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Posts tagged with Values

Strategy? Why do we need that?

Posted on November 21, 2013 by 10 Comments

I went to a wine event today in New York for the Bordeaux wine region.  While there, I asked the representative of one of the wineries, “What’s your strategy for the U.S.?”  She responded, “Strategy?  Why do we need that?”  I gave her some reasons but the conversation didn’t go very far.

When I returned to my office, I got an email from the Pew Research Center titled “Experts rank the top 10 global trends.”  When I clicked on the link, I found a report from the World Economic Forum on the 10 most important global trends based on a poll of 1,592 leaders from academia, business, government and non-profits.  Here’s the list:

  1. Rising societal tensions in the Middle East and North Africa
  2. Widening income disparities
  3. Persistent structural unemployment
  4. Intensifying cyber threats
  5. Inaction on climate change
  6. Diminishing confidence in economic policies
  7. A lack of values in leadership
  8. The expanding middle class in Asia
  9. The growing importance of megacities
  10. The rapid spread of misinformation

So what do these trends have to do with something as everyday as buying a bottle of wine?  Plenty.

It’s great that a provider of any product or service believes theirs is the best but neither consumers nor b2b markets think in linear terms.  Every decision is made in relation to another.  If I’m nervous about the state of the world, that will effect how I make decisions, and what and when I buy.  If I’m an importer or distributor and concerned about unemployment and the impact of economic policies, I may want to hedge my bets with tighter inventory control.  As people focus on the macro trends that affect us all, how companies approach the environment, social responsibility and their own governance (ESG) effects our perceptions of their brands.  It goes on and on whether you’re a consumer or corporation (remember, somebody once said, “Corporations are people, my friend.”)

If you don’t have a strategy that helps you wind your way through this maze or a brand with values that reassure consumers and customers, you’re dead in the water and it won’t matter how many fancy events, e-newsletters or facebook followers you have.

5year copy copySomething else was interesting to me at today’s Bordeaux event.  As I went around and asked people about their wines and what makes their winery better than the rest (to which there were a lot of blank stares), nobody asked any questions about me, about my tastes, concerns, or needs.  They may as well have been Enomatic wine dispensers with an information rack underneath.  Most handed me a sheet of paper about their wines in answer to my questions anyway.

There was neither strategy present nor any attempt at customer engagement.  I imagine the woman who asked me why her company needs strategy poured a lot of wine today.  At the same time, it wouldn’t surprise me if at the end of the day, she moaned about some of the trends on the list and how they were making life more complicated.  That’s too bad.  Strategy is the direction that helps us wind our way through and around those trends and we all give our loyalty to those that help us do that.

FutureShift asks a lot of questions and listens carefully so that brands and strategy resonate with customers to increase their engagement and loyalty.  It works.


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Value vs. Values

Posted on May 17, 2011 by Leave a comment

I’ve been holding onto this one since last month.  I came across an article on Bnet.com, titled “Should we advertise on Glenn Beck?” by the CEO of Blinds.com an online store that sells all types of window blinds.  You can read the story for yourself but in short, he thought a good place to find a demographic for his company’s products would be consumers who listen to Glenn Beck’s radio show.

Within a week, he received a boatload of hate mail.  In his words, “It took all of about 6 days before the vitriolic verbal attacks against me and my company rolled in via Twitter. And they’ve been nasty — I’ve been called everything from a Nazi and a homophobe to a slew of other names that if published here my editor would surely censor….One day last week, within 24 hours alone, I received hundreds, if not thousands, of tweets along these lines.”  He went on to say that he never had any intention of endorsing Gleen Beck’s views.  In fact, he said he never listened to the guy.  All he was doing was looking for a demographic.

His article piqued my interest because we do so much consulting to clients about aligning corporate values with those of customers.  We know value is important but today’s consumer still wants more.  So I looked him up and sent him this email:

Dear Jay,

I consult on these types of issues with a lot of clients that are foreign countries and their industries.  As a large part of our business is foreign, I think it gives us some 30,000 foot level perspective on the U.S..

One thing I tell them, that you’ve discovered, is that Americans don’t just want value, they want values.  It’s both a negative symptom of our political and media polarization and a positive manifestation of our increasing awareness of globalism and multi-culturalism.

It’s not enough to buy an audience or demographic any more.  You have to consider how your values and those you espouse through your company relate to or resonate with a marketing vehicle’s audience.  Due to our extreme polarization, we have as many rabid against-anythings as we do pro-anythings and they will readily take action in opposition to the other.  This is a tough needle to thread for any marketer.

Personally, I probably wouldn’t buy from a company that advertised on Glenn Beck, although the only way I’d find out is from someone writing about it and the fact that they would and do tells you something about the environment we’re in right there.  Professionally, I’d be unlikely to recommend it because I know and you now know what would ensue.

There are so many ways to reach your target customers that are likely to be more effective, non-controversial and much more economical.  While I want to impart some good advice to you, I’d also like to sell some of those ways too.  You may get a hint of that from our website, but I can be more specific if you contact me through our website.

Good luck and best regards,

Well, I got a form email response back.  It was polite enough but no further dialogue ensued.  That’s okay though because I thought it was the perfect example of what a treacherous marketing world we’re all in.  It also tells us who’s really in control.  We have to decide where we stand, not just in business but personally, define our values and then adhere to them in the way we conduct ourselves personally and through work.  Otherwise, many of the people we’d like as customers, friends or associates will drop us like…well, as quickly as they can drop the blinds on their windows.


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