Seth Godin's Blog, page 316

Cultural Wisdom

It's very easy to underrate the value of cultural wisdom, otherwise known as sophistication.

Walk into a doctor's office and the paneling is wrong, the carpeting is wrong and it feels dated. Instant lack of trust.

Meet a salesperson in your office. She doesn't shake hands, she's fumbling with an old Filofax, she mispronounces Steve Jobs' name and doesn't make eye contact.

Visit a website for a vendor and it looks like one of those long-letter opportunity seeker type sites.

In each case, the...

The platform vs. the eyeballs

This might be the most subtle yet important shift that marketers face as they deal with the reality of new media. Marketers aren't renters, now they own.

For generations, marketers were trained to buy (actually rent) eyeballs.

A media company assembled a large amount of attention. A TV network or a magazine or even a billboard company found a place you can put an ad, and they sold you a shot at reaching their audience.

You, the marketer, don't care about the long-term value of this audience...

Everyone gets paid on commission

The Washington Post recently laid off a columnist because his blog posts didn't get enough web traffic.

Of course, in the old days, the newspaper had no real way to tell which columns got read and which ones didn't. So journalists were lulled into the sense that it didn't really matter. The Times quotes Jay Rosen, a journalism professor at NYU,  "It's an unusual public rationale for serious newspaper people, that's for sure."

Wrong tense. It's not going to be unusual for long.

In fact, in a...

Launching Brands in Public

I was talking with a senior marketer at one of the most famous brands in the world last week. She said, "executives keep coming to me with stuff they find on the internet, stuff they find on YouTube about us, and say, 'take it down!' Of course, I have to explain that I can't take it down. No one can."

If your brand has any traction at all, people are talking about you. Of course, they've always talked about you, but now they're doing it in writing, in video and in public.

Today...

Win the fight, lose the customer

Does it really matter if you're right?

Given the choice between acknowledging that your customer is upset or proving to her that she is wrong, which will you choose?

You can be right or you can have empathy.

You can't do both.

It's not the nature of capitalism to need to teach people a lesson, it's the nature of being a human, we just blame it on capitalism. In fact, smart marketers understand that the word 'right' in "The customer is always right" doesn't mean that they'd win in court or a...

Understanding business development

Business Development is a mysterious title for a little discussed function or department in most larger companies. It's also a great way for an entrepreneur or small business to have fun, create value and make money.

Good business development allows businesses to profit by doing something that is tangential to their core mission. Sometimes the profit is so good, it becomes part of their core mission, other times it supports the brand and sometimes it just makes money. And often it's a little...

If TV ads were free

If ads had been free, then the way people would have learned how to do TV advertising would have been by running ads. If they were free, why not? Why talk about it if you could do it? Why guess what would work if you could actually find out for yourself? Running ads would have been cheaper than focus groups. But ads weren't free in 1964, so people talked and pontificated instead of actually running every ad they came up with.

You guessed it: new media is largely free. So why teach it in...

The priority list

What should you do next?

Is it better to email an existing customer, send a brochure to a prospect or improve your product a bit? Should you tweet or post a new blog post? Should you have a meeting to coordinate your team or spend ten minutes returning phone calls instead?

This is an unheralded skill, something successful people do really well and others struggle with.

How do you decide what to do next?

One of the challenges we have in reducing carbon emissions is that (as far as I know) there's ...

Things to ask before you redo your website

I don't do any consulting, but that doesn't stop people from asking me questions. The most common question people ask me when they want a new website is, "If you were in charge of this, who are the 2 or 3 people you'd want to be sure to talk to – to help think through the issues, help us figure out who should do the work, etc.?"

The second most common question people ask me,  "In addition to Apple's site, are there 2 or 3 that you think are really appealing and work well for their business?"

I...

Chai Wallah

It's so tempting to do a little bit of everything. All the tools are there, a click away. You can be the designer, the copywriter, the head of customer service. Hey, you can even do the manufacturing or easily outsource it to a commodity producer. One benefit of diversification is that you can average out your risk.

Or you can be a wallah. Someone who does only that one thing.

An old colleague of mine calls himself a chai wallah. Perhaps he loves spiced tea, but I'd prefer to believe it's a...