You Had Me At Hello: Creating Great First Impressions

Contributed by Dayna Neumann

How do you know you made a great first impression?

They remember your name.  They take your calls.  They buy from you.  They buy from you again.  They send a shout-out Tweet recommending you to their network.  The uncomfortable truth is, in business, we may not know the quality of our first impression in time to do anything meaningful about it.

So how do you guarantee the best possible first impression?  For me, it’s all about the experience.  No matter the channel – sales reps, customer service, websites, packaging, products, signage, business cards – you must be prepared to make the best possible first impression.

That Sounds Expensive

Managing good first impressions does not require a Lebron James PR budget.  Orchestrating consistent, impressive first impressions starts with awareness.  Be aware of your communication channels and all the ways potential clients interact with your company.  If you start with awareness you may reveal areas for improvement and missed opportunities.

Help Me Help You

Do you make it easy for customers to socialize?  Do you give them a simple way to tell you what they like, what they don’t like and to share all of these feelings with their network?  If you answered no, you are missing a major opportunity to capture new market share.  Again, this doesn’t have to be a major investment.  Slap a QR (quick response) code on a portion of your next label run and have it point to your Twitter page.  Ask your customers to give you instant feedback on why they chose your product.  Test an incentive like a discount coupon or a product give away and see if people need a little extra encouragement to engage the campaign.  Capture the metrics, read the posts, react accordingly, repeat the parts that worked, get lots of new customers, make buckets of money.  Creating ways for your existing customers to help you attract new customers does not have to break your marketing budget and you will have entered a brave new world of first impressions.

Channel Surfing

Let’s consider another scenario where your product is the channel to create a first impression.  For many companies, a web-based application like a storefront is the first interaction someone has with your company.  For us, we have cloud, or hosted products that our customers make available to their employees to help them do their job – like initiating marketing campaigns or managing label inventories.  In these situations it is your product that establishes the first impression with an entire user community.  Again, you must be aware of the customer experience and continue to ask yourself if the experience is the best it can possibly be.  Do you allow your customers to socialize about the experience and the product?  Are you listening and reacting?  Are your channels working hard for you and each other?

You Had Me At Hello

So who is killing the product-based first impression and who is nailing the internet first impression?  37 Signals and Prezi are two companies doing both incredibly well.  I won’t cloud your judgment with my opinions here.  So go out to their sites, have your own first impression and report back in the comments on what your first impressions are of these two companies and their products.  Are they giving a firm handshake or a limp fish?

Advertisements

It’s About Time

Contributed by Ted Hagler

It’s 5am and the alarm goes off.  Today is the big day!  Not the day we put our “large  sheet” digital press on the floor, no, today is the day we take one of our “large 40 inch security blankets” off the floor.  Today a crew is coming to Fetter to remove a litho press we bought over twenty years ago.

Why the change?  It’s about time.

In this new world of complexity, high quality and mass customization, this well-built, carefully engineered, lithographic press has become obsolete due to time; the time it takes to set up one job.

In this world, job quantities are reducing and job diversity is proliferating.  Fetter recognizes the need to change jobs quickly and often.    In the time it takes to set up a job on the old 40 inch litho press, we could have the job complete on the new digital press.  Because time is typically money in the press room, the time we save with digital translates into lower waste and increased yield.

Arrival time.

For Fetter this transition process started over two years ago with an exploratory investigation into the needs of our label customers, moved into the building of one of the most comprehensive cost-analyzing databases and culminated into the testing of four very different digital presses and three of the latest sheet-fed  lithographic presses.  It involved labor changes, space consideration, process change and customer cooperation.

Time for change.

From a business operations standpoint we were able to quickly adapt many of the same quality requirements, productivity goals and job specifications from our current system.  This was a plus considering the additional time and cost it could have taken to change numerous practices and measurements at the same time we were asking so many employees to learn a new technology.  Another benefit was our ability to support this digital press with all the same finishing equipment we already had – and that our customers were comfortable with this tactic.  The finishing connection is significant because some digital presses force you to have different finishing equipment and processes, when coupled with the change in printing, creates additional stress in the plant and with our customers.

Remember, it’s all about time!

We are in the beginning of our second month of experiencing the dynamic capabilities of our new NexPress and the positive impact it is having on our plant.  Time will tell, but all indications point to exceeding our time efficiency expectations while delivering the product our customers need to succeed.

How is digital print changing the delivery of your products?

Demand More

Contributed by Dayna Neumann

When it comes to disruptive behavior in the consumer packaged goods market Method is taking on the laundry soap category like the super spin cycle on your Whirlpool.  Method has unabashedly taken on the Goliath of Proctor and Gamble with eye-catching packages that demand your attention and practically beg to be left on the counter and admired.  Despite the woefully un-hip nature of the cleaning products category, Method has challenged the notion that form and function cannot have equal roles in packaging.  Method demands more from their package design.  Method demands to be noticed.  What is holding other companies back from trying new designs?  One factor is the inherent complexity in changing a label or package.

In the not-so-distant past the limitations of package design were dictated by the production capabilities of the output devices.  A conventional litho press or foil stamping operation were typically cost and time prohibitive for adequate testing of a new package or label designs.  If the cost and time to convert to a new label or package is prohibitive, innovation is stifled.  Companies stayed with the tried and true designs making annual tweaks or cautious adjustments.  Over time, this approach begins to dictate your presence in the marketplace.  Why do we allow an output device to determine our market presence?

In the digital era these limitations were improved but other limitations took their place, like size constraints and poor color.  Unfortunately, the speed of innovation in digital print has not matched the market demand for change until recently.  With larger format sizes, remarkable color quality and enhanced coatings techniques, consumer packaged goods companies have a new found freedom in the latest digital press technology.

Even the most staid products, like laundry soap, will enjoy new growth opportunities with digital print.  Companies who learn to harness the power of digital print for packaging stand to gain ground on their competitors by testing new package and label designs in a cost effective way.  Beyond testing, CPG companies can localize their labeling to the store level and create a totally unique customer experience.  Imagine seeing your local landmark or event displayed on labels in your nearby Home Depot.  With advances in press technology, digital has begun to disrupt the packaging world and given not-so-hip products the freedom to shake things up a bit.

Are you demanding more from your packaging?

The Demand for On Demand

Contributed by Terry Gill

Output agnostic. That’s where I’d like to start this conversation. It’s a concept we’ve been knocking around for several years as we’ve watched the incredible pace of change inside the marketing communications and business solutions marketplace.

As a company, we want to establish mindset where the output is whatever it needs to be. It can be determined by economics, risk factors, consumer preference or some other determinant, but we are to have zero bias. It may need to deliver from a very large piece of iron, the latest digital press or it may simply remain in its digital state as PDF.

Our role is to ensure the output choice isn’t influencing how we chose to manage the content. Think of it as the antithesis of the well-worn “Begin with the end in mind” approach. It’s beginning without worrying about what comes at the end. It’s really a freeing and powerful concept, but requires a different philosophy.

To really embrace and live out this concept you have to choose a different path. Its one where the value proposition isn’t defined by size, number or speed of our output devices; those are things that are easy to understand and exploit. They are linear and scalable. They plug in.

Marrying smartly designed and functional web facing content management tools with an output agnostic business model creates a new kind of value. And for those souls who live inside business climates that are heavily regulated, this new way can be more than just a means of surviving. Will this become a real competitive advantage or at least a fair fight?