Monthly Archives: September 2013

Skirt Steak

It’s Foodie Friday and I want to blog a bit about skirt steak.

English: uploaded for an infobox

(Photo credit: Wikipedia)

I’m a big fan of it and have been for a very long time. So long, in fact, that I remember when it was hard to find because it was so inexpensive and so underused that most butchers put it in with the trimmings from other cuts to make ground beef. Then again, many of them took the skirt steak home for supper which is how it came to be known as a butcher’s cut. Other steaks of which you might be aware – the hanger steak, the tri-tip, and flap meat (which they sell as sirloin tip here) used to be hard to find and very inexpensive.

Then the fajita craze hit. Skirt steak – the best cut of meat for fajitas – became more in demand.  What was once a downright cheap, delicious protein became as expensive as all but the high-end steaks such as porterhouse and rib eye.  While it remains so, one other thing has happened.  There are two parts to the part of the steer that’s skirt steak (the plate).  One (the outside plate) was rarely sold since it’s chewier and less tasty.  With the increase in demand, suddenly stores would have sales of skirt that was the lesser cut, confusing consumers and offering a lesser experience.  Consumers moved on.

It’s happened with fish too, as we can see with the monkfish.  Once a “trash fish” and known as the poor man’s lobster, it grew popular because it was tasty and inexpensive.  That led to it becoming very expensive and overfished.  In some cases, other fish were sold as monk that weren’t.  Consumers moved on.

The business point is pretty simple.  People are drawn to high-quality, low-cost products, whether they’re proteins or electronics or services.  The ebb and flow of the market will make some price increases happen and demand will support that up to a point.  What the market won’t support is a changed, lesser product or a price point that makes other products viable options.  I’d rather eat a porterhouse that’s on sale for what it costs for skirt, as an example.

We need to be cognizant of why people came to our products in the first place and not undercut those fundamental reasons.  That’s business suicide.  Thoughts?

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Imposing Our Will

There is an expression used in sports that coaches sometimes employ when they’re trying to fire up their team.  They talk about “imposing our will” on the other side.  It’s a catchphrase that hints at a physical beating – being faster and stronger – as opposed to being smarter.   It’s often a good thing to impose one’s will when it refers to mental toughness and not so good when it refers to taking advantage of someone who is incapable of fighting back.

English: Evolution Directions of Mobile Device

(Photo credit: Wikipedia)

I got to thinking about this while I was reading a study on, of all things, email.  Hopefully if you’re a regular here on the screed you’re used to these little jumps in logic, but let me explain what prompted the thought.  The study came out a few weeks ago from the folks at Yesmail Interactive. It is all about the way marketers send email and how recipients interact with it.  There’s a bit of a disconnect:

The report reveals that marketers have failed to account for the shift to mobile by not optimizing emails read on a mobile device. While 49 percent of all email opens happen on a mobile device, the click-to-open rate (how many consumers clicked after opening an email) is significantly lower for mobile. Twice as many people click on an email after opening it on a desktop (23 percent) than a mobile device (11 percent)…The study finds that 61 percent of consumers now read at least some of their emails on a mobile device, with 30 percent reading email exclusively on mobile devices.

In other words, the differences in those click-through rates show that mail not optimally formatted for the device gets tossed, and with it, your opportunity for engagement or a sale.  That’s what prompted my thought.  Our job as marketers isn’t to impose our will, it’s to satisfy the desires of our customers.  Sending out mail and demanding that the reader struggle through a communication that is better read on a different device is dumb.  Wondering why the email channel isn’t performing is dumber.  We need to spend the time and resources to bend to the customer’s will – a desire to read on a mobile device in this case – and not demand that they change their habits.

We can’t impose our will on our customers.  It’s quite the opposite.  Make sense?

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Where’s The Wow?

Who remembers Clara Peller? She’s the “where’s the beef” lady from the Wendy’s commercials.

The picture sleeve of a "Where's the beef...

(Photo credit: Wikipedia)

I think of her from time to time – well, maybe not of her but of the question she asks. I think of it a little differently, however, as you can probably tell from the title of today’s screed. Let me explain.

20 years ago, Tom Peters started his book “The Pursuit of Wow” with ”Being average has never had much appeal.”  If anything, I think that’s more true today given the explosion in choices customers have.  In addition, businesses have much less control over the information consumers receive about their brand, and word of mouth, according to a recent study by Nielsen, carries more weight than the company’s information anyway. I think it’s just as much about “wow” than it is about “what.”  The latter is the questions potential customers ask about your brand, your product, and your customer service.  The former is what gets them coming back and telling their friends (earned media as it’s fashionably called these days…).

So what is wow?  To me it’s understanding and setting customer expectations before they get there and exceeding them on a consistent basis.  You do this via data and through monitoring the various media channels, especially social.  Brands that are proactive in reaching out to unhappy customers via social channels and fixing the problem post-haste is one example.  Encouraging happy customers to post accurate reviews is another way (they shouldn’t over-promise on your behalf – that’s not helpful!).  Your challenge is to deliver beyond those expectations on a consistent basis.

When you promise to get a repair person someplace, they need to be there on time.  When you promise to deliver a product – say high-speed internet – it’s not good enough for the product to be fast – it needs to exceed the level of speed you promised.  I was promised some coupons from a brand that did a great job of proactively reaching out after a negative tweet from me.  That was a month ago, I don’t have anything, and now the positive experience is turning negative again – the “wow” is gone.

Wow doesn’t need to be overwhelming.  A great sunset is a wow, as is a quiet afternoon.  They’re subtile but they stand out because they exceed our expectations developed over the many other similar experiences we’ve had (a smoggy, cloudy evening sunset or an afternoon filled with the daily noise that makes us all a little nuts).  By stepping back and asking ourselves “where’s the wow” we become better businesses.  Agreed?

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