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5 Lessons on Entrepreneurship from a Pop Artist

by Daria Steigman on November 26, 2012

5 Lessons on Entrepreneurship from a Pop ArtistLast week, I went to see Roy Lichtenstein for inspiration.

The problem with running your own business is that you can spend so much time in the “stuff” of it that you forget to poke your head out and think big thoughts. So the Thanksgiving Holiday came around, and I decided I needed to break away from my routine, Two novels, one art exhibit, and five football games later, my mind is both quieted and racing with new energy. Which brings me to the art.

That would be the National Gallery of Art, which is currently housing a retrospective of Lichtenstein’s work. His artwork and the trajectory of his career are fascinating, and they provide five lessons from a master pop artist.

1. Great design is in the details. Lichtenstein took an ordinary composition book as the starting point for one of his works. What makes the painting different is that he turns the mottled black-and-white specks into dancing molecules of energy. The artist understood that composition isn’t just the product, but how you package it.

2. Stick to your strengths. Lichtenstein experimented off and on with the broad brush strokes more typically associated with Willem de Kooning and Franz Kline. They were good at that style; he was not. His “broad brush” paintings look forced and unnatural, a good reminder that you do your best work when you stick to what you do best–and break out from your strengths (see #3).

3. Improve, Don’t Imitate. At various points in his career, Lichtenstein created works of art that reflect other genres that he admired (e.g., Cubism, Chinese landscapes, Impressionism). The exhibit includes a series of three Rouen cathedrals. They are stunningly evocative of Monet‘s work while remaining true to Lichtenstein’s core form. The lesson for entrepreneurs is that you can learn and take from your competition, but don’t lose so much that you forget what makes your product unique.

4. Be Adaptable. Early on, Lichtenstein created his trademark dots using a small stencil that he moved around the canvas. The result was uneven dots. Later, he had large metal stencils built that provided for far more uniformity, and it doubtless was more efficient too. The pop artist understood that tools and technology evolve and you need to evolve with them.

5. Wow Your Customers. Any retrospective usually has a few amazing works of art, others that are museum-worthy but not top tier, and some stuff that’s merely okay. Sound familiar? Not everything you do will be your best, and that’s okay. But make sure the product (or service) you’re putting in front of your customers is the best of the best. One example: Drowning Girl. The composition is classic Lichtenstein and comic-strip comfortable–and then you read the caption. Then it’s completely different, and you’re smiling (and wowed).

What lessons have you taken from art? What artists inspire you?

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Kellogg, Kashi, and What Customers Want

by Daria Steigman on April 30, 2012

SoybeansSaying you’ve done nothing wrong when your customers are angry may not be the smartest response. Calling customers “confused”–really?

My friend Zane Safrit pointed me to this story about Kellogg’s Kashi brand. Apparently some of the soy used in its cereals comes from genetically modified soybeans. So the use of the term “natural” strikes some consumers as misleading–even if Kashi’s general manager says the company has done nothing wrong.

Legally, he is correct. But it’s a soundproof room argument.

Perception is another matter. And while Kashi has committed to have “at least 70 percent organic ingredients by 2015,” that doesn’t make some customers feel less duped today. Not to mention that the Kashi brand is marketed as though it were an independent health-focused company, not part of the same big business responsible for Rice Krispies and Pop Tarts.

Authenticity is not about “all-natural ingredients” and “nothing artificial.” It’s about being the same when the covers come off as you are when you’re all wrapped up for show.

Photo by Brendan C.

Have you grabbed a free copy of Your Social Media Checklist? Download it today to get 9 tips for being findable and attracting the right customers for your business.

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It's Not Enough to Have Use Facebook as a MegaphoneThere is an interesting study on big retailers and their Facebook pages. STELLAService tested how 20 top retailers handle “general service questions.” The results:

“Of the 20 retailers measured, five failed to respond to a question posted on their wall within two days. Meanwhile, seven retailers removed the question from their wall, hiding any record that a consumer had a question.

Questions were more likely to be answered when they were posted directly to the retailer’s wall. Just seven of the 20 retailers responded to questions posted in the comments section of a post within two days, while five retailers erased the question from the comments section.”

So much for engagement. But are you really surprised?

Facebook is the customer service outpost of last resort.

Companies who talk to customers on Twitter (distinct from being “active” in pushing out information) understand that it can be an effective way to respond to questions and complaints.  On Twitter, it’s you talking, your voice, your words.

On Facebook, on the other hand, you “post” stuff to a wall. While a few companies do a terrific job of interacting on Facebook, most just dump and depart.

Customers with problems just want solutions.

The customers who use Twitter to talk to brands typically reach out there because they know they’ll get a response.

For example, when I needed help recently from a rental car company, I looked to see if the company had a Twitter feed. Then I looked to see if they were actively using it. Then I reached out. (And the problem was resolved quickly.) If Enterprise hadn’t been active on Twitter, I’d have called the corporate office.

I only use Facebook vis-a-vis customer service when I can’t reach a person to talk to online, on the phone, or in person. In other words, when I’m trying to talk to a company that doesn’t talk to its customers.

What’s been your experience with Facebook, brands, and customer service?

Photo by Jeffrey Montes (Flickr). 

Have you grabbed a free copy of Your Social Media Checklist? Download it today to get 9 tips for being findable and attracting the right customers for your business.

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Your Customers Are Not Morons

by Daria Steigman on January 31, 2012

Customer Service, Empowered Customers are not ClownsThis should be obvious, right?

[Insert BIG SIGH here.]

There’s a lot of talk these days about “empowered consumers” and what this means for companies. It’s an issue for  pricing and sales, and for what consumers want and expect from the brands we interact with.

We have more information than ever a mouse click, search term, or social scroll away.

There’s a big gap between the empowered consumer and many sales and customer service teams.

Case in point. I was shopping around the other day for information on Internet service providers. Mine has been very reliable–but the price has gone up astronomically. So here’s how the conversations went.

1. Existing provider said they felt my pain. Customer service agent put me on hold for a couple of minutes while he (maybe) went off to see if he could give me a different service or a better price point on this one. Came back and spouted a company line about having only one speed of service and that I was paying the standard rate for that. I told him I was going to cancel. Said he would be sorry to see me go.

The rate I was paying was $7 over the highest rate listed on the company’s Web site. The base rate was 40% lower than what I was paying.

2. Prospective company’s sales guy wants to know what I’m paying now. Not relevant, I reply, I want to know what options you offer. Sales guy asked what provider I have now. (Nice try, same answer.) Then he starts talking about bundled new services–which I say is not what I’m asking about either. Finally, he quotes me a price.

The price he quotes me is 25% higher than the rate listed on the company’s Web site. And it’s for completely unbundled service–and I already have one service through this company.

They must think we’re morons.

Clearly, companies have a long way to go in understanding how the Internet–let alone social platforms–impacts the business/customer relationship.

Photo by macinate (Flickr).

Have you grabbed a free copy of Your Social Media Checklist? Download it today to get 9 tips for being findable and attracting the right customers for your business.

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Bigotry is Not a Business Strategy

by Daria Steigman on December 13, 2011

Lowe's Bows to Bigotry, Creates Bad PRYou’ve probably heard that Lowe’s pulled its advertising from reality TV show All-American Muslim. The home improvement company says it made a business decision based on its assertion that the show is a ”lightning rod” for “strong political and societal views.”

The show isn’t the problem.

Lowe’s made a reactive decision based on a fringe Florida group’s disapproval of the company’s initial decision to advertise on the TV show. Now, somehow, Lowe’s is surprised by the backlash.

Like most business owners, I choose to work with people and companies I like. And I’m conscious of my brand. And my reputation. I also “own” my choices and my decisions.

So far, Lowe’s has done neither.

Bigotry is not a business strategy. Unless, that is, your strategy is negative PR, a firestorm of media attention, and a lot of customers who won’t be back anytime soon.

Photo by Niloy (Flickr).

Have you grabbed a free copy of Your Social Media Checklist? Download it today to get 9 tips for being findable and attracting the right customers for your business.

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