Sherie Griffiths

March 10, 2010

M&S Speak Volumes About Their Brand

I bought my very first interview suit at Marks and Spencer, back in 1986, when I was eighteen.  It was a grey pin-stripe – very conservative – and a long way from anything you’re likely to see me in these days!  I can’t remember when I last shopped there, but I’m obviously still on their customer database, because I recently received the latest of their regular audio updates –which also means that somewhere along the line, they’ve logged the fact that I have a visual impairment.  All good marketing and customer service practice.

There’s only one small issue: these communications come on cassette.  Now, I may have missed something, but I thought the company had put in a lot of work over the last few years, to modernise its brand.  I thought they were trying to get away from the image of staid ladies whose sense of style began and ended with ‘sensible’ knickers.  Recent ad campaigns seem to be trying to target women across a wide age range who care about fashion and for whom maturity means more style, not less.  They want me, as a potential customer, to believe that like me, Marks has moved with the times – and yet they communicate with me in an outmoded format, which most people I know couldn’t even play.  Do you still own a cassette player?  I do – but then, as a media junky, I’ve got almost every option you can think of for playing the stuff.  That said, I never listen to these tapes.  If they came as mp3s, I probably would, but the cassettes just get recycled.

I don’t know how many customers the tapes go out to and how many of those still have the means to play them.  What I do know is that Marks’ target audience is also the sector of the market where mp3 player ownership is growing.  I can’t help feeling that either sweeping assumptions have been made about the audience, or (worse) they’ve gone on doing what they’ve done for years and haven’t included this in their modernising strategies.  Either way, it sends me the wrong messages:

1 – M&S isn’t really moving with the times, and/or

2 – they don’t know the sector of their market to which I belong.  They don’t talk to me in my language – or even ask me what that language is.  They talk at me in a way they think I want, or should want, so I don’t feel inclined to listen to what they have to say.

Marks’ customers with visual impairments will be a small percentage of their total customer base, of course.  So you might think this is a very small issue; but there are wider implications.  As we all know in business, if we do one thing which is inconsistent with our core message, at best it doesn’t reinforce what we really want to say and at worst, it undermines it.

 

In case you’re wondering, no, I’m not just going to sit here complaining.  I intend to make contact with the relevant people within the organisation to chat through their options with them.  I’ll let you know how I get on.

March 9, 2010

“Born Survivors”?

“On Sound Foundations” – Uncorrected Extract: “Part One – From Casual Links To Permanent Connections: “Chapter 1 – How Did I Get Here?

“That was the question I kept asking myself through the Spring of 2009.  I was busy preparing my presentation for the launch of my new company, Savvy Business.  I knew the story backwards, of course, so that was no problem.  The only thing I couldn’t decide was – where did it start? 

 “Well, officially, it was in July 2008 when we launched the first version of savvybc.com; but, really, it was when I first had the idea in April 2007 – although, no, actually it was when I made my very first legal podcast in August ’06 … or was it 2005, when I first found out what a podcast was …?

 “I finally decided to pick up the story in 2006, although in fact its roots go back much, much further – all the way back to a pushchair in 1969 – and beyond.”

 I wrestled with a similar issue when it came to the starting point for the book.  In the end, I went way beyond that pushchair, to 1939, when Mum became an evacuee and Dad a POW. 

 Why?  Because my parents perfectly illustrate one of the main themes which runs through the book, my speaking engagements and life in general – the choice between being a survivor or a victim.  Yes, I did say ‘choice’.  We talk about someone being a “born survivor” don’t we, but are they?  Are survivors, or victims come to that, born or made?  Wearing my ex-noncommittal-lawyer’s hat, maybe I should say I don’t know – it’s probably a bit of both; but actually, my own experience has shown me we often have more choice in the matter than we know and sometimes become ‘victims’ simply because we don’t know all our options.  I used to see myself as a victim – someone to whom life happened; someone stuck in the backseat on her own journey, while other people drove.  These days, I do my best to happen to life – and I’m definitely behind the wheel!  The change was my choice and one I’m so glad I made.  It led directly to that “EUREKA!” moment  at 5.00am on 6th November ’09, to the book and everything which looks set to follow.

March 2, 2010

“On Sound Foundations” – The Story Of A Book

Just before Christmas, a colleague said to me, “I bet you’ll be glad to see the back of this year, won’t you?” I knew what she meant – 2009 had been tough for most of us in business and I’d had some major personal challenges thrown in. Yet I hesitated over my answer. Yes, there were moments I’d rather not remember and definitely wouldn’t want to relive, but for all that, it had been an incredibly productive year for me. I’m not talking financially, but in terms of focus. In August, in the middle of a family issue which very nearly led me to throw in the towel in business, I finally broke down a personal barrier which had held me back in every area of my life – very liberating! Then in November, sixteen months on from opening and six months after the official launch, I finally worked out what my business was all about. “Wasn’t that a bit late?” I hear you ask – and you’ve got a point. Better late than never though!

At 5.00am on 6th November 2009, after yet another sleepless night, wondering why I seemed to be working my socks – and various bits of my anatomy – off just to stand still, I stood in my kitchen, coffee pot in hand and it hit me – no, not the coffee pot – the revelation! THE ANSWER! “EUREKA!” The lights went on and I saw it all – where I’d been going wrong, how to put it right – and more!

“So that’s my core skill! I thought, amazed – “I know how sound works!” Here I was, more than a year and a half after my decision to make the leap – and leap it certainly was – from law into business podcasting, finally realising that I know how sound works. Yes, I am a bit slow – especially at five in the morning!

The truth is, I knew how sound worked, how people used it and what it could do if they used it properly long before that moment – I just didn’t know that I knew. As I poured that much needed first cup of coffee, pieces of a jigsaw which had been floating around my head for nearly two years, never quite forming a picture, suddenly clicked into place and I saw the image clearly – the image of my business, how it came to be and where it could go. I spent the next several weeks redesigning services to fit that picture.

Before 6th November, the most positive response I had to my marketing efforts tended to be, “I’m really interested in what you do, but I don’t get it.” Now it’s, “I’m really interested in what you do – when can we talk?” Like most of the changes I made to our offering, it’s a small shift on the face of it – with a huge impact.

Nineteen years ago, someone said, “You should write a book” – but I was only twenty-three then and probably knew even less about life than I did about writing. So although I gave it a go, it didn’t happen. In November last year, I was planning a series of books about starting and running a business; but after that 5.00am “EUREKA!” moment, they were pushed aside by something else which insisted on being written “NOW!!!” From a pure business perspective, the timing was all wrong. I should have waited until we were truly out of recession, until the company was more established. In fact, I probably should have waited until I retired, but this book would brook no argument – the words fell out faster than I could type! The baby was coming, whether I or anyone around me liked it or not!

It started life as a practical guide to business podcasting, against a background of my experience as a lifelong media junky and obsessive communicator; but it evolved into the story of my forty-year apprenticeship in sound – the foundations on which my company and everything we now do is built. It also tells the very personal story of my development of the “womble” principle – of which, more later.

I finished the book last Thursday evening. Over the next couple of months, as I prepare for publication, I’m going to tell you a bit about how it came together and some of the things I learnt from writing it – because I did learn. Two people, both dear friends and close colleagues, have been slightly less than fulsome in their support for the project. I think that’s mainly because they’re applying cost/benefit analysis principles, looking at the amount of time this kind of undertaking demands, against the likely financial return. On that basis, I’ve just “wasted” three and a half months of evenings and weekends – but I know I haven’t. Even if no-one else ever reads the finished product, it was worth writing because it helped me work out what I’m about, how I got here and where I’m going.

February 9, 2010

What’s The Link Between Teddy-bears And Podcasts?

I didn’t think there was one – until today.

I spent yesterday afternoon writing the outlines for two presentations. On the face of it, they couldn’t be more different.

The first was:-

“Who Is Fred? – and why did twenty-six seven-year-olds make friends with him?”, which I delivered this morning, at 4Networking in Ware. It was all about the children’s book, featuring a bear, which I produced with the Year 2 kids at the school where I’m a governor and the charity I one day hope to launch, to help disadvantaged kids discover and develop their potential through creativity.

The second was:-

“Whatcasting? – an introduction to using audio as an effective communication tool”, for the Business Café in Colchester, on 1st April … hmm .. I am slightly nervous about the date …

So what do they have in common? In one word, innovation and in another, potential.

The book developed in part from the need to find innovative ways of encouraging the kids (particularly the boys) to write. Several were from homes where reading and writing didn’t feature very much, so to them it wasn’t “cool”. One of the things we aimed to achieve – and I think we did achieve –by getting them involved in the book was to make it “cool” first to put their ideas into words and then to put them down on paper. Sometimes that began with a picture, progressed to a caption and eventually evolved into full sentences. Then at other times, they went straight for the pen – unleashing potential neither they nor their teachers knew they had.

My first foray into podcasting was in an effort to talk en mass to the clients and prospective clients of the law practice which I was running at the time, about legal issues. If they were aware and planned ahead, I knew they could save themselves time, money and aggravation. My challenge was how to communicate that. The people I wanted to talk to were busy. Their time was at least as precious as their cash – because it was in equally short supply! They were already bombarded with information leaflets etc – and if they’d been given one with “law” visible anywhere on the front, they would probably have switched off. Audio allowed me to talk to them directly, rather than at them, while they were doing other things.

So in both cases, a bit of lateral thinking about communication helped get a difficult and sometimes unpopular message across in a way the target audience actually seemed to enjoy! Well, they kept coming back for more, anyway.

In my experience, one of the biggest challenges we all face in business is around getting the right message to the right people at the right time – and, all-importantly, in the right language. The right people, of course, are the ones we want to talk to; the right message is the one we want them to hear; the right time is when they want to hear it; and the right language is theirs. That is, as I say, my experience – but what do you think?

November 12, 2009

Our Next Event – A Taster of Things To come …

From: SherieSavvy Business

Our next event – “Untangling The Web – How To Get The Best Out Of Your Web Developers”, co-hosted by Royston Simpson Creative – is now less than two weeks away!

If you’re expecting a twenty/thirty-minute presentation full of worthy advice and/or “techie” webspeak, think again! None of us could manage worthy at that time in the evening, after a long day at work – and the only reason a few “techie” sentences will be allowed is so that we can lampoon them! Adam at Royston Simpson has put together a little video which will set the tone on the night. You can watch it here:

At the event, the video will kick off a discussion about how not to be the client – or web designer – from hell and how to produce the best possible site, without driving your designer, or client, to distraction … or should that be destruction …?

To book your place: Click HERE>>
or you can email us HERE>>>
or call us on: 0844 371 2941

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