It’s the time of year for another Mother’s Day story, this one about a business forgetting their core brand promise and letting me down as a customer and new mother. I missed a mother’s moment when a business failed to deliver on their customer experience promise.

In the early days of managing new parenthood and a corporate career, it was all about completing the day’s responsibilities while making precious time for holding, feeding, and rocking a new baby. Each moment seemed critically important, and a focus on executing one was key to optimizing the next.

I learned that promises delivered are critical for optimizing each moment.

During those years, one of my favorite brands was a luxury car company and dealer known for superior customer service. I appreciated the dealer’s great reputation, professionalism, and attention to detail. Then, on a busy day, a customer experience led me to realize they were beginning to focus on things that had little to do with their core brand promise of superior customer service.

After missing the normal morning time with my son to drop off my car for repairs, I was looking forward to the evening, having returned from days of business travel and ready to get back to maximizing the next moment. When I arrived to pick up my car after work, I noticed a new waiting area for customers with beautiful furnishings, food and drink, and merchandise displays. Fancy!

The waiting process was longer, as the staff spent time offering food, chit-chat, and everything but my car. During the delay, a shift ended as it was late in the day, and no one was available to bring the car. I waited while noticing employees cleaning windows, sweeping, and offering cookies. They had the fancy extras but were late with the delivery and failed to meet their brand promise of great customer service. An hour later, I got stuck in traffic and missed the evening with my son.

Forget fancy! Get me home in time for moments and I am a customer for life.

In our quest to have the best image, be the best known, and achieve the highest ratings, are we forgetting the most critical deliverables? Please don’t let yourself get so sidetracked and focused on a new shiny, sparkly-self as you may end up losing customers. Find your brand promise, stick to it, pinky swear it!

Years ago I left that dealership. My current dealer has some nice perks, but they are obsessed with getting customers in their cars and on the road. They have stayed focused on their brand promise around the driving experience, versus too much focus on a beautiful waiting room space.

I value businesses that help me deliver on my purpose of being a mom, volunteer, and porch rocker. Although my moments are now spent driving to practices and tournaments vs. holding and feeding, and I am rockin’ the front porch vs. a baby and corporate career – every. single. moment. still. counts.

Happy Mother’s Day! It doesn’t have to be fancy for you to enjoy the moment.

In 2000, when I was young and an idealist, I was working at an agency. The principal there had a mantra: “In marketing there are three ways to do things – good, fast and cheap – you can pick two.”

I didn’t get it, and for years, I tried to prove the pick two mantra wrong, without success.

Today, and hundreds of projects later, here is my official acquiescence and nod to the marketing professional that laid this out so succinctly.

The mantra is true. You cannot achieve good, fast and cheap. You must pick two.

I find this mantra is true across many spectrums. Case in point: I love to cook. Let’s take this approach and apply it to cooking:

Weekday dinners at the Hickman Home

• Good and Cheap: BBQ smoked chicken thighs with roasted root vegetables, 4 hours, $3 per serving
• Fast and Good: Cauliflower rice veggie bowl with turkey, 30 minutes, $5.50 per serving
• Cheap and Fast: Macaroni and Cheese with canned chicken, 15 minutes and $.87 per serving

Not into cooking? Apply it to your passion and see how it holds up.

Here are some recent projects on the Porch where the mantra held true:

• Good and Cheap: The GEM social media strategy which leverages optimal posting times and post sharing. We have been successful keeping social media channels current, fresh and relevant – all while meeting budget.
• Fast and Good: TodoModo Group trade show in December. With a two-week turnaround, we lovingly call this our Holiday marketing miracle.
• Cheap and Fast: “Not good” is not okay with us. Recently a prospect’s budget and timing didn’t work, and while we were grateful for the opportunity, we graciously declined.

We are tenured professionals dedicated to your business. We’ve run the course of projects from marketing strategy and planning, brand development, brand refresh, global internal and external communications, CSR, sustainability, operations in retail, fashion, real estate, restaurants, construction and more. We’ve got you covered with experience and expertise.

Join us on the Porch! Pick your two and let’s rock!

Spring has sprung and Q1 2017 branding and marketing is about to come to end, friends! We love the feel of the sun on our shoulders, all the blooming going on around us, and the hopeful smile that the season puts on our faces! We are happy and excited about, well, everything!

Here is what we have to share:

We’re Having a Contest!

As you know, we are celebrating our sixth year in business with our own version of “Pick Six.” Well this month, in celebration of spring and our giving spirit, we are taking the Pick Six to you, our clients and friends! Be among the first six to reply “Please Rock My World” and you will receive six free social media posts for your business on one social media platform of your choice!

• Six Winners
• Six Free Rockin’ Social Media Posts
• Six Expert Rockers posting
• Six Days in April
• Winners will be contacted on April 6th!

Front Porch Marketing Q1 2017 Branding & Marketing Review

April is the absolute perfect time to review your Q1 branding and marketing efforts. Are you meeting your goals? If not, it’s time to quickly re-collaborate for Q2. Here is a refresher on metrics vs. analytics. Call us if you need to take an objective look at your results.

SEO and PPC Benefits

When it comes to boosting traffic to your website, Search Engine Optimization (SEO) and Pay Per Click (PPC) are hugely beneficial. Need further convincing? Call us. We would love to chat about it. We are currently rockin’ it for our new clients OLLI at UNT and Women’s Business Council Southwest and loving every minute of it!

Fresh Branding and Marketing Initiatives

Spring into your next marketing initiative with a fresh brand look and feel. Why not update your marketing material creative and messaging? We are proud to partner with new client Owens Machine and Tool Company to do just that for a recent trade show.

Texas CEOs Rock!

Our Chief Rocker heard a refreshing and uplifting outlook on the Texas economy for 2017 and 2018 recently at the 2017 Vistage Executive Summit by Alex Chausovksy, senior analyst, ITR Economics. Also at the Vistage Summit, Roy Spence, co-founder and chairman, GSD&M, shared key insights and lessons from legendary, purpose-inspired leaders he’s worked with over the years. He presented actionable ideas to inform making decisions that support your Core Purpose. Decisions that build a business—and a life—of success.

As Always …

We are grateful for so many things – a Q1 2017 branding and marketing jam, our rockin’ team, amazing clients, faithful advocates, collaborative partners and truly great friends. Thank you for the many referrals! Keep them coming!

Follow us! Join our blog nation here, follow us on Twitter, Facebook, Instagram and LinkedIn!

Here on the Porch, social media marketing is king. A strong social media plan is key to a healthy, robust presence on-line – which in turn leads to increased brand recognition, increased brand loyalty, more traffic, and ultimately more customers.

Using social media to grow your business can seem like a daunting task. But it needn’t be! Here are our 6 top tips for developing a strong social media presence:

• Have A Social Media Plan for Each Channel. Please people, don’t just create one type of content and blast it across every social platform! Identify your audience and your goals for each platform – they are very different creatures. Ensure your posts are true to your brand and strike the tone you wish to convey. Develop a calendar and stick to it.

• Create Meaningful Content and Deliver it Consistently. Quality content that excites and engages is worth its weight in gold. Make sure everything you post is valuable, relevant to your audience, helpful, and/or entertaining. And get it out there consistently!

• The Key Word in Social Media is Social – Interact! Engaging with other users on a regular basis is key. Like people’s posts. When people comment, reply! Comment on other people’s posts. Retweet. Give people a shout out! Encourage communication and conversation.

• Optimize Your Content with Visuals and Links. Visuals grab people’s attention, so don’t neglect this important piece of the puzzle. Photos, infographics, memes, videos – all valuable tools. Mix it up. Then don’t forget to drive traffic back to your site! Always link back to your products and services.

• Blog, Blog, Blog. We can’t stress this enough. Develop blog posts that are easy to read,  highlighting ideas that are interesting and thought-provoking. Creating original content in the form of blogs is a win-win! Don’t become overwhelmed, blogs don’t have to be long. Just do it!

• Get Your Entire Team In On the Action. Everyone has a valuable point of view and cache of experience, so encourage everyone to help your marketing efforts. Get them to blog and share their expertise. At the bare mimimum, ask them to follow and comment on the social profiles of your company and your clients.

We always say, marketing is more of an art than a science, and that is true! Take the human approach when developing your social media strategy – it will pay dividends!

What should I blog about? I asked my friend, as we texted this afternoon. “Instant connections,” she said. “Whether it’s a business or a personal relationship. Like a friendship born in a seedy Grand Prairie volleyball warehouse.”

It’s true. We became friends three years ago in a cold, remote, loud volleyball warehouse where we spent an entire weekend watching our daughters play for the same club team. We bonded quickly over our disdain for the helicopter parents in attendance and the absurdity of the diet our girls were forced to adhere to. By the next tournament we had a wagon full of inside jokes that we shared … and we were off.

Today she is one of my very closest friends, even though our daughters are no longer close, and volleyball is but a distant memory.

What causes people to gravitate to each other? And what enables those authentic connections to endure? The same can be pondered in business – what causes people to gravitate to businesses or brands and maintain that loyalty?

Brand loyalty doesn’t happen by accident. Brands that cultivate loyalty find ways to emotionally connect with their customers. How is this accomplished? Here are three things to consider:

1. Focus on what your brand does best. If you try to be all things to all people you’ll end up being nothing to anyone. Be bold. Be unique. Differentiate your brand around what makes you, YOU.
2. Serve your customers. Wow them. Take care of them. Listen to them. Serve them. Give them reasons to come back to your brand again and again.
3. Determine what your brand stands for and deliver on your promise. You must become relentless in your dedication to deliver on your brand promise. Every day.

Creating authentic connections and maintaining a successful brand that brings loyal customers to your door is key. Does your brand measure up?

We are passionate about branding here on the Porch! If your brand isn’t speaking to your customers the way it should, give us a call. We can help.

Customer experience is a daily topic on the Porch. Those who know me are probably like “smh” that I would say I learned about customer experience from Disney Princesses ‘cuz mama be like, Hey, Cinderella, what’s the story all about … you know, the Suzy Bogguss song?!?! No? Well, Google it …

Did you know Millennials ranked Disney number one in the latest Brand Intimacy Report***?

***Survey was not by the Porter family nor was the Porter family surveyed for this report.

Why did they rank Disney number one you ask? Millennials tend toward “escapism and the need for respite” during this point in their lives. Disney delivers. The Disney brand rocks it with Millennials, children, teens, parents, grandparents and everyone in between.

My latest experience at Disney World brings me back to why the most powerful brands are the ones that have mastered customer experience, among other things.

Three customer experience takeaways from Disney:

1. Hire people who love their jobs and continually give them reasons to love it. They have to love it. There are people of all ages touching Disney Princesses and their hair and clothing for hours on end. Random lils asking questions about the Princess’ movie or last episode of their Disney Junior show. Upon each interaction, there were smiles and dialogue about the show and questions about whether they liked the outcome of that episode or if they knew what Belle’s favorite book was. My favorite answer, “Yes, princess, your hair is the same color as mine.” Swoon.
2. Consistently deliver on the brand at every touch point. When you call the front desk or housekeeping or the restaurant at a Disney property, you always hear, “Welcome home.” If you ask, “Are you open tomorrow?” You will most certainly not hear, “We are off tomorrow. Sorry.” Take note friends.
3. Words your team speaks matter. You are called your highness or majesty. Your children are called princess or prince or your highness every time you turn around. How can you not love being at Disney?

Customers and clients are the new royalty. The quality of customer experience you must offer to compete in your market and win is of the utmost importance — now more than ever.

Dream big marketer. Be A Champion.

Disney, you got me hook, line and slipper.

Valentine’s Day, Saint Valentine, and the history behind it all lies in somewhat of a mystery. Today, it seems as if this is just a holiday created by a card company that reminds millions of people all around the world that they need to purchase something romantic and sometimes expensive for their significant other.

Yet, it’s not true. The biggest misconception about Valentine’s Day is that it’s supposed to burn a hole in your pocket. You don’t need to break the bank to give that special someone that feeling of being wanted, you just need to show them that they’re on your mind.

Let’s rewind back to when we were in grade school for a moment, or for those of you that have young children, this will be quite applicable. Remember, each year on February 14th, you would put on your backpack stuffed to the brim with little Valentine’s Day cards that usually had a piece of candy in them. There was one for each student in the class, nothing exclusive. Although you may not have known all the students in your class, it was exciting to receive a little note from everyone. It was the thought that counted. Now, that’s what I believe Valentine’s Day should be about, the thought behind the message, even if it is just a simple one.

I believe that companies can learn something from this! Companies can promote their business while also providing social media users with that warm feeling of getting a Valentine in grade school by creating shareable content this Valentine’s Day. Since the invention of the “Share” button on Facebook, there are quite a few ways to spread this thoughtful holiday. Imagine a Facebook notification popping up while you’re in class or at work from that person you’re thinking about on Valentine’s Day. Even if it’s a corny message, you’ll get that warm, fuzzy feeling. On top of that, you’ll create a positive association with the brand that made the Valentine that you’re proud to have on your Wall.

Another way to utilize this shareable content in through Snapchat, and my favorite campaign I saw a few years ago was something Taco Bell created. Taco Bell generated simple Valentine’s Day cards, similar to those we received in grade school, but digital, and had a space open for “to:” and “from:” The company really went back to the basic meaning of Valentine’s Day, to send a kindhearted card that showed others that they were being thought of.

So this Valentine’s Day, get back to basics! Thoughtfulness still reigns supreme.

It’s not easy being green.

Or is it? The Pantone Color Institute has announced that Greenery is the official 2017 color of the year, number 15-0343 to be exact. And as a graphic designer, there is nothing I love more than a new source of inspiration.

In the world of marketing, color has a way of evoking feelings and attitudes toward companies and their brands that words can never quite achieve on their own. Color brings about meanings and connotations that cause the viewer to associate that brand with their unique personal experiences. Whether it’s the specific Pantone shade you have chosen for your company logo, the background hue of your website, or the paint on the walls of your store, color is powerful and can have an immense impact on the way customers perceive your company.

To complicate it even more, color works in harmony with shapes, graphics, and images to portray your brand or company. Color can increase brand recognition and symbolize meaning behind words. A fiery red portrays vibrancy and energy, while a cool blue conveys relaxation, loyalty, and tranquility. Even the names of colors matter. Research has shown that people prefer a mocha sweater over a brown one, and lemon colored plates over yellow ones. Even when they’re the exact same shade! There is actually a chemical reaction in the human brain that produces an emotional response to color. This reaction triggers various thoughts, memories, and associations. And when it comes to your brand, of course you want to make sure you are triggering the reactions you are looking for.

But what about this fresh new hue? What does green represent? It’s known for all kinds of things! A green traffic light means go. “Going green” means being environmentally conscious and recycling. “Feeling green” can mean you are sick, and “green with envy” symbolizes jealousy. Green also represents growth and rebirth. But what about this particular shade? Pantone describes Greenery as a refreshing and revitalizing shade, and symbolic of new beginnings. They say it is a fresh and zesty yellow-green shade that evokes the first days of spring when nature’s greens revive, restore and renew. Illustrative of flourishing foliage and the lushness of the great outdoors, the fortifying attributes of Greenery signals consumers to take a deep breath, oxygenate and reinvigorate. What a rich and inspirational color!

Here’s a fun fact: did you know that there are more shades of green than any other color? Think of all the shades out there: lime green, avocado green, army green, emerald green, grass green, to name a few. There are so many green things to love:

• Green foods, like avocados, zucchini, broccoli, cucumbers, kiwis, limes, pickles, pears, and even green M&M’s (Legend has it that they are an aphrodisiac, or so we hear!)
• Lucky four-leaf clovers, and leprechauns on St. Patrick’s Day
• Sparkling green emeralds
• Evergreen trees, fields of grass, and lush foliage outdoors
• Green animals, such as frogs, geckos, turtles, lizards, snakes (ok, maybe not snakes)
• Money, also called greenbacks
• Legendary characters like the Incredible Hulk, the Grinch, Peter Pan, Shrek, the Jolly Green Giant, and Kermit the Frog

A few of our other favorite green things, here on the Porch:

Feizy green pin-striped rug (Duprine Collection), green juice from The Gem, and green jewelry from Ellen Hoffman Designs. We love green so much on The Porch, we even rocked it for our most recent team photo.

So next time you’re thinking green, or feeling green, or seeing green, try to remember how much color matters, and what it can do for you and your company. It is always smart to consider whether it’s a good time to rebrand yourself. What color is going to be the source of inspiration for your brand this year?

The term “Pick Six” has long been associated with big success:

• In horse racing, Pick Six is a wager in which a bettor picks one horse in each of six races, leading to a big payout.
• In football, Pick Six refers to an interception (pick) being returned for a touchdown.
• In lottery terms, Pick Six refers to the big payout that occurs when six regular numbers are picked.
• In wrestling, Pick Six is a ranking system used by the Ring of Honor to determine championship contenders.

Big. Successes.

And so, in honor of our sixth year in business, we on the Porch formulated our own Pick Six … for business success, big success!

1. We’re picking Brand Architecture. It’s so important. When was the last time you really evaluated your brand? Is it due to be re-visited? We can help you look at it in a fresh way to ensure you are capitalizing on what makes you unique.
2. Number two on our list of picks: What have we been up to on the Porch? We had an extremely rewarding experience (and an absolute blast) at the PowerGen Trade Show in Orlando with our rocking client, TodoModo. Check out our blog about the experience!
3. Number three involves talking, and lots of it. What have we been talkin’ about? Maximizing your marketing! We spoke about that very thing at the Arlington Board of Realtors‘ Meeting January 27th.
4. What we are off our rocker about? The Super Bowl! The Atlanta Falcons and the New England Patriots will face off in this colossal battle February 5th and we know what we will be serving at our soiree: The Barefoot Contessa’s Parmesan and Chipotle Popcorn, a chili bar (seriously genius idea – thank you Food & Wine Magazine) and Iron Skillet Peach Crisp. A Texas menu if we’ve ever heard one.
5. Highlights from the Porch Team bring us to our number five pick. Our rocking’ interns, Grace and Rachel, have been an impressive breath of fresh air around here – and we are enjoying watching them weigh their next steps, as their graduation dates are rapidly approaching!
6. And our final pick: The power of the referral in gaining new clients. We are continually amazed and humbled that our Porch family continues to grow through marketing and referrals. Thank you for all you do to keep our Porch rocking!

Please keep those many referrals coming. We are so grateful. Join us on the Porch via Facebook, Instagram, Twitter and LinkedIn. Subscribe to our blog here.

Thanks, friends, for riding the sixes with us. Here’s to another wildly successful year!

The beginning of a new year is always a great time to have a brand review and create a fresh approach to achieving your business goals. Growth is always a goal for any business, but as your business grows and develops, you need to check and see if your brand reflects the business as it is today – not what it was last year or the year before.

Here are some tips for checking up on your brand for this year: 

• Does your brand reflect the personality and values of the company? If you don’t think it does, customers certainly won’t either. While the mission, vision and values of your company shouldn’t change often, shifts in your business or marketing strategy may affect the brand. A brand review gives you the opportunity to align it with your mission and vision so that you are connecting with the right people and growing your business year after year. Integrate your brand into everything you do – from answering the phones to your website design to your business cards – every customer touch point needs to be considered.
• Get feedback from external sources and be aware of how your company is perceived. People make decisions based on emotions so you need your brand to emotionally connect with your audience and feel assured that they know the who, what and why of your business.
• Review your brand standards and make sure every element translates across all delivery channels to ensure your brand is consistent.
• Define your key messages and make sure every member of the team knows what they are so they are aware of and can effectively communicate your brand attributes.

Completing an annual brand review will ensure that you are staying true to your brand, which will help ensure customers come back again and again.

Come see us on the Porch if you are in need of a brand review. We can ensure that your strategy and activities are aligned with your brand to maximize success!