What Marketing Genius Thought of This?string(38) "What Marketing Genius Thought of This?"

June 17, 2014
, , , Faux Pas, Marketing/Sales, Rant!, Recommendation, Travel 3

 

It was 11:30 AM in Paris last Wednesday and Beth (my wife) and I had a lunch meeting that was set for 12 noon with a couple business associates. As we headed out to the curb to get into a taxi in order to drive to the restaurant, we noticed something odd. There were no taxis in the taxi stand in front of our building!

Unbeknown to us, the taxi drivers in Paris, were all on a two-day work stoppage (yes, a strike) in protest of the “Uber” App, (a personal sedan service that can be requested via an app) which has been cutting into their profits, according to the taxi drivers.  Apparently, they are hoping that the French government will ban the use of Uber in France!

We have used Uber with great success in the United States, and had not thought about using the app while here in Paris. It has been so easy, frankly, to just step outside and into one of any number of waiting taxis, that we didn’t need Uber.

But standing on the curb in the quickly intensifying sunshine with little time to spare to get to our appointment, we wondered if there was any chance of using the app now to book a car for our lunch. Beth tapped the app on her iPhone and within seconds we received confirmation that our Uber sedan would be with us in 15 minutes. After only six minutes, the car pulled up on the curb in front of our building.

Anyone who knows me at all, knows that I put a high premium on a company’s ability to under promise and over deliver. They definitely did just that in the humid Paris heat!

As we headed to our lunch meeting, we began talking about the irony of the taxi drivers’ strike actually driving us (pun intended!) into the waiting arms of the very competitor they were protesting! What marketing genius thought of this blunder-head idea!? To me this is the perfect example of something I call the “unintended consequences of a ‘seemingly’ good idea.” Did no one have a conversation about how this would actually play out? Maybe something like – “let’s see, why don’t we go on strike to protest an online application that will – oh, actually force people to use that online application while we’re all sitting at the brasserie enjoying croissants.” Yea, really smart.

Because of their actions, we have now been reminded of how easy and pleasant using Uber is. There is no money to change hands – all payment arrangements are done through the app. We can enter the request for a car while finishing up whatever it is we are doing and then head straight out into the car once we receive the text notification that it has arrived. We can actually watch the progress of the car as a GPS tracker shows an icon for it en route on our Uber app’s map. Even better – the vehicle is very clean and professional (we drove in a Peugeot to the restaurant and in a Mercedes on the way back – AND it was less than a taxi ride!).

I really like the emailed receipt after being dropped off at our destination. It shows what the average speed of the drive was, the duration of the drive and the final amount. Even better is that Uber ROUNDS DOWN to the nearest dollar! I mean, who actually does THAT?

So, I would like to take this opportunity to thank the taxi drivers who held this work stoppage for reminding me how amazing their competitor really is. Talk about the law of unintended consequences! I wonder how many other people took advantage of this strike to become new Uber customers. I can tell you that I will be requesting an Uber car more frequently on this trip now as a result of the strike.

Epilogue – Note to the Paris Taxi Driver’s Association:

Dear Paris Taxi Driver’s Association, the year is 2014. The internet actually exists and will most likely not disappear no matter how often you go on strike. The Genie cannot be put back into the bottle. Rather than try to “ban” a competitor who actually had a good idea – why not create your own app (as some taxi companies around the world have!) and join the rest of us in the 21st century.

Just a thought.

 

 

Culture Eats Strategy For Breakfaststring(35) "Culture Eats Strategy For Breakfast"

February 18, 2013
, , , , , , , , , , , , , , , , , , Business, Culture, Customer Service, Global Business, Strategy, Success 3

Strategy is often talked about in business schools, in fact it’s a primary focus.  Culture however, is less understood.  Culture involves a variety of contributing factors including a blend of attitudes, beliefs, mission, philosophy, and momentum that help to create and sustain a successful brand.  It represents the vision, norms, symbols, beliefs, behaviors, and traditions that are taught to new members of an organization.  Organizational culture affects the way people within an organization interact with one another and the people they serve.

Culture is key in an organization for long-term success. It is the most important thing in an organization and it applies at all levels, from the top of the organization all the way down.  Rules, regulations, and operating standards are important, of course, because you have to have systems in place to guide activities. But culture is the factor that stands above all others.

There are many factors that go into building an organizational culture.  Each successful company has a different combination of factors that makes their culture successful.  Here are a few that I think are particularly important.

1. Traditions

Traditions help make a company what it is.  They tell the world who they are as an organization.  One way for an organization to maintain and develop its organizational culture and ethos is to introduce and celebrate a variety of traditions.  Disney in particular has been a master of this concept by training all new employees on the traditions of the organization.  Strong traditions that are applied throughout an organization are one of the best ways to maintain a healthy organizational culture.

2. Mission

A burning mission can give laser focus to an organization.  The mission statement needs to be short and memorable. Most importantly, it needs to be a rallying cry for people throughout the organization.  One thing I’ve learned in running a business for almost thirty years is that “ignorance on fire is better than knowledge on ice.”  Getting employees and clients excited about the mission is critical to organizational success.  If the average employee can’t recite your mission – it’s too long. 

3. Engagement

Collaboration encourages engagement.  Get all levels of an organization involved.  In BNI, the global referral network I founded almost 30 years ago, we have focused on getting a high level of engagement at all levels of the company.  This engagement includes a Franchise Advisory Board made up of key franchisees to address organizational challenges, a Founder’s Circle of stake holders to provide direct feedback to management about issues concerning the organization, a Board of Advisors made up exclusively of clients to ensure engagement regarding policies that effect the organization globally, an Executive Council made up of the largest seven master franchisees within the organization, as well as a number of other entities to help ensure full participation at all levels of the organization.  Engagement can be messy, but when done correctly, it encourages a collaborative culture.

4. Recognition

Many years ago, Ken Blanchard got it right in The One Minute Manager.  He said, “catch people doing something right” and recognize them publicly.  Praise in public and re-direct in private.  No truer words have ever been spoken when it comes to building a healthy organizational culture.   Recognize and celebrate successes.  As Blanchard says, if you can’t catch people doing something right – then catch them doing something ‘partially right’ and recognize that.

5. Education

Immerse and engage in a culture of learning.  The more a company can integrate ongoing learning into the organizational ethos, the more likely that company is to stay nimble and prepared for change.  Educating the organization regarding the culture of the company is particularly important to fuel and maintain a great culture.  A great strategy keeps you in the game, however, a great culture helps you win.  Especially important are the traditions and mission of the company. These things need to be part of the ongoing education of all new and existing employees.

Culture is a critical key to organizational success. It is one of the most important things in a company and it applies to all levels, from the top of the organization all the way down. The challenge with culture is that it is illusive.  The best and most scalable culture is one that is managed and maintained by the majority and not by a single policing body or by management alone.

Companies that dominate an industry for a long period of time do so because of a shared vision of organizational culture that is effectively implemented throughout the company.  That shared implementation of the vision is an important key to building a successful organizational culture.  If all the people in an organization row in the same direction in unison, that organization can dominate any industry, in any market, against any competition, at any time.

Implementing a strong organizational strategy can be difficult however, implementing a healthy organizational culture is rare and in my opinion when all is said and done; culture, eats strategy for breakfast any day.