Many performers suffer from a reoccurring nightmare—usually induced by anxiety—they find themselves on stage, often in a state of undress, and they do not recall their lines, as if the play has been changed and the set is all wrong. They struggle to maintain their dignity, the audience laughs or boos. Alas, it is for naught, they wake up in a cold sweat.
The economy is like the stage, it’s set unexpectedly, and retailers are like the actor, they have a script does not match what is going on around them. They are unprepared to perform as usual. Not only has the economy changed, but also consumers’ (the audience) conversations (script) have changed. What is important to customers has changed. The stories of our lives have changed, and sometimes it feels like no one is really paying attention.
Research confirms that the culture is “nesting,” staying at home, people are avoiding the convenience and expense of restaurants. So if consumers are talking about eating out less often, then having “fun in the neighborhood” at Applebee’s doesn’t seem like it really fits the script, especially if mom or dad just got laid off. It may be “Better in the Bahamas,” but are Americans racing down to the Caribbean to relax when a tropical vacation may mean Dick and Jane can’t go to college?
Talk about your cold sweats. To be successful right now, retailers need to start listening to what their customers are talking about and where and how they are spending their money.
How green is your valley? According to an Opinion Research Study, four out of five consumers are still buying “green” products despite the bruised economy. While people are spending less, overall, green brands have not seen a decline like other brands. Smart manufactures have made the connection that eco-brands are ultimately about cutting cost and conserving in the long term, even though they tend to cost more—look up “green-washing” in wikipedia.org. Businesses that embrace the eco-frugal trend will get and keep higher profit customers.
For example, the car we love to make fun of, Mini-Coopers, (The Mini-e) are re-positioning themselves as minimalists, and testing an even more eco-friendly version of the Mini-Cooper. Mitsubishi is partnering with Microsoft—they just launched an electric car that can be operated by your iPod. Hello! GM may have missed the memo, but the Japanese got it. The U.S. Government has gone and set a target, it wants one in 10 vehicles on our roads to be electric by 2020, that’s just 11 years away.
Payless ShoeSource, the discount shoe store, plans to roll out its first line of green products in April, and is promoting it as an affordable alternative to other pricey eco-friendly goods. To further reduce the carbon footprint, the green shoes, already priced at less than $30, are made from organic cottons, linen, natural hemp and with recycled rubber soles…but it’s not just the shoes, Payless will be packaging them using recycled materials. Way to go! Whatever you do…don’t tell Star Jones!
Being “green” is not a fad, like acid-washed jeans. What can you do to take advantage of this movement while still being true to your company’s mission? Position your business for the current conversation: Soylent Green Is People! So speak fluent “green.”
Another finding in the Opinion Research Study was that nearly half of all consumers preferred green brands, even if they were more expensive, but about a third remained skeptical, as they really had no way of confirming that a brand’s green claims are true. Yet, about a quarter of respondents said that a brand’s reputation was pivotal in their purchasing decision. So prove it! Or, if you’re from Missouri, “Show me!”
That means that companies need to dig deep inside their company, product or services and authentically identify all their eco-friendly materials and practices. If that was never a focus of your marketing, (and it probably wasn’t) just tell your customers the truth, because you’re more likely to gain more profitable customers with a message that rings true, “We recycle all our trash.” “We got tired of expensive waste and smelly chemicals, and have decided to go green.” “We wash our floors with biodegradable cleansers.” “We’re replacing our old light bulbs with energy-efficient bulbs to reduce the carbon footprint.” The Cleanport Dry Cleaner in my neighborhood uses natural (corn derivates) to clean the clothes. They ask customers to return the wire hangers for recycling, or request folding your shirts, so you don’t need a hanger at all. I pass eight drycleaners to walk up to Cleanport, that’s how important it is to me.
Find ways to involve your customers in the “greening” process. The Opinion Research Study also found that there is a disconnect between what consumers say they do, and what they actually do. Eighty-seven percent of consumers say they recycle, yet the EPA reports that only 33 percent of our waste is diverted for recycling. Hmmm.
That means that your customers want to be environmentally conscious, but they need a support mechanism, and that could be your business. One of my favorite retailers is Martin + Osa, they encourage customers to bring back all their used clothing (not just theirs) and then they donate it to community-based clothing banks. Again, the retailer is right where the customer is. Companies that recognize there is power in going through the eco-journey together will gain a fiercely loyal fan base.
So how do you develop a dedicated fan base? Recruit an advisory board of customers, every retailer has a mailing list and Internet site to reach out to their customers, and ask them to collaborate on re-developing the products that they already buy, and saving the environment together, hand-in-hand. If you’re more of a consumer-oriented business, create a group, both at your bricks-and-mortar location, and on Facebook, and create or change a product or service all together. Put up a blog bar in your main aisle, let customers vent and praise you about what’s going on in your stores today.
Kermit may coon, “It’s not easy being green,” but you can still create and tell your green story. Most businesses shy away from storytelling. That’s too bad, because companies don’t make decisions to buy things, people do. There is always a person who ultimately decides to choose you. They may choose you because you are green.
--Ron Knoth, Guest Blogger