Customers Have the Choice

During the last weeks, the need of masks to protect ourselves from Covid-19 has become immense. I needed to purchase some extra masks, and I did so from an e-shop of a manufacturing firm that favored high customer ratings. Just before completing my purchases, the website successfully proposed some nice looking pair of underwear; I liked them and added them to the basket. Being a man who appreciates experience, what I was experiencing so far in this digital shopping trip was seamless and up to my expectations. The following small twist in the final step before proceeding to check out, gave me an extra warm feeling just like a cherry on top of a cake.

The text next to a tick box read: No packaging: Choose not to include packaging for the underwear, so that packaging can be promptly recycled within our factory premises. Do it for a planet with less waste.

Screenshot from https://www.lord.gr/en/

Some may think that this a camouflaged initiative that aims to avoid packaging cost and to result to lower shipment costs (due to smaller packaging volume). Others would even disagree with the practice and argue that the unboxing experience would be non-existent resulting to a poorer product experience right at its start. I would agree with both statements but let’s take a moment to pause and think it over.

Ticking a box to opt in during an online shopping trip, is a small manifestation of freedom of choice. A person who likes unboxing would not opt in while an eco-sensitive person would. To me, giving the power of choice to the Customer is synonymous to a feel-good gesture for him. I would also add that freedom of choice represents something more important than power; it represents the right of the individual to be a free agent in his relationships with other humans in the society, to choose his own course of action in order to make the right decisions to the benefit of the society. Thinking it over, this does not feel like a cheap trick, but it feels more like a small example of empowerment for a greater, sustainable future.

Customers Have the Choice

On Successful brand extensions

-Are all cookies yummy?

-Hell yeah!!!

-…and who thinks cookies are healthy?

-…(hesitation)

Well I guess very few can answer positively to the last one. One of the most difficult challenges for the food industry is to change unhealthy product category perceptions. Most companies subtract the “guilty” ingredients from products and offer a “light” version of them. In this manner, no sugar / low fat / no palm oil / … products emerge. Thus, products are healthier… but they are also perceived as far less indulgent (since you take something out of them)! Companies face a difficult trade off, as fixing one problem creates another one.

Violanta Cereals as brand extension

Cookie manufacturer Violanta, took another direction and instead of subtracting ingredients, they added healthy ones (like oats for example), thus solving the riddle of manufacturing cookies that are perceived both tasty and healthy.

I believe the practice of adding wellness ingredients in order not to compromise taste, has been the spearhead for the success of Violanta cookies during the last few years. Their practices also included clear packaging, the right amount of emphasis on “Greekness”, serious sales development efforts and distinctive merchandising material… but this is another topic.

Concisely, Violanta nailed it with their product development…

When a success with a product comes, management thinks on the next steps… and when it comes to next steps, going after a brand extension is a reasonable option.

Companies often try to “milk” their hero brands creating other product categories that fall under the hero brand umbrella. All of us have personal experiences with brand extensions that are very often unsuccessful. The reason for this is that companies fail in creating new consumer benefits. In such cases, where the new products do not bring enough meaningful value to the consumer, brand extensions feel more like brand stretches.

-How do breakfast cereals taste?

-Usually not great… but if my cereals taste like yummy healthy cookies then they must be tasting great too.

Violanta recently launched a line of breakfast series taking advantage of the strong equity built in their healthy and great tasting cookies. Their breakfast cereals brand extension, does bring a significant value (that of indulgence) in a category which is already established as “good for you” in the consumers’ minds. All cereals are healthy, but not all taste great. Violanta borrow one category’s values to the other, reap the benefits of the halo effect between the two categories, and are ready to cash out while competing in the tough breakfast cereals category.

On Successful brand extensions

Showing you Care, is the Best Customer Care

There are several commercial stores located on a central street of my neighborhood. On the side of the street where stores windows face southeast, the sun during the summer morning hours is definitely strong and it happens to be no shade whatsoever. A store bathed in light is fantastic… unless you are a poor customer waiting in queue outside of it due to Covid19 precautionary measures.

It was very disappointing to realize that the branches of two banks left their customers waiting in queue under the burning sun. On the other hand, I felt relief when I noticed that the retail store of Vodafone had already set up two large umbrellas outside the store, so that their customers can avoid unnecessary tanning…

Why did the British telecommunications company place the umbrellas, when the banks failed to do so? Is it because of their prior experience with F1 Grid Girls holding umbrellas, or is it because they came up with self-defense umbrellas in India?

I’m just joking… I guess the answer lies somewhere between the three points below:

  1. They have a customer-centric approach, whereas the banks have a process-centric approach
  2. The store manager is empowered to take initiative and the Company is built in such a way where initiatives can be realized in a timely manner
  3. They quickly seize an opportunity, as they understand that a pair of red umbrellas can very well serve as extra branding on a high traffic street

There are many exotic tools for going the extra mile for your Customer… However, you do not necessarily need AI, personalization, Computer Vision and emotion analytics for providing excellent Customer Care…

Demonstrating you care, can prove to be the best Customer Care.

Showing you Care, is the Best Customer Care

Towards a more sustainable and affordable future

Every time I unwrap a luxury item (actually not very often) the amount of packaging waste really blows my mind. The higher the price/volume ratio for a product, the more the packaging waste…

Speaking of this, while shopping in a personal care and beauty shop, I noticed the below “fountain” device from Mugler Fragrances where customers can refill their favorite perfume. It immediately stroke my sensitive ecology chord…

Photo: Mugler Source

A bit of background to the story… as I later read, Mugler perfumes Angel and Alien have been around for quite some time, with Angel launching back in 1992 (yes that is prior to the millennium!!!). It is considered an iconic fragrance as at it was the first “gourmand” fragrance (= a perfume consisting primarily of synthetic edible/gourmand notes, such as honey, chocolate etc.) that shocked the perfume industry with this innovation. Current annual sales estimates of Angel along with its companion scent Alien account for approximately €250 million!

I asked the salesperson about the price difference between purchasing a 50ml bottle or refilling one. The answer came as a surprise to me. Purchasing a bottle would cost ~€73 while refilling one would cost ~€39 (both options were on discount at that moment). This is a great deal of saving for either a loyal customer or a younger, cost conscious person who is relative new to the franchise.

Could it be that solutions like the above, hit two birds with one stone? On one hand with such small actions, Mugler Fragrances show that they care about the environment and on the other hand, that they provide to their customers a more cost efficient way to enjoy the brand (and finally stay in the Mugler franchise).

On a closing note, one thing is certain to me… it takes more than offering a great, even breakthrough at a time, perfume to stay relevant for 28 consecutive years.

Towards a more sustainable and affordable future

Product Experience in a NON Digital World

Much ink has been spilled over the term product experience when it comes to apps, high tech gadgets, mobile phones or automobiles. Marketers and product managers try to create this extra value of a product or service in order to shift positively customer perceptions as they use the products in order to get ahead of the competition. Customization, personalization, intuitive user interface, human centric design, usability etc. are coming first in mind to the makers of services and high-end products. But what does it take to create a unique product experience when it comes to a relatively simple category like ice-cream?

Nestle Pirulo Jungly – engaging product experience

Well Nestle with Pirulo Jungly had a blast on me, when I watched my son literally peeling a banana shaped ice-cream in the same way he would have done with an actual banana. An amazing sensory design hack, which made the product experience unique for a young kid. It’s easy to debate for hours on worth mentioning examples of successful product experiences in complicated products or services, but having such unique product experiences in the ice-cream product category is pure genius.

Any other example of a unique product experience when you least expect it?

Product Experience in a NON Digital World

On Naming Your (Soap) Product

Nowadays, following the outbreak of the Covid-19 virus, we wash our hands several times a day. Since I was looking for a milder alternative for washing my hands, I drew some Marseilles soap bars from the cupboard, which I had purchased from France some time ago.

Marseilles_Soap_Bars

While smelling their scent for picking one of them, I noticed that the names were not descriptive but rather conceptual: Je t’aime, Masculine, Nuit d’Orient.

Amidst negative news on the virus, even while just reading the soap names, I experienced for an instance a warm feeling. I believe it is a great idea, to tie your product name with the feeling you want people to have when using it. Product names should indeed create positive associations and evoke an emotion. Naming your product in the right way, can build a story that affects how customers perceive the value of it.

Stay home, stay safe, stay calm and wash your hands.

On Naming Your (Soap) Product

Assuming the responsibility to tell your story

The most luxurious shopping mall in Athens is probably the Golden Hall. Most of the tenants are shops on the higher end, which offer their premium merchandise in there. In general, for a brand to sell something on a premium (ie. to “decommoditize” it) the marketers usually tell a unique story about the product/brand, so to generate demand for the item and justify the price premium.

utopia

Continue reading “Assuming the responsibility to tell your story”

Assuming the responsibility to tell your story

Vans – Staying consistent and true pays off

On Tuesdays, I walk after work to my Tai Chi class at Psyrri neighborhood in Athens. As I walk through some of the oldest neighborhoods in the Greek capital, I wind down and get myself mentally ready for the class. During a walk few days ago, I noticed something different adjacent to BIOS bar located at Piraeos street that had not been around previously. There were some people chilling on the pedestrian street, who seemingly belonged to the same “tribe”. I quickly figured out they were all somehow related to skateboarding. The rather “rough” signage outside BIOS signaled that this is an event by the Vans brand. For those who are not familiar, Vans is a manufacturer of skateboarding shoes and related apparel, based in California.

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Vans – Staying consistent and true pays off

Marketlikes – L’édition parisienne

Paris, France. The city of love, the city of lights, the city of fashion. Whatever you call it… you are probably right. Paris est magnifique!

However, very few talk about the retail in Paris. By retail, I do not necessarily mean the top notch Champs-Élysées fashion windows, but rather the great merchandising and retail practices you meet in many shops in the French capital. If you work in retail, you would better take a closer look at Paris, since things there are getting vibrant.

Continue reading “Marketlikes – L’édition parisienne”

Marketlikes – L’édition parisienne

Tell me what do you see when you look at me

My wife recently bought a case for her new mobile phone. It is a relatively inexpensive, minimal, black plastic mobile phone case. As I was ready to dispose the case’s packaging and since I am obsessed with recycling, I went through the small letters on the packaging to make sure that the case was ok to recycle. We have seen a lot of initiative on minimizing packaging footprint, either by light-weighting packaging, by indicating with clear recyclable signs or even by using compostable containers.

mobile_case

Continue reading “Tell me what do you see when you look at me”

Tell me what do you see when you look at me