Naden's Corner

Where do you start your Internet day?

2010-03-06T13:03:00.000-08:00

So where do you start?

When you first jump online, what’s your ‘leaping off’ point? For many of us, it’s the usual suspects: Google, Yahoo, Facebook, Wikipedia. Oftentimes, it’s the default that came pre-loaded with our operating system.

A forgotten portal (home page) that may be making a comeback is MSN. Microsoft’s recently made some noise in the interactive space with its Bing search engine. Since Bing’s US launch in June of last year, Microsoft has increased its US search engine market share. According to Wikipedia, Bing increased its ‘search share’ from 8 percent to 11.3 percent in the last 6 months of 2009.

Microsoft first got into the search game in 1998, but was quickly dwarfed by Google and its meteoric rise. I am an avid Google user for searching, but I'd really like to see someone push the mighty company to make the search behemoth even more competitive. Maybe Microsoft's Bing is that answer.

I’ve ‘tested’ other home pages over the years (iGoogle, My Yahoo), but I’ve stayed true to MSN.com. The others have certainly presented more appealing offerings from a usability, look and feel, and content standpoint, but MSN became familiar – and I’ve stuck with it.

I noticed something different during a recent visit to MSN.com. It was like someone moved my remote control – something just wasn’t right. A large ‘The new MSN is coming’ banner screamed at the top of the page: ‘CLICK ME’. I couldn’t resist.

So before I give my breakdown of this bright and shiny MSN.com, do me a favor and tell me 2 things:
1. Where do you start your Internet day? Why?
2. Check out the new (Preview) MSN and let me know what you think.

Stay tuned for next time when I’ll review the new and improved MSN.com.

Until next time,
Dan Naden

Hyatt's Lost Pines: THE place to vacation near Austin

2010-02-24T06:48:00.000-08:00

Nestled amongst the 'Lost Pines' of Central Texas is a true gem -- the Hyatt Regency Lost Pines Resort and Spa. My wife and I had a chance to chill for a few days at this beautiful, rustic destination.

I had visited this location once before for a convention, so I was very aware of the allure of the scenery. Being there for 'business' was good, but 'pleasure time' was 'AAAAAHHHHHHH'.

3 'experiences' soar to the top from a memorable weekend.

Giddy-up: It was a beautiful Saturday afternoon and the Hyatt presents a litany of options for the 'relaxed' guest: rafting, archery, kayaking, and much more. The most appealing selection for us on that day was horseback riding. My wife and I had 'limited' rides under our belts, yet we loved the special trail ride adjacent to the majestic Wolfdancer Golf Club (next time -- I'll bring my clubs!). The people at 'Renegade Trailhead' were extremely helpful and kind to us horse riding 'newbies'.

S mores: Both nights of our stay offered a dessert that spells: OUTDOORS. Melt a marshmallow over the fire; surround it with a piece of decadent chocolate and a crunchy graham cracker and you've got a S MORE. Nothing equals Texas under the stars like munchin' a s more by a cracklin' fire. Unbelievable.

Trails in every direction: If you have a few days to visit the Lost Pines Resort, bring your hiking boots. Take a casual stroll alongside the lazy Colorado River or push your endurance with a longer push through the nearby McKinney Roughs Nature Park. The 'accommodations' are exceptional, but you'll be immediately drawn to the meandering trails at every turn.

I highly recommend the Hyatt Regency Lost Pines Resort and Spa. As a 'customer', I was engaged and satisfied throughout my stay.

Oh, one last thing: Tell 'Scarface' (my horse) that I said 'hello'.

I can't wait to visit again soon.

Until next time,

Dan Naden

Learn how Southwest Airlines excels at e-mail marketing

2010-02-16T15:32:00.000-08:00

Southwest Airlines is ALWAYS cited as a customer-focused, fun airline. When I fly Southwest, I know I’ll be uniquely surprised by the pleasant, cheery nature of everyone involved – from pilots to flight attendants and gate workers.

Amazingly, Southwest continues to deliver fantastic service at incomparable prices in the airline industry.

Everyone LOVES a deal (me included!!). I recently signed up for Southwest’s ‘Click ‘N Save’ newsletter in hopes that I could save some money. I’d like http://www.southwest.com http://www.southwest.comnothing better than to open an e-mail with huge discounts to far away exotic places, or perhaps a low rate to visit my brother or parents.

If you own any business (large or small), and are doing (or have thought of doing) e-mail marketing, there’s plenty to learn from Southwest Airlines.

1. Subject Line
Let’s start with the subject line. If your ‘customers’ don’t like or don’t understand the subject line, they won’t open your e-mail – period. You may have the sharpest graphics or the ‘most slick, well-written copy known to man’ within the e-mail, but it is money wasted if the e-mail is not opened.

Southwest’s subject line: Say goodbye to winter with warm-weather travel

This particular e-mail’s open rate in snowy climates like Toledo, Detroit, Chicago, and Baltimore must have been HUGE as workers snuggle in for the long work week. I used to live up north. By mid-February, you are ready for the spring’s triumphant entrance. How many vacation hours do I have left?

2. Call to action
Imagine that you’ve written a wonderful subject line like: Say goodbye to winter with warm-weather travel. Your customer is now taking time out of their busy day to read your e-mail. What are you going to do with those precious seconds?

Southwest nails it within their e-mail by stressing the urgency with ‘3 Days to Save’ and ‘Book by Thursday’. If you were ‘on the fence’ about vacationing, you are now convinced. It is time to pick up the phone and call the wife, husband, or significant other about those vacation plans NOW.

Southwest maximizes the brief window that they have with their customers by gently prodding: DO IT NOW.

3. Pleasant
Sure, this is subjective, but this e-mail just puts you in a good mood for a Monday morning. The color scheme is very pleasing to the eye. Yes, you may have meetings all-day, but Southwest makes it very convenient to take a few minutes and book that vacation that you’ve been delaying for too long.

The imagery - from the wide-pan of the city of Sacramento to the lady lounging on the inner tube – pulls at our emotional strings. To put it bluntly, when I can picture myself in Sacramento, or floating on a tube in the ocean, I am ready to spend money.

Follow these 3 tips from Southwest Airlines and get your e-mail marketing on the right track.

Vacation anyone?

Until next time,
Dan Naden

Want an additive with that? HEB Adds Additech’s Fuel Service to its Gas Pumps.

2010-02-08T19:38:00.000-08:00

I make it part of my weekly routine to fill up the ol’ Ford at the HEB. I stock up on groceries and then ‘fill er’ up’ at the ultra-convenient gas station – just about a touchdown pass away from the monstrous HEB.

A recent fill up had me mesmerized at the new Additech/HEB gas pumps. Yeah, I know, it takes a special kind of person to get excited about gas pumps.

HEB had recently ‘up-sized’ this gas station with a car wash. Now, they were hoping to ‘increase their share of wallet’ with a convenient ‘fuel additive’ service (right at the pump).

I’ve seen the ‘at the pump’ fuel additive service at numerous pumps around town, but it is new to the ‘very crowded’ HEB fill-up station. I’ve never personally ‘up-sized’ my car’s fill-up, but it has piqued my interest. I do have a suggestion that may convert more customers.

I have to ask:
Does a consumer really know that they need this?

If they don’t, how can HEB/Additech educate them that this is a must-have?

How can HEB/Additech push them to make this ‘impulse’ buy at the pump?

I have a suggestion for HEB. I believe this ‘hint’ would dramatically increase the ‘take rate’ on the additive service.

I would introduce a 3rd option (in between the entry-level and premium service). Currently, there are just two ‘fuel additive’ options to choose from on the screen.

By adding a 3rd option, you are establishing a middle ground that many consumers will gravitate towards. Most won’t pick the high-end option (do I really want to spend top-dollar on something I really don’t understand?) or the low-end option (will I get any benefit out of something so cheap?). The 3rd ‘middle’ option moves the ‘high-end’ down and the ‘low-end’ up, creating interest for people who probably weren’t inclined to ‘take the offer’.

This ‘theory’ is expertly presented in a book that I am reading titled: Predictably Irrational. If you are at all interested in how humans think (or sometimes don’t think!), you’ll want to give this a read. There are numerous examples cited that show how the slightest changing in pricing or pricing options can yield huge gains.

I’d love to see HEB and Additech add this option to their fuel pumps. I would think it would help drive more results in this new category for HEB. At the very least, they could ‘test and learn’ their way to better conversion rates in this new category.

Note: I am fascinated by the marketing/merchandising that is becoming commonplace on gas pumps.

In fact, I wrote about this very topic on Naden’s Corner a few years ago.

Until next time,

Dan Naden

Mighty Fine Hamburgers: Now That’s Good Eatin’

2010-02-01T14:00:00.000-08:00

Mighty Fine Hamburgers: A lunch time place with a buzz that’s strong as an alarm clock at 6am.

When I visit a lunch-time venue, I usually evaluate it based on 3 criteria:
1.    Quality of food
2.    Cleanliness
3.    Atmosphere

Mighty Fine Hamburgers, located in North Austin’s Arbor walk shopping center, scores big on all counts.

Quality: I like a menu that’s simple and straightforward. MF Hamburgers does not disappoint. This place does not stray from burgers and dogs and it displays no reason to ‘branch out’. I had the burger and fries and loved it! The burger, brimming with lettuce, tomato, and onions, was tasty and ‘right-sized’. It was a good size to slay my appetite, but did not ‘overdo it’.

Cleanliness: The floors were clean and the tables had that shiny ‘pull up a chair’ look. I was impressed that the staff was diligent and quick to clean a mess from a departed guest. Everything felt ‘FRESH and NEW’ about this establishment. Let’s hope time does not wear off these alluring characteristics.

Atmosphere: By 12:15pm on a weekday afternoon, this place was ALIVE. There wasn’t an empty seat in the house. Word has quickly spread that this place delivers a fine meal. From a ‘sneak peak’ into the burger prep area to the casual cafeteria-style tables, Mighty Fine Hamburgers puts a solid meal experience first and ‘accessories’ a distant second.

I give a BIG ‘thumbs up’ to Mighty Fine Hamburgers in Austin, Texas.

Note: Check out the Mighty Fine Video Remix:
It’s a short commercial clip that goes beyond clever.

Until next time,

Dan Naden
Naden's Corner

Yes, I know that this is the 2nd burger post in a row!!!

McDonalds.com Misses the Basics

2010-01-24T19:22:00.000-08:00

Everyone’s watching their dollars and cents these days. Our family has definitely changed our ways, but , then again, we’ve never been huge spenders.

One food destination that has stayed on our radar screen during the last few ‘lean’ years is McDonald’s. As a little boy, I fondly recall going crazy over a hamburger and fries at the Golden Arches. Now, it is amazing to see this same type of adoration in our kids over McDonald's chicken nuggets. The food is usually decently-priced, high-quality, and fast – 3 characteristics that anyone with small children can shout about at a fever pitch.

Thankfully, the Internet lets you research anything, including our beloved McDonald’s. A few years ago, I’d never think of looking up the price of a breakfast item, or the contents of a McDonald’s Big Breakfast, but today, it is so easy.

A few weekends ago, I wanted to check on those 2 exact items:
1. How much does a Big Breakfast cost?
2. What comes in a Big Breakfast?

McDonalds.com here we come!!

It wasn’t an issue of finding the McDonald’s .pdf menu just 3 clicks deep into the site (this was a snap!!), but the fact that the menu was lacking the Big Breakfast’s cost and ingredients. Wouldn't you think a menu would tell you the contents of a certain breakfast combo item? I realize the price may vary slightly depending on the restaurant’s region, but wouldn’t the ingredients stay consistent?

How was I supposed to make an educated decision about my breakfast selection when I don’t even know what I am getting? Is the Big Breakfast just eggs and pancakes? Eggs, pancakes, and sausage? Biscuit?

Keep up the high-quality, value-friendly meals McDonalds, but we need to see the basics (prices and ingredients) on your Web site to go from ‘good to great’.

Until next time,
Dan Naden

Home Depot Raises This Customer Up

2010-01-19T19:30:00.000-08:00

My Dad is great. When he comes to visit, he crosses ‘home projects’ off the list faster than Usain Bolt. Recently, when our Kohler faucet was leaking, ‘Dad’ determined that it was ‘beyond repair’ and due for a replacement.

I was shocked by this news. Kohler faucets were rugged yet stylish. How could a new faucet (we just had it replaced 9 months ago) already be failing? Thankfully, after some research, we determined that Kohler would honor a ‘full replacement and repayment’ of the faucet. Sounds as simple as a peanut butter and jelly sandwich? Yeah, right.

It turned out that Kohler wanted me to do the following:
· Fax in the receipt
· Take a picture of the malfunctioning faucet
· E-mail the picture to Kohler
· Wait for a response
· ‘Potentially’ receive the good news that Kohler was sending me a check
· Await the check

Did it have to be this hard?

A friend of mine mentioned, “Where did you buy it?”

“Home Depot,” I replied.

“Why don’t you just call them?”, the wise friend answered.

Smart. Very smart.

A prompt call to Home Depot turned into a quick visit to a local store. 5 minutes later my card was credited the full amount for the replacement faucet. The friendly cashier took the defective faucet and said with a smile: “We will take care of everything with Kohler.”. Home Depot turned a ‘UUUUGGGGHHH’ moment into a ‘WOW’ moment. Thanks Home Depot for putting the customer first and making this transaction pleasant and painless. I feel valued as a customer. This sensation in today’s frenetic world is a rarity.

Until next time,
Dan Naden

Retailers Use Music to Drive Business

2010-01-07T12:38:00.000-08:00

Listen.

The doors open and the music starts pumping.

You are instantly in the mood to not dance, but SPEND.

This isn’t your neighborhood dance club, but your local retailer.

A recent visit to a Gap store in the Austin, Texas area had me pulsating to the beat of some fast-paced music. I am not sure what exotic selection was playing through the speakers on that particular afternoon, but it sure put a spring in my step.

Many retailers, including HEB, Crate and Barrel, and Pottery Barn, have gone ‘auditory’ to get you to open your wallet on a more frequent basis.

I would be very curious to see the effects of a music-free store vs. a store with ‘the vibe’ over the speakers.

I did a ‘simple test’ while in the Gap store by plugging my ears for 10 seconds and walking around the store. (Yeah, I got a few strange looks.) The comparison was startling. My whole perception of the store changed. I went from being ‘part of a music video’ (in which I play a starring role) to a bland, startling, quiet experience.

I did some digging and found an interesting article from Home Accents Today that breaks down the topic.

http://www.homeaccentstoday.com/blog/240000224/post/1550007355.html

It gets very interesting when a store segment the day into ‘day-parts’ and suits the music to the various types of customers that visit your store throughout the day.

It is amazing that a position like ‘audio architect’ never even existed like 5 years ago.

Has anyone noticed a store that nicely matches the music to the experience? Let’s hear it.

Are you apt to spend more money when the music puts you in a good mood?

They are ‘dancing in the aisles’ at ………………

Until next time,

Dan Naden

My Sprint Phone Broke Again

2009-12-21T20:01:00.000-08:00

I recently thought I was alone with a problem. (well, my wife’s problem.)

My wife’s phone had broken down (again!!) and I was off to the Sprint store for a quick fix.

After a speedy look-up on Sprint.com for nearest locations, I was off to a local Sprint store.
(Note: Did you know that one of the most popular functions on brick-and-mortar online sites is the ‘find a store’ link? Kinda ironic, huh?

This trip was before the ‘holiday rush’ so I expected a painless visit. Wrong.

The Sprint store was teeming with people, and they did not look happy.

I expected some hopeful faces as they perused the fresh, hot tech goodies that Sprint had to offer this holiday season.

These weren’t people trying to surprise their loved one with a new-fangled smart phone from Sprint, however, these were people with BROKEN PHONES.

Well, I waited 45 minutes for a customer service representative to assist.

As I waited, waited, and waited, 15 people (I counted) approached the ‘greet’ desk and said:

* Yeah, this isn’t working…
* Something happened to this phone….
* Can I get someone to take a look at this?

It was a continual train of tech support tickets entering that Sprint store in early December. The long wait got me thinking....

Now, if there was something to do as I stood near the ‘check-in’ desk at the Sprint store.

Idea:
Why doesn’t Sprint turn this ‘inevitable’ technical wait time into an opportunity? I highly doubt that this deluge of broken phones was an anomaly.
The same in-store technical support line is forming tomorrow and the days following.

Sure, I could browse the main ‘tech toys’ that cover the walls of the Sprint store. This got old after five minutes.

How about putting a Nintendo WII or Xbox 360 in the waiting area as you waited for your turn?
How about a fresh cup of coffee and a snack while I wait? Even the Jiffy Lube gives me this!!!

It is time for Sprint to turn this grueling wait into something fun.

Kudos to ‘Danny’ for finishing this experience strong; he addressed my issue and hooked me up with a new phone in record time after my number was called.

Until next time,

Dan Naden
Naden's Corner

Dyson does it again

2009-11-09T06:17:00.000-08:00

The Dyson vacuum has nearly become a household name. Like Apple, Dyson stands for innovation, quality and customer service. A successful company like Dyson could have settled on being a ‘vacuum cleaner company’. They have their comfort zone, and healthy profits, so what’s next? It is clear that Dyson wants to be known more as an ‘innovation company’. They’ve made another big splash with the ‘bladeless’ fan. Like Apple, they’ve done a brilliant job introducing this new concept to the market.

Who would NOT want to click on this e-mail? (See bottom of post..) Doesn't it make you want to 'scratch that itch'? --It is suspenseful. (it won’t be launched for a few more days) --It focuses on improving our lives (making a familiar device work better) --Don’t you want to be the first to know….and don’t we all want to remove ‘clutter’ from our lives?

We could all learn a lesson from Dyson e-mail marketing and product introduction techniques. Dyson stresses the urgency and makes it very compelling to investigate this new product. I don’t have the numbers as of yet, but I would imagine that this ‘Dyson Air Multiplier’ is selling very well. It takes an innovative, courageous company like Dyson to go big and bold in this economy. Kudos.

Until next time. Dan Naden

There’s a 747 in your garage.

2009-10-31T14:11:00.000-07:00

Passion is contagious. We just want to be around people who believe in a cause and won't take 'no' for an answer. If you can find a way to ignite that 'fire within', you will be surprised what you can accomplish.

A friend of mine gets a charge from the world of financial advice. He’s able to relate the changes in our tax code to the real world. Confused over the many mutual fund option? He clearly and concisely presents the best choices depending on your financial goals.

Another friend of mine really enjoys guitars. He is able to discern how different types of wood affect the guitar's sound. He can look at a guitar and almost routinely recite the make, model, and serial number. He's all things six-string.

These two individuals are experts in their ‘craft’ and display an enthusiastic passion for their area of focus.

The Wall Street Journal recently wrote an article on one man’s obsession with Pan Am.

Anthony Toth grew up admiring all of the specific details and interworkings of an aircraft. In fact, when he accompanied his parents on overseas vacations, he would document all the particulars of the flight attendants, the service, the audio announcements – anything that he could capture.

Mr. Toth’s focus was mainly on the now-defunct Pan Am Airlines. This once-proud airliner shuttled people around the globe in style. This was a day when you got much more than a bag of peanuts for your journey. Linen tablecloths, fine china, roomy cabins were the norm – not the exception.

This passion has consumed Mr. Toth to the point where he has recreated a 747 Pan Am cabin in his garage. He works in the industry for United Airlines and sometimes holds meetings, mixers, and events inside the cabin replica in his garage. This is a man that knows his industry. Never satisfied, Mr. Toth is always searching for that next napkin, straw, or swizzle stick to add to the authenticity of the scene.

How committed are you to your passion? If you are lacking commitment, what changes in your life do you need to make to align yourself with your passion? Everyone has a passion deep inside – the key is to clear away the clutter that is obscuring us from this truth.

Here’s the full article:

http://online.wsj.com/article/SB125650482699406669.html (Subscription Required)

Until next time,

Dan Naden

Have a Focused Day

2009-10-27T19:12:00.000-07:00

The Product Camp Austin event was remarkable (it's hard to believe that this happened two months ago!!). The free six-hour session was jammed with networking and learning opportunities that will certainly have me attending next year.

Product Managers, or any professional for that matter, you always have more work than can be accomplished in one day. The key is focus. Colleen Heubaum, one of the Product Camp presenters, expertly described work-days as Buffer Days or Focus Days.

Buffer days are days where you are prepping to focus, typically moving quickly from task to task. Context switching rules the day in a ‘buffer day’ and routinely zaps productivity. As a Product Manager, it is inviting and easy to stay in the Buffer day ‘zone’. One is making progress on small deliverables, but never dedicating extended time on the most important things.

Ms. Heubaum encouraged us to spend more of our days as focus days; this is where progress happens. We’ve identified the most important item that needs our attention and we’re not distracted by the ebbs and flows of the day.

This mindset is explained further in Dan Sullivan’s book titled, “The Strategic Coach.” I strongly encourage any professional looking to improve performance to browse Sullivan’s book.

Until next time,

Dan Naden

A Timestamp from Long Ago

2009-09-07T19:23:00.000-07:00

Libraries seem out of favor these days. People seem content to purchase their faves at Barnes and Noble, Borders, or Amazon.com. After a quick read, they quickly collect dust on the bookshelf. There are certainly some timeless classics that are worth owning (my leadership favorites are anything from Covey, Blanchard, and Carnegie), but many can be ‘rented’ for a few weeks from your local library and then returned back into circulation. Talk about a cost savings.

Fortunately, I grew up where frequent library visits were the norm. Summer reading clubs often found my brother and me competing to read the most books. Now that’s a contest worth having!!

After checking out a recent library book, I glanced at the first page and found the old, now-archaic check-out log – a track record of a book’s long, lost travels. A popular book logged many ‘frequent-reader’ miles. Some ‘fringe’ titles would go years without a stamp. You almost felt honored to be the first reader of that book in 5 years.

Today, it’s all digital. The book’s history is stored in some database. An e-mail informs you when your hold is available for pick-up or your book is near its due-date. Remember when we had to call the library to do this? Surely, we will never go back to a log of a book’s track record. In some strange way, however, I miss it.

Until next time,

Dan Naden
Naden's Corner

When Twitter Does Not Work

2009-08-22T13:30:00.000-07:00

I was at a local conference recently and everyone was ‘Tweeting’. Laptops, Iphones, and Blackberries were ablaze with quick posts for their loyal followers. This, in itself, is not startling – Twitter is common, especially in a high-tech market like Austin, Texas.

The conference I attended featured numerous high-quality speakers on product management and product marketing. Unfortunately, many of the attendees were tweeting during the presentations. I found this highly disrespectful to the presenters and distracting for those in the audience who were there for the content. It was very hard to stay in the present with the speakers when your neighbor was chiming away on his keyboard (and he wasn’t taking notes!!) The speakers worked very hard to build some outstanding presentations only to have audience members more interested in their short bursts of wisdom. I believe this is a major misstep for the ‘always on’ culture that becomes more omnipresent with each passing day.

Until next time,

Dan Naden

Advertising Mistakes You Can Avoid

2009-07-25T14:42:00.000-07:00

I stumbled upon this stimulating, thought-provoking, and extremely valuable booklet that every advertiser/marketer should read.

Why is most advertising copy lame?

How to write a compelling headline like the pros?

How to tell a story and incite ACTION?

Most importantly, Jeff Paul and Jim Fleck, stress not to be afraid to be different. Apple is different. Southwest Airlines is different. Geico is different.

Many sprint away from being ‘different’ like Carl Lewis, but ‘standing out’ will bring you satisfied customers again and again.

Legendary marketing expert Gary Halbert sums it up nicely:

“When I was young, I was worried about what others thought about me. I was worried they would be thinking the wrong things about me.

As I got older, and got into a few transgressions, I was worried that people were thinking the right things about me.

Then, as I gained wisdom as the years went by…I realized that no one was thinking about me at all.”

Read this OUTSTANDING piece of work here:

http://instantprofits.com/bonuses/bonus1.pdf

Until next time, (daring you to be different)

Dan Naden

Naden’s Corner

Guy Kawasaki’s Ten Entrepreneurial Secrets

2009-07-13T20:27:00.000-07:00

Are you an entrepreneur who is trying to establish and differentiate your business?

Or maybe you are a corporate executive looking to grow your business and cultivate motivated, successful employees?

In either scenario, you should drop everything NOW and read this fabulous article from Guy Kawasaki, author, consultant, and venture capitalist.

http://knowledge.wharton.upenn.edu/article.cfm?articleid=2258

Significant keys:
· Powerpoint: No more than 10 slides when making your pitch to VCs.

· Niche: Kawasaki has a unique approach to finding your personal value or your business’ value.

· Mission statements are dead: He says: “Define yourself by what you want to mean to consumers.”

This is good reading.

Until next time,

Dan Naden

Naden's Corner

Photo Source: http://creativecommons.org/licenses/by/2.5/

Panera Bread: Escape from Grease Burgers

2009-07-06T20:42:00.000-07:00

The family and I recently had a pleasant experience at Panera Bread. Easily forgotten compared to Burger King, McDonald’s, Subway, and Quiznos, Panera Bread could easily establish itself with a healthy, hearty menus of sandwiches, salads, and soups.

This chain, established in 1993 as the former Au Bon Pain Co., sits itself apart from the litany of ‘fast-food’ joints in the following ways:
· Healthy: a 2008 Health magazine study named Panera Bread America’s healthy fast food restaurant.
· Convenient: There are only a couple of Panera Bread location in my market (Austin, Texas), but there are over 1,266 throughout the US and Canada. A big win: Free Wi-fi makes Panera more of a hang-out place compared to like-minded competitors.
· Store layout: At the location I visited, the majority of the seating is purposely ‘away’ from the order, pick-up and drink stations. The usual commotion around those activities are a restaurant is pleasantly irrelevant at Panera Bread.

One area of concern: Despite the nice atmosphere and tasty food, I thought the portion size could have been a bit more generous.

Check it out and let me know what you think.

Until next time,

Dan Naden
Naden's Corner

US Soccer Plays at an Elite Level

2009-06-29T19:14:00.000-07:00

A silent few probably saw some of the best soccer played by a US team in a long time on Sunday afternoon. Unfortunately, the second half brought out a ferocious Brazilian side that was not to be denied the Confederations Cup for the 2nd year in a row.

The US lost 3-2 to the creative and ultra-talented Brazilians, but they displayed a team-first, cohesive effort that the US rarely displays on the international level.

Kudos to Bob Bradley and team for their:
Athleticism: They looked like the fitter team for most of the night, yet the Brazilians played smarter and more opportunistic soccer, especially in the 2nd stanza.

Execution: The Americans converted on their chances in the 1st half, but the 2nd half was devoid of scoring opportunities. Conversely, Brazil weaved through the US defense for many 2nd half chances.

Communication: To succeed against the Brazilians, a team must communicate relentlessly. The defense looked solid and tight, but Brazil got into a rhythm that wore the US side down as the night grow longer.

So I ask you?

Why do you or don’t you watch soccer, the world’s most popular sport? Let’s get a discussion going.

Until next time,

Dan Naden

Naden's Corner

Remember: You are the Message

2009-05-16T12:58:00.000-07:00

I am chewing through Roger Ailes' classic, 'You are the Message'. I highly recommend this book to anyone who's concerned about making an impact with their communication at work or home. Isn't that pretty much everyone?

Most importantly, I've learned the importance of being like able. This isn't being a 'Yes man'. You can have all the pedigree, experience, and skills in the world, but if you don't possess character, trust, and integrity your message will lose its appeal.

Ailes cites numerous examples of seasoned execs who fail to motivate, inspire, and drive results from the troops because they lack the like ability factor.

Pick up your copy of 'You are the Message' today.

Until next time,

Dan Naden

Naden's Corner

LaCoste: A Brand on the Rebound

2009-05-10T18:57:00.000-07:00

Moms are special. I truly believe that the job of 'Mom' is the toughest in the world. To celebrate the 'Mom' in our household, I bought my wife a nice shirt from the Lacoste store in the Domain shopping complex in Austin, Texas.

This wasn't such a remarkable event (except for the smile on my wife's face), yet my interaction with the friendly manager on duty, Mario, was extraordinary.

Mario and I started conversing about the Lacoste brand. I remember the Izod-Lacoste brand being 'front and center' in the mid-80s. Mario had me captivated as he told about his meetings with the Lacoste CEO in France, the rise and fall of the Lacoste brand, and their current path back to prominence. It appears that Lacoste is taking a very measured, cautious approach to growth -- something Starbucks should have embodied years ago. Lacoste won't fail because its supply outstrips its demand.

Lessons: Be interested in the passions of others - you never know what interesting stories and experience you'll hear. And don't forget about the greatness of Moms everywhere.

Good luck to Lacoste!

Happy Mother's Day

Dan Naden

Until next time,

Naden's Corner

Chick-Fil-A: Not your typical fast food experience

2009-03-25T19:40:00.000-07:00

My family and I visited the local Chick-Fil-A last weekend. I thought the visit was to be your routine, expected fast food stop: noisy, smelly, unfriendly, and impersonal.

Within two minutes of walking through the Chick-Fil-A doors, however, I knew this was to be a different time.

The wait staff behind the counter seemed genuinely interested to see us and take our order on a partly-cloudy Sunday afternoon. I’ve been to many fast food joints where the wait staff is either half-asleep or angry at the world.

Upon completion of our order, I was told by a friendly young lady, “grab a seat; we will bring your food to your table.” Huh? Did I hear that right? A fast food place was bringing food to my table?

The place was buzzing on this Sunday afternoon. It looked like many others had the same idea. My family and I settled into a cozy booth next to the window and watched the many other families enjoying themselves.

Within a few minutes, the same friendly young lady (her name was Reagan) brought our food to the table. What service!! During the course of our meal, she returned to our table at least 4 times to check in and say, “Is there anything else I can get for you?”

After a thoroughly enjoyable meal, I thanked this young lady for her hospitality. She responded with a phrase you just don’t hear too much anymore: “My pleasure.” Talk about refreshing.

This lady and the rest of the Chick-Fil-A staff could have been chosen to be grumpy, rude, and distant. It was special to see that they had taken the opposite approach. They were thrilled to serve the many guests with a smile. Burger King, Wendy’s and McDonald’s beware; there’s a new sheriff in town that really puts people first.

Until next time,

Dan Naden

HP’s Customer Service Scores Big

2009-03-14T12:46:00.000-07:00

I’ve owned a HP Laptop for a few years now. Outside of a few minor glitches, the laptop has worked like a charm; it’s been a true joy to create, solve problems, communicate, and analyze with my laptop’s assistance.

The other day, however, I thought this utopia was about to come crashing down. The left-hinge on my laptop had become seriously dislodged to the point where closing the laptop was not an option.

Losing my laptop for weeks at a time to be fixed was not something that I looked forward to for one second – not to mention the dollars that would come out of my wallet. This was going to be beyond a minor inconvenience. I browsed the HP site looking for a customer support phone number when I stumbled upon details on the very issue that plagued me – broken left hinge.

It turns out that a broken left hinge has been a MASSIVE problem for owners of my particular model of HP laptop. This was such a big issue that HP was offering free fixes for anyone affected. Are you serious?

I called the tech support number that was provided and spoke with a very nice, apologetic gentleman about this issue. Yes, it was true; this fix was to be resolved at no charge to the consumer. (Note: Never tear down someone from tech support; they’ve been beaten down relentlessly; give them a break and show some respect.)

Within 48 hours, I had received my shipment box from HP. I quickly packed my computer up and sent it back to HP. As I heard the FedEx truck speed away from my house, my expectations were that I would not see my computer again for at least 2 weeks.

Surprise! My computer arrived back at home in 3 days; and my issue was fixed.

Talk about exceeding my expectations. I’ll raise a big cheer for HP for turning a potentially huge catastrophe into something that I’ll tell my friends about for quite a long time.

Have you had a remarkable or 'not so remarkable' customer service experience? Share it with us.

Until next time,

Dan Naden
Naden's Corner

Made to Stick: Read it and be changed

2009-02-16T12:35:00.000-08:00

A single businessman sits alone in a hotel bar when a beautiful woman approaches and offers him a drink. The two share conversation, laughs, and a few stories and then everything vanishes. This is the last thing the businessman remembers before….

He groggily wakes up in a bathtub fills with ice. Immediately in front of him next to the tub are a cell phone and a note. The note says in scribbled, bright red ink: ‘Don’t Move. Use this phone to call 911!’

The confused, disoriented businessman dials 911 explains the bathtub, note, and cellphone and asks the operator to help her make sense of all of this madness. The operator says: “Are you in a bathtub filled with ice? Is there a tube coming out of your back?” The businessman looks behind him to notice a cylinder protruding out of his back. A knifing pain shoots through this body. “Yes, there is a tube,” the businessman responds.

“I am sorry sir, but you’ve been drugged and a kidney has been removed from your body; I’ll have 911 on the scene immediately. Don’t move – just stay in the tub. This is the 10th call I’ve received like this in the past month.”

Have you heard this one before? This urban legend has been bouncing around for decades. First of all, this is not truth, but the power of its vivid imagery and ability to captivate is real.

The takeaway: Use stories to convince, persuade, and inform. Don’t just rely on statistics, disconnected anecdotes, or a laundry list of suggestions to be remembered.

Want more real-world examples of how to make ideas stick? Check out ‘Made to Stick’ by Dan and Chip Heath.

I just read it and it comes highly recommended.

Until next time,
Dan Naden
Naden's Corner

The Simplest Toy Instructions Ever

2009-02-07T13:03:00.000-08:00

I am all about simplicity. Simplicity in form AND function. Simplicity that's profound is even more captivating.

This simplicity is ever more rewarding when it comes in the form of instructions.

With Christmas still somewhat fresh in our minds, we may have come face-to-face with toy or digital electronics instructions. Collective groan emanates from the audiences; headaches appear.

We've all seen this scenario on TV or in the movies. Young kid excitedly opens up a toy only to realize that the fun won't commence until the toy is put together. The parent enters the scene and begins to construct the point of the child's affection.

Unfortunately, the toy's instructions are excruitangly painful and overdone. The focus of the instructions are on text, not clean, concise imagery and pictures. The parent works well into the night on the toy while the child sullenly falls asleep.

It wasn't this way in our household this past Christmas. We open the 'MULA Bead Roller Coaster' from IKEA, the brilliant store with marvelous products at every turn. I've marveled at the directness and understandability of the instructions.

Within minutes, our little boy was connecting with his new toy. Toy product manufacturers take note: keep it simple and you'll get more 'free' advertising like this!!

Until next time,

Dan Naden

Naden's Corner

(Image credited to Ikea -- thanks.)

Be real and authentic with your voice

2008-12-22T12:29:00.001-08:00

OK, I stepped outside the box on this final ‘non-verbal’ tip. This tip is verbal, but extremely essential as you work towards effective communication.

We’ve all been there a thousand times.

You are mired in a company meeting or small group session and you mindlessly listen to someone opine about the new ‘can’t miss’ strategy for success.

The big problem: these talks are usually presented without flair, vocal intonation, and variety. I am not recommending that you tell those treasured jokes you’ve been holding onto for ages, but I am instructing that you ‘break out of corporate speak’ and provide memorable, remarkable information for your audience.

The people in the audience don’t want monotone. They desire stories and a voice tone that ebbs and flows like the rising tide.

Be real. Be authentic. Get your message across with an energy, variety, and believability that will have your audience saying: ‘I really liked that presentation. It was simple to follow and easy to remember’.

When you are constructing a talk for a large/small group session, answer this question:
How will my audience best be persuaded, informed, or motivated by what I communicate? Typically, you’ll find ‘the answer’ evolves around being confident, colorful, and engaging in all that you say and do.

Until next time,

Dan Naden