Friday, July 30, 2010

Vacation reading list



I'm going to my cottage today for a week with my family and friends.  I haven't really had a true vacation in a while so I'm looking forward to it.

Picked up a few books at the library and I have about a month's worth of The Economist to catch up on.

The first book is Trust Agents by Chris Brogan and Julien Smith.  I have been looking forward to reading this one for a while.


The second book is Linchpin by Seth Godin.  I am equally excited to read this one.  I have read most of his other books, love his blog and find that he writes really well (because he likes to be short and to the point).


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Wednesday, July 28, 2010

Our Telecommunications Industry is Hurting Us

To be clear: I am not a huge fan of the Canadian wireless industry.  Our service providers treat customers poorly, knowing that we aren't going to get better service elsewhere.  When it comes to price, we pay high prices and there isn't much difference between carriers.

Recently, I starting thinking about how our high prices and terrible service was going to affect our ability to compete in the global wireless industry.  Specifically, I was wondering how this would affect our ability to innovate in the space of mobile applications.

Then I read this interesting article from the CBC about a recent wireless industry study.  Some of the highlights are:

-Our earnings percentage at 46.7% was the highest of 21 developed nations studied.  Average was 38.3.

-Our carriers have the highest average revenue per user in the study (ARPU) at $54.73.   Average ARPU for developed nations was $42.90.

-Canada was last among developed nations in wireless penetration.

-Data represented only 23.9% of the monthly bill versus average in developed world of 31.8%.  You might think this means we have lower rates but the study also found that while carriers have lower per minute revenues, they have higher charges for additional features, which includes data, and this is what contributed to our higher ARPU.

-We posted the third highest minutes of use, but that seems to be because we are one of only a few countries that still charges for incoming calls.

Reviewing this information, I can't help but wonder if we could say that cost is a big reason more Canadian's don't have wireless phones.  There doesn't appear to be any data in the study on this but I don't think it would be a stretch.  I also wonder if high prices are keeping our data usage to a minimum.

I worry about what the effect of all of this will be on Canada's wireless industry.  We used to be highly regarded in the wireless infrastructure business but as the gap between us and the rest of the world in terms of usage increases, I would suggest that it will not help us lead the way in innovation.

More importantly, I wonder about how this will affect our ability to innovate on the application level.  If mobile isn't part of our populations DNA, as it might be in places like Japan, then how can we be expected to lead the way in application development going forward?  If our own citizens aren't consuming mobile data as part of their daily routines, then how are we to grow our industries related to data?

I supposed that one could argue that it doesn't matter where an application is developed because as long as it gets onto devices in the language required, it doesn't matter where it was developed.  But I still can't help but feel that we are increasingly being left behind as the rest of the world charges into the wireless future.




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Wednesday, July 21, 2010

Computers for Communities

I would like to tell you a bit about a new non-profit that I am really excited about being involved with.  It is called Computer for Communities.

In order to understand what C4C does, I'm actually going to lift something about the organization from its own website:


We believe that no one should be left on the wrong side of the digital divide. We believe that through volunteering and skills development individuals will learn about computer technology and thus build the potential of their community. We believe that we can help build the bridge across the digital divide in our National Capital Region.
According to Statistics Canada (2006) Approximately 54,000 households in the National Capital region are without access to a computer. Over 67,000 households are not connected to the Internet. We believe that by offering people opportunities to develop skills and earn a themselves a computer we can narrow this gap.
There were a few things that caused me to gravitate towards this organization over others that I had been looking to volunteer my time with:
1) This is a small but growing organization that is in need of assistance
2) This organization supports open-source software and creative commons licensing of intellectual property.
3) Computers for communities gives volunteers (usually youth) a computer for each 24 hours of volunteer work they perform.
4) This organization has lots of room for growth and is at a stage right now that I believe will be critical to its future.
The reason that I am telling you about C4C is that I hope that it inspires you to learn more about the challenges in your community so that you can start focusing on solutions to those problems and being a part of the movement to provide those solutions.

Thursday, July 15, 2010

Apple has a problem

Unless you've been living under a rock, you are probably aware of the fact that there is a lot of chatter out there about Apple's iPhone 4 antenna and how touching it will cause changes in reception.   Now it's coming out that Jobs was warned by an engineer early on.  If you're really interested in the issue, there was a great discussion of the topic on a recent This Week in Tech (TWiT).

The first thing I would like to say about this whole mess is that your business has a problem if your customers say that is a problem.  What this means for brands/companies/people is that you don't get to decide if something is a problem or not.  The longer you let the customer define the problems with your business without addressing them, the harder it is going to be to fix the damage to your brand later.  Worse, these problems begin to be noticed by one of the most important groups of people out there: your prospects.

Apple seems to be reluctant to address this "issue" as a problem.  Jobs even said that people are holding the phone wrong.

To be clear on how I feel about Apple: great products, bad attitude.  I love my 3GS and am anxious to get an iPad and upgrade to and iPhone4 but Apple's attitude is ridiculous.

This is for sure to be one of the big crisis/issue management cases of 2010 and I'm having a blast watching it all unfold.

Sure, they are breaking all sorts of sales records with the product but what do you think all of the chatter is doing to the minds of potential iPhone customers?

Thursday, July 8, 2010

Do what you say

Mitch Joel wrote a great blog post recently about why more brands don't market products that simply do what they are supposed to do.  I liked it because it said so many things that I have been thinking about recently and so I commented on it.


In fact, it was such a good post that I was even thinking about it last night as I was walking down to Ottawa Bluesfest but in a broader context: what if weren't talking about brands, what if we were talking about people.


If we were forced by some magical law of physics to do everything we said we'd do, how much better of a place would the world be?  If this magical law applied to everyone, then wouldn't that mean that every marketer would have to deliver on the promises they make on behalf of the brands they manage?


Personally, I think integrity is one of the most important qualities a person can have and I wonder why more people don't make this a priority for the brands they manage.  I suppose that some of the reasons why people don't are:
  • They don't care because their job is only a paycheck anyways.
  • The company is not configured to provide integrity.
  • Even if they wanted to act with integrity.
This lead me to look up what integrity means and according to Wikipedia (which is a terrible source but I'll use it anyways) is


Integrity is a concept of consistency of actions, values, methods, measures, principles, expectations and outcomes.


Interesting.  The entry goes on to say that in western culture, it has come to mean the opposite of hypocrisy and many of the other secondary meanings we have given it but my point here is that I think it is hard for people to act with integrity because we live in a world that changes and because of that, we are constantly changing.  


I might agree to play in a tennis tournament today because I feel like playing tennis but as the weekend draws closer and I see that the weather is going to be really hot, I might change my mind.  I might be nice to my customers today because I'm in a good mood but tomorrow I will be tired and cranky.  I might think that I am marketing the greatest widget in the world but tomorrow I realize that it's no different than anything else out there.


In the end, I think that both people and the brands they manage need to understand that integrity is important.  Much like trust, it takes a long time to build and only a short time to destroy.  I have always said that you need to live your life in the way you want people to remember you when you're gone.  


The real question then becomes, what do want written on your gravestone?


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Monday, June 28, 2010

What you can learn from Tom Cruise about managing your brand

This post is dedicated to my good friend Jackson Wightman, blogger, retail entrepreneur, master of all things PR and known the world over for his lists posts.

It is also dedicated to my love of celebrity gossip, but that's something you can ask me about if we ever meet.

I came across this article about Tom Cruise's "comeback" in The Ottawa Citizen recently and couldn't help but think of a great list post about we could all learn from TC about managing a brand, whether it be your personal brand or your corporate brand.


  1. Avoid Nepotism: Back in 2005, Tom fired his longtime publicist and hired his sister.  His previous PR rep kept a firm grip on his image and wouldn't allow questions about his religious beliefs.  The big lesson here is that you should always hire the right person for the job, because investing in people is the single most important investment you can make.  Your employees are your brand and they represent you every single day.
  2. Hire People Who Challenge You: As a follow-up to the point about nepotism, I also think that Tom Cruise didn't hire people who challenged him.  I bet that he said to himself "I'd like to talk about my beliefs more" and hired somebody who was going to let him do exactly that - and look how it all turned out.  If you're hiring people who simply nod and agree when you propose something then you're not getting any value out of having them around.  Innovation is often the result of conflict and is the result of overcoming conflict.  If you don't have anyone challenging you, then you're never going to innovate and move things forward.  
  3. It Doesn't Take Much: Tom Cruise's image was destroyed by a few key events but the most popular one was the jumping on the couch incident from Oprah.  A lifetime of goodwill can vanish pretty quickly so it is important to remember that it really doesn't take much to ruin your brand.  A few bad days or even one bad moment everything people perceive you to be is forever changed.  If you're company doesn't have a social media policy then maybe it's time to think about drafting one.  I am completely in favour of trusting and freeing employees to be who they are but as you can see from the issues with Tom Cruise...  one jump and you're done.
  4. You Gotta Know When to Shut It: Just like knowing when to fold'em, you have to know when to shut your mouth.  This is an important skill and one that can be very difficult to learn (trust me) but knowing when to shut your mouth will save your behind time and time again.  In Tom's case, he should have backed off getting involved in the private lives of other people (Brooke Shields). 
  5. Go to the Box, Feel Shame:  This is a classic line from the hockey movie Slapshot, and it means that there will be times when you need to give yourself a timeout.  In Tom's case, this was a two year break from the intense glare of the public spotlight.  For corporate brands, this might not be possible and may require a re-branding exercise but I think that more and more, brands should be asking themselves if they need to take a break instead of constantly thinking that everything they do is magic.
Tom Cruise is still a fantastic actor who makes entertaining movies.  I have also heard that he is a genuinely nice guy but I think the the rough path he has taken in the last few years is paved with lessons for all of us.  The question is whether or not we both to listen to them...


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    Tuesday, June 15, 2010

    Book Review: The Sales Bible by Jeffery Gitomer


    For the past few months, I have been looking for a good book on sales.  After listening to a podcast recently that had Jeffrey Gitomer on it, I realized that he had written what I believed would be the perfect book for me - The Sales Bible.

    Sales is as much about personal motivation as it is about tactical sales knowledge and this book does a great job of helping you understand this and, more importantly, assessing whether or not you should even be in sales in the first place.

    It's obvious from the first page that this book is written by a true salesman.  It reads "I just made a sale!".

    Gitomer writes using highly impactful (sales-y) language and doesn't go on and on about particular ideal.  He tells you why it is important, shares some stories then lists some steps or ideas that you can use.  Topics range from motivation to techniques.  You learn how to meet people and generate leads and then how to turn those leads into sales.  Cold calling is covered in great detail, as is the sales presentation.

    In the end, I think this book really has a broader audience than just salespeople... I think it is a book for EVERYONE.  I believe this because at some point, everyone will have to sell the most important thing in the world.. themselves.  So there are many applications for the material in the book and I highly recommend you pick it up ASAP.

    Tuesday, June 1, 2010

    Book Review: Buy-ology

    For months I had been waiting to read "Buy-ology", a book by Martin Lindstrom about the science behind consumer behavior.  I first heard about the book on Duct Tape Marketing's podcast, but had to wait for it to be delivered to my library branch before I could check it out.

    Martin Lindstrom is a well respected branding expert.  The book is an exploration of what Lindstrom and his researchers learn when they use brain scanning technology to test consumers' reactions to marketing messages... so it's not hard to see how this book is interesting...

    What Lindstrom finds is rather shocking.  We learn that most of the traditional anti-smoking ads are ineffective because they actually trigger cigarette cravings in the brains of smokers.  We also learn what I suspect most marketers have always had a hunch about, that consumers buy products for different reasons than they say.  For example, a consumer might say they purchased a product because it had all the features they were looking for when in reality, they bought the product because they thought it would make them cool.  I won't spoil all of the great nuggets in this book for you, but trust me, you'll have a hard time putting it down.

    The book is very well written.  Each chapter flows into the next and the research questions are laid out like a mystery that the reader is working through with Lindstrom as he receives the results for each of the studies that are conducted.  It was for this reason that I found myself reading upwards of 50 to 75 pages each time I would pick it up.

    Worth a read for anyone interested in what REALLY happens when we shop.  You can learn more about the book and Martin Lindstrom on his site.

    Tuesday, May 25, 2010

    What "Made To Stick" taught me about speaking to high school students...

    A few months ago, I volunteered to speak at my former high school, Ashbury College, about e-marketing and e-business.

    It was a career day activity that involved grade 10 students where they signed up for sessions to hear about careers they might be interested in.  I was paired with Omar Sheikh, the CEO of eBargainBuddies.  We were told that we'd have 30 minutes total with three separate groups of students.  Omar and I spoke on the phone in advance and planned out our presentation.  We made a PowerPoint slide deck and decided that he's start the presentation with a top 5 reasons why you should get into e-marketing and e-business, tell them about himself and then he's throw to me and I would introduce myself and give a breakdown of e-marketing.  Omar would then finish up with 5 minutes on social media, eBargainBuddies and some advice and we'd come in at 20 minutes with 10 mins left for questions.

    I have to say that I think Omar and I did a really good job of preparing.  We made an interesting deck, switched up who was talking and did our best to make our presentation as lively and interesting as possible.  We recommended they do something they are passionate about, get started as soon as they want and try to have as much fun as possible doing it.  I used Perez Hilton as an example in some of the things that I was talking about in an attempt to make it more relevant to them.  In the end, I was pretty happy with how it turned out.

    A short while after the presentation, I started reading Chip and Dan Heath's "Made To Stick" and I kept thinking back to the presentation and how I could have applied what I was reading to that presentation.

    I won't go into detail, because I think everyone should read the book, but it says that ideas stick when they display any number of the following characteristics:

    • Simplicity
    • Unexpectedness
    • Concreteness
    • Credibility
    • Emotional
    • Stories
    As I read the book I kept thinking back to the presentation and wondering what I might have done differently.

    Here's a few:

    Unexpectedness - Although we did a top 5 reasons to get into emarketing/ebusiness slide at the start, I would have done something much more unexpected and shared a piece of trivia that asked them to answer a question or something fun where the answer was completely unexpected.  I could have been something interesting about Facebook or something else that might have grabbed a bit harder at the start of the presentation.

    Concreteness: Here I should have used the story of Perez Hilton to illustrate what and how somebody could go about getting to emarketing and ebusiness instead of just using it as an example in a few places.  I think that the Perez Hilton story really interesting and I think it shows how an average person can transform a simple blog into a multi-million dollar business.  Actually, emarketing/ebusiness is loaded with stories just like that of Perez and I could have picked any number of stories to use this idea of concreteness.  

    Credibility: I believe that this is an important concept for any idea but when dealing with teenagers, I think credibility is key.  I learned this from many years of coaching tennis/skiing but I also learned it the say of the presentation when I told them I was their gym teacher's brother in law (instant credibility).  In this area, I could have shared some quotes from prominent figures about ebusiness/emarketing that might have helped them understand the ideas and concepts we were talking about (making more concrete) were in fact real and achievable by almost anyone with a little hard work.





    Monday, May 17, 2010

    What you can learn from Lisa Lavie...

    Youtube is celebrating its 5 year anniversary this week.  I remember pretty clearly when I first saw Youtube back in early 2006.  Back then it was just a collection of silly videos people were doing for attention and while in some ways, not much has changed, it has been interesting to see it grow into the second most mentioned brand on Twitter and earning upwards of 2 billion views a day.

    Perhaps later this week, I'll post some of my favorite clips but for now, I'd like to share what you can learn from Lisa Lavie, the Youtube singing sensation who's story is featured as part of Youtube's 5th.



    1) Don't wait to start:  Lisa started her career with nothing but her cashier savings.  In today's world, there is no point waiting for somebody to tell you that you can do something.  Get out there and do it.

    2) Connect:  Lisa takes the time to respond to everyone who posts comments.  It's not some automated robot like those people who have auto-replies answering follow messages in Twitter, it's actually Lisa that does that work.  People respond to people, not machines.

    3) Give back:  What did Lisa do with her network of fans and peers?  She organized them to raise money for the earthquake victims in Haiti.  More and more the idea of giving back is starting to be the primary, if not secondary reason why people use social platforms like Youtube.  Use what you have to give back.