Monthly Archives: May 2014

Long Promised Road

This TunesDay, I thought I’d continue to celebrate yesterday’s very American holiday with one of our most “American” bands, The Beach Boys.  The song below is from their “Surf’s Up” album of 1971 and it’s one of my favorite songs when I need a little inspiration.  While Carl Wilson plays all the instruments and sings the vocal parts it has the distinctive Beach Boys sound.  Give it a listen:

They’re one of the few bands that I believe is instantly recognizable as soon as you hear a vocal part.  Maybe it’s that 4 of the 5 were family – the 3 Wilson brothers and their cousin Mike Love.  Their unique five-part harmony influenced almost anyone making music at the time and since.  Which is, of course, today’s business thought.

Every business needs to have its own “sound.”  In a perfect world, that brand identity is unique and wordless.  As the American Marketing Association says:

Your brand identity is the representation of your company’s reputation through the conveyance of attributes, values, purpose, strengths, and passions. Great brands are easy to recognize, their mission is clear, and it fosters that coveted customer loyalty all businesses crave.

It’s not good enough to look to another brand or business and say “me too.”  You need to have something intangible that people will recognize when they encounter the brand.  It’s really the essence of the brand – that central set of emotions that are brought front and center, just as one conjures up California, the surf, and good times when hearing the Beach Boys.

Marketing 101?  Maybe, but if you’re not creating as recognizable a sound as these guys, maybe back to basics is just what you need.  Or as the song says:

But I hit hard at the battle that’s confronting me, yeah
Knock down all the roadblocks a-stumbling me
Throw off all the shackles that are binding me down

Success is waiting!

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Sick Reviews

Today’s Foodie Friday Fun finds us at the intersection of food, data, and social media.

New York Skyline

(Photo credit: CJ Isherwood)

Yes I know we’ve been here before but today’s tidbit concerns an article in the NY Times the other day. The NYC Health Department conducted a pilot study using Yelp reviews to see if they could identify unreported outbreaks of food-borne illness.  Despite what some may think, not everyone calls the city to let them know they got sick eating someplace.  What many folks do, however, is post something on social media.  Since Yelp is the go-to site on dining out, it would make sense to start here.  One can easily see the effort expanding to other likely places – Twitter, Trip Advisor, etc.

So what did they find?

Using a software program developed by Columbia University, city researchers combed through 294,000 Yelp reviews for restaurants in the city over a period of nine months in 2012 and 2013, searching for words like “sick,” “vomit” and “diarrhea” along with other details. After investigating those reports, the researchers substantiated three instances when 16 people had been sickened.

Doesn’t sound like much but it’s a start.  Maybe you’re aware that Google tried something similar to help spot flu outbreaks.  There is a bigger business point here.  What the city is doing is growing big ears.  They’re learning to use the vast amount of self-reported data to eliminate problems in some cases before they’re actually reported via the official channels.  The three instances they found were open for business with no complaints on the official record.  Inspections turned up unclean conditions at all of them.

The real question is how are you going to do something similar in your business?  Maybe you’re watching your Facebook page for negative comments or responding to people pinging your brand account on Twitter.  What are you doing to get beyond those quasi-official channels?

I wrote the other day about the need to improve data quality.  Sure – in theory a bunch of vindictive people could trigger a health department visit by writing up negative posts containing keywords or phrases.  In theory, I could win the U.S. Senior Open.  Neither is likely to happen.  What is likely to occur, however, is that your competition will find new ways to seek out and use information to drive their businesses forward.  Will you be there with them?

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Enablers

Have you read Christine Brennan‘s excellent column about FSU this morning in USA Today? You can do so here and I’d encourage it. This is how it starts:

Florida State University

(Photo credit: Wikipedia)

Were Jameis Winston a fourth-string punter rather than a first-string quarterback, he almost certainly would have long since been kicked off the Florida State football team, probably for good. Instead, the Heisman Trophy-winning problem child is being protected by his university and athletics department for the worst reason possible. He is being coddled because of what he can do for them.

It’s easy to get outraged when you look at how the FSU athletic department, the school administration, the local police, and other “responsible” entities are behaving here.  They are enabling bad behavior.  The folks in the athletic department at FSU, unfortunately, aren’t that different from many of us and how we deal with problem individuals in our businesses.  Let me explain.

Any of us who have ever managed or worked with other people realize that some of them have issues.  Those issues may run the gamut from a bad attitude or incompetence all the way to serious drug problems or criminal behavior.  Try as we might in the hiring process, people with issues slip through our screen and end up on our teams.  Maybe we inherited them.  In any event, what happens next – or doesn’t – is critical.

Some of us think  that the problem, once we’ve identified it, will fix itself.  It won’t.  Maybe we weigh the pain of confrontation and disruption with the pain of maintaining the status quo.   Perhaps we’re in state of equilibrium – other people have picked up the slack caused by the problem child and everyone is coping.  Every one of those rationalizations is wrong and cowardly.  More importantly, they’re holding back both your business and the individual involved.

You can’t hope to isolate the problem.  Others on the team will see that the high standards you set are lies and are not adhered to by everyone and bad behavior is rewarded or at least not punished.  Eventually, a major crisis hits as the individuals involved hit bottom.  The solution is to identify the problem, document it, and put the individuals on notice that you’re aware there is an issue.  Offer to help in any way you can but make it clear that with or without that help you expect the person involved to stop the bad behavior.  Now.  Otherwise, you’re an enabler and part of the problem.

Make sense?

 

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Filed under Consulting, Reality checks