Top of a Bernie Sanders fundraising offer involving a very special custom pint of ice creamFarther down the page, showing the whole container
If you’re friends with me on Facebook, you already know I’m supporting Bernie Sanders in the Democratic primaries. And if you read this blog regularly, you know I’m both a long-time student of marketing and a long-time advocate of marketing with honesty and integrity.
In light of this, I received a mailing from one of the groups allied with the Sanders campaign, and immediately noticed some things I wanted to share.
The product is totally in keeping with Bernie’s message, talking about the “1%” chocolate layer on top of the ice cream
Most marketers, when faced with the opportunity to offer a single unique item, set a stratospheric price—but even with a total production run of just fifty, and only one being given to this organization, the price is only $50 (once again reinforcing the brand messaging)
However, it’s something of a lottery; only one person gets the prize, but anyone who contributes $50 or more by the deadline gets to play
There are also a number of less exclusive rewards—democratizing the lottery somewhat.
Disclaimer and disclosures: I am not involved in any way with organizing this promotion and don’t benefit financially. I have given money to the Sanders campaign and I’ve probably also given money to Progressive Democrats of America, the sponsoring organization.
A friend of mine, a very successful author and marketer, a deep student of the human psyche, asked on Facebook, “Why do you love/hate Trump? (Disclaimer: I’m indifferent.)”
It was the disclaimer that got me worried. This is part of my response to him:
I have enormous respect for your analytical skills, M.______, but I question deeply your indifference…
M.______, I hope you’re pulling our legs. You of all people understand human motivations and psychology. Trump is a master marketer and manipulator. I don’t know if he’s studied NLP [Neurolinguistic Programming] (or maybe you) or if he’s actually a natural.
I do know that if he wins, I will be looking seriously at what other country I might live in for the next 4 to 8 years. I have family who died in Nazi concentration camps. I don’t want to be part of an America where ordinary citizens are rounded up because they’re Muslim or Mexican, just as my parents’ cousins were for being Jewish.
I don’t say this lightly. I consider him extremely dangerous, and it scares me that enough people in the US take him seriously enough that he’s doing well in the polls (we’ll see if this translates to actual votes).
The pattern of favors exchanges continues to the present. Does anyone really think it was in any way a coincidence that within hours of receiving Sarah Palin’s endorsement, he named her as his running mate?
This man has a “teflon coating” so powerful it makes Reagan’s look vulnerable. He’s not only attacked whole classes of people, he attacked John McCain for being captured, and by proxy insulted every veteran and all those who respect their service—and then he turns around and repeats the biggest mistake of McCain’s career: running with Palin (I think he might have won in 2008 if he had a running mate people trusted). How is it that the mainstream media hasn’t torn him to ribbons? Howard Dean was forced out of the race for a yell of enthusiasm at a gathering of his supporters (and watching it again, I still don’t see anything inappropriate). In 1972, Edmund Muskie was forced to drop out after shedding a few tears in the wake of an attack on his wife—what’s wrong with showing emotion, pray tell? (We seem to have moved past that, finally. We’ve seen establishment political figures from John Boehner to Barack Obama crying in public recently, and appropriately, it’s no big deal). Yet here we have a demagogue who attacks entire ethnic groups, who makes blatantly false statements, who has even been attacked during the Republican response to the State of the Union, and he’s still out there attracting support. What is up with that?
In the courtyard of the new Reich Chancellery, the Fuhrer partakes of the “one-pot” communal stew meal in the company of invited fellow citizens. Photo by Heinrich Hoffman, courtesy New York Public Library
But my deep message to my friend is that we cannot afford indifference. Let’s remember that Hitler was democratically elected, and that Berlin in the 20s was a liberal, arts-centered city. We must not get complacent. We must not think “it can’t happen here.” And we must not be swallowed by indifference.
Shel reading at the exercise bike. Photo by D. Dina Friedman
In the fall of 2011, my doctor told me, “you’re on the border for diabetes.” That scared me into action. I’d been aiming for an hour of exercise per day and requiring myself a minimum of 30 minutes (travel days and the very rare sick days excepted). I immediately doubled that. (I also looked at my diet.)
For the next three+ years, I dutifully tracked the number of minutes of exercise I did each day—but I didn’t track the results cumulatively. My pound-shedding had plateaued, and I decided that starting on January 1, 2015, I’d log the minutes each day on that month’s calendar page.
At the end of January, I totaled it up—and was shocked to discover that far too great a percentage were much too close to the one-hour mark. Although I did have 9 days where I exceeded 120 (including two days of 160 minutes) and four days at exactly 120, that meant I failed to make two hours 22 out of 31 days. I had too many with numbers like 63, 65, 75, and even one total bust with only 30 minutes. Tracking over the course of the month made me realize how I was letting myself cheat. My total exercise for January 2015 was only 2277 minutes, with a paltry daily average of 73.45.
But here’s the thing: because I was tracking, I was able to adjust. For the remaining 11 months, I never got less than 3290 minutes (February). Many of them were in the 3600 to 3900 range, and in October, I actually went past 4000. The difference even between 2277 and 3290 is an extra 16.88 hours of exercise between January and February—not too shabby. I ended the year with 42,178 minutes of exercise, or an average of 115.55 minutes a day. If I drop January off the average, it goes to 119.46, or just a whisker under my goal of 120 minutes. Because I was tracking, I ended the year averaging an hour and fifty-five minutes, versus an hour and thirteen in January. That’s a significant increase.
Shel reading at the exercise bike. Photo by D. Dina Friedman
Since I do a lot of my reading (and a lot of my exercise, especially in the winter) on the exercise bike, I decided to also track how many books I read. In 2015, I read 89 books. Some of these were monsters in the 500 or 600-page range. Others were quick and easy Young Adult novels of 100-150 pages. Many were business/environmental/social change books, including at least one a month for my review column. But I read more fiction and memoir, by far. This is an outgrowth of a resolution I made several years ago to do at least five minutes of pleasure reading per day. Once I started using the exercise bike regularly, this was a resolution that was easy to exceed.
The proof? I went back to the doctor this summer, and my blood work was all in the normal range (yay!).
Caricature of Donald Trump by DonkeyHotey, Creative Commons License: https://www.flickr.com/photos/donkeyhotey/5471912349/sizes/m/in/photostream/
This 1979 profile of Donald Trump in the Village Voice should be mandatory reading–in the Know Your Enemy department. The corruption, refusal to acknowledge responsibility, self-aggrandizement, and use of other people’s money are not at all surprising. Only two things surprised me: 1) the racism goes back so far in time. I’d always thought that was a “party dress” he put on in order to run a demagogue campaign for president–but he was apparently the enforcer keeping blacks out of his father’s apartments.
2) The notorious McCarthy henchman Roy Cohn, one of the sleaziest figures in 20th-century US politics, was one of the family’s lawyers.
If Donald Trump becomes the nominee (or runs 3rd-party), we need to distill some of the central points into a highly readable one-page flier and get it absolutely everywhere. If Trump is the nominee, I will personally do that flier. And I want a legion of volunteers to distribute it.
Side note: I’m proud to say my mom was one of those white Urban League volunteers mentioned in the article, who determined if an apartment was *really* “already rented” after a family of color was refused. I have no idea if she was involved in the Trump Village investigation–probably not, since she lived far away in the Bronx.
I do find it deeply ironic that he has managed to build a meme that as a “self-made man,” he has so much money, he can’t be bought. He and his father got their money in the first place by leveraging political connections and doing deals with little or no skin in the game, if the article is accurate (and I have high confidence that it is). What is self-made is not his wealth, but his image.
The brain of a call center clerk ("Call Center Dave," by Ray Smithers)
The brain of a call center clerk (“Call Center Dave,” by Ray Smithers)
Dear business owners and bureaucrats: If you fill your customer positions with stupid people, or if you don’t empower them to address issues that come up, you damage your own brand.
All customer service people are by definition part of your marketing team. If they perform badly, they drive customers away.
I’ve just had one-too-many encounters with a stupid person in a customer service position, and I realize I won’t get any real work done until I can blow off some steam. So I may as well blow that steam as a blog post. I’m overdue for a good rant in this space.
I’m helping an 85-year-old, not-very-computer-savvy Japanese citizen renew his passport. The Japanese Consulate Boston website says their online renewal form only works with PCs; my friend has a 12-year-old Mac. So I called them to get an application form mailed to him.
The idiot I spoke to was amazingly UNhelpful. First she said we had to send a self-addressed 9×12 envelope to Boston with $1.20 in postage just to get the forms. And then she refused to give me the consulate’s address and told me to get it off the website (which is in Japanese, which I don’t read). I actually had to yell at her before I could pry the street address out of her.
You would think they could simply mail out the packet, and tack an extra $5 onto the renewal fee if using postal mail.
This has the effect of pushing Japan farther down on the list of countries I’d like to visit.
It also got me thinking about the hundreds of times I’ve encountered an employee charged with “customer service” who either didn’t have a clue about what customer service actually means, or haven’t been empowered to actually deal with situations that come up.
I’m remembering in particular the time (about ten years before they went out of business) that I was in a Blockbuster Video and I saw a sign with great language about how they empowered every one of their employees to do right by their customers. I was writing a book on marketing (as usual 😉 ) at that time, and I asked the counter clerk for permission to photograph the sign so I could quote it in my book. And this disempowered employee in this supposedly enlightened store said he didn’t have authority and I’d need to ask headquarters!
It wasn’t so much his inability to let me do what I asked. It was the disconnect between what the sign said and the 180-degree-opposite reality that completely wrecked my perception of Blockbuster’s brand. I never set foot in a Blockbuster again. They lost a decade of my business for being stupid.
Then there was the chief mechanic at my local Toyota dealer, who called me after several days of non-response to my status queries and told me I had 24 hours to get my car off his lot, and by the way, the engine is in pieces in the trunk. I was so appalled I wrote a long letter to the VP of customer service for the United States, and I never went back to that dealer for anything else, ever, not even a tube of touch-up paint. I drove 40 extra miles round trip when I needed something from a Toyota dealer. And the next time I bought a new car, it wasn’t a Toyota. That mechanic threw away 20 years of brand loyalty and a lifetime customer value in the hundreds of thousands.
Let me say it differently: front-line customer service reps are either your marketing ambassadors (think Southwest Airlines, Nordstrom, Ritz-Carlton) or your marketing saboteurs. Which do you choose to represent you?
Here’s what they mean to me, and why I picked them:
Transform
First, there’s the social transformation I want to bring about by transforming the business world. I want to end the biggest crises of our time, and I see the business community as the best lever. Appealing to enlightened self-interest—the profit motive—I want to make the bottom-line business case that just as going green saved costs and increased revenue, so too can addressing big picture issues like how to turn hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance. When I first started talking a great deal about going green as a profit booster, around 2002, people looked at me funny. Now, it’s common business wisdom. I think the same will be true eventually for creating profitable products, services, and a company DNA that address these issues at their roots.
Second, the transformation in my own business. I see consulting, speaking, and writing on how business can bring about that transformation (and how any particular business can develop and market the right social change products and services for its own culture and markets) as a major part of my business in the coming year, and for the rest of my working life. While I’ve been thinking about these things for many years, have written books and given talks about it, I still have to find the markets that are willing to pay for what I know I can do for them. I go into the year with two possible markets that are quite different: small entrepreneurial and startup companies, and large, established corporations. I’ve developed two different websites for these audiences, because the agenda, methodology, timetable, and price structure will be very different.
All of this is a natural outgrowth of the green business profitability work I’ve done the past several years—but while it builds on the past work, it is different. I’m confident that I can make it work, but am still a bit fuzzy on the how. Which brings us to the second word:
Win
My original choice was “succeed,” but then I went to Chris’s post. He chose “win” as one of his words, and I think it’s like success, but stronger. It can also work as both a noun and a verb, as can my third word.
Also, I feel that on many levels other than the material, my life IS a success. I made a conscious decision about 30 years ago to have a happy life, and I’ve made good on that: I love the marriage I’m in, the house and community where I live, the places I visit, the local organic fresh food I eat, the books I read, the performances I watch, and so on. That decision rippled through all areas of my life. As early as 1985, it was the difference between feeling angry and frustrated and cheated when I had to spend an entire day of precious vacation mailing packages back to myself, as the old me would have—and thinking, even before I was married, about the wonderful story I’d have to tell my grandchildren.
But there are two areas where I need to replace that general feeling of success with a clear, strong victory: the economic underpinning of my business (which has now had two low-producing years in a row while I retooled for the transformation)…and the deeper impact of my work on the world.
The problem with having many interests and multiple skill areas is that it’s really hard to focus. When everything is fascinating, how do you choose? Yet, to succeed—to win—you have to close some doors so you can pass through the doors that remain open.
This is the lens: I’m using to help me choose what to focus on:
Over the past few years, I’ve worked hard to overcome a case of what my friend Noah St. John calls “success anorexia.” I’ve looked at my money/success blocks, and overcome a number of them. But, watching my own failures doing things that have worked really well for others, I realize there’s still some hidden piece, deep in my subconscious, that courts failure. I need to find that piece, hold it up to the light, make an alliance with—and redirect—the parts of it that act out of love, excise the parts that are rooted in self-hatred, and have a clear win. This will be difficult, because I don’t even know what it is that’s holding me back. But it’s essential.
Once that hurdle is overcome, I want to look at how to broaden my impact. I have a great message and great examples of how we can solve these big problems. But for that to really change the world, I need to find tens of thousands, maybe millions of people who are open to that transformational message. None of my books have ever sold more than a few thousand copies. My blog and social media audiences are limited. The number of people who hear me speak in a year is much too small. The second big win I need is to get myself in front of a far larger number of people. That this will help with selling more books, doing more paid speaking to larger audiences, and getting more consulting gigs—in other words, contributing to the win I’m looking for in my own blocks—is an extra benefit. At age 59, I have a limited time to make a big impact on the world. I want to leave a legacy of creating deep transformational change, because I love this planet. And that’s a nice transition to the third word.
Love
Love of others and of self, love of the ecosystem and the planet. In my youth, I was a very angry, loud activist who felt utterly betrayed by governments and corporations and wasn’t good at finding common ground or seeking alliances with those who thought or felt differently from me. Over the years, I’ve learned how mistaken I was—starting all the way back in the 1970s. Some might say I’ve softened but I don’t see that way. I’ve learned to approach with love, respect, and an understanding that almost all of us want a better world; we just have different ways of understanding how to bring it about.
Love is often about deep listening. It’s also about seeking a higher good for a greater number of people, without sacrificing the needs and desires of others. It’s about building the communication skills to allow environmentalists and Tea Partiers to discover their common ground (something I talk about very specifically in my 10th book, Guerrilla Marketing to Heal the World).
Going deeper, this is what allows even the most hate-filled opponents to go past the hurt and build a better world for everyone. Nelson Mandela was a master of this. So were the people who formed the various Arab-Israeli joint projects such as the magnificent Wahat al-Salam/Neve Shalom community in Israel, where Jews and Arabs study and work together—the name, in both languages, translates as “Oasis of Peace”—or Combatants for Peace, which pairs Arab and Israeli former combatants to travel around and speak about cooperation.
It’s easy to love those who agree with you. It’s much harder to love those you might blame for the death of a loved one or the loss of your land. I have tremendous admiration for those involved in these sorts of cooperative efforts and I want to be more like them.
