Month: October 2016

By Posted on Posted in Diversity, Environment, General Commentary, People Helping People, Politics, Technology Tagged with , , , , , , , ,

[Editor’s Note:] I read John Engel’s article in the Daily Hampshire Gazette (my local newspaper) and immediately went to his website to ask his permission to reprint. It’s highly topical and speaks so strongly to something that I’ve felt for a long time but never got around to writing about, and that’s why I chose to share it with you. I generally enjoy his column (which you can read at his site—link is at the bottom) but this is the first time I was moved to republish one.—Shel Horowitz, “The Transformpreneur”]

As published in the Daily Hampshire Gazette, October 26, 2016

As the presidential race approaches Election Day, rhetoric – from candidates, pundits and voters alike – has reached a fever pitch. My kids Zoe and Adam, at ages 10 and 7, are befuddled by both the hype and some of the more disturbing messages that have reached their young ears.

Filtering both the extreme and mundane, what continues to hold my attention is one of the election season’s most persistent themes – a steady beat of cries that the country is in disastrous condition and only getting worse. Some voices from this chorus are calling for a return to life as it was in the 1950s.

While I was not alive, let alone a father in the 1950s, my historical understanding of that era provides me with some insight about what my experience of fatherhood might have been like, in that most laudable decade of modern America. Granted, fathers probably were not writing columns about the experience of fatherhood, and since Al Gore had yet to invent the internet there were no Daddy Blogs – or Mommy blogs, for that matter – to peruse on smart phones, while children frolicked on play dates.

But had I been writing such a column in the 1950s, here are some important topics I may, or may not have, considered.

I might have expressed concern over the dangers families faced while traveling in automobiles, since protective child safety seats had not yet been developed and adult seat belts were not yet standard equipment.

Father and child (in the pre-safety equipment mindset) - Photo by Felipe Daniel Reis
Father and child (in the pre-safety equipment mindset) – Photo by Felipe Daniel Reis

Revolutionary as it was, I would not have been writing about the 1955 patent of a cutting edge chemical known as BPA, which for decades thereafter poisoned infants and children through contaminated baby bottles and Sippy cups until the FDA banned its use in these products, in 2012.

While it would have been socially unacceptable, I might have written about the customs of the day that relegated fathers to roles of provider and protector, denying them the opportunity to nurture their children and share equally, with mothers, in domestic chores and homemaking.

I would have been more than remiss, had I not written about the trauma experienced by people of color who were both routinely denied basic civil rights and subjected to extreme violence when trying to simply create a better life for themselves and their children.

I certainly would have written about the plight of women and mothers — and by extension families — who at the time had relatively little political power, limited professional opportunity, and were subject to persistent sexist norms. Though I probably would not have written about the domestic and sexual abuse women experienced because, as a country, we did not even begin seriously addressing these heinous crimes until the 1970s — and later.

And it would have been beyond taboo for me to write a column about the challenges parents faced when helping their gay, lesbian or transgender children triumph over discrimination and intolerance.

So, while I am not immune to experiencing fear-based nostalgia, calls for returning to bygone eras remind me that we humans often yearn for something we don’t have — and even harder for something we fear losing — all the while neglecting to appreciate what we already have gained. And this leaves us ill equipped for the hard and necessary work of identifying goals and actions that will guide us to a future that unites, not divides, us.

So as a father — in 2016 — I both celebrate, and seek to build upon, the gains we have made since the 1950s, regardless of who is president, because for me, hope trumps nostalgia.

John Engel of Florence, Massachusetts (United States) can be reached through his website, https://www.fatherhoodjourney.com

Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Activism, Environment, People Helping People, Psychology, Shel's Personal Life, Social and Economic Justice Tagged with , , , ,
My friend Kathleen Gage posted a quote from Albert Schweitzer about people sometimes reacting with hostility or obstruction to your attempts to improve the world. And then she said.

So if you are doing good for praise and accolades, you are doing it for the wrong reasons and it is no longer a good deed. It is an act of manipulation.
Do good because you are called to do good and for no other reason.

I’m going to gently disagree. I agree with the first two statements. But I disagree about “for no other reason.” I’m guessing that really what we have is different definitions of the concept of a calling—that mine is a lot stricter than hers. And that’s because, a few times in my life, I’ve experienced a genuine calling: a feeling that I was put into this place at this time to do something very specific—and that I had to do it.

We do good for lots of other reasons than because we are called to: to show your children what is possible. To make conditions better for others. To improve the lot of a group facing oppression that you don’t belong to–or that you do. To right an immediate wrong. Not all of these rise to the level of a calling. But all of them (and far too many more to list). I became an activist at age 12 and remain one. Five times, I have felt that calling—to:

1. Do what I could to stop the Vietnam war
2. Move the country away from a reliance on nuclear power (maybe the worst technology ever invented)
3. Protest publicly when the US bombed Libya (and I was the *only* protester on the first day, but by a few days later, there was a whole group of us out in front of the courthouse)

4. Save the mountain two miles from my house (with a massive outpouring of community support, won that one in just 13 months!)

View of the Mount Holyoke Range, showing the land saved by Save the Mountain in 2000.
View of the Mount Holyoke Range, showing the land saved by Save the Mountain in 2000.
5. My current mission of showing the business community how to turn hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance—not through guilt and shame, but through enlightened self-interest
Yet these are only the tiniest fraction of thousands of actions I’ve taken for social change. The rest were not a “calling” but simply the right thing to do. They were not done for self-aggrandizement. If that had been my goal, I would have taken far faster and easier paths (like the Internet millionaire meme). Some of them were tiny and easy, like signing a petition. Others consumed years of my life, like the time I spent building what we now think of as the LGBTQ movement or my involvement in changing the politics of the city I lived in for 17 years, and the small town where I’ve lived for the past 18. Most were somewhere between, like serving on committees for grassroots groups or local governments.
That said, I gleefully share that my current calling is the most exciting and meaningful work I’ve ever taken on.
When have you felt a calling? What was it for and what was the result?
Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Demographics/Psychographics, Diversity, Ethics in Government, language, Marketing Trends/News, Politics, propaganda, Psychology Tagged with , , , , , , , , , , , , ,

I read a comment by the author of a new book called President Obama Created Donald Trump, claiming that President Obama saw himself and the country as post-racial, and thus didn’t prepare for the consequences of “the catalyst for racial backlash and unrest” that led to Trump’s nomination.

The White House. Photo by Emilien Auneau
The White House. Photo by Emilien Auneau

Interesting theory. But it sounds to me like blame-the-victim. I’m too young to remember FDR, who I know was adamantly hated by conservatives—and who, despite that hostility, was elected four times. When the Republicans got power again in 1952, their standard-bearer was no radical demagogue. It was Eisenhower, a moderate who feared the oligarchy and was the first to call it “the military-industrial complex.”

Obama has borne the brunt of more hostility than any US president in my lifetime (much of it due to his color)—and handled it with remarkable grace. In this author’s view, he is somehow to blame for racism?

Here’s my contrasting view: When the Democratic Party and especially (Texan/Southerner) LBJ began to get serious about undoing racism, the Republicans, starting at least with Richard Nixon and his Southern Strategy (if not earlier) began courting and nurturing the most racist right-wing fanatics in the party. Richard Viguere and his ilk brought fundraising, marketing, and organizing prowess. Reagan came to the party with a new economic agenda geared toward the 1%. Bush II added megalomaniacal ignorance and disastrous foreign and economic policies, yielding two wars and the Great Recession–and a hankering for “change.”

Obama rode that wave but faced an intransigent Congress openly dedicated to sabotaging his efforts. Progressives perceive him (falsely) as not accomplishing much. Yet the Republicans see him as usurping power. Neither accusation has merit, but that’s the public perception.

So people are eager for change. We saw it in the remarkable primary successes of not only Trump but Bernie Sanders (who I supported and voted for, incidentally—and like Bernie, I’m voting for Clinton next month). People feel disenfranchised, powerless, and thoroughly disgusted with the Establishment. Hillary Clinton, destined perhaps to be an even more hated president than Obama or FDR, is the embodiment of that establishment, as is Jeb Bush–one of the first GOP candidates to drop out.

Trump stepped into the vacuum, with lowest-common-denominator messages of hate masked in “Make America great again” rhetoric. I don’t think it’s a coincidence that many of his statements closely parallel quotes from Hermann Goering:

Trump: “I love the poorly educated!”
Goering: “Education is dangerous—every educated person is a future enemy.”

Trump: “The security guys said, Mr. Trump, there may be some people in the back with tomatoes in the audience. If you see somebody with a bag of tomatoes, just knock the crap out of them, would you? I promise you, I will pay for the legal fees.”
Goering: “Shoot first and ask questions later, and don’t worry, no matter what happens, I will protect you.”

Trump: “By the way, if she gets to pick, if she gets to pick her judges, nothing you can do, folks. Although the Second Amendment people, maybe there is, I don’t know. But I tell you what, that will be a horrible day.”
Goering: “Whenever I hear the word culture, I reach for my Browning.”

While his psychopathologies and abusive behaviors (not just the groping, but the lying, cheating, physical intimidation, psychological intimidation, threats of violence, etc.) go beyond even the Republican Party of Dick Cheney and Donald Rumsfeld, Trump’s thinking is a logical extension of his party’s reach for the bottom of the bottom of the bottom of the barrel. He is the next iteration of a pattern that began in the GOP nearly 50 years ago. He is merely the next step the Republican Party has aimed toward for decades.

 

Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Advertising, Business-general, General Commentary, Innovation, Marketing Techniques and Philosophies Tagged with , ,

Someone asked a very odd question in a discussion group:

How a startup is viewed (by an investor) when its majority spending is on marketing/advertising?

Laney Rosenzweig StoryboardIn my answer, I chose to ignore the investor question (although I hint at it in my last sentence) and discuss it instead from an overall business point of view. Let me share that answer:

Having written several books on how to market effectively with little or no money, I definitely agree. While we don’t all have to be as extreme as Google, which built one of the most profitable companies in the world without spending anything on advertising, I think all of us should be focused heavily on more creative, more interactive marketing—including content, interactive involvement tools on your website, social media actual participation (not just advertising), live appearances, etc.—only using advertising and other paid strategies sparingly if at all. This is something I can help with, BTW. For a very affordable cost, I can create an entire marketing plan for you, rooted in these kinds of strategies as they make sense for your particular business/skill set/interests.

If someone is spending more on marketing than on operations, I’d worry about their long-term viability.
But I found the question quite odd. It’s hard to even wrap my brain around the idea of spending more on marketing than on innovation, product development, manufacturing, distribution, etc., combined. Yes, of course, we’re all in business to sell something, and marketing helps us do that. But we also have to have something worth selling.
Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Advertising, Branding, Customer Service as Marketing, Entrepreneurship, Marketing Techniques and Philosophies, Marketing Trends/News, Shel's Personal Life Tagged with , , , , , , , , , ,

If you don’t think customer service is part of marketing—and maybe the most important part—this post is must reading for you.

Old movie theater marquee. Photo by Marcus Buckner.
Old movie theater marquee. Photo by Marcus Buckner.

Great Service Builds a Business

Great customer service builds long-term customers, relationships, and ambassadors for your brand! Just ask Nordstrom. They surely don’t compete on price.

Ask Southwest Airlines, which made its original reputation on low prices but now is known for exemplary service in an industry that generally treats its customers like crap. Many times, I’ve actually paid a bit more to fly Southwest, because I know I can check bags for free and—more importantly—change my ticket if there’s an issue.

Southwest earned my loyalty by saving an expensive cruise vacation that was about to go up in smoke when our airport closed for a snowstorm and we weren’t going to make our connection to the cruise ship. Southwest cheerfully if perplexedly let us shift to the following day in a different city, so we could board at the ship’s first port-of-call.

These days, I go to the Southwest website first, and only check discount travel sites if I can’t get a good flight there. Have I told people they should fly Southwest? You betcha. I just told you and a few thousand others, in fact.

Crappy Service Kills a Brand

Yet no amount of (expensive) marketing will undo bad customer service. This is something I talk about in many of my books, including the most recent, Guerrilla Marketing to Heal the World.

I have boycotted a number of businesses that treated me shabbily—including the movie theater in the New York City neighborhood I grew up in that sold my 12-year-old self a full-price adult ticket and made me sit in the children’s section. I have not been back in the 47 years since—because I felt wronged and discriminated against.

But the worst was our local Toyota dealership. We had a long and extended bad interaction with them that culminated in a phone call, “you have 24 hours to get your car out of our lot—and by the way, the engine is in pieces in the trunk.”

Not only did I write a five-page complaint letter with full documentation to the VP of customer relations for Toyota USA (which gave a too-little-too-late form-letter make-good offer a full year later), not only did I never buy as much as a tube of touch-up paint from that dealer for the rest of their career and was not sorry when they closed—but the next time I went car shopping, I didn’t even seriously consider Toyota and bought a competing brand. That was the first time I bought a car not built or designed by Toyota since 1981; they threw away decades of strong brand loyalty. Over the 30 years or so that likely remained in my car-buying lifetime at that moment, they probably cost themselves well into the six figures.

And no amount of expensive advertising will counter the disconnect if you don’t walk your talk, even if it’s not a customer service issue. If you have a sign posted in your store noting that you’ve empowered your employees to solve customer issues, as the late Blockbuster Video did, that should actually be the policy. It wasn’t for Blockbuster, in my personal experience. And they’re gone.

And these days, a frustrated customer doesn’t just tell ten friends. I just read recently that Dave Carroll’s video, “United Breaks Guitars”—seen by nearly 17 million people—actually lowered the airline’s stock price. The video also garnered tons of mainstream media coverage (including CBS and CNN), many new fans for Carroll and his band, the Sons of Maxwell, and even a book contract (the book—big surprise—is called United Breaks Guitars. And think about all those “companysucks.com” websites out there damaging brands.

In Guerrilla Marketing to Heal the World, I cite an auto-industry study that only 40 percent repurchase. So it’s up to you to turn satisfaction first into delighted amazement, and then into loyalty, and finally into ambassadorship for your brand?

Timothy Keiningham and Terry Varva, authors ofThe Customer Delight Principle: Exceeding Customers’ Expectations for Bottom-Line Success, point out that marketing’s primary role is to communicate “the wants, needs, and expectations of current and potential customers,” [emphasis mine] so the business can “create and distribute products or services that more closely address and answer these inherent needs.” If meeting the needs of current customers doesn’t encompass customer service, you’re in trouble.

Please share your customer service successes and disasters (either as a vendor or a s a customer) in the comments section, below.

 

Facebooktwitterpinterestlinkedinmail