Not Fulfilling

It usually takes a lot of work to turn a prospect into a first time buyer, let alone a customer. After all of that, why do so many organizations drop the ball at the one yard line and fail to properly fulfill the order?

Cases in point:

In the current (2008) Presidential Campaign, MoveOn.org is soliciting interest by offering free Barack Obama stickers and buttons on various web sites and search advertising. Curiously, especially for the late stages when the campaign is in high gear, the buttons come with the qualification that they will take 4 to 6 weeks to arrive. More curious, is that at the time of this posts, 10 weeks, they still haven’t arrived (If they ever do, we’ll update this posting). Neither the McCain campaign nor the Republican National Committee appear to offer anything for free, so we couldn’t go a comparable test. Clearly non-delivered buttons are not influencing undecided voters.

The One Laptop Per Child (OLPC) Foundation, created a lot of interest and buzz, when it announced its initiative to provide cheap portable computers to children in developing countries. Its $100 computer subsequently became its $200 computer, which cost $ 400 in the US, because a buyer had to donate the value of one computer to get the second one for himself. Regardless of the price, a significant number of the computers, were frequently lost, shipped to the wrong address, or simply not delivered. OLPC’s reputation and donations suffered. (They have formally acknowledged that fulfillment is not their competence and are outsourcing this to Amazon.com.)

All of us could add to this list. What gives? From our work with direct mail catalog merchants, we’ve seen that packing, shipping, tracking, taking returns, not to mention managing inventory, are demanding yet unglamorous. When fulfillment works, we seldom reward or even acknowledge it. On my wall calendar, October 22 is unclaimed. Perhaps we can make it National Celebrate Fulfillment Day.

Off-Web Webcast

When is a webcast not a webcast? Webcasts - whether videos, interactive presentations, or some other form of multimedia - are usually available to anyone with an Internet connection. They are typically “free” as long as the viewer is willing to fill out a registration form. Even though “free”, the challenge is usually to attract an audience, not mention retaining them for the length of the webcast.

Novelist Philip Roth will discuss his latest book, Indignation, in a webcast this week (7 pm, EDT, Tuesday September 16th). In my opinion, Mr. Roth is a considerable talker as well as writer, so this should be worth viewing. Yet you won’t be able to watch from your home or office computer. The event is a virtual book tour, which will take place simultaneously on the books publication date. This web cast will be private and can only be seen in fifty book stores around the country. The online world and virtual book stores, most noticeably amazon.com are not on the tour.

As with, for example, in store parties for the latest release of Harry Potter, this is an attempt to make the real world more interesting than the virtual and substitute the community of a live audience (ironically for a virtual event) for the community of a social network.

Why the Sour Face Gerry?

Microsoft’s new $300 million campaign will be hard to miss. Don’t watch much TV, the ads will be on the net. You can catch them on web properties of MSN as well as YouTube.

The commercials star Gerry Seinfeld and Bill Gates. As such they are newsworthy and get far more exposure than Microsoft has paid for. So far so good, but what is the message, the positioning or even the emotion Microsoft is trying to convey?

As humor, the spot is uneven. Some the dialog such as the parking lot scene where Gerry gushes a bit too reverently about mind melding of Gates’ “Jupiter sized brain” goes nowhere. In contrast to his campaign for American Express, Seinfeld seems a bit out of form.

Microsoft has long been identified with Gates, but the commercials come just as he is leaving active management of the company. Possibly it is an attempt to humanize Microsoft, often referred to by competitors and customers alike as “the evil empire”. The richest man in America is just as cheap as the rest of us, who buy shoes at a mall outlet.

Are you felling better about the Microsoft brand already?

The Fifth P

Marketing text books write of the the marketing mix of four Ps. These are usually specified as product, price, place, and promotion. A fifth P belongs to this framework - passion. It or its lack often determines marketing success. A vivid though unusual case of this is given in the current movie Man on Wire.

The film chronicles acrobat Philippe Petit as he recruited, planned, organized, and ultimately succeeded at staging an event - walking on a wire between the towers of the World Trade Center.

Most such efforts, like most new products fail. What is so vivid is how Petit overcame the usual list of insurmountable obstacles by infecting the entire team with his own passion and optimism.

This contrasts painfully with the glum feelings and gallows humor we sometimes find around ailing products. Why should a customer want a product, which you or your staff can’t be passionate about?

The Texting of a President 2008

The title draws from that of a book about political marketing – The Selling of a President 1968. That books author, Joe McGinnis, was upset not just with Richard Nixon (about who you can make your own judgments), but with the notion of candidates as products. Products to be marketed at that.

The candidate as product is no longer novel or controversial. Yet despite the record expenditures and length of this presidential campaign, little interesting marketing has appeared in the 2008 campaign. Enter the pregnant text message.

The Obama Campaign’s tactic of heightening interest in the vice presidential candidate by informing voters of the choice directly by text message is intriguing. It bypassed the established news media and attempts to make a connection directly with voters. The audience who signed up for this message - excluding the small percentage of media types, Republicans, and students of politics - is a potential nucleus of committed fans and product evangelists. They became a bit more involved with the product by being first, though I doubt many were at their phones at 3:00 am when the message came.

Text messaging can be a problematic medium. Spam messages are even more inconvenient on a phone than a computer. They also add injury to insult, because recipients without an unlimited message plan have to pay for the offending messages. The text message section of Obama’s website is a very good example of permission marketing. In a single page, it shows how to sign up for different levels of content from the one time to the occasional to the frequent, an assortment of free ringtones, and a simple one step procedure to unsubscribe.

The Obama text message also emphasizes a difference with John McCain, who notoriously uncomfortable with email. McCainSpace, McCain’s own social networking site is, to my eyes, less usable and engaging. McCain himself seems ill at ease in the welcome video on the home page. In my tests, the site was surprisingly sluggish.

At a dime a message, this campaign may have something for us marketers.