- A "Minions" Child Blanket.
- A "Charlie Brown" Child Blanket.
- The "Minions" blanket was preferred by Product Listing Ad customers.
- The "Charlie Brown" blanket was preferred by customers placing phone orders at the Call Center.
Helping CEOs Understand How Customers Interact With Advertising, Products, Brands, and Channels
The catalog portion of my audience, if they're not already running this simulation for every one of their in-home dates ... will be running this simulation for every one of their in-home dates within a few months. It will become a necessity.
The simulation illustrates optimal profit levels based on page counts and circulation depth. Examples:
When I arrived at Lands' End in 1990 (November), I recall furious analysis of our Holiday catalog and our Holiday prospect catalog. One had something like 192 pages, the other 64. We conducted an A/B test between the catalogs.
So I'm on a Zoom yesterday, and the individual representing the vendor did SUCH a good job.
What does doing a good job look like?
Here's a little bit of levity for a Monday morning (click here).
Going forward, you might think about how marketing efforts fit on this continuum.
Mohawk Chevolet is at a turning point ... opposite of paying third parties for customers, with the potential to become creative.
If you want to see what moving up the right arrow looks like, think about Progressive and their Flo and Dr. Rick storylines. Here's Dr. Rick on weather. I personally like the Keith character.
Having had a front row seat as analytics transformed marketing, there is a 'sterilization' process that happens when you start to measure things. Stuff you've always done now looks painfully expensive, and is immediately dropped in favor of sterile things (paying for stuff on Facebook). Soon enough, everybody is doing "sterile things" ... and the slightest deviance from sterile is viewed as being "creative".
Do I need to bring it back to headphones? Yes? Ok. Headphones are now measured on how similar they are to what is called a "Harman Curve". The curve is essentially an average that users set their equalizers at when asked to make sound "sound good". This introduction of analytics/measurement showed that humans consistently have a similar sound profile, with each person deviating modestly from the profile.
Now, if you were going to create a new headphone, would you create it similar to this curve, or very different from this curve, especially if you were trying to appeal to a mass audience? You'd try to come up with something similar to the curve. Now imagine what happens if every manufacturer tried to come up with something similar to the curve? Everything would be the same ... sterile, lacking creativity.
In fact, if you try to deviate from the curve, you'll have the curve people come after you. "Sub-bass is exaggerated and the treble is too spicy" (which is actually called u-shaped, FYI). People evaluate how close you come to the curve, not how good the unit actually sounds.
That's where we are at today in marketing. "Are your Facebook ads working?" is on the far left of the relationship depicted above. Mohawk Chevolet is at the turning point in the curve depicted above.
Yes, I get it, I'm about to get a message from a CEO about how wrong I am. It's ok. If you are on the left-side of this relationship and your efforts are working, yes, you are going to think I'm hopelessly wrong. As the late Don Libey often asked ... "what if"?
Do you remember Bernie Mac in Oceans Eleven ... negotiating van prices? Muttering nonsense about Aloe Vera while squeezing the sales dude's hand so hard that the sales dude dropped the price of the vans another two-thousand dollars each?
But the thirty respondents who voted, well, they voted with uniformity.
So why do you think it is that so darn much focus is on points, promotions, discounts, and campaigns?
P.S.: I know what some of you are thinking ... "KEVIN, YOU IDIOT, WE ARE MARKETERS, WE DON'T CONTROL THE MERCHANDISE!". Well, if you love handing out points, why not hand out points to customers who buy specific new items upon new item introduction? Or why not hand out points to customers who buy in June when you are in clearance mode to help you get rid of stuff? Why not hand out points to customers who see your Instagram post and buy the featured item in the post? You have so many choices, choices that are merchandise-centric, right?
By now, most of you have a separate and fully-developed program to convert a first-time buyers to a second purchase within three months of a first order.
You have one, right?
There's all sorts of fun things you can do. I know, you're about to say "PLEASE STOP WITH THE HEADPHONE STUFF", but here's what Headphones.com did last Saturday to me, a first-time buyer with recency = 20 days since a first purchase.
This stuff is particularly effective with first-time buyers or customers who just reactivated from 37+ month recency status.
I once had an e-commerce professional tell me that her brand "had more than enough traffic, we just don't do anything to convert the traffic to a purchase". Smart woman! Try something like what is illustrated above with customers who placed a first order within the past ninety days and report back here to tell us how the program worked.
It's common to measure winners via total demand generated.
It's an easy calculation. But it's also the wrong calculation.
It's important to assess ad cost as well (and gross margin and marketing promotions, yup). Email marketing is inexpensive. PLAs are frequently expensive because they attract a disproportionate number of new/reactivated customers. Catalogs are ridiculously expensive in modern times. As a result, the item that is a winner may not be a winner after accounting for profitability.
In this example, the high-performing catalog-centric item is not as profitable as the email-centric item that generates 60% of the sales of the catalog-centric item. The PLA-centric item is much less profitable ... in part because of the customers the marketing channel attracts.
I've had requests to provide more "free tips" ... this is a whopper of a free tip, I'm helping you figure out the items that are true winners, the items that should be featured where possible across your marketing channels. Please take advantage of this "free tip" that you've asked for, ok?
When the USWNT Olympics Team was announced, all-time great Alex Morgan wasn't on the team. Nor was she on the four player alternate list. The new coach stated she was taking the team in a different direction. Which, if you follow the team, is sad.
Alex Morgan was the youngest member of the 2011 World Cup team that lost to Japan, and was a central figure in the teams that won the World Cup in 2015 and 2019. She also made the 2023 World Cup team that did not medal.
In Merchandise Dynamics terms, she was a member of the Class of 2010 (when she joined the team), was a winner for nearly a decade, and now will not play for an opportunity to win Olympic Gold.
You have items in your assortment that are comparable. Maybe it's the Start Here Slinky Tank, or the Ruched-Waist Houndstooth Floral Dress.
You'll know you have a budding problem if you measure the "age of winners". You already do this, right? For each of the items you believe are "winners", you measure the number of months the item has been offered. If you have a problem, the problem looks like this.
Sometimes on LinkedIn you'll see "all the good stuff" from the CEO. An image of twelve people sitting inside a restaurant, glasses of wine from a 2009 Paso Cab, half-eaten ribeyes and chicken piccata with nineteen dollar roasted cauliflower sharable sides, and a quote saying "My team and I are recharging before a big day tomorrow with Acme Industries!" The post will be liked seventy-nine times, with eight comments from individuals with titles like "Strategic Thinker" saying "this is what true leadership looks like".
Oh, LinkedIn! How cute.
Conversely, I once worked for a President who sat at the cubicle of my forecast analyst for several days to watch all of the details of how the hourly call center volume forecast was created. He'd asked questions like "don't you think the forecast of 1,137 calls at 10:00am on Wednesday is 5% too high?" My analyst would look at me, pleading for help.
That is an instance of focusing on a tiny thing.
Increasingly, I'm seeing focus on "tiny things".
And I get it ... you focus on tiny things because it's easier to deal with the subject line on an email campaign than it is to deal with the existential/structural issue of paying the same amount of money for 25% fewer new customers with increases in marketing costs coming seemingly forever. Easier to put the forecast analyst on blast mode about hourly order forecasts than to figure out how those orders will be generated in two years.
Some CEOs are focusing on bigger topics right now. They have to do that. Every employee needs them to do that. The brand they support won't exist if they don't do that.
Catalog CEOs ... don't let your paper/print/postage partners push you toward small topics that keep their cash register dinging (kids - there used to be things called cash registers - you can still see them at your local grocery store). You need to be looking to the future, and you know your future involves much less print than it requires today. Could you go to Washington, DC and lobby for lower postage costs? Sure. Have dinner, enjoy yourself. But you are focusing on a small thing. No amount of work on that front matters anymore. The very organization that supported you for nearly twenty years removed the word "catalog" from the name of their brand. That tells you all you need to know. They're reducing their focus on tiny things.
Let's use a Dale Carnegie technique ... show of hands, how many of you have eaten at McDonalds?
Now, how many of you routinely eat salads when you go to McDonalds?
One of the seminal moments in my career happened at Nordstrom in 2003. We were having endless meetings about shutting down the catalog division, and at one point I mentioned that the catalog generated $160,000,000 in annual sales and about $8,000,000 in annual profit. My boss said "who cares"? Stunned, I said something pithy like "shareholders care, it matters that we generate sales and profit." Her response was even better.
This smells like a vendor-led strategy.
I'm not a fan of vendor-fueled strategies ... "we will scare the user into keeping the account active." Always interesting, because vendors use their thought leadership platform to recommend wing-nut strategies like this ... but you'll seldom see vendors use strategies like this, will you? It's like the paper/print folks ... telling you that you must continue to mail catalogs but they market to you via email. And by vendors, I don't mean you, the ones reading this. It's the thought leaders who tell you to purge names for no good reason so their articles earn clicks. Seriously, how much was I costing Garmin by being inactive, assuming they are being honest here?
What could Garmin have done?
They might have asked "why" it's been years since I've been active. They might have learned that I traded my RV in (one that did not have navigation) for an RV with navigation that is updated via memory stick. They might have learned I use Google Maps instead of the lousy software provided in the RV I now own.
But honestly, they likely know all of this. It's hard to be in an industry in decline.
So, instead, you treat the customer in a punitive manner.
Somebody somewhere once said that a good Coach / Executive / Leader makes things 10% better than a baseline. Meanwhile, a poor Coach / Executive / Leader makes things 30% worse.
I'll bet you've experienced this phenomenon.
I recall being in a meeting where the CEO made an employee cry. I went into the bathroom just to get away from the dysfunction, but the CEO followed me in, and that's where he shared stuff that would have made the entire room cry.
That business did not perform well. The CEO was a -30% Leader. He didn't have the ability to recognize it.
I have a client where the CEO/Owner is a +10% Leader. He hires good people, kind people, and he allows them to make decisions. This business messes up ... every 18-24 months they revert back to old behaviors, but the CEO nudges the brand back in a positive direction. They're not perfect. But they're 10% ahead of everybody else, and the interest in his investment compounds over time. It's a really, really good company.
I thought about the concept (I'm writing this on Monday night) after watching the USMNT lose to Uruguay. Here's a collective group that should perform better, and just ... doesn't. Outsiders can usually see the -30% in action ... if you are on the inside, you're working too hard to know if you are a -30% Leader or a +10% Leader.
Tomorrow is July 4 ... if your boss is encouraging you to put in some extra time on July 4, you might be working for a -30% Leader.
I will paraphrase the conversation to protect those involved.
Person A: I think I want to get the Zero:2 iems. They're $15 on AliExpress and $25 on Amazon. Anybody else had an experience with AliExpress?
Person B: Get them on Amazon. It's only $25. Why take a risk with somebody you don't trust?
Person A: $10 additional dollars is important to me.
The world seems to change slowly, then it changes all-of-a-sudden. The conversation above (which happened three times in the past two weeks) is an example of the world changing slowly (it was an exchange between two individuals 1-2 generations apart). Person by person, day after day, new habits are formed. There will be a day ... maybe 5 years from now, maybe 12 years from now, when all of a sudden old-school folks will say "what happened to Amazon?". They'll realize Amazon became Montgomery Wards. They'll have no idea how it happened, they'll just look and go "wow".
It happens one fifteen year old at a time, trying to save $10, seeing that Amazon is too expensive.
Think about the last half of that sentence: "... seeing that Amazon is too expensive". A sentence unthinkable twenty years ago when the argument was that Amazon could never be profitable being so inexpensive.
I've been waiting for something to happen since the death of "omnichannelism" nearly a decade ago. We're there now. Something is happening. It's the end of catalog-style print marketing from the 80s/90s. It's the "e-commerce is now mature and at risk" situation that ultimately happens to all incumbent business models - e-commerce is now old-school, ripe for disruption.
We're transitioning from tolls (paying Google/Amazon/Facebook for access to customers) to tribes (Seth Godin would be so happy).
From tolls to tribes.
The older individual at the start of this post is willing to pay Amazon a $10 toll because he trusts Amazon.
The younger individual is part of a tribe that needs to save $10. This individual will form habits that send commerce in a very different direction.
This is a map of Peoria.
Traveling East or West on Interstate Highway 74, you are given a choice outside of Peoria.
The omnichannel thesis demanded that you sell the same items in every channel at the same price ... and if the item is backordered you pull it from your website so you "don't disappoint the customer". Which of course was "code" from vendors to use software to improve your supply chain and then have outstanding website functionality that required more 3rd party payments.
Others stuff omnichannel theory in the meat grinder. Headphones.com (yeah, them again) has been hyping this new iem for a month ... it was available for the first time two weeks ago. It's draped all over their home page.
Buy it now? You bet! Look what happens when you try to buy it now.
Oh, it's sold out. If you want it, you can pay now to reserve it.
It is really that popular that they couldn't procure enough units to get through the first week? A quick check of the internet suggests other websites are backordered as well ... however ... this could be a marketing ploy to limit inventory to create a buzz. If so, it's another hybrid marketing/merchandising tactic to create FOMO.
I wanted to see if Headphones.com posted a review of the item. When I get to the review page, I find a new review (via an in-house influencer) of a seven-year-old item (click here: https://headphones.com/blogs/reviews/sennheiser-hd-569-sennheisers-best-kept-secret). They're reviewing items that are seven years old. When is the last time you bothered to communicate to your customers how much you love seven-year-old items you sell?
A few weeks ago, an Executive emailed me, telling me he was "locked into his paper contract for the rest of the year". Think about that statement for a moment. Catalog brands are locked into inflexibility ... meanwhile your online competitors are creating FOMO over a brand new item (which is allegedly sold out) and a (checks notes) seven year old item.
Can I show you what I watched on Tuesday night while writing Elite Program papers?
It sure wasn't linear television via YouTube TV.
I start with an eight minute daily show outlining the world of dirt late model racing and dirt sprint car racing.
I know, I could do screen shots on my laptop, but you have to remember, I'm writing Elite Program papers right now.
Up next? Watching a 5.0 level 13 year old play pickleball with his Dad.
Then it's a half-hour daily show from an ag company outlining weather patterns across the United States, the Pacific, and the Atlantic.
And finally, it's the Men in Blazers featuring an appearance by Michael Davies, sporting his L.L. Bean attire.
All this seemed perfectly normal to me until I realized that prior to COVID, I would have done NONE OF THIS WHATSOEVER. I'd be reviewing a network television guide featuring a prime time game show called The Quiz With Balls (yes, that's a thing).
I realized that change happened to me. It happened slowly, then all at once.
It's like all of a sudden realizing that Alibaba is doing more than a hundred billion dollars of worldwide commerce.
My working hypothesis is that when we were sent home for COVID, we immediately began inventing the future. It took years for all the puzzle pieces to fit together, but when it finally fit together, wooo boy did things change. It happened behind the scenes ... and then all of a sudden ... there it is!!
You'd be interested to know that my client list is a U-shaped curve right now ... either performance is awful, or performance is off-the-charts spectacular ... very few folks in-between. Those on the positive side of the "U" are doing things differently. They have a marketing hook, they have a product hook, they have a community hook (which is why I keep talking about this), and they often have an in-house influencer who is the "expert" of the brand ... is the person who is trusted, is the person who potential customers look up to. They've accepted change.
The "community hook" is something I will continue to share with traditional brands who view customers as "lists" or as a "housefile". Your community represents your better customers who want to interact with your brand and help potential customers. You community solves problems. Your community recommends new products/services. You have at least one individual, often a half-dozen +/- who manage the community. Think of the community as your "list" of great customers, brand advocates, and future customers. When you think of it that way, you become very interested in managing your community, right?
Anyway, 2024 is one of my favorite years in marketing, to date. It's just so fun to see what people are doing.
I see this ...
... and I think back ... for instance, to 2007, when Don Libey discussed exporting knowledge of how to execute direct marketing to people in China and India: https://www.dmnews.com/libey-says-rate-increases-declining-prospecting-monster-dm-trends/.
He also nails the challenges associated with the paper / printing / postage ecosystem and third party vendors.
Yeah, in 2007.
History repeats.
P.S.: Watch the Euro soccer matches and you are inundated with AliExpress ads. These folks have more money than the GDP of Bolivia. I sense a seismic shift in e-commerce is on the horizon. While you raise prices to counter inflation, the complete opposite is happening elsewhere. Surely Amazon sees the future. And yet, you're helpless to fight the future.
Do you have a community?
Do you have one off-platform?
Here's an example of a Sennheiser product manager hopping on Reddit to chat with his community. It went well (click here).
Every one of you has a product manager / marketer / merchant who would love to have individual communications with your community. What stops you from doing what Sennheiser did here?
P.S.: I share this stuff because the number one complaint I get from readers is that marketing channels are now too expensive and unreliable. Agreed. So work around them. Invest in alternate methods today so you aren't dependent upon high cost channels tomorrow.
P.P.S.: They also have 140,000 followers on YouTube and have a nice series called "Beyond the Curve" (click here). You are a media company ... start acting like one.
The stats below represent data through about Noon Pacific Time on Thursday.
Ok, I wrote about the E-Commerce Priority Grid (click here). There were a whole bunch of links in the post ... I put the links in there to measure what you are interested in. There is what I want you to be interested in, there is what you are actually interested in. Those things don't always align, and it causes me to be flummoxed when you aren't interested in something central to the plot.
Here are the number of actual clicks ... actual clicks in this post are about 1/3rd of normal, and that fact alone causes me sadness.
E-commerce pros ... I'll address you tomorrow.
Can I share something with the rest of you?
I'm as busy right now as I've been in six years. It's because of you. All of the catalog professionals who read this, who are dealing with a lot of moving parts right now, who are frustrated, who want to know what the next several years look like. You are worried that the 30% cost inflation you've experienced over the past three years ends your discipline in three more years.
You already know the answers to your questions.
Online, in the socials, I run across your support network ... paper reps, printers, boutique catalog vendor professionals. Their communications are in stark contrast to your concerns. I just don't understand it. They craft narratives.
Narrative: The USPS is the problem, not us. We're all in this together ... against them.
This happened about a decade ago ... a CEO hated, and I mean HATED "old fashioned" merchandise sold by a brand. So the CEO discontinued a bunch of long-term winning items, replacing them with what were called "fashion forward" items.
Sales dropped, almost immediately, by about 10%. The CEO pressured everybody to figure out "what was wrong", but everybody knew what was wrong.
Think about McDonalds ... what happens if they discontinue the Quarter Pounder with Cheese? It almost wouldn't matter what they replaced it with - they're gonna suffer a sales decline.
Anytime you want to reinvent your merchandise assortment you almost have to reinvent your customer file / community at the same time. Ticking off your existing customers while failing to cultivate new customers is just a classic recipe for trouble.
I'm going to dummy-up this discussion to protect the innocent while explaining to you how your merchandise assortment has subtle differe...