Sunday, December 20, 2009

SnapFish Deserves a Holiday Nod.

Good consumer experience: @Snapfish sent a preemptive apology email.  50 free prints because there MAY be a weather delay shipping my order (that I placed today).  That Rocks.  I had a great idea today for photo gifts.  I choose Snapfish because they had the photo book product that fit my need, and I’m a loyal HP customer and somehow that made me trust them with these family images. 

What a nice surprise.  Given that we have yet to print the perfect family shot for our yet-to-be-sent Christmas cards, we will take them up on that offer. 

Posted via email from ConsumerX: cXChuck's Stuff

Friday, December 18, 2009

Pixar's Lasseter Makes His Presence Felt in the Disney Toy Aisles

I love John Lasseter.  Not only does he have the coolest job ever on the planet ever, but he has always understood the people he is entertaining.  He, and Pixar, are stand-out examples of consumer-centricity best practices.

This piece in the  LATimes http://bit.ly/6ohRus offers a view into his thinking about merchandise and product development.  His understanding and respect for kids is paramount to making the products compelling to play with, but also his insistence that all the characters are given their due.

Whether he calls it Design Strategy or not, he surely understands the rational and emotional drivers of a brand and how they should be translated into the rules and tools designers, manufacturers and marketers need to use.  Be sure to read about the use of light green in the development of the new Princess Tiana products associated with Disney’s new “The Princess and the Frog”—spot on and defendable.

This, of course, is informed by his inherent understanding of storytelling and the connections made with audience and consumers.  When Bug’s Life came out, our daughter was very young.  Over time we collected plush doll of all the characters.  Some were easier to find than others, but they were out there and that complete collections is somehow satisfying to us and our daughter.  You see, people define a brand and the brand needs to give them the opportunity and voice to do so.

That’s the reason Toy Story is still relevant and will continue to be.

Posted via email from ConsumerX: cXChuck's Stuff

Thursday, December 10, 2009

How to Design the Perfect Shopping App

To answer my own question:
KNOW THE CUSTOMER.  IDEALIZE THE EXPERIENCE.


RetailWire posed the question: Which apps or other tools make the most sense for retailers to incorporate with mobile phones? 
You can see the base article and the BrainTrust discussion here: http://bit.ly/8TivDA >

In the opening piece, the author notes that  a "number of consumer packaged goods brands have introduced iPhone apps that give consumers direct access to the brand and include recipe ideas, nutrition info and special offers. But the reality is, shoppers are not going to download all the brand applications that come down the pike. More realistic is an application offered by a retailer, store-branded and shopper-focused, that enhances the entire shopping experience, starting from home and the creation of the shopping list.

"The greater challenge in using technology as a practical tool is ensuring the accuracy of the data and the ongoing relevance of the offering. Novelty will drive trial for many, but continuing value is the only way to keep people using the service or application."

I couldn't agree more.  Most of the apps we're seeing are technology driven--use gps to find Crest White Strips; take a picture of a product and get more info--not human behavior driven.  Cool once or twice, but will I do that with every purchase?  Who has that much time in the grocery?  (Or even Best Buy?  I'd rather play with the stuff and not the phone I already have.)

At ConsumerX, we start with the idealized experience.  In this case, which essentially is a grocery occasion, our intrepid customer is shopping with a list.  She is balancing influential messages received through various sources--broadcast, print, the weekly circular, friends ideas and recommendations--with the emotional drivers of doing what's right for her family and her self.

The potential for mobile in the shopping experience lies in understanding her and what drives her behavior. Odds are, she has spent a good deal of time reconciling all the offers and clipping paper coupons.  How will, at a minimum, mobile mimic that (so she can easily migrate her behavior to a new construct)and more importantly, how will mobile make it better in ways she cannot imagine?

The article puts the opportunity at the feet of retail store and I think this is spot on right.  Retailers know more about us than we do (or perhaps they realize) or any single brand can.  We know that and the average consumer knows that.  As a matter of fact, the average consumer, would LOVE it if we used all this information to make her life, not just easier, but cooler, nicer, better.

Combine the insights gleaned from thoughtful, attentive qualitative research, with the broad and deep data from loyalty programs and point-of-sale data and work with consumer packaged goods brands on her behalf.

Jack Dorsey, the co-founder of Twitter has launched Square, a company that uses the iPhone as a cash register (that cannot take cash).  This is great--for small retailers, iPhone enthusiasts and, well, Jack Dorsey.

Where's the app for the customers that will let them design their own shopping experience?  Hell, just keeping track of hundreds of coupons is a cottage industry.

So, come on retailers, let me access the information you and the brands have about me and what you're willing to offer and I'll try new stuff, buy more from you and keep coming back.

Friday, December 4, 2009

It's the EXPERIENCE stupid.

Ok, this may be a stretch, and I’m totally showing my inner geek with these two links, but they blew me away. 

For my Friday Diversion this week, I thought, about the compelling experience.  Whether it is a five minute short that looks really cool (depending on your perspective of course) or the answer to a question you’ve had floating in the back of your mind (Why can’t my digital experience be as cool as what I see in the movies?  I mean, who wouldn’t want to take a bunch of pictures of Philip Seymour Hoffman and instantly make a perfect mask of his face?)

The basis of any experience is storytelling.  Crafting the experience--guiding your audience through the story—can be a complex exercise.  Just imagine all the talent went into the production of the work at these links.  We can dissect that next week, but for now, enjoy a few minutes of really cool stuff.

Enjoy.

Friday Diversion: Ridiculous User Interfaces In Film, and the Man Who Designs Them - Fake user interfaces - Gizmodo http://bit.ly/7obvJi

Friday Diversion 2: Ataque de Pánico! Awesome effects laden robot attach short film.  Worth five minutes.  http://bit.ly/54IThe

Thanks to Dave Culbertson  @daveculbertson for posting this .  The  links to which I picked up from his Twitter feed displayed on @HuberandCo ‘s Web site http://www.huberandco.com/.>

Posted via email from ConsumerX: cXChuck's Stuff

Thursday, December 3, 2009

Paper Tools: All 25% Off! Great Journals, Sketchbooks, Notebooks

Take a look at my retail store over at http://www.amadonweb.com/anvil.html.  We’re featuring our line of Wire-O bound notebooks/sketchbooks.  All are on sale.

Laura Bauer 2008

These beautiful notebooks and journals have been among our best sellers for years. Bold graphics paired with heavy stock paper and thoughtful details--the Wire-O bind is big enough to hold a Sharpie and the faint dots on each page lets you make each page lines or grid, your choice--make them a great place to archive your greatest sketches and thoughts.

Our customers buy them in bulk and keep them forever. Here's what they are saying:

"Size is right, plus there’s the place to stick the pen so it comes along with the pad. Two positives. The light dots on the paper is an interesting effect. One could easily draw out a sketchy design of a space, or connect the dots horizontally in one’s mind to write with. While not necessarily the same as lined paper, definitely an intriguing angle here." --Donald

"I LOVE this notebook: unlined is the best, good quality spiral binding so you can lay the thing flat open or 1-sided, subtle little gridded dots so my sketchy scribbles don’t meander more than I want, but unlined so I can draw amongst my writing." --Alice

In size, quality, hard front and back covers and heavy-weight pages, the Anvil notebooks will remind you of those formerly produced by Oh Boy Artifacts. In fact, we found out Anvil uses the same production factory that Oh Boy used. But, these are no knock-offs, they are wonderful in their own right and are sure to become your new favorites.

Available in eight patterns: Monkeys, Geisha, Sputnik, Butterfly, Green Asia, Octopi, Love Hurts and Plum Pretty.

7" by 9.5", 96 pages


Posted via email from ConsumerX: cXChuck's Stuff

Wednesday, December 2, 2009

Just Discovered: Later...with Jools Holland

We just discovered Later…with Jools Holland on @OvationTV.  Presented by co-founder of Squeeze, the show presents and incredible line up of eclectic pop music. Every night at 7pm eastern, Ovation reruns the show originally broadcast on BBC2.    Tonight’s show was Estelle, Green Day and an interview with the Clash on the reissue of London Calling among others (US broadcasts are cut down to accommodate commercials).  Go here to see the incredible line ups: http://www.bbc.co.uk/later/ and here to see Ovation’s schedule http://www.ovationtv.com/programs/jools/.

It’s like the western pop version of @KEXP.

#END

Twitter? Flickr? flickr@posterous.com Facebook? facebook@posterous.com

Posted via email from ConsumerX: cXChuck's Stuff

Untitled

We just discovered Later…with Jools Holland on @OvationTV.  Presented by co-founder of Squeeze, the show presents and incredible line up of eclectic pop music. Every night at 7pm eastern, Ovation reruns the show originally broadcast on BBC2.    Tonight’s show was Estelle, Green Day and an interview with the Clash on the reissue of London Calling among others (US broadcasts are cut down to accommodate commercials).  Go here to see the incredible line ups: http://www.bbc.co.uk/later/ and here to see Ovation’s schedule http://www.ovationtv.com/programs/jools/.

It’s like the western pop version of @KEXP.

#END

Twitter? Flickr? flickr@posterous.com Facebook? facebook@posterous.com

Posted via email from ConsumerX: cXChuck's Stuff

Tuesday, December 1, 2009

Mobile Merchant: SquareUp

Not sure what to write about this yet, but you'll want to see this. SquareUp  http://squareup.com @Jack Dorsey's new company. He’s one of the founders of Twitter .

GAME CHANGER

Posted via email from ConsumerX: cXChuck's Stuff

Thursday, November 26, 2009

Macy's Day Parade Pt. 2

I’ve always loved that “Macy’s Day” is a short way of referring to Thanksgiving Day.  It’s even a Greenday song http://www.greenday.com/site/music.php.  

The parade that started as a promotion to announce the opening of the Macy’s Herald Square store in 1924 has become a cultural icon and a part of families’ holiday traditions. (See the Wikipedia link below.)   Started in the day when department stores put on spectacular events to draw customers, the parade is best-known of several spectaculars the store produces.  In San Francisco, where I did my training, the annual flower show http://www.macys.com/campaign/flowershow/index.jsp transformed the Union Square store into a wonderland.

Now that Macy’s is a national chain, and working on localizing their brand, (the pictures here are of is this year’s decorations at their Chicago flagship—always known as Marshall Field’s) the annual Thanksgiving parade becomes even more important component of their identity.  Say what you will about their day-to-day operations (last time I was in the Easton store here in Columbus, it was a mess) but you cannot deny that Macy’s is part of our culture that transcends mere retail. 

Or is it that retail is part of our culture that we cannot deny?  Hmm.

Happy Thanksgiving to all. 

See you at the store on Friday!

Here’s the bit from Wikipedia:

In the 1920s many of Macy's department store employees were first-generation immigrants. Proud of their new American heritage, they wanted to celebrate the United States holiday of Thanksgiving with the type of festival their parents had loved in Europe.[citation needed]

In 1924, the inaugural parade (originally known as the Macy's Christmas Parade[2]) was staged by the store. Employees and professional entertainers marched from 145th Street in Harlem to Macy's flagship store on 34th Street dressed in vibrant costumes.[3] There were floats, professional bands and live animals borrowed from the Central Park Zoo.[4] At the end of that first parade, as has been the case with every parade since, Santa Claus was welcomed into Herald Square. At this first parade, however, the Jolly Old Elf was enthroned on the Macy's balcony at the 34th Street store entrance, where he was then "crowned" "King of the Kiddies."[5] With an audience of over a quarter of a million people,[citation needed] the parade was such a success that Macy's declared it would become an annual event. http://en.wikipedia.org/wiki/Macy%27s_Thanksgiving_Day_Parade

The spectacular Tiffany Dome ready for Holidays 2009.

The Tiffany Dome atrium from above.  Remember this is only a quarter of the infamous Marshall Field’s State Street store in Chicago.

View of Macy’s State Street Holiday 2009 display, with the iconic Marshall Field’s Clock on the corner.

I had to include this one.  My wife and I met while we were both working at Marshall Field’s in Columbus and we traveled to the State Street store to register for our wedding gifts (we made it to Crate & Barrel to register that weekend, too). 

Posted via email from ConsumerX: cXChuck's Stuff

Macy's Day Parade Pt. 1

At our house, Thanksgiving morning is all about the four of us hanging out together, having a special (light) breakfast--this year, savory and sweet tarts made with surplus pie crust (thank you, my sweet wife)--and watching the parade. Then it's all about traveling to both our families' gatherings. Today I am thankful for our familes. Big and small. Happy Thanksgiving to all. Sent from my Verizon Wireless BlackBerry

Posted via email from ConsumerX: cXChuck's Stuff