Top of Mind Thursday Memo Archive

Top of Mind Thursday April 18, 2019: In Disrepair

Top of Mind Thursday

 

 

 

 

The world watched in stunned disbelief this week, as the Cathedral Notre Dame in Paris caught fire and burned for hours, with hundreds of firefighters bravely fighting back the blaze to save irreplaceable artwork and religious artifacts.

Leverage2Market LogoWhen the flames died down, it appears that the main part of the cathedral remained standing, with many precious pieces of artwork and religious relics spared. Several of France’s richest citizens have already pledged billions of euros toward the immense effort needed to rebuild the 800 year old landmark.

It’s too soon to know what caused the fire, but it possibly was related to remodeling efforts intended to restore the building to its former glory. What had not been well-publicized was how the condition of the much-loved cathedral had deteriorated due to lack of proper maintenance. The building was in terrible disrepair. As a result, when a spark started in the attic, it spread quickly in a structure that was filled with flammable materials and lacking in basic fire prevention and suppression capabilities.

How different might this situation have been if those in charge had taken time to correct deficiencies when they were small, before they created conditions that were ready to turn disastrous with just a spark.

How often do we focus on the facades in our business at the cost of the core infrastructure underneath?  How many times do we ignore critical changes that could keep our business from imploding?
When a well-loved landmark is badly damaged, the community comes together to support rebuilding efforts. But wouldn’t it make more sense to do what’s needed upfront to prevent a tragedy instead?

Are your customers being served? How sure are you about that? Read my article.

Join me for the free online video interview series The Inspired Leadership Show: Discovering Secrets to Being an Effective Leader Through Communication, Positive Influence and Sustainable Productivity. My episode is live NOW!

Contact me to find out how to get heard above the noise.


Check out our marketing thought leadership podcasts and the video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

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linda@popky.com
(650) 281-4854
www.leverage2market.com

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Top of Mind Thursday April 11, 2019: Why Are You Memorable?

Top of Mind Thursday

 

 

 

 

People remember us for many reasons. Sometimes it’s because we did something unusual or outstanding. Other times it’s because of something we did poorly or not at all.
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I’m in Washington, DC this week with 120 other top consultants at Alan Weiss’s Million Dollar Consulting Convention. This morning noted speaker Lou Heckler was memorable for combining humor with key learning points he wanted to get across.

He also spoke about the time he got outstanding customer support from a Marriott employee in North Carolina. When he was later asked to recommend a hotel for an event in that city, only one name came to mind: Marriott.

Contrast that to my experience with Budget Rentacar at Dulles Airport the other day. I arrived (on time) to find that the car I had reserved and paid for in advance was not available. In fact, there were NO cars available–for me and the other people in line.

Eventually, they found me a car somewhere. But this was the second unpleasant experience I had with Budget in 5 weeks. Was it memorable? Absolutely. Will I refer them to others, or even use them again myself? Absolutely not.

What are you doing to be memorable to your customers? And are they remembering you for the right reasons?

Are your customers being served? How sure are you about that? Read my article.

Join me for the free online video interview series The Inspired Leadership Show: Discovering Secrets to Being an Effective Leader Through Communication, Positive Influence and Sustainable Productivity. My episode is live NOW!

Contact me to find out how to get heard above the noise.


Check out our marketing thought leadership podcasts and the video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Marketing Above the Noise.

Download a FREE chapter now.

What are people saying?

Buy now.

 


Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com

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Top of Mind Thursday April 4, 2019: Turbulent Skies for Boeing

Top of Mind Thursday

 

 

 

 

It now appears that last month’s Ethiopian Air crash of a Boeing 737 MAX8 may have been caused by the same issue that downed a Lion Air plane less than six months earlier.
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Flying is still by far the safest mode of transportation. Boeing is the world’s largest manufacturer of commercial aircraft, and millions of people fly in their planes each year and land safely.

The problem is that when an aircraft malfunctions, the consequences are severe. In this case, over 300 people are dead, likely because a new automated feature engaged when it should not have, and the planes’ flight crews were unable to override it to prevent a crash.

Does this mean we are now over-automating? Not necessarily. The issue here appears to be profit, not technology. Boeing pushed through an accelerated approval for the new aircraft and told key customers only minimal retraining would be required. In some cases, pilots received that training on an iPad only. Obviously, that was not sufficient.

Boeing compounded their error by not moving more quickly to assess why  the first crash occurred, and to take steps so it would not happen again. After the second crash, they waited to ground these planes until aviation authorities in virtually ever country in the world forced them to do so.

This is what can happen when you take the quickest, least expensive path to market in a situation where the consequences of product failure are so severe. If there is a catastrophic failure, it’s important to move quickly and decisively to understand what happened and do what’s necessary to reassure customers and the public.

In 1982, seven people died from Tylenol tablets that had been laced with cyanide. Johnson & Johnson took quick decisive action to pull the product off the shelves and to institute new, tamperproof packaging–even though the contamination had happened outside of their control. As a result, both their product sales and their stock price quickly bounced back.

Boeing should expect major turbulence in their business for the foreseeable future because they didn’t take this approach. Maybe they should take two Tylenol while considering how to get to a calmer altitude.

Are your customers being served? How sure are you about that? Read my article.

Join me for the free online video interview series The Inspired Leadership Show: Discovering Secrets to Being an Effective Leader Through Communication, Positive Influence and Sustainable Productivity. My episode is live NOW!

Contact me to find out how to get heard above the noise.


Check out our marketing thought leadership podcasts and the video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Marketing Above the Noise.

Download a FREE chapter now.

What are people saying?

Buy now.

 


Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com

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Top of Mind Thursday March 28, 2019: Breaking Up is Hard to Do

Top of Mind Thursday

Nearly three years ago, the UK voted to leave the European Union, a process that has been nicknamed Brexit.

Leverage2Market LogoIf only it were that easy. Almost from the minute Brexit was approved, groups in the UK began pushing back. The politicians who drove the initiative quickly disappeared. Theresa May became Prime Minister and futilely tried to push several Brexit strategies through Parliament. Yesterday, May herself was removed.

Now it’s not clear if the UK will leave the EU in 2020 as planned, sooner without a formal transition plan, later with a plan, or not at all. Businesses are fleeing the UK in droves, and  opinion polls say now that they understand this better, many people don’t really think leaving the EU is such a good idea.

This is what happens when the actions of a key constituent group are not taken seriously. Most people thought Brexit was just a lark and never expected it to pass. When it did, they had no idea what to do next.

How often do you disregard initiatives led by employees, customers, partners, shareholders, or suppliers–because you don’t think they’re important, or believe they’ll ever amount to anything? Do you consider the long-term repercussions of what such initiatives might entail? What will you do if your own version of Brexit appears with partners, suppliers, or government?

Business breakups are no easier than personal ones. Once trust is broken, things are never quite be the same. Whether or not the UK decides to remain wedded to the EU in the end, many tears will be shed by all involved for years to come.

Are your customers being served? How sure are you about that? Read my article.

Join me for the free online video interview series The Inspired Leadership Show: Discovering Secrets to Being an Effective Leader Through Communication, Positive Influence and Sustainable Productivity. My episode is live NOW!

Contact me to find out how to get heard above the noise.


Check out our marketing thought leadership podcasts and the video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Marketing Above the Noise.

Download a FREE chapter now.

What are people saying?

Buy now.

 


Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com

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