge me? Well, I just never wanted the buyers remorse on that one. Not to mention, the logistics involved for submitting entries — I’ve had house closings that were easier.

(It’s actually kind of funny to see marketing professionals that can juggle the industry equivalent of fire and chain saws on a daily basis but be brought to their knees by a simple entry form and its rules.)
 
However this year, Tracy convinced me we needed to enter some work. “It will be good exposure!” she says in her usual chipper cheerleader voice. OK. OK. But she handled the closing. Ah, I mean the submission.

Being that our partnership was fairly new, most of our work together had been for the agency with which she was previously employed and I was previously retained. In other words, unsubmittable by us. So we entered a few things and were ecstatic to be notified that 4 of our submissions had “made it.”

The theme for this year’s Addy Awards was “Oscar Night” featuring a film entitled “Attack of the Killer Concepts.” The materials highlighted a great illustration of an alien that reminded me of a talented illustrator I dated in college. (He didn’t look like the creature….he just used to draw stuff like that.) And may I say, that creating the concept for this event is a job I would not want. You may as well stand in front of the firing line and get it over with. Creating great creative for creatives is like chewing on tin foil. But this year’s materials and concept were quite fun. And I actually looked forward to going.

I was already writing my imaginary acceptance speeches, (hey even the humblest of us can dream) when Tracy called me a couple weeks before the Addy awards and told me that she volunteered me for something. They were putting together a film to show intermittently at the banquet and wanted to interview a variety of creative types. So when they called Tracy, she said “Sure, Trish would LOVE to do it!”

“It will be good exposure.” she said in her usual upbeat tone.

Oh good grief, I think. Well, at least it’s in the privacy of a studio, and I’ll just drink heavily at the event so I won’t care how they edit me out of context. It’s not like I have to stand up in front of a crowd.

The next day she calls and says she’s volunteered me for something else. Now I’m a presenter at the event. Did I mention I’m not good in front of crowds?

“It will be good exposure.” She said hesitantly.

I knew she was right, like when you’re mom tells you at the time of your first real heartbreak that you’ll eventually forget about him. That’s ok. The next time she called I got her back. I didn’t pick up the phone until the second ring. That’ll teach her!

So, of course, since I was now a presenter, I could thank Tracy for a lovely excuse to go out and buy an expensive dress, with matching expensive shoes and jewelry (Did I mention I’m frugal?) that, just to wear again, I’ll have to go to another expensive $80+ plate event.

The day before the event I wasn’t so much worried about getting up in front of the crowd, or what our 4 Addy-worthy submissions might garner us. No. I had bigger worries…..walking in 3 inch heels. Acceptance speeches long forgotten, I hobbled around my house in jeans, t-shirt and a stunning pair of rhinestone covered strappy sandals. I felt like a warped version of June Cleaver and determined that I would be fine, as long as everything was covered in sticky carpet.

On the big night, we looked great, two hot marketing gals and their handsome spouses donned in tuxedos. I wasn’t sure whether I should renew my vows with my husband or ask him to go park my car.

I managed my part of the presentation ok, despite contact lenses that were starting to rotate, throwing the 12 point type in front of me out of focus and one name that I’m sure I butchered. Luckily, the lights were bright enough, that I couldn’t really see anyone in the audience rolling their eyes or yawning.  

If there is one thing I really enjoy about these annual beauty pageants, it’s seeing old friends and making new ones. Although I am inevitably humbled by the work of all my talented colleagues at these events, I am secretly glad that my clients are not there to realize all the other great talent that is available to them. Seeing all the great work displayed assured me that I could enjoy the majority of the evening just sitting in my seat since the only people that had to go up to the stage were gold medal winners.Trish McCabe and Tracy Marlowe at Addys

Tracy and I were elated when our first gold was announced and I was so proud, I didn’t even feel the rhinestone digging into my pinky toe as I approached the stage. When the second one was announced, I was stunned. And after that, I told her SHE should go up if, by some stroke of luck we got any more. Of course she refused, saying that “this is for creatives, not account executives” blah… blah…blah. I said whatever just assuming we were done with our catwalks anyway. When our third gold was announced I think we both wanted to jump on the tables, but of course, acted very cool and collected.

Although great creative is really about the results it tallys for the client, I must say, it was nice seeing “Creative Noggin” up on that big jumbotron. But I still feel somewhat selfish getting the “glory” while so many others are involved in the final outcome. It’s not just the creative thinkers, it’s the account executives who know how to plan strategically, the clients who take a chance and trust us, the printers who value the quality of your piece as much as you do, and the list goes on.

So, today the awards are sitting appropriately behind me, my strappy shoes tucked in the back of my closet and it’s back to business as usual, hoping next years theme will be something that requires wearing flip flops.

by Trish McCabe








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