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.

Have you heard? This year marks our five year anniversary of doing business on the Porch! And in honor of this milestone, we are keeping the “Five Train” rolling! So hop on board, we’re sharing five things we LOVE to do each and every day! 

So how DO we love to spend our time?

1. Branding – And more branding. It’s the cornerstone for every bit of marketing we do, branding is everything. We love taking clients through our thoughtful brand architecture development process, just as we did recently for Spa in the City. Getting clients started off on the right foot, with the right message, is a great passion of ours!
2. Marketing Plans – After the branding process has been completed, development of a creative and thorough marketing plan follows. Front Porch Marketing’s most recent plan development for The Younity Group was a completely rewarding exercise.
3. Email Marketing – Helping our clients reach their customer base with content-rich, targeted email marketing is critical to their success. Our client partnership with PeopleResults has yielded a highly successful email marketing program. See their latest email blast.
4. Social Media – An integral part of any marketing plan, social media is where we truly rock. Maximizing our client’s presence across multiple social media channels is downright fun. Take a look at The GEM‘s Facebook page for proof of our social media love affair!
5. Mentoring Future Marketing Rock Stars – Such as Sarah Kreuger, our Kid Rocker. Sarah spent the summer as one of our interns, and we loved having her on board. Check out her absolutely brilliant blog, “The Presentation: Marketing to the College-Bound Generation” – this girl just gets it!

We LOVE branding. We LOVE marketing plans. We LOVE our clients. We LOVE our business. We LOVE rocking’ it! Thanks for taking the ride with us!

And last, but not least, we would love for you to join us on Facebook, Instagram, LinkedIn and Twitter.

We. Are. So. Feeling. It.

Our five year business anniversary of making branding and marketing rock for our amazing clients has made us totally mad about the number five. FIVE. 5. Cinco.

And so, in keeping with our five obsession, we present Five Rockin’ Things We are Doing for Clients:

1. Development of the Todomodo Website: TodoModo is a consulting and investment firm. We were able to get in on the ground floor with them – we started with the branding process, defined their brand strategies and then translated it to this site. We loved working with them on this and are continuing to be the company’s marketing partner! We wrote and ran this release on the wire for them among other things.
2. Ellen Hoffman Designs at the Accessories Circuit: Ellen, the doyenne of Ellen Hoffman Designs, is a wildly talented jeweler that we are privileged to work with. We promoted her at the Accessories Circuit at the Javitz Center in New York.
3. The Gem Yelp Event: The GEM welcomed elite Yelpers to a mini “Day in the Life” event. Yelp promoted the program as an educational “how to” series.
4. Feizy Rugs Shows at High Point Market: At a champagne brunch at High Point Market, Feizy Rugs and the finalists in its Haute Trends^TM design competition revealed the initial designs for the collection. Each designer’s initial Haute Trends designs are featured on the Feizy website.
5. Vistage: For the past year and a half, our Chief Rocker has been a member of Vistage, which is a fantastic organization that brings together successful CEOs, executives and business owners and groups them into private peer advisory groups guided by expert executive coaches. These peer groups and coaching sessions help members solve their most pressing business opportunities.

We love our clients. We live for our clients. And there’s nothing more gratifying than helping clients rock their businesses!

Highs and lows in life are inevitable. Things change, our realities shift and sometimes we find ourselves in a low cycle. Although these times in our life are never fun, they offer tremendous opportunities for growth. When you find yourself facing adversity, look for these silver linings:

1. You will find strength you never knew you had. Often times we fear the worst case scenario and wonder how we will handle failure. The answer is, you will be fine. You will persevere. And discovering this truth is empowering.

2. You will find your people. During tough times, look around. Who is there supporting you? Really supporting you? These are your people. Everyone else is periphery. Again, this discovery is a gift.

3. You will simplify your life. In times of confusion and strife, simplification is necessary. You must focus on only what is truly important. Everything that isn’t important falls away.

4. Your character and conviction will get you through. Regardless of where you find yourself, there is a reason. Stay the course. Remain true to what you know is right and honorable. There is peace in this.

It’s during hard times that we learn the most valuable lessons in life.

Silver. Linings.

We all recently celebrated Thanksgiving, spending the day focusing on what we’re grateful for. But it shouldn’t end there. Gratitude is not a moment, not a day, not a week, but a way of life.

There are obvious things to feel grateful about – food, shelter, family, friends. But don’t stop there. Be mindful. What does being grateful really mean? Where did the feeling come from?

According to The Gratitude Experiment, focusing on gratefulness and expressing gratitude raises our level of well-being and happiness. In an experiment, a test group was divided into three, with one group directed to journal gratitude, one group directed to journal the things that irritated them most during the day and one group was allowed to choose their focus. Not surprisingly, the group focusing on gratitude had a much greater sense of well-being. Statistics show that cultivating an attitude of gratitude increases overall happiness by 5%.

Dr. Robert Emmons, professor of psychology at University of California, Davis is leading a research team to quantify the causes of gratitude and its effect on health and well-being. They feel strongly that it begins with children. If we can raise grateful children, we are way ahead as a society.

Our friends at The Gem also focus on gratitude as part of their recommended daily regimen. It has a place of honor in the daily GEM journal distributed during their “Day in the Life” series. In fact, it is part of the mentality surrounding their brand. As an element of integrative nutrition and holistic living, gratitude is near and dear to the heart.

There is always something vying for our attention. The holidays bring commitments and distractions, professional to-do lists are ever-growing, our culture of connectivity brings with it no shortage of dismal world news, anxiety over the economy and political positioning, and the responsibilities of our home lives loom large. But take a moment at the end of each day and reflect on at least a couple of things to be grateful for. Some days it will pour out. Some days, you’ll be lucky to be thankful for the roof over your head. With practice, it becomes easier.

As a member of the rockin’ team on the Porch, we are actively and mindfully grateful for our wonderful clients and the chance to have an impact on their business and grow with them.

What are you grateful for?

You’ve gotta have a plan. And when starting a new business, everyone knows that you need a strong business plan. But for some reason, many times business owners forget about a marketing plan, which is just as critical to the success of a business.

A marketing plan focuses on how you are going to get the customers you need to survive. It’s your plan of action – what you are going to be selling, who is going to buy it and how you are going to reach those potential customers and convert them to sales.

Here’s how to create a marketing plan that works:

Who are you? Define your company, the products or services you offer, and what sets you apart from the competition. Positioning your product requires a complete understanding of the market segment you are entering. You must know what your competitors are offering and what makes your product or service unique or a better value.

Include an overview of your company’s strengths, weaknesses, opportunities and threats. Strengths and weaknesses will be factors within the company while opportunities and threats are external factors.

Who is your target audience? Describe your prospective customer – this can be done in terms of demographics or by lifestyle. If you’re marketing B2B you may define your target audience by the type of business, size of the business, job title or any other factors that make them potential customers. It is important to know exactly who your target customer is in order to plan your marketing strategy.

What do you want to achieve? Write down a list of measurable goals.

Develop strategies and tactics. These are the guts of your plan! Focus on reaching prospective customers at all stages of your sales cycle, whether they are cold or warm prospects. Outline your primary marketing strategies, then include a variety of tactics you’ll use to reach prospects at any point in your sales cycle. This should be a combination of several tactics that can include social media, traditional print advertising, online advertising, blogs, customer events, loyalty programs and email marketing. It’s important to know which media your customers and potential customers will go to for information on the type of product or service you sell.

Remember, a great marketing strategy needs to be realistic and implemented consistently over time. Building brand awareness takes time and patience. If you need a guiding hand, we on the Porch can steer you in the right direction!

In the latest installment of my never-ending quest for more energy and mental acuity, I recently turned to our friends and clients at The GEM. Nature and age have a way of guiding those ready to hear the call for a healthier lifestyle.

While inspiring, I didn’t feel ready for a juice cleanse. But I was delighted when The GEM offered the chance to experience a gentle route to health and well-being in their newly launched  “A Day in the Life of a Gem” series. A Day in the Life is a four-part series led by Chief GEMologists: Leslie Needleman, Mary Kathryn Bass, and Maury Neirling.

And let me tell you, It’s been an eye opener.

I have learned that in addition to juice and cleaner eating, there are other elements to this whole GEM lifestyle thing. And guess what? It makes a huge difference.

I love to cook (full disclosure: In my opinion there is nothing that wine or a stick of butter can’t fix!). And while I have always been cognizant of the importance of eating healthy, what I thought was good nutritional value at our dinner table couldn’t live up to the nutritional standard I learned about at The Gem.

My biggest concern going into this was the food itself — because for me, food means comfort and an expression of love for my family. And I asked myself, will this satisfy my taste buds or ruin my cooking mojo? And if so, is it worth it? So, I set about this with a tiny bit of skepticism. And I am happy to say, it was unfounded. I couldn’t have been more wrong.

Each session starts with a delicious sampling of Gem fare. The savory lentil soup in a quinoa salad, topped with a dollop of smooth, fresh jalapeno pesto scaled my taste buds like an episode of The Chew. And the nutritionally dense, but creamy and flavorful Tahitian Pearl smoothie was beyond delicious. I have been impressed with just how good it all tastes, all while following the 80/20 rule: eighty percent plant based foods.

After a light bite, we move on. We learned about the importance of water – the right kind of water. Filtered water. Thirty two ounces first thing in the morning to flush the system and then consistently throughout the day. It’s surprisingly easy.

A lot of the other things covered I was already doing. Excercising every day? Check. Stretching every day? Getting there. Supplements? Yes, but they have helped me make some healthy tweaks. Buy organic? Mostly. But it was interesting to learn how important it is to buy grass-fed meats. And, to find out how little we need dairy. Your mother’s food pyramid has changed.

Some things have proven to be a little more difficult. Under duress, I gave up my artificial sweetener. That hurt. And, I’m still wrestling with swapping wine for calm tea.

What’s especially nice is that the series is broken down into sessions focusing on a specific part of the day. We started with morning, and the late session covered mid-day. Having a week to practice everything between sessions is very useful and allows time to incorporate changes into your routine.

We walk away with three focus items each week.  And the Gem team is always available to answer questions.  You get the feeling that they genuinely want everyone to experience the vitality that comes with making a few changes. It’s not just about juicing, it’s a lifestyle and it’s hard not to walk away motivated. I’m looking forward to next week’s session on Pantry Cleanout and Kitchen Essentials.

The Gem Mantra is “Diamonds on your Inside”. I may not be shining bright like a diamond yet, but I do feel more energetic and focused. There is a reason this brand is so successful!

Friends, it may be time for a branding and marketing intervention: We love you. We value you. But sometimes, you need to recognize when it’s time to play in your own sandbox. 

We say it all the time on The Porch, “Branding and marketing are more an art than a science,” and our rockin’ Front Porch Marketing Team has spent more than a combined 80 years honing this art form to make a difference in our client’s businesses.

But we can only make a difference if our clients let us.

Our best clients are passionate, excited about their work, and open to new ideas that will enable them to leap ahead. We tell our prospective clients that we work best when we are partners, not vendors, and are treated like a member of their internal team. We believe in direct conversation and diving in the strategy debate while getting our hands dirty.

So … in the spirit of direct conversation (which is a foundation on which The Porch was built), here are a few recent examples of when you, Ms./Mr. business owner, leader or department head, should rock away from the branding and marketing table … rock far, far away friends:

1. You scribble your logo ideas down on paper and/or mock them up yourself on whatever design software du jour. Design software and a favorite font do not a creative director make. Our team of creative professionals work with our clients through a formalized branding process that crystallizes the brand’s vision and ensures that the brand puts itself out there in the best way possible.
2. You recommend a CMS platform for your website because that is the platform you use to manage your child’s sports team and its schedule. We develop and re-design websites constantly for our clients and their brands. We know what works and what doesn’t. Trust us to make these decisions that will accomplish your business needs and goals.
3. You are going to hire an intern or an admin to manage your social media. Both of those positions are vital to a company’s operations. But neither are qualified to take on something as important as social media. Why not go ahead and have your financial manager do it??? (See what I am trying to say here?)
4. You call a half day meeting with your business consultant, VP of sales and VP of marketing because your VP of sales doesn’t like a showroom sign created by the marketing department. Give the power to the people and let sales and marketing handle their feud that has lasted longer than the Hatfields battled the McCoys.

We believe collaboration is key. Bringing team members in from other departments for planning meetings and brainstorming sessions can add new perspective, create different ways of thinking and spark new ideas. Says Pharrell:

Remember, however, we branding and marketing peeps like to work “in a room without a roof.” So let’s work together! We are fully vested in getting your business the desired outcome. After all, if you aren’t successful, neither are we.

Rock on friends.

Chief Rocker Julie Porter can be followed on Twitter and Instagram and so can her company. Follow Front Porch Marketing on Twitter by clicking here, like us on Facebook by clicking here and follow our LInkedIn company page and Instagram fun.

As our Chief Rocker continually espouses, marketing is not a science, it is an art. There is no one size fits all. It is a continual effort to fine tune your strategy including your message and its delivery.

Like an actor playing to an audience, there is a relationship – the transfer of energy and interaction from stage to audience is palpable. If an actor correctly reads the audience’s cues, the energy feeds on itself. The same holds true of marketing a product or service.

As an entrepreneur or small business, you’ve done your demographic research for your target market – your audience. Don’t fail to use it. This is your chance to tell the story of your brand and your value to potential customers and to let them know what makes your product stand apart.

Content and delivery are both important. And as new apps and technologies are continually evolving, it’s important to remain relevant. There is an element of trial and error. Pay attention to shifts. If it’s not working anymore – move on! Remember to know and address your audience.

Melissa McCarthy’s blunt and physical brand of comedy is a sharp contrast to Helen Mirren’s more serious and dramatic performance. While both are wildly talented and entertaining, they each have different “brands” and vastly different audience appeal. Bridesmaids plays to a very different audience than Queen Elizabeth. Both are great. But, there is an audience for each.

Know your audience. Remember, you are telling the story of your brand. Focus on the artistry of conveying your brand’s voice and message.

It started as a typical day, moving forward, stopping at the store to pick up milk. I back out of the parking spot, turn the wheels to drive forward, and realize I’m stuck. In reverse. The gear shift is broken. After several scrapped knee-jerk plans (sit and wait, don’t move, don’t turn off the car, drive the car home in reverse) the final decision is made.

Tow it. Fix it. Move forward. 

During this brief, chaotic situation, it occurred to me that I take two beautiful abilities for granted; the ability to shift gears and the ability to move forward. Thank you, vehicle, for the head smack. How awful it would be to only move backward!! Unfortunately, we find ourselves looking backward far too frequently.

We can’t redo yesterday, last week or 10 years ago, so why do we spin our wheels in reverse?

Companies do this all the time. All the time. How many times have you heard or said:

• We will not carry zuladings because we tried and they don’t sell …
• We will not invest in social media (insert any marketing tactic print, radio, TV, community outreach, etc). We tried and it doesn’t work …

Decisions made from a rear view will hinder future success. 

A couple of real business examples:

1. In 2009, Starbucks breakfast sandwiches were a hard fast no. Too much aroma competition. “Coffee must win.”
2. For most of this decade, Michaels Arts and Crafts’ only mass reach tool was the weekly insert in the Sunday paper. The company would not invest in anything else because, “Only print worked.”
3. In late 2009 Domino’s Pizza changed its pizza recipe! After almost 50 years. “Yes, please” was not the initial response.

In all these cases, they didn’t let their rear view to deter them from moving forward. Yes, history can repeat and lessons should be learned; but what didn’t work once might work today because it is a new day, with a different landscape, different customers, and different needs.

Business strategy should always be forward-thinking and used to drive success.

Everyone has the ability to shift gears and move forward personally and professionally. If something is broke, fix it! By the way, I rode my bike to pick up my repaired vehicle. And you know what’s beautiful about a bike? It only goes forward.