Sunday, 3 January 2010

The Right Way Or The Same Way?

My Uncle Benny was an incredibly wise old Rabbi who had a store in the Junction neighborhood of Toronto for a gazillion years. One of his favorite sayings was,

"A cart that pulls in two directions, goes no where. But a cart that pulls in the same direction, goes further faster."

When I think of most large organizations and their marketing efforts, more so than understanding the latest buzz or Social Media phenom, the biggest issue is getting everyone moving in the same direction. Companies are usually organized by verticals often with competing goals from each other.

But customer experience is becoming the marketing proposition and that experience goes across verticals and doesn't much care about your internal issues. Our expectations as customers are that you are going to not only NOT compete with each other, but actually talk to each other and create a seamless experience for us. While it may not be perfect or the 'right' way, at least it will be moving in a consistent and collaborative direction - or as Uncle Benny would say, a cart pulling in the same direction.

And that is my advice for Marketers in 2010 (digital or otherwise). Forget about the bandwagon and think more about the cart and pulling it as a team in the same direction.

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