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Beyond the Capture

Over the years I have connected with some wonderful and creative graphic recorders and graphic facilitators. I have seen them work as small as a 8.5×11 and as big as 5ft x 20ft. Each with a unique talent and style. This is what makes this profession so intriguing and wonderful. Yet there is still something missing with most people in the industry…

Not Packaging Their Work

When I started recording, I set out to understand the overall purpose of the work, not just the initial capturing during a session, but the entire life cycle of the work. How were clients using what was created and how were graphic recorders working with clients to leverage the work to its best?

I challenged myself not to just dive in a work it out as I go, but to formulate a complete process and offering. One that may need working longer with a client than merely the event performance. I read online, viewed websites, looked at examples of work and scanned through many social media postings to see what others were doing and how I could shape my offering to stand out in the industry.

What I discovered and wanted to avoid was most ‘do and dash.’ What I mean by this is that they “perform” the work, yet after completed, leave the work and move on to the next assignment leaving the client to handle the graphic work.This is very much like a music band moving from venue to venue. This action was leaving a huge opportunity on the wall to expand and extend the offering.

Before the Show

The first place to start is the pre-work time with the client. Many, I found, do not work deeply enough with a client on the expectations and possible applications of what will be captured. This is the time to have the discussion with the end in mind of what will be the deliverables and how can they best be used to convey the ideas expressed and captured. it is also the time to discuss the working environment.

Pre-work and initial expectation outcome meetings are important processes and may need multiple departments to be involved. It is best to understand what the client believes is going to be happening and guide their expectations to the possibilities. This requires preparing the client for what will be created during the session and the various channels it can be distributed after the session.  This also means there must be a method to capture the content cleanly and efficiently.

Showtime

The next step is to ‘stage’ the performance for the best results. Typically I’ve seen and read is that the paper is hung in some inconvenient available space, usually not the best location(s) for doing the work.  Poor lighting and uneven work surfaces add to the complexity. The work environment needs to be controllable and optimal engagement for the client, observers and the recorder. If all possible, I believe in a site visit if all possible or at the least ask the client where they want the work to be done that is beneficial to all parties.

During the capturing, keep the end in mind. Having an architectural background, I tend to work in zones or blocking. This is important as it allows the image to be dissected into small usable pieces for later delivery. It also helps key segments of the event organized visually.

Extending the Show

After the event, the work needs to be scanned digitally in order to do corrections, enhancements and changes. By scanning digitally, I create an archive record of the artifact that can be reprinted later if a client so wished.

Size limitations of scanner technology needed to be considered.  I decided to work on the largest possible format that can be scanned at a local print service. Typically, large scanners can handle up to 36 inches wide and as long as needed. It also helps calculate cost of reproduction since they charge for square footage.

The next process is to transfer the digital scan to the computer for edits, clean-up and dissection to be used in various application that would have been discussed during the pre-work meeting. The files would also be saved at various resolutions for quick application by the client as most would not have access to image editors. Assume limited tech on the client’s behalf. Do the work for them.

Digital images are very easy to create various digital files for multiple applications such as print, digital communications, websites and even social media. Creating digital files allows me the ability to create a customized portfolio for prospects that match closely to their needs and the event.

The Package

Finally, the original artifact is rolled and placed into a sturdy and colorful shipping tube with a physical storage drive of the digital files and sent to the client. In some cases, I can also provide the same files on a cloud storage for quicker retrieval if the client request.

The Sum of It’s Parts

What I know and what I have learned before starting and now years performing is that the whole of the experience is far greater than the sum of the pieces to create the experience. Don’t fall short and don’t cut corners in order to save time or cost. What you do is your brand. Be complete and exceed what is expected.

I hope this helps others who wish to enhance what they do and help provide clarity that the fee is not just for the time doing, rather the time creating the visual experience.

 

 

 

 

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Seeing IS Believing for Success

During a conference that I attended a few months back, I had the opportunity to heard a speaker present on the topic of failure in business. Granted, there were other presenters who also referenced business and start-up failure, yet this one speaker said something that struck a curiosity.

I had spent a few days listening to various theories and professional point-of-views on the subject of business failure, however, all the data and conversations paled in comparison to one single statement, “The single most important reason that ventures fail is simply because others can’t see your idea.”

Being a Visual Translator and facilitator for businesses, this idea that others must see an idea was a feather in my cap. I have always believed that mapping an idea is the best method of communicating an idea to others and keeping you on track. Hearing that not seeing only reinforced my stance on using the talents of a visual translator or graphic recorder to help solidify a concept.

But that wasn’t the end of the statement. After a few more moments of letting the thought sink in, the speaker add two more points that anchored the whole of the presentation. “If you can’t see the idea, then you and others can not truly believe in that idea. And if you can’t believe in it, your chances of you or others acting on that idea fall dramatically.”

Being from the Midwest, especially from Missouri, we have an old saying about proof and belief, “Show me.” So maybe there is more truth in this idea of seeing is believing than most give credit. So I went digging for more information on the power of seeing an idea to help promote success.

In 2015, TD Bank performed a deep dive study into visuals and business. After interviewing over 1100 people and 500 small businesses, the survey results were amazing. About 67% (335) of the small business responses agree that visually mapping of a business idea helps in the plan development. Unfortunately, only 20% (67) of those business respondents actually used visual mapping or image boards in planning. Interestingly, 76% (51) of those who utilized visuals in planning indicated by response that they were successful in achieving the goals they created in those visuals.

So 76% of visual users actually were successful in achieving their vision. Imagine if 76% of those 500 small businesses were assisted by a visual translator or facilitator. The rate of failure would drop dramatically.

In summary, for your idea or strategy to have the best chance of success you must first make it visible to you and others. Once the idea is visible, then all involved can begin to believe it. If all believe it, then they can act on it to make it a success.

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Elixirs, Fixers and Snake Oil Mixers

Experiences, Experiences, Experiences!

It’s what everyone is taking about these days. Customer experiences, patient experiences, employee experiences and even user experiences. They seem to come in all shapes and sizes. The strange thing is, there appear to be so many “Experience Designers” and “Experience Specialist” it’s almost as if it’s the Wild West of the Business world.

Are they really selling you a solutions or is it a bit of snake oil wrapped up as an ‘Experience’?

The problem is that you, the business owner, can’t tell if these solutions are Experiences or marketing stunts bottled as experiences. Worse yet, it maybe the same old Great Customer Service concept renamed and repackaged as customer/patient/employee/user experience because so much has been written about the Experience Economy in the press. Be cautious about what you are being sold. Experiences, as economic offerings, are not stock solutions.

A true Experience that drives economic value must be created for each individual business. The Experience is a reflection of your brand and the brand promise. Experiences are about the customer doing something and time well spent with your business. It is not just about providing a solution about delivering a good or great customer service. The customer already expects that from you. No my friend, it’s about staging an interactive engagement that is memorable and creates economic value.

During the past few years large retailers have shuttered and closed. There has been much reported that consumers have shifted their attention away from things and to engaging experiences. One of these has been Toys-R-Us. In an attempt to save their business, TRU attempted to infuse experiences into their stores in order to drive more traffic back to the physical place. Many speculate that the digital shopping realm kept this from happening, and this maybe true to some extend, but I feel there is a larger issue.

The experiences TRU were providing had two major failures. The first was the experiences were not a reflection of their brand or the brand promise. These experiences were provided to TRU by outside vendors with the intention to drive sales for their goods. The experiences were not about TRU, but about those companies that sold to TRU.

The second failure was that the experience solution that was created were digital VR experiences where the children could see and interact with digital versions of the physical toys. Something that they could do in the privacy of their homes. They didn’t need to go to the store for the experiences. In addition, if they came to the store, those experiences would have been better if they were able to ‘play’ in the store with real toys.

TRU’s whole brand is wrapped up in the idea of toys, thus their name “Toys-R-Us”. Unfortunately, the experiences provided had nothing to do with TRU being all about toys and the things you could do with these toys. The TRU experience should have been an experience with the toys that kids could not do at home. TRU should have been the destination location for playing with toys.

So, if you are considering hiring a specialist to design an experience here are some simple things to keep in mind.

  • What is the customer doing in your place they can’t do anywhere else?
  • Is the experience focused on time well spent and being memorable?
  • Is the experience a manifestation of your core brand promise? (is it yours?)
  • And finally, is the experience customizable and personal to the customer?

True experiences are a value all to themselves. Customers are willing to pay more because of the experience. So when thinking about evolving from the Goods or Service economy model to that of Experiences, make sure the consultant or design firm understands you, your customers and what engagement reflects your brand. Avoid the Dr. Transformos of the world, because they are out there ready to sell you anything you are willing to believe in to make your business healthier.

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Want More Customers, Stop Marketing!

Improve customer retention and enhance your bottom line by not spending money on your current marketing efforts. Stop throwing money at a low return in hopes of improving response over previous efforts. There is a better way to get a more significant ROI on marketing budgets.

Over the past few years, I had the pleasure of developing many visual concepts for B. Joseph Pine II, co-author of the Experience Economy and Infinite Possibilities. Many of the visuals that were created were from the very ideas from the books that Joe had written. The best part was—that with each drawing—I felt I was gaining a deeper understanding of every concept that Joseph Pine and James Gilmore had created. I was given a unique look into the world of modern economics, and I can tell you, there were many concepts to tackle and many sketches to create—over 500 to-date.

To carry out these 500+ illustrations, there was a lot of time spent discussing the meaning and history behind these ideas. Discussions and debates over how best to bring them visually to life. Granted, not every drawing that was created fit his presentation needs, but that’s a big part of developing a visual library around a well-known publication—conveying the concept visually.

It was during one of these discussions that Joseph presented a new concept around marketing. A concept so anti-tradition, I knew instantly that it would be controversial, and the push back from marketers and the business world would be great. The visuals needed to clearly support the idea. That idea, in his words, was ‘companies need to stop marketing, start customering.’

Stop marketing and start customering?

What is customering?

This idea is a dramatic shift in the traditional order of things. As Pine clarified, marketing was a process of pushing information out to the masses in hopes to attract customers. There’s nothing new about this process of marketing. Every company does it. It is typically the key way companies believe they need to communicate their brand message. His concept meant reversing the process of connecting with a better method called “customering.”

Much like the concept of human-centered design, customering was about seeing each customer individually and not stereotyping them into “market” groups or segments. His idea was that people want what they want—when they want it—and that each customer is unique. It is this uniqueness that marketing techniques fail to address successfully, and eventually accept low percentage returns on the effort. 

The Experience is the Marketing

Pine’s idea was to forego massive marketing campaigns and to direct your attention towards each customer you now have. Deepen the relationship through customized and personalized engagements. Stage experiences for them that are memorable and sharable. In Joseph Pine’s words “the Experience IS the Marketing.”

Every day the news reports another retailer shuttering, a bank merger, malls closing, and companies forced to close their doors because customers are no longer shopping as frequently in their stores. With the digital world expanding, more and more customers are buying online to save time and companies are faced with a surmounting dilemma of how to increase physical traffic. The solution is no longer in marketing, rather the solution is in customering—the staging of experiences in order to have customers spend time and create sharable memories.

Staging Experiences

The companies that stage experiences have a greater opportunity to capture the hearts and wallets of each customer they engage with. This engagement—or experience—also becomes the core of the stories the customer shares with their friends, family, and co-workers. Experiences create stronger brand connections that all the marketing dollars can ever produce. Experiences create customer loyalty. Again, as Pine says, ‘the Experience IS the marketing,’ and the customer becomes your brand ambassador.

If you want to learn more about the Experience Economy, staging experiences for your customers, and leveraging your marketing dollars more effectively, then give me a call.

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Degression of Economic Value – Case Study Starbucks

 

Degression: a stepping or movement downward

A disclaimer. I have been a long-time “Starbuckian” and I have a minimum of 2 Grande coffee’s a week from my favorite Starbuck cafe. I enjoy the engagement of my local baristas and will continue being a patron of Starbucks in the foreseeable future.

Note of caution: Degression of economic value is driven by commoditization. When you reduce personalization and customization, you commoditize your economic offering. Progression is only achieved by making it more personal and customizable.

In the Experience Economy, Starbucks is, or was, an exemplar of how a Service provider could be an Experience stager. From the very begin of rolling out Starbucks Howard Schultz wanted to create a coffee lovers experience. As he even is quoted as saying, “Starbucks represents something beyond a cup of coffee.”

By bringing the ideas of European coffee baristas and adding the elements of an experience, he created a unique and personal offering. In fact, Starbucks became the third place to gather in many people’s lives. It was much more than just a coffee shop it was a unique and authentic coffee experience. Howard Schultz believed this and even expressed this thought in a statement to the press, “People around the world, they want the authentic Starbucks experience.”

Unfortunately, the fame and growth of Starbucks brings many challenges, especially from those willing to trim and standardize the custom experience. This was the beginning of the end of the Starbuck Experience as it was known. Over the years I observed many changes, some subtle some not-so subtle, but all impacting the experience.

The first noticeable shift was from the ceramic mugs to paper cups. I realize that it may have been about cost-cutting, cleanliness and consistency, but it was the first of many stones cast towards moving from the Experience to a Service model.

Next came the de-creativity and de-styling of the barista by introducing the practice of lidding the cup after creating the coffee. No more were there hearts and leaves drawn in the foam of the coffee, now there was just the plastic lid, the paper cup and the cardboard wrap. Speed became the critical factor. Move more coffee by reducing the time from purchase to acquisition.

Recently, technology has begun playing a role in this commoditization of the Starbuck Experience. Mobile apps and drive-up windows forced a control mechanism, the printed label. Quickly vanishing is the personalization and interaction of the customer and the barista for the speed and accuracy of customer’s drink pick-up. Clever hand-written names were replaced by mobile account names and printed mixes. Customers didn’t even have to engage the barista anymore. The experience is faded quickly away and been replaced by an expensive coffee service.

Finally, Starbucks has allowed the store design to seal the Starbuck Experience fate. The new cafe design actually creates the perfect assembly line production model. Four stations replace two all to improve the speed and efficiency. The first is the order station. Orders only please, no exchange of funds. Next comes the pay station. Then you verify your order with the barista, then finally, you wait at the pick-up station where you have to locate your order amongst the in-store and mobile orders that are stacking up in tiered racks. No longer is it about going beyond coffee and creating the third place. Its become about moving product as fast as possible.

Now I know there are those diehard Starbuckians like myself who would attempt to argue the issue, but one only needs to just stop, look and see that the Starbucks Experience that drew us in has been replaced by the Starbucks service.

With Howard Schultz away from the helm, an echo of warning to Starbuck’s future is not being heeded by those in control, “I am concerned about any attrition in customer traffic at Starbucks, but I don’t want to use the economy, commodity prices or consumer confidence as an excuse. We must maintain a value proposition to our customers as well as differentiate the Starbucks Experience. That is the key.”

Can or will Starbuck’s regain the coffee experience it created inside the cafes excluding the Roastery? Only time will tell.

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Time: The New Currency

Since the late 1950s, the history of branch banking in America has been all about being in the midst of the population. No bank could survive without being accessible in a timely fashion. Convenience became one of the prime factors for locating a branch. The focus was to reduce the time it takes to get from point A to the branch. If it was by car, banks planned around the flow of traffic. If it was a pedestrian environment, banks planned the location along the path. This was all about convenience of doing business with the bank and to ensure that the customer did not have to go out of the way. If a bank was in the path, it made sense for a customer to bank there—it was about how to better save time.

Enter technology. Now, being in the path of customers meant being readily accessible in their hands. Most transactions are performed—not in person—but online and through mobile devices. Technology quickly became the ultimate time saver. This opened the question, ‘”Where do you locate now and what should the branch become?”

The best way to address this question is to change the framework of the question. Before it was about doing something for the customer they could not do on their own, now banking needs to refocus away from saving customers time to creating places where time is well spent. The only way to do this is by going beyond services that are tailored towards doing for the customer to creating things to do with the customer. Stage an engagement that is memorable and sharable that the customer does within the branch.

Here’s the idea. Take some ‘thing’ that is usually used at a bank and create some activity around that thing. This is called “Ing the Thing”, a principle in the Experience Economy. Take a normal action of a thing and create an engaging activity around it that people come to do or watch others do. Now, exaggerate the idea to make it a spectacle.

Look at the classic piggy bank. The piggy bank is a great ‘thing’ to ‘ing’. First, make it really oversized. Now, stage an activity around the oversized piggy bank that generates interest. Maybe it squeals when people put coins in it. It becomes a photo-worthy opportunity for your visitors and becomes a great fund-raiser. “The Piggy Bank That Is Saving….” Use whatever best applies. Saving—the action word—now takes on a new meaning and purpose.

 

Cracking the Safe.

Any object or thing can be a source of an experience if you take the action related to it and leverage it as the activity. Now the branch becomes a stage for an experience and a place to engage customers and make memories. Then you change from time well saved into time well spent.

 

Need help ‘Inging the Thing’ send me an email and let’s see what we can do together.

 

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Signature Moments

Have you ever wondered if there was something more you could do to extend your brand or message? Well, there is.

One opportunity that is usually overlooked is at the point of when your customers are exiting your business. Add a signature moment that adds that little punch to the engagement. As a Visual Translator, I find that taking photos of attendees at the wall acting as if they are doing the work, is a great piece of memorabilia and a signature moment for them. It also gives me another chance to communicate my brand and my work through various channels the attendee wishes to use. It’s both branding and a signature moment.

Take a look at your business. When is there an opportunity to add that moment outside of the normal business transaction? Now fill it with something that is uniquely you.

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Attracting Customers Is Not Enough

generic-5es

In the Experience Economy, the authors use a flow process. Over the years of working with them, assisting clients with customer and employee journey maps, I realized that the first stage of most journeys begin with “Attracting”.

Attracting is good, yet the idea of attracting merely means you want them to notice you and nothing more. This term creates no call to action. Because of that and that I tend to never let an idea go, I rethought the whole initial process and change the beginning from Attracting to Enticing.

Look at an experience or business you have. Are you merely trying to attract attention or is it that you want people to enter your business? Me, I want to entice people inside. I want them to engage not merely notice. Enticing truly means you are actively generating interest that is sparking curiosity in the mind of your prospect in hopes to make them your customer.

If you would like to learn more or remap your customer journey, let’s chat.