Mitchell Goozé is the president and founder of Customer Manufacturing Group. His broad scope of business experience ranges from operations management in established firms, to start-up and turn-around situations and mergers. A seasoned general manager, he has headed divisions of large corporations and been CEO of independent firms, always focusing the company strategy on the most important person in business . . . the customer.
  • 0 comments 217 reads
    Posted on 2012-02-01

    Two recently released studies, unless ignored, may put a dent in many marketers’ plans for an easy media solution. Turns out Facebook ‘likes’ don’t mean much. And Facebook may not be anymore helpful than mass media.

    A study by the Ehrenberg-Bass Institute “…found slightly more than 1% of fans of the biggest brands on Facebook are actually engaging with the brands.” Karen Nelson-Feld a researcher with the Institute said, “Facebook doesn’t really differ from mass media. It’s great to get decent reach, but to change the way people interact with a brand overnight is just unrealistic.”

    In...

  • 0 comments 189 reads
    Posted on 2012-01-23

    I posted twice last year about QR codes. My point was and is that they are fascinating to marketers, and another tactic they can use to raise the flag. But to what end? In yet another article which makes my point the author writes, “…consumers are not nearly as excited about QR codes as marketers are.”

    Further to my earlier points, the article states, “Experts cite three reasons that QR codes haven’t caught on. First, people are confused about how to scan them. Two, there’s little uniformity among the apps required to read them. Last, some who have tried the technology were dissuaded by codes that offer little useful information or...

  • 0 comments 424 reads
    Posted on 2011-12-06

    A recent article in the November 28, 2011 issue of Business Week, “Even Better Than the Real Thing,” focused on the rise of private label sales in retail grocery during this downturn, and the increased focus these house brands are receiving from their companies. Private label or so-called house brands usually show a sales rise in a downturn. However, this time it may be different.

    Major retailers, including Safeway and Kroger, are hiring product and brand managers to grow these product lines. The article notes that a 1% shift from national brand to house brand translates into $5.5B in increased revenue for the retailer.

    The primary value to the consumer of the private brand has previously been adequate quality at a lower price point. “Adequate” being a relative term. More house brands are finding ways to offer “quality” at least equal to the national brand at a lower price point. (The title of the article says it all.) McKinsey notes that 75% of consumers who...

  • 0 comments 621 reads
    Posted on 2011-10-12

    Much has been written by others about the challenge Apple faces in “replacing” Steve Jobs. Those pundits miss the key challenge for Apple. It is not about the brand or the personality; it’s about the innovation archetype Apple is built on, and how it will innovate going forward. In their 2007 Harvard Business Review article, Steve Wunker and George Pohle, describe four successful innovation archetypes. Apple’s innovation archetype is what they call The Visionary Leader.

    Apple’s entire history of innovation and its culture is based on this archetype, and Steve Jobs has been the visionary and the leader. When John Scully temporarily replaced Steve, the company failed to innovate because, while Steve was still the visionary (though John might have tried to be), he was no longer the leader...

  • 2 comments 1,260 reads
    Posted on 2011-10-05

    Discount coupons attract current customers (who now pay less) and price shoppers/switchers. Whether they are FSIs or Groupons they still produce the same result: the coupon distributor makes money, the retailer or product/service provider of the discount, hoping to induce trial to create a new customer, is disappointed. But, they do get a blip in sales, which must look good on those new-fangled marketing accountability reports.

    According to a recent article in the New York Times, “Coupon sites are fizzling out.” They note that while daily deals were all the rage, it is now so...

  • 0 comments 656 reads
    Posted on 2011-09-01

    CNN had an interesting article online today, “What’s the quickest way to board a plane?” Given that I fly a lot, I thought I’d give it a read. Turns out an astrophysicist had looked at the problem and found a useless solution. Well, useless because, while it is provably faster (by between 30 seconds and two minutes), it is not useable. Why?

    On the assumption that boarding time is the constraint to ground time, (which it is for Southwest, but I am not sure that is true for the other airlines) airlines can save about $30/minute in shorter boarding times, according to the article. The...

  • 0 comments 483 reads
    Posted on 2011-08-30

    Not that long ago it was suggested that a company needed a CBO (Chief Branding Officer). We found that notion disturbing since branding is a function clearly within the purview of the CMO (Chief Marketing Officer), assuming you have a properly tasked CMO.

    An article in Advertising Age reminds us that it’s not about the branding, it’s about the “product.” And, we continue to remind our readers that Marketing should have MAJOR input about the “product.”

  • 0 comments 575 reads
    Posted on 2011-08-29

    There is no question that social media of various flavors can be a useful tool for marketers. But it for sure makes lots of money for the social media platforms. The more users of Facebook, YouTube, et al, the more money those companies make. This title from a recent Advertising Age article probably says it all: Old Spice Killing It On YouTube Again, But Sales Are Down Double Digits.

    Professional marketers need to focus on producing outcomes, not outputs.

  • 0 comments 656 reads
    Posted on 2011-08-26

    According to a recent article, Meredith Guarantees Top Advertisers Sales Gains, the print media (or at least some of it) may finally get that is has always been about results. For many decades, print media has been able to offer space, take it or leave it, to their advertisers. We have an audience, would you like to pitch to them was the premise. Oh, and, of course our audience is perfect for you. If you don’t get the results you need to justify the investment, well then your ads must suck. At least that was their apparent position.

    The reality of measurable, web-based marketing and the decline in print advertising may finally be getting through to the print media companies. Well at least some of them. The article notes, “Most media owners are not excited to do that, for a lot of reasons.”

    Marketing expenses should be $0.00. Marketing investments should...

  • 0 comments 572 reads
    Posted on 2011-08-24

    When I was leaving the Ontario, CA airport the other day after watching the Southwest Airlines credit card people at work (as discussed in an earlier blog post), I decided I needed an ice cream. (People who know me realize this is a regular condition of mine.) There are few shops to buy ice cream in the Southwest terminal (just one actually), so I stopped in and picked up a Drumstick from the freezer.

    When I approached the cashier she said, “Ice...