Archive for April, 2009

Advertising is failure

Thursday, April 2nd, 2009

Steve Rubel sent me some questions for his AdAge column and I sent him some answers. A snippet:

Mr. Rubel: Are customer service and peer-to-peer advocacy the new advertising? And if so, how does that change the ad industry?

Mr. Jarvis: Advertising is failure.

If you have a great product or service customers sell for you and a great relationship with those customers, you don’t need to advertise.

OK, that’s going too far. There is still a need to advertise — because customers don’t know about your product or a change in it or because, in the case of Apple, you want to add a gloss to the product and its customers. But in the book, I suggest that marketers should imagine stopping all advertising and then ask where they would spend their first dollar.

In an age when competition and pricing are opened up online and when your product is your ad, you need to spend your first dollar on the quality of your product or service. If you’re Zappos, you spend the next dollar on customer service and call that marketing. If the next dollar goes to advertising, there has to be a reason — and if the product is good enough, that reason may fade away. . . .

Mr. Rubel: If Google were a Super Bowl ad, what would it look like?

Mr. Jarvis: It wouldn’t. Google does not treat us as a mass. And it has better ways to spend its money.

Googley fashion

Thursday, April 2nd, 2009

I just got email from Sarah Van Aken, who runs a clothing company in Philadelphia, telling me about her attempts to adjust to the new reality of the What Would Google Do? age. I found it fascinating, so I thought I’d just share it:

* * *

I just finished reading your book and I wanted to thank you for writing it! It validated a new direction I am taking with my company. I own a semi-vertical private label apparel company based in Philadelphia. I have three clothing brands I have been manufacturing for in a proprietary garment factory in Bangladesh. As I began planning the expansion of my 3rd brand SA VA I struggled with its purpose and direction and knew that it wasn’t just about making clothes for me. As we started rebranding the economic crisis hit and without a doubt I knew things in the apparel business would never be the same again.

Since that time I have made some great steps including moving my manufacturing here to Philadelphia with help from the City to create living wage jobs, partnering with the People’s Emergency Center (PEC-cares.org) in various ways (volunteerism, mentoring, food drives) and making my clothing line about the people who wear it, not about a designer.

In doing so I have decided to simultaneously launch an interactive shopping site where along with purchasing our clothes, customers can send us drawings, tear sheets and ideas of what they are looking for and can’t find (because of my manufacturing control I can turn around goods in 6-10 weeks from concept), show us how they wore garments they purchased from us, access volunteer opportunities (without a huge ongoing commitment) at PEC and more. We hope to create not just a place where people can buy clothes that are local-made, fair-trade, made in the US, often organic or recycled (and every garment in the store has a paper tag with a check list of all of these things that apply) but they can interact and connect with their community and give back. Our design studio is right inside the store. We are doing video blog profiles of our employees (everyone from janitor to designer to production staff) that will be shown on the website and in the store. As we grow, this Philadelphia garment facility will supply regional stores but as we move across the country there will be garment center for each region creating the same kind of community experience and job creation in the area where we sell our clothes.

So, my point being that from your book it reinforced and grew the ideas that I had about what I wanted to make my business look like and the direction I was taking. We launch the store and webstore in late August. In the meantime – I started blogging too!!!! Shop.savafashion.com/wordpress

Help your customers sell

Thursday, April 2nd, 2009

I’ve long been wanting to see someone in the local news business — newspaper or newcomer — experiment with citizen sales (the revenue equivalent of citizen journalism). This, I believe, is one way to make hyperlocal sales scale, better than a sales staff at reaching more small businesses, more direct, personal, and helpful than telemarketing. The sales people could be bloggers who sell into their own blogs and into a network but they could also be people who just sell. I won’t know whether it will work until some folks try.

Now Trendwatching.com takes the notion farther, suggesting that especially in this economic meltdown — when more and more people are going to lose jobs and many of them will never go back to a company and will work independently — companies should not just sell to their customers but should help their customers sell to each other. It’s an extension of the idea in What Would Google Do? of following Google example by creating platforms for others to succeed. “Sellsumers,” is their title – they love to give trends cute titles and taglines: “Selling is the new saving.”

Newspapers used to let kids sell papers. Now they should let readers sells ads.

They should enable readers to sell content (rather than assigning a staff photographer to shoot that dull business-story picture, why not put the job out to bid to the community: the best photographer for the best price gets the gig).

They should also create platforms to enable readers to sell services to each other: cleaning, babysitting, tax prep, whatever. We’ve seen lots of no-cigar services that want us to rate local services. How much better it would be to create a platform for advertising, bidding, and payment; she who gets the most business is the best.

Etsy has space and equipment to help craftsmen make their goods and other businesses are popping up to do the same thing.

I think they could follow Michael Rosenblum’s example and train people, in media or in any skill.

Trendwatching suggests helping people rent out parking spaces or storage in their homes.

Meetup provides a platform for people to organize events and clubs and even make some money at it.

And the list goes on. If a local organization thinks of the ways it can help organize the lives and commerce as well as the information of a community, of ways to act as a platform and enable members of the community to succeed, it can benefit in ways other than just trying to extract value from them. Create value. Enable value and see what happens.

At the United States of Google Friday

Thursday, April 2nd, 2009

Reminder: I’ll be speaking in a Q&A about What Would Google Do? at Google’s offices in Washington at 10a Friday. I believe there’s still room.

I need assistance

Wednesday, April 1st, 2009

I’ve been having a bad time scheduling myself – never having been terribly organized anyway – and this morning it culminated in the worst mistake: I had the wrong time for a radio interview in my calendar and missed it. I apologize again to Bill Lusby at WNAV Radio in Baltimore. I’m an idiot.

I need assistance. Of course, I don’t need nor could I possibly afford a full-time person. But I would kill for some outsourced assistance. Do you have any ideas? Anything that has worked for you? Have any of you tried to services in India? How do you share your calendars? I need the help but, naturally, I’m too busy to figure out how to get it. Suggestions, please.

You can’t take the old model with you

Wednesday, April 1st, 2009

The Christian Science Monitor’s John Yemma has a wonderful post seeing the demise of Encarta as a cautionary tale – well, it’s too late for caution; a lesson – for newspapers.

That lesson is that general knowledge, whether under the brand name of a giant like Britannica or Microsoft, can’t withstand an effort that was developed specifically for the Internet and that harnesses gifted amateurs.

If all the big newspapers at once adopted a pay model, some upstart would come along and use a small group of journalists and a larger group of Wikipedia-like amateurs to build a multimedia newspaper. Like Wikipedia, it would be the butt of countless jokes about unreliability.

Maybe it would even report on its own unreliability.

But it would grow stronger because it would be organically constituted on the World Wide Web. That’s the power of open-source knowledge. And that’s the challenge the news media face as they dive into the Internet:

You can’t take the old model with you. You can take your organization’s values with you. But you can’t take its work habits, as we are learning this week in our first week of Web-first Monitor.

The Web is its own universe with its own rules.