Archive for March, 2009

That Personal Touch(point)

Wednesday, March 25th, 2009
Are your touchpoints this good?

Are your touchpoints this good?

Want to learn something valuable about your business? Make a list of your touchpoints.

Your touchpoints are all the places that a customer or potential customer has some interaction with either your business or something that conveys information about your business. Your website is an obvious one. Your retail space is another.

But the most important touchpoint is YOU.

Starbucks (though they’re having a tough time right now) is a company that has mastered ‘touchpoint branding’. The store space is inviting, the coffee is held to an extremely high standard of freshness and flavor, and every employee is trained to greet you with a smile, serve you exactly what you want, and send you on to the rest of your day with a sincere “thank you”. Every touchpoint they have with you is meant to bring you further into the Starbucks community.

You probably don’t need to go as far as Starbucks does, but it does raise a good question: How well are you managing your business’ touchpoints?

Wake Up Your Words

Tuesday, March 17th, 2009

When I was working on my writing degree in college, I got a lot of good advice.

One professor was especially concerned about avoiding what he called “tired” words and phrases – ones that we use all the time to describe things. For example, we might say someone has a “broken heart” to mean that he or she feels a deep sense of loss.

My professor had a good reason for avoiding these phrases. He knew that words and phrases we use frequently lose a lot of their effectiveness over time. Sure, we all know what they mean, but we’re not affected by them as much as when we first heard them.

This kind of writing happens in business all the time. It’s born of meetings where management tries to come up with a way to say exactly what it is their business does.

And it almost never works.

What does work is getting your business leaders together and focusing on how you want your prospects to feel when they read about your business.

Don’t write to answer all their questions, write to raise questions. Questions your business can answer better than anyone else.

The Lightning and the Lightning Bug

Tuesday, March 10th, 2009
Mark Twain - the man behind some of Americas best loved books.

Mark Twain - the man behind some of America's best loved books.

Mark Twain has a famous quote about choosing your words correctly.

“The difference between the almost right word & the right word is really a large matter–it’s the difference between the lightning bug and the lightning.”

Used well, words are among the most powerful tools we have. Used poorly, they can change what we mean to express into something entirely different.

My question is this – if words are so powerful, why don’t businesses take the time to really harness them?

I think it’s because they generally don’t have a good strategy to make words work for them. They know they need to write something (and frequently they dread it) so they just start typing and hope to hit the mark.

That’s like driving blindfolded.

What you need to do to write well is plan. The most important part of writing is the time you spend away from your computer (or pen and paper, if that’s your style).

Here’s a simple 3-step method to getting the right message on paper:

1. Pick Your Idea

When picking your idea, you need to be a bit ruthless with all the ideas that may come flooding into your head. You really need to focus on communicating one idea per piece. Throw out anything that isn’t quite right.

A good way to find your idea is to take a walk and ask yourself what major point you’re trying to convey. Are you trying to convince people that your product is better than your competitors’? Are you trying to show your reader just how much your service can help them? Whatever it is, think it through, find something to hook onto, then stick to it.

2. Outline It

I know, everyone hates to outline. Even when I was working on my degree in writing, I sometimes skipped it.

And every time, the resulting paper was bad.

You don’t need to do a fancy tree outline like they taught you in school. All you need to do is scribble down what points you’d like to make to support your main idea, and then put them in order. What will you say first? What will you finish with?

3. Stick to Your Guns

Writing takes a certain degree of bravery. You’ve got to believe in your idea enough to put your passion behind it.

Take your outline and your idea, take a deep breath, and write.