Posts Tagged ‘marketing’

HBR article recommends confronting new venture risks early

Wednesday, May 19th, 2010

Once upon a time in innovation, there was a general rule: get to market as quickly as you can, meaning you should start on your “long-pole” development activities as soon as possible. But there’s a growing consensus in the innovation community that the best way to succeed isn’t to start developing quickly, but instead to do as much work as possible on paper, to validate assumptions cheaply and quickly, and defer more expensive, riskier (and even long-pole) activities until after some of the basic assumptions are validated.

Part of this thinking encourages innovators to rank their risks – to work on critical assumptions first. In case those assumptions don’t pan out, the entire venture might fall apart: all the better to look at them early. That’s the premise behind the article “Beating the Odds When You Launch a New Venture” by Clark Gilbert and Matthew Eyring in the May Harvard Business Review.

The authors identify three types of risks that should be evaluated early in a new venture’s life:

1) Deal-killer risks – risks that can sink the venture. Often these seem to be marketing and sales related risks: will anyone buy the product we want to build? Given that engineers often start with a product idea, it’s easy to see why market testing is often left to last. However, prototyping and beta launches (common with internet products today) can provide cheap and quick data about a product’s attractiveness to the market.

2) Path-dependent risks – these are situations that could go down multiple paths – for example, a new product that could be useful to consumers or businesses. Committing to one of these paths, and later learning the other path was a better choice, wastes time and money, and risks the venture never fulfilling its potential. The authors recommend entrepreneurs carefully evaluate these alternate paths early on, and consider outsourcing or other ways to cost-effectively pursue both paths until the correct one becomes clear.

3) Risks that are simple and quick to evaluate – validating other assumptions, that may not be as critical as the above two, but which can be simply and cheaply tested, can reduce the overall risk of the venture.

This thinking is similar to ideas put forward in last year’s book “Innovation Tournaments” by Terweisch and Ulrich, which also discussed testing high-impact risks early, before expensive steps like building supply chains.

And, of course, all these efforts owe a debt to the thinking of McGrath and MacMillan, whose book “Discovery-Driven Growth” is the bible of the test-assumptions-first school.

Related posts:
A brief definition of strategy (Clark Gilbert)
When innovating, try more and more varied ideas (Innovation Tournaments)
On “Discovery-Driven Growth”

Combat consumers’ price sensitivity with smart pricing strategies

Monday, May 17th, 2010

When recession hits, pricers seem to grab onto a couple of tools: how soon to discount, and how much? It seems more risky to use other pricing approaches in bad times than in good, but, as authors Marco Bertini and Luc Wathieu point out in the May Harvard Business Review (”How To Stop Customers From Fixating On Price“), smart pricing strategies can also serve to remind customers about things other than a product’s… well, price.

Bertini (London Business School) and Wathieu (European School of Management and Technology) identify four ways pricing can get customers thinking about a product’s distinctiveness:

1) Structure – pricing based on value delivered rather than on traditional (e.g., feature-based) attributes can help customers rationalize cost by tying it to a particular benefit. Example: Goodyear charging higher prices for tires with longer lifespans.

2) Pricing high (but not too high) - if a product has some inherent advantage, a premium price can reinforce the product’s distinctive image. (This fits Apple’s pricing strategy to a T.) Bertini and Wathieu found that, for example, pricing organic produce at 50-80% above standard competition aided recall and raised intent to purchase. (A low premium had little effect, and, sadly for skim-pricers everywhere, so did a very large premium.)

3) Partitioning – If a product includes a number of different benefits, it may make sense to charge individually for those benefits in order to make them stand out. Write Bertini and Wathieu, “people are unlikely to factor a benefit into their choice unless an explicit charge is made for it.” They also agree that this strategy can be taken too far, as in the recent, nearly complete unbundling of the humble airline ticket, in which separate charges for restroom use are being seriously considered.

4) Equalizing price points – companies often charge different prices for similar items (for example, in Pennsylvania, milk prices go up with fat content – kind of counterintuitive, isn’t it?). Recall the record labels’ ultimately successful battle with Apple to have some iTunes selections priced at $1.29 versus $0.99. The authors state that removing the small pricing distinctions between similar goods can increase consumption overall, by simplifying the consumer’s job at the point of purchase.

Report from Cape May: customers say donuts, not scones

Monday, May 10th, 2010

Spending the weekend at Cape May, NJ, a seaside resort (mercifully, prior to the start of the peak summer season), was a great way to size up customer-management practices. After all, you don’t get any more commercial than the relations between resort shopowners & their visiting customers.

And the surprise is this: precisely where you’d expect the sensitivity to customer needs & wants to be most acute, it’s as dull as Walmart’s.

The best example was this. We bought a coffee at a cybercafe (surprised these even still existed) and while the barista made our drinks, she mentioned that people sometimes come in & ask her for directions to one of the other coffee shops in town. (Subtext: tourists are inconsiderate & not very bright.)

“Once we ordered donuts by mistake,” she continued. “The guy brought like 3 donuts. They sold out right away.” She motioned to the case where scones & muffins sat like statues. “And then people kept coming in & asking for the donuts, & nobody bought any of the other stuff. We made sure that never happened again. No more donuts.”

The vice president of common sense & I looked at each other, thinking the same thing. I said, “I don’t know. If I owned this store, I think I’d order more donuts.”

The barista handed us our drinks & shrugged. “I just work here.”

It’s not fair, of course, to expect a clerk to think like an owner, but it reminded me of my four years in retail, part-time at Silliman’s and later Weed & Duryea Hardware in New Canaan, CT. There was a simple rule the buyers lived by: if something was moving, order more of it.

But small-business owners often overlook that rule in favor of another one: it’s my store, & people should buy what I put on display.

The next time that feeling comes over you, remember this story, and order more donuts.

A successful price-raising strategy: a bit at a time

Wednesday, April 21st, 2010

Companies that have discounted in response to the Great Recession now find themselves in the position of needing to find a way to return prices to something closer to “normal,” whatever that is. Those companies have gotten some good news and bad news in the form of research from Michael Tsiros of the University of Miami and David Hardesty of the University of Kentucky, as reported in the April Harvard Business Review.

The bad news? Trying to bring the price back in one fell swoop doesn’t work: only 10% of shoppers would pay $499 for a product that had been previously discounted to $349, according to the researchers.

The good news, though, is that raising prices in several steps can capture more revenue; 62% of shoppers would buy at an intermediate price of $379 and 24% would buy at $449 after the prior price rise. According to HBR, moving the price higher gradually “raises the expected future price in consumers’ minds and increases shoppers anticipation of what’s known as ‘inaction regret.’”

[The authors' original paper is in the January 2010 AMA Journal of Marketing.]

Related posts:
A business owner raises prices during the financial crisis
When you can raise prices, don’t hesitate

The customer’s journey

Monday, April 19th, 2010

startjourneyatomicjeepI might have had my last haircut at my long-time salon. I’ve been a customer as long as they’ve been open, but based on what happened on my last visit that may change.

It was my fault, of course. I was late, quite late. It was an overscheduled day and I had been running behind for hours. I called at 12:30 (my appointment time) and told them I was on my way. After fighting traffic for 20 minutes I was within sight. My cellphone rang. “Might you be able to reschedule?” No. I’m on the road next week. “Could we send you to another stylist?” Ugh. Not what I needed.

My frustration was irrational but very real to me. I wanted the stylist to be more resourceful. Wasn’t there a way to accomodate her schedule without sloughing me off to another stylist? No. So I went to the other stylist, and was not happy about it.

These moments of truth happen all the time at businesses. And I would suspect that many of them involve incidents where the company itself is not at fault – yet its inability or unwillingness to extend itself harms the customer relationship. And, as we know, the customer has options. The business pays the price if the customer leaves.

This incident brought to mind a conversation I had recently with a colleague. We were discussing defection at wireless phone companies. The large operators have “save” groups that try to win back customers who call in to cancel. If you’ve ever tried to cancel your cell account, you’ve been transferred to a save group.

The problem with saving customers at that step is that the emotional decision to defect came earlier. By the time they call to cancel, the customer’s mind is made up and only an amazing offer can lure them back (and often not even then).

My colleague said, “It would be fascinating to trace the customer’s journey, the series of interactions that begins the process that ends in cancellation. What happens? When could interventions have helped?”

This made me think of my journey with my hair salon. I think it started a few months ago when I began traveling a lot. I’m only at home one weekday, and so my options for haircuts are limited. The owner, who has cut my hair for 9 years, wasn’t available when I needed a cut a couple of months ago, so she referred me to another stylist, who did fine. So I made my next appointment with her.

Then this latest incident happened. My loyalty was already shaken when I was transferred from the owner to the first stylist. Now I was being transferred again, to another stylist. I was really annoyed.

Another moment on the journey, after the appointment: “Would you like to set your next appointment.” No, I wasn’t ready to do that yet.

Each of these steps on the journey is a place where intervention could happen. For example, the salon could realize that transferring a customer from one stylist to another (the first step on my journey) is a leading indicator of potential defection. They could do something to keep me coming back (e.g., a loyalty card that rewards me after my next 5 visits, say).

At the next step, today, they could have realized that shifting again to another stylist was another issue influencing my loyalty. Also, the fact that I was upset should have been noted and someone (the owner) could have followed up with me.

Finally, the salon could have noted that I didn’t make a return appointment. That should send off alarm bells, especially when combined with the prior steps of the journey.

As you can see, this customer journey has already traced several steps on the way to defection. At any point, an intervention could help keep me in the fold. And, as the journey progresses, I’m more likely to defect, and a save is less likely to work.

What does your customer’s journey look like? Do you know the signs that start the defection process, and how to intervene? Or are you relying on the Save Group?

When competitors are everywhere, customer service is the ticket

Wednesday, March 24th, 2010

I’m on the road a lot these days, and so I meet a lot of bartenders. Last night, the bartender who served me dinner said she’d been working in restaurants for eight years, but was studying to be an esthetician.

“There are a lot of restaurants,” I said, “but there seem to be even more salons. How do they attract and keep a clientele with so much competition out there?”

“You’ve got to be pretty good at customer service,” she said. Something people running businesses falling into the “commodity trap” should keep in mind.

Related post:
On “Beating the Commodity Trap”

“Beating the Commodity Trap” – how, maybe, to beat back the zombies

Monday, March 1st, 2010

livingdeadCommoditization is a word that sends chills up the spines of CEOs worldwide. A commodity is a completely replaceable, fungible item, purchased from any of many suppliers, with prices depressed to not much above the variable cost of production. Yuck!

The strategies that companies have used to battle commoditization, like product differentiation and bundling, are themselves being commoditized. Private-label copycats and new competition from emerging markets are increasing the forces of commoditization. With all this comes the need to look at the problem anew.

beating the commodity trapRichard A. d’Aveni of Darmouth’s Tuck School of Business has produced a slim volume entitled, “Beating the Commodity Trap: How to Maximize Your Competitive Position and Increase Your Pricing Power,” that performs just such a task. The best part of the book is the framework it lays out for thinking about commoditization; the three “traps”:

Deterioration – in which competitors duplicate some or all of your value proposition at a lower price

Proliferation – in which various firms serve business niches that eat away at your market

Escalation – in which competitors increase value and reduce cost at the same time

d’Aveni goes on to describe various strategies to use if you find yourself in one of these traps. Probably the most successful example cited is Microsoft’s response to a proliferation trap, in which smaller competitors created add-ons to Windows to provide capabilities like media management, virus protection and (the most famous case) web browsing. Microsoft used its monopoly power to duplicate these features and include them in Windows for free, both making Windows more valuable and eliminating the market potential for these competitors (”overwhelming” the trap, in d’Aveni’s parlance).

Of course, despite d’Aveni’s rigorous analytical approach and his numerous examples of successful counter-commoditizing, reading about the many ways commoditizers attack industry leaders in “Beating the Commodity Trap” may leave you with the feeling you have when you watch “Night of the Living Dead.” Even when you think the zombies are defeated, more always emerge from the shadows.

Two blogs you should read about the future of business

Tuesday, February 23rd, 2010

Two bloggers on Harvard Business Review’s website (http://hbr.org) in very different voices are helping to define the next era of business, post-crash. Umair Haque provokes and hyperbolizes, while Roger Martin writes sober, crafted prose, yet both say much of the same thing: business as usual – shareholder value maximization, “greed is good,” arbitrage- and exploitation-based commerce – needs to go. In its place will be socially-aware businesses that profit by garnering their workers’ best efforts and delivering distinctive, thick value to customers.

Samples:

Haque:

Hypercompetition — and hypercollaboration — is accelerating. The people formerly known as consumers are now your peers. Regulators have a keener eye and a longer arm. Stakeholders went from being hippie pacifists to shark-toothed activists. In this world, mere innovation and “strategy”are commodities. Globally, naked consumption must transition into durable investment. Meaning is the new cornerstone of advantage: Does what you produce actually make anyone meaningfully better off?

Martin:

as corporations have ballooned in size, the [CEO's] community has become far more impersonal and distant. Customers and employees have become more dispersed and distant and the home city has become less central — even expendable, as Boeing’s abandonment of Seattle demonstrated. And perhaps most important, a company’s owners have become a group of distant professionals who trade their holdings at the click of a button. Many large shareholdings, in fact, aren’t even managed by people.

Are they seers, or delusionists? I hope it’s the former. But you should read them both and decide for yourself.

Related posts:
Prior mention of Umair Haque
Posts mentioning Roger Martin

Department of Brandular Deception – what is a Samsonite anyway?

Monday, January 25th, 2010

The old backpack briefcase had a hole in it, and it wasn’t healthy to carry 15 pounds of stuff on my shoulders anymore, so I searched online and found a great deal on a Samsonite rolling briefcase. It arrived late last week.

My wife said, “Does that have the Samsonite lifetime warranty? Sometimes when you get something that’s discontinued, they don’t have the lifetime warranty. You should check.”

Fast forward to today. I was moving my stuff from the old briefcase to the new one, and saw a card from Samsonite. “Thank you for purchasing a fine Samsonite product… our Samsonite product is backed with a Three-Year Limited Warranty…. While our products are handcrafted using the finest materials available, our warranty is not unconditional.” And then there were lots of exclusions and exceptions.

At the bottom of the card, it said the following: “Heritage Travelware, Ltd., 430 Kimberly Drive, Carol Stream, IL 60188-1804 USA under license from Samsonite Corporation.”

Scanned ImageThis explained a lot. There wasn’t going to be an unlimited warranty, because this bag, no matter what the label said, was not Samsonite. It was Heritage Travelware – whoever they are.

Behind this simple label is a well-worn yet risky strategy. After more than 90 years manufacturing its own luggage, Samsonite has decided to trade on that name by licensing it out to other manufacturers. Designers have been doing this for decades (sometimes, much to their chagrin), but for Samsonite it’s particularly risky. I didn’t really think Geoffrey Beene designed that Dopp kit I bought years ago at Marshall’s, but I wasn’t buying a Samsonite toothbrush here, I was buying luggage. I thought – I really thought – that Samsonite, the purveyor of the lifetime warranty my wife valued so much, made that case I bought.

But they didn’t. And the licensor offered its own Three-Year Limited Warranty in place of the lifetime one. Brands take decades to create, but can fall apart in a flash. The easy money offered by licensing can come at a price – the erosion of goodwill and trust that has been built up over the years. Let’s hope my new bag lasts long enough for me to forget it’s a “Heritage.”

[Below is what luggage companies used to promise, before Three-Year Limited Warranties.]

Another glimpse into the sausage factory that is music industry accounting

Thursday, December 3rd, 2009

I am fascinated by the music business and how it totes up dollars and cents owed to various parties that contribute to making music I listen to every day.

Of course, it’s easy for me to be fascinated, as I don’t have to buy dinner or pay the mortgage with royalty checks from music I’ve made.

Recently, Tim Quirk from the band Too Much Joy posted a recent royalty statement that he received from TMJ’s former label, Warner Brothers. Even funnier (and more depressing) than the invoice itself is Tim’s essay describing how “unrecouped” bands (those that haven’t paid back their advances to the label) are treated and how cavalier (or malignant) the accounting is for those bands.

Tim now works at Rhapsody, so he knows how digital distributors account for the music they stream or download. As a result, he is able to poke holes in the corporate lackeys’ lame stories about why, for example, there are 12 outlets reporting sales for two of their albums but zero digital sales for a third album.

He is pretty humble, though, when he talks about bands like his who haven’t recouped their advances. Too humble, in my view. He takes at face value the label’s contention that they need to pay “money-making artists” like REM before they worry about giving minor bands an accurate accounting of their indebtedness. And, when you look at owing a label over $350,000 for albums you made more than a decade ago, it seems as if worrying about potential inaccuracy of a few tens of thousand dollars is pointless.

On the other hand, if the studios’ approach to measuring bands’ revenues is so cavalier and self-interested, I would have no confidence in the $350,000 number either. Who’s to say that’s accurate? Who’s to say, perhaps, that Too Much Joy shouldn’t be getting checks from Warners instead of hassles?

Here’s my favorite song from the band:

Too Much Joy |MTV Music

Another great reference on the artist’s perspective of the music business is Jacob Slichter of Semisonic’s memoir “So You Wanna Be a Rock & Roll Star.”

UPDATE 12/3: This essay by producer Steve Albini crisply lays out the situation bands face. In the hypothetical example he devises, a new band sells 250K albums and, somehow, still owes the label money!

(Hat tip Felix Salmon)

Related post:
Podcast: Fran Ten of West Indian Girl on the modern music business