Creating a Customer Journey: 10 Steps to Web Copy That Converts

Is your website under-performing? Did you create your site thinking that customers would flock to it to buy your goods and then…crickets. The phone isn’t ringing. The order confirmations aren’t flooding your inbox. You wonder, “Why aren’t people engaging on my website? Why aren’t people calling me, emailing me, or downloading my freebie when they visit?”

The answer: It’s because you haven’t told them what you want them to do.

You need a customer journey.

Simply put, a customer journey is a path of movement and action for the visitors on your site; from the first headline they read, to the last click of the mouse. This path, laid out by you, tells the visitor where you want them to go and what do you want them to do when they get there.

A successful customer journey gives your site visitors a focused and seamless interaction with your brand — something every website owner aspires to.

Done correctly, the customer journey motivates your visitors to interact with you.

It shows them that you understand their problem and that you have the exact solution they need. It instills a feeling of trust and credibility toward your brand and products. It also helps the customer to feel empowered, engaged and in control of their decision, rather than being bombarded with Buy This NOW! messages.

The famous saying goes, “We buy from people we know, like, and trust.” A customer journey allows your audience to get to know you a little, like you (or at least like what you are saying) and trust that you have some expertise. However, it is not necessary to talk excessively about yourself, your company or your products to have people know, like and trust you. In fact, the biggest mistake most businesses make is talking too much about themselves. Keep the focus on reflecting the customer’s point of view, because that is what’s critical to creating more sales. Design consumer-centric communication and your customers will respond positively.

To begin, you need to know about your customer.

My video on how to develop a customer avatar will help you get started. Understand your customer, specifically:

• What motivates them? What are their values?

• What is their goal for visiting your site?

• What problem are they looking to solve? What pain points do they have?

• What other solutions might they be looking at? Where are they getting their information?

• What reasons might they have not to buy?

Next, you can start laying out the customer journey.

Ask yourself:

• How do you want people to engage on your site?

• Which pages do you want them to visit?

• In what order do you want them to visit those pages?

• What do you want them to do on those pages?

You need to take charge of the way visitors consume the information on your site. Don’t just trust or take for granted that they will arrive at the right page or see the right button at the right time. People rarely do — don’t leave it to chance. You need to lead the visitor through a thought process. It needs to be logical, simple and always come from their perspective.

Start with a hypothesis.

Build from an idea or a structure of a journey that you think will work. Later you will be checking your Google Analytics to get a sense of how people are actually interacting with your site. Take note of which pages they’re going to and how long they’re spending on those pages. Start to iterate, change and evolve the site over time using customer feedback, data, and quantifiable results.

Here are my 10 steps for creating a customer journey that converts:

Step 1: State the problem

Demonstrate to the customer that you understand their problem by writing a solid headline. Get their attention by showing them you know what they’re looking to solve. You’ve got about 3 seconds to prove you understand them, so the headline is very important. But don’t worry, you can change it if it’s not working or not working as well as you like. Keep testing this important piece of copy because it’s worth getting right.

To really show you understand the reader, use examples of the kinds of thoughts they may have or the other solutions they may have tried. In the body copy, use tangible examples in a storytelling format so your audience can really identify with it.

Step 2: Identify with the problem

Next, you need to show that you understand the problem and more importantly, have empathy for them as they wrestle with all the ordeals they have in experiencing the problem. Spend a line or two letting them know that solving their problem matters to you.

Step 3: State the solution

What is the solution to their problem? Describe the solution in general terms. Don’t mention your particular product or service just yet. State the solution in a sentence or two at the most.

Step 4: Describe the solution

Give the reader an introduction to your products and services. This is the “what” of what you offer. You can begin to talk about yourself a little in this section. A few sentences that help the reader understand what you do is ideal.

Step 5: Why you?

Let the reader know how your products/service solve the problem. Let them know what your specific solution is, and how it can help them. Be sure not to be long winded or braggy. What will you do for them? How will you do it? Be careful to steer clear of features here. Avoid talking about the all-leather soles of the boots you are selling, but instead, focus on how comfortable your customer will feel in those boots.

Step 6: Why you’re unique

Now that the reader knows you understand them and you understand that their problem is frustrating, they are likely to begin to feel like you understand them. This is the perfect time to let the reader know how your products and services are different. Demonstrate, through examples if you can, why your solution is different from the other people in your industry who do what you do.

Step 7: Get slightly braggy

This is your opportunity to lead them to understand that you’re the one they should choose. Talk about your products and services and how they’re better. For example, if you sell lip balm, let the reader know your product will heal and moisturize their dry, cracked lips (Step 6). Telling them about the healing properties of vitamin E and the moisturizing properties of avocado oil that you use, and how it’s helped hundreds of other people (Step 7) will help them understand why they should choose you.

Step 8: Results for them

Turn the spotlight back on them. Describe the result of using your product and remember to stay focused on benefits. Explain the emotional benefit as well as the functional benefit from engaging with you and buying or using your products or services. How are they going to feel? Remember, people buy results, not products.

Step 9: Barriers to purchase

Barriers to purchase are the thoughts that are going on in the customer’s mind that dissuade them from buying. Thoughts like, “No, I’m going to wait,” or “I’m not going to buy it because x,” If you can understand what x is (it’s often something like, “It’s too expensive,” or “It takes too much time,”) you can be preemptive about describing why they can feel confident in buying your product or service. Address any barriers to purchase by mirroring their inner voice exactly.

Step 10: Call to Action

Lastly, you need to tell them where to go and what to do.

Examples are:

• Follow this link

• Click this button

• Fill out this contact form

• Schedule time with me

• Download this thing

• Take this course

Be very explicit about telling them what to do next. After all, you’ve led them through this customer journey and now they believe you can solve their problem. Take the last step and tell them what they need to do to set your solution in motion.

Your customer journey may start out very simple and over time become more nuanced and detailed.

If you remember to keep the focus on your visitor’s goals and motivations for coming to your site, your customers will respond. Be willing to get in their shoes and think about their problem; what motivates them to change or take action?

If you do that along every step of the way, you will create copy that converts.

Philip VanDusen is a creative thought leader and principal of Verhaal Brand Design, an agency that specializes in leveraging brand strategy and design to build brand affinity and equity for companies and entrepreneurs. Get more from Philip in his newsletter brand•muse, join his 160k subscribers on his YouTube channel or connect with Verhaal Brand Design on Facebook.

Come and Get It: A Tale of Customer Motivation

The Chuck Wagon dog food commercials are an iconic piece of 20th century TV. A scruffy Benji-like pup was constantly chasing down a miniature chuck wagon in the quest to get his dinner.

My cousin’s ad agency was shooting a commercial that called for a farm scene where the dog was to chase the wagon through a flock of chickens. There was only one problem. Dogs won’t run through a flock of chickens. Why?

Because dogs know that if you run through a bunch of chickens odds are good you’re gonna get bunch of pissed-off pecks for your trouble. In the first 15 takes, the dog ran around the chickens.

Finally, to get the shot, they had to build a ramp, push the dog down it and toss a couple chickens in from the sides. Neither the dog, nor the chickens were very happy about it.

The moral of the story is that even though you may have an idea how you want your customer to behave, you just can’t force them to go where they don’t want to go. You have to know their motivation. It’s not to please you. You exist to please them.

And pushing them down a ramp isn’t going to make anyone very happy.

You're Gonna Love It...or maybe not

Having lived in New York City and San Francisco, two of the restaurant capitals of America, I thought I’d tasted, or at least heard of, most of the foods that grace our country. But when I moved to Cincinnati, I was introduced to a culinary experience that I had no idea existed. Skyline Chili.

First of all, to call Skyline Chili “chili” is a stretch. What it is is a thin, bean-less, virtually meatless, chili-flavored sauce that is spooned over a wad of spaghetti or a hot dog and topped with a massive pile of shredded cheddar cheese. Cincinnatians love it. Skyline Chili restaurants are always packed. Friends said, “You have to try it! You’re gonna love it!”. 

Well I did, and I didn’t.

I thought Skyline Chili was gross. I thought it was a midwestern chili-esque Franken-food mistake that had somehow escaped the kitchen and was bent on terrorizing the populace.

But Skyline Chili taught me something. It taught me that you can succeed even if you aren’t universally loved. You can be weird. You can be different. But as long as you find your super-fans and give them that one thing they crave, you can endure. 

Even if some people think it’s gross

Fake Shoes: Brand Perception is Reality

Recently a pop-up store in a Los Angeles mall had an opening party. Over 80 social media influencers flocked to the champagne and caviar reception at Palessi, a new luxury shoe retailer with an Italian flair, glass and lacquer displays, black clad associates and slinky house music.

Swept up by the experience, the attendees plunked down thousands of dollars for shoes they described breathlessly in social media posts as “elegant and sophisticated”. Facing a video camera, holding up a pair of sneakers, a woman said “I would pay $400 to $500 for these”. And then she did.

In any other mall, the sneakers she was holding cost $19.99. 

Palessi was a fake. The products were from Payless Shoes.

Contrary to popular belief the product isn’t primarily responsible for the value perception of a brand. It’s what is around the product that controls whether you think something should be expensive or cheap. 

Visual branding, sound, technology, physical environment, digital user experience, and human interaction are all levers that affect how products are perceived. And most importantly, what people are willing to pay for them.

Are your customers perceiving your brand the way you want them to? What other levers can you pull?

Why I Am A Cow

In 1996 a creative director at Hallmark named Gordon MacKenzie published a book entitled “Orbiting the Giant Hairball”. It describes the necessary, but prickly relationship between corporations and the creatives who work for them. The creatives need the corporation so they can make a living, and the corporations need the designers to constantly produce beautiful, innovative products and ideas.

One part of the book I’ve always loved is when MacKenzie writes, “Designers are like cows”.

The idea is that if you constantly keep a cow in the barn and milk it, eventually the flow of milk will stop. For a cow to continue to produce it needs to get out of the barn and walk around in the pasture, feel the sunshine, eat grass, drink from a stream. From the outside, it may not look like a productive activity, but then you realize: this is where the milk is really being made.

The “24/7 entrepreneurial hustle” mentality has buried itself in the collective business consciousness over the last few years. But as we start the new year it will serve us to remember we aren’t machines. 

Every creative, every entrepreneur, every one of us needs time in the pasture.

The Hot Duck: A Tale of Brand Differentiation

The ducks in Central Park in New York City have a cushy gig. They paddle around, they look cute, they create a picturesque tableau in the pond. The females are speckled brown, the males have handsome green heads. People like them, they bring their kids to see them, they feed them breadcrumbs. The situation worked for everybody.

But then he showed up. He being a Mandarin Duck who just dropped in one day and threw the whole operation into a tizzy. New Yorkers, habitual nicknamers, started calling him the “Hot Duck”.

Why hot? Mandarin Ducks are an explosion of spectacular colors and swooping patterns of feathers formed into a shape of a duck. They’re breathtaking.

Suddenly, there were crowds of people at the duck pond. Throngs of tourists with huge zoom lenses. Suddenly all that people could see or talk about was: That. One. Duck.

On display at the duck pond was the perfect embodiment of Rule #1 in branding: Stand out from your competition. Like Tesla, Virgin, Uber, you have rise above the sea of sameness and make a bold statement. Ruffle feathers. Redefine how people see your category.

You have to be the Hot Duck.

No Brand Is An Island

If I could have just one book when stranded on a desert island it would be One Man’s Wilderness by Richard Proenneke. Richard was a salt-of-the-earth guy who in 1968 built a log cabin in the Alaskan Wilderness with nothing but hand tools.

He then proceeded to live in it, alone, for over 30 years. 

What captures my imagination his is resourcefulness, his independence, his appreciation for the things that nature gives us. Including winters where the temperature reached -40˚. Um...no thank you.

Richard didn’t need much. But once in a while his bush-pilot “Babe” Alsworth would fly in his mail or a sack of dried beans. Not even Richard Proenneke could go it entirely alone.

His story reminds me of how many entrepreneurs I know who have built their businesses with their bare hands. Many of them still trying to do everything themselves, wearing all the hats, from go-fer to brand strategist.

But there comes a time in the growth of any business when it pays to reach out. To have a partner fly in the right tools to help you survive the cold winters that can freeze even the hardiest enterprise in its tracks. 

It’s time to find your “Babe”.

Putting in the Reps

I had the pleasure of talking with Antonio Centeno last week in London. Antonio is the creator behind the “Real Men Real Style” YouTube channel. His most popular video, “How to Keep Your Shirt Tucked In ALL DAY” has 12 million views.

When Antonio started out with YouTube he was filming in his basement which had a dirt floor. He always wore a jacket and tie, but he didn’t wear dress shoes. He didn’t want to get them dirty. And because his early videos were shot from the waist up, a lot of the time he wasn’t even wearing pants.

Antonio filmed late at night, after work and after his young kids had gone to bed, so he could concentrate. He posted over 150 videos before he broke 10,000 subscribers. He compares that time period to lifting weights at the gym. He calls it “putting in the reps”.

With any type of content marketing, it can take a while to see results. But if you put in the reps, the results will come. Today, Real Men Real Style is a seven figure business with corporate sponsorship, a podcast, live conference events and over 2.1 million subscribers.

Because Antonio put in the reps.

Set It On Fire

It was 1967 and there were a hell of a lot of great guitar players in London. John Lennon, Jeff Beck, Brian Jones, Eric Clapton, Jimmy Page, were all playing the clubs. If you were a guitar player too, it was hard to get noticed.

But there was this one skinny guy named Jimi Hendrix from America. He was a good guitarist. Better than most. He dressed weird, but everyone was dressing weird. He used a lot of distortion, but everyone did that, too. One typical night, his band The Experience was playing the London Astoria. At the end of their 45 minute set Jimi kneeled, laid his guitar down on the stage and…set it on fire.

The audience loved it. The music press couldn’t stop writing about it. They started calling him “The Black Elvis”. Soon it was standing room only. He was that guy who torched his guitar.

Unless you live on a tiny atoll in the Pacific, chances are there are a lot of competitors around who do what you do. You may do it better. Better than most. But how can you be really different? What can you do to set it on fire?

Your Success is Real: 10 Ways to Conquer Impostor Syndrome

Here’s a phrase that sends chills: “ You don’t know what you’re doing, do you?”

Executives worldwide agree that their number one fear is being found incompetent (Harvard Business Review 2015). It’s probably a safe bet that the same fear applies to entrepreneurs and creative professionals as well. Psychologists call this fear of being “found out” impostor syndrome, a term coined in the 1970’s by researchers Pauline Clance, Ph.D., and Suzanne Imes, Ph.D. to describe the behavior that Clance observed in some of her graduate students.

So if you’re feeling like an impostor at work, take heart. Chances are that others feel the exact same way. Studies show that 70% of the population feels inferior at least once in their lives.

Impostor syndrome is defined as a collection of feelings of inadequacy that persist despite evident success. It’s a general feeling of unworthiness that manifests itself in:

• Being scared to try new things

• Being afraid to be ambitious

• Not pursuing your dreams or goals

• Not pursuing growth opportunities, like a promotion

Feeling like you don't deserve success and recognition, or diminishing your success affects creative people and entrepreneurs disproportionately to the general public, possibly because they are often more sensitive than other professionals. They also tend to be more egotistical, which paradoxically can be a precursor to the syndrome (see #2 below).

The very nature of having a business requires you to stand out, it requires you to stick your head above the pack and say “look at me, look at what I can do”. While this is a necessary appeal for attention and approval it can also make us feel unsafe and judged. This feeling of uncertainty is the root cause of impostor syndrome (refreshedminds.com).

It's important to overcome the feelings of unworthiness. Left unchecked, these thoughts and feelings can become more deeply ingrained in your psyche. It’s best to address these thoughts and feelings as soon as they come up.

Here are ten ways to combat impostor syndrome:

#1 Feelings Aren't Facts.

Impostor syndrome is a feeling. It doesn't manifest itself in reality. It's simply your emotional reaction to something you perceive on the outside world. Emotions don’t always tell us the truth; so don’t treat them as reliable indicators of reality.

#2 Accept the hard work. 

It may seem illogical, but impostor syndrome is actually based on an unrealized feeling of superiority. Scientists theorize that children who are told they are superior (more intelligent, artistically gifted, etc.) and praised for their effortless success expect life to be full of easy wins. As adults, they mistrust praise and are convinced of their “failure” because they had to work hard for the result. To them, hard work means they are losing their edge and it’s not praiseworthy. Know that hard work is all a part of the equation for success. 

#3 Don’t keep it a secret.

Secrets fester, and your quiet feelings of inferiority can be self-perpetuating if they are not addressed. Talk about it with your friends, your spouse, or your co-workers. Take twenty seconds of courage to put it out there and be vulnerable. You'd be surprised by the support that you get, the number of people who will identify with you and the reality check that ensues. Let your secret out.

#4 Define your own success.

Don't compare yourself to Steve Jobs or Bill Gates. Compare yourself to yourself. Other definitions of success don't matter. You can define your own life and your own level of success. That sentence is without a doubt the most important career guidance I have ever shared, the hardest to achieve and the most rewarding when you do.

#5 It's not about you.

Impostor syndrome traps you in a self-centered mindset. You become consumed with thoughts about yourself; I’m worthless, I’m scared, I’m a loser. You can overcome this hyper-focus on the self by helping other people. Look for ways to serve other people and help them succeed. Check in with your co-workers and clients to see what help you can offer. By making it about others you feel better about yourself.

#6 Be vulnerable.

It's counterintuitive, but being vulnerable makes you stronger. Exposing yourself makes you more YOU and dissolves the impostor feelings. Statements like “I don’t know,” or “I’m sorry,” can lead to open, candid conversation. Try sharing your tender side and see what happens.

#7 Collect testimonials.

This is a way of “stacking the positives” with facts about your performance, rather than relying on your own opinion of how the world sees you. A great way to start is by asking your LinkedIn connections to write you a recommendation. Most likely people will be happy to publish a sentence or two of praise about you. You can post these on your website or put them on your social media, or just keep them in a “love file” on your computer. Collecting kudos about yourself is a great way to boost your self-esteem and to overcome impostor syndrome.

#8 Put Blinders On.

Don't compare yourself to other millionaires, other entrepreneurs, or other designers. Put blinders on and run your own race. Don’t keep a scorecard. If you must keep track of something, keep track of how much you have learned during a project or job, not how you are performing.Think about how far you've come, what you've accomplished, and how much more you know. That will give you fuel to go further.

# 9 No one else knows what they're doing either.

Impostor syndrome makes you feel like everybody else has life figured out. They have all the answers, and they do it all better than you do. The truth? They don't. We're all human, and by humanizing people and realizing that we're all progressing and struggling together, it takes the pressure off you. As Tina Fey says, “Seriously, I've just realized that almost everyone is a fraud, so I try not to feel too bad about it.”

# 10 You're Never Finished.

You are a work in progress. You're not done until you're dead. Period. So when those impostor feelings creep in, fight them off by reminding yourself that you are not “done for” or defeated. Keep moving forward, knowing that you will always be learning and growing. You're in a constant state of becoming. Always.

Putting an end to impostor syndrome is an act of self-love. Being able to fully convince yourself that you are praiseworthy and talented will help your career and your creativity thrive. If you can simply stall the thoughts for a bit by using some of all of these techniques, you’ll get much further than you can imagine.

"Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us." – Marianne Williamson

Our New Frankenword

A portmanteau is a linguistic blend in which parts of multiple words or their sounds are combined into a new word. Smoke and fog combining to become smog. Motor and hotel becoming motel.  

A frankenword.

I was looking for a way to describe something that is a duality, a symbiosis, two things that exist in co-dependency. Why? Because I think the branding and business worlds need a new name. 

The world of design and the world of business are converging. They are fueling and sustaining each other in increasingly inextricable ways. For businesses to succeed in today’s commercial ecosystem they are required to be more and more creative, producing visually engaging content in an ever-expanding array of marketing channels.

For creative professionals to succeed it's necessary to be fluent in the machinations of finance, strategy, business, marketing, and in demonstrating the ROI of branding to clients.

Brand design is becoming more business and business is becoming more creative. They are merging. Those that embrace the merger will thrive and those that do not will wither.

Desiness? Bizign? Crearketing? Entrepreativity?

What is the design+business/business+creativity frankenword?

Looking for a Greener Pasture?

A landscaping company in Idaho had a problem last week. They offer a service that clears unwanted brush and growth from your property - with a twist. They don’t use mowers, blowers and trimmers. They use goats.

We Rent Goats trucked in their workers, a herd of 118 eating machines to help a client who needed to clean up around a pond. Let’s just say that the crew didn’t really like the “flavor” of the work. Instead of clearing the pond grounds they decided to tramp over to the adjoining suburban neighborhood and snack on the much tastier flowers, scrubs and gardens of it’s residents.

It’s a classic example of “If you don’t give them what they want, they will go someplace else to get it.”

I often work with clients who have designed businesses, products and services who have taken the “If I build it, they will come.” approach. And often they wake to find that what they are offering is not what people really want. 

An early investment in consumer research and the competitive landscape will tell you what you need to build. Because not even a bottomless marketing budget can keep your customers from tramping over to the competition if what they offer is tastier. 

Perfectionism Is Killing Your Career: Here’s What You Can Do About It

Perfectionism can sound like a good idea. At first glance, it makes sense; being a perfectionist must lead to perfection. But the truth is that perfectionism is greatness killer. A 2016 longitudinal study verified that perfectionism doesn’t make you better at anything, and can actually make you significantly less successful in life. Many of us know from experience that it can:

• Hamper creativity
• Decrease risk-taking
• Make the creative process unnecessarily stressful

Pushing yourself to create strictly above-average work and consistently perform at peak levels seems admirable enough. But when your standards become inflexible and unforgiving, perfectionism becomes an impediment to success; creativity diminishes, risk-taking wanes and your stress level goes sky-high.

Perfectionism is counterproductive.

Perfectionists are driven by a critical inner voice that demands flawlessness. This inner voice never self-regulates, never shuts up. It’s your job, as the person in charge of your life and your work, to regulate this voice, so your creativity and productivity can evolve.

The first step in conquering perfectionism is, like they say in 12-step programs, acceptance. Try to accept that you have some thoughts and behaviors that that are undermining your prospects for success. For example, you may be spending 90% of your time on that last 10% of the project (this is one I frequently get stuck in). Step back and look at your thoughts and behaviors from a distance. When you catch yourself in a perfectionist tangle, accept and adjust your reaction. Acceptance allows for change.

Sometimes your inner critic is so fearful of failing that it paralyzes you. I’ve had that “scared stiff” feeling. When I was in art school I used to paint on large five by six-foot canvases. That huge expanse of stark white canvas was very intimidating. Often I would get an idea of what this perfect painting would be, go to my studio…and just stare at the white canvas.

I was absolutely paralyzed by my perfectionistic preconception of the final result.

Then I realized I only needed to do one simple thing to get the creative juices flowing: make a mark. Just making a mark - taking a brush and some oil paint and just marking the canvas. It didn't matter what kind of mark it was. It broke that white surface. It broke down the imposing aspect of not starting. That mark gave me something to react to, something to react against, something to build on.

Of course, I would cover it up with other marks, which would then disappear under more marks. But that first touch of paint to the canvas was the most important brushstroke because it got the ball rolling. It broke the paralysis of perfectionism.

Renowned author Anne Lamott encouraged her writing students to make a “shitty first draft”. “Almost all good writing begins with terrible first efforts. You need to start somewhere.” That’s true for all creative endeavors.

When Apple made their first logo, it sucked. It was way too busy and complicated. But they got it out there. Now, their logo now is so well-known I would guess that 90% of the population could probably draw it. It's beautiful, simple and refined. So far removed from their initial identity, yet it would be impossible to evolve the logo if they didn’t take the first messy step.

When you start off, even if you’re Apple, you're gonna suck a little bit.

That's just the truth.

But it’s actually okay because sucking a little bit makes you more human.

It makes you more approachable and relatable. People don’t warm up to other people (or things for that matter) that are too perfect or too polished. They are off-putting. It’s counterintuitive but scientifically verified that being vulnerable is actually magnetic (it’s called the Pratfall effect).

Maxims are great tools to short-circuit perfectionist thoughts. A helpful saying I use is “ship it,” or “done, not perfect.” Getting something out into the world, “shipping it,” is the first step in making it better. It gives you the opportunity to react to it or against it –it’s just like making my mark on the canvas. The faster you get it out there, the faster it becomes something – rather than just an idea in your head or a project cloistered in your office or studio.

“Sometimes when you innovate, you make mistakes. It is best to admit them quickly, and get on with improving your other innovations.” -Steve Jobs

Tech companies in Silicon Valley use a method called rapid prototyping. They create a minimum viable product (MVP) software or website and quickly put it on the market. The MVP is a starting point; it allows consumers to give feedback that’s used to iterate the design or the product; it begins the cycle of feedback and improvement. An MVP is a great model for conquering perfectionism. Put things out into the world that may be 90% there - accepting that it’s not perfect, but knowing you will learn from it. This will put any perfectionist out of their comfort zone, but that is where we grow, try new things, experiment, and innovate. Playing it safe never won any awards.

Pushing through self-imposed barriers opens you up to learning and improving.

Here’s an illustration:  One day my wife decided that she wanted to learn to play the viola. There is so much information about the viola out there. You can watch YouTube videos about the viola. You can attend lectures about the viola. You can read viola books, listen to viola music, but if you want to learn the viola, you have to pick up a viola and drag that bow across those strings and make a horrible sound. That’s the first step. Practice and practice until it makes a beautiful sound.  You will get better over time. That's very much what conquering perfectionism is all about.

It's about starting.

It's about making that mark.

It's about shipping it.

It's about innovating, improving and working outside of your comfort zone.

Conquering perfectionism is not always easy, but it does get you closer to more creative, fulfilling, useful work, with more perfect results (the irony!). Accept your perfectionistic thoughts and actions, and challenge them. Nudge them off the stage by doing something imperfect, no matter how small. It may be scary at first, but I guarantee you’ll feel liberated and more creative over time.

Finding the "Wow!"

SETI is a collective term for anything that concerns the search for extraterrestrial life in the universe. SETI asks the question: Is there anyone out there?

In 1955, Ohio State University built a telescope they called “Big Ear” to continuously scan the cosmos for radio signals. It wasn’t until 1977 that Jerry Ehman, a project volunteer, witnessed a startlingly strong signal received by the telescope. On the computer printout of the data he famously wrote “Wow!” in the margin.

It only happened once. But they heard it. They heard it because they were actively listening.

A couple weeks ago we conducted a strategy offsite with a client in Canada. She has a interconnected series of brands and wanted clarity on the best way to organize and grow her businesses. 

We didn’t approach the session with a specific point of view or predetermined answers. What we did was ask the right questions. And then we listened. 

When you actively listen - a mysterious and convoluted problem can be distilled into a clear signal. At the end of the day, the wall was covered with giant Post-It notes. On the last one we wrote “Wow!” in the margin.

To Win Big, Think Small

“Alice in Wonderland-like” syndrome is a disorder of the brain. The symptoms are named after Lewis Carroll’s protagonist Alice, who went down a rabbit hole and found herself shrinking or expanding depending on her circumstances. People who are afflicted by it misperceive the size and distance of objects, seeing them as larger or smaller than their natural state. 

In a white paper, comScore has reported that a staggering 80% of social media viewing is done on mobile devices. How do people choose what to consume? They click on thumbnails that jump out at them. So not only are viewers encountering content at a tiny scale, they are choosing what to click from even tinier thumbnail images.

When designing artwork for social media, for Facebook, for YouTube, you have to zoom way out.  When people view your post, your thumbnail may be as small as 3/4 of an inch wide. If your designs have lots of copy, small font sizes or detailed imagery, people are going to get frustrated and scroll right past them. Opportunity lost.

But when people click your thumbnail, you get traffic. When you get traffic, you win. To win big, you have to start by thinking small.

THREE LITTLE WORDS (AND PEOPLE ARE FREAKING OUT)

Companies regularly write lengthy vision statements, mission statements and mottos. Sadly, far too many turn out to be empty emotional BS.

Before Google got humongous they wrote a cheeky, three word, silicon-valley-punk credo for themselves: “Don’t Be Evil”. Having written a lot of long client credos, I loved it because it was only three words. And I loved Google as a business for putting a moral stake in the ground. 

Recently Google has been considering working on lucrative contracts for the Defense Department. Something about using AI and video image recognition for drone accuracy from what I’ve read. It seems lots of folks who work at Google are freaking out. They think that helping drones kill people better falls into the “evil” category just a tad. I’d have to agree.

Establishing a credo can be one of the most powerful things a brand can create. It guides every brand decision and action. It keeps you and your employees grounded in the brand values. Sometimes those values are tested.

Ultimately, Google withstood their test by refusing the Defense projects, demonstrating to the world their credo is meaningful and authentic.

Even if it is only three words.

The Big Fish

Anyone who knows me knows I love scuba diving. I love being in the company of fish. Particularly tarpon. Tarpon are huge. They’re metallic silver, can be over 6 feet long, 200 lbs. and are insanely fast. Like human-sized silver bullet torpedos in a hurry.

There’s a night dive in the Cayman Islands where you can lead tarpon around with your flashlight like a cat with a laserpointer. How? By shining the light just in front of their nose they can see smaller fish and zoom around in a midnight-snack feeding frenzy. It’s amazing to watch. They’re happy - and you have an incredible time too.

What I love most about strategy and marketing is that I am helping my clients brands find sustenance. By diving into their business I can shine a spotlight on new customers or markets they may have had trouble seeing. It’s a symbiotic relationship. They need the help of an outsider with special tools to thrive and by engaging we agency folks benefit also. 

There is nothing better than being a facilitator of others success. Because when you are, everybody wins.

The 7 Commandments of Brand Design

"Your brand is the single most important investment that you'll make in your business."
- Steve Forbes

When I talk about branding, I often talk about the 3 R’s: recognized, remembered and revered. The success of any brand can be measured by how well it has achieved those three simple words. But how do you get there? The design of a brand has to hit on a lot of cylinders to get to those 3 R’s. Here are seven of the key attributes of a brand’s design that are critical to success.

1st COMMANDMENT:  Make It Beautiful

Beautiful design is proven to be a quantifiable competitive advantage. Having an elegant, contemporary design is what today’s consumers expect. Great brand design is easy to look at. You need to look successful to be successful. A homely, amateurish brand design is going to make people click away from you, and you're not going to build your business that way. No one is going to volunteer to be an evangelist for an ugly brand.

2nd COMMANDMENT:  Make It Simple

The world is way too noisy and too complicated. We're inundated with a tremendous amount of visual stimulation and information every moment. Everyone's looking for simplicity in their lives. If you make it simple, you make it a less complicated and less stressful experience to interact with your brand. You also make it easier to be remembered (there’s an R again) and easier for customers to communicate what you do to others.

3rd COMMANDMENT:  Make it Strategic

Hoping it looks good is not a strategy. Your brand design has to be created with intentional focus on what your target customer avatar wants and is expecting from you. You have to display an aspirational aesthetic and speak their visual and verbal language. Great brand design is about reduction. Getting rid of all that is unnecessary and boiling down to the essence. Brand design strategy is as much what not to show as it is what to show. All design execution needs to stem directly from the brand strategy.

4th COMMANDMENT:  Communicate

All strategic brand design is communication. You need to communicate who you are, what you do, how you do it, how you do it differently and why people should care. Powerful brand design communicates through three things: semiotics, the meaning of symbols and images, through color theory and color psychology, and through verbal or written communication. By artistically weaving those three together, you tell a brand story.

5th COMMANDMENT:  Be Different

From the time we're adolescents, we all seek to fit in. Humans naturally gravitate towards the median,  to “normal”. It takes a lot of work, concentration and real courage to be different. Just like the brand’s unique selling proposition, having a brand design that visually differentiates you from your competitive environment can make breaking through the noise a hell of a lot easier. Just ask Method the home cleaning products brand. By adopting a product line in clear bottles with whimsical shapes and a rainbow of liquid colors they smashed through the sea of blue and orange dominating the laundry aisle owned by Tide and Gain. Not an easy thing to do. But they did it through design.

6th COMMANDMENT:  Be Consistent

In order to be recognized, you have to be remembered, and in order to be remembered, you have to be consistent. Everywhere your brand shows up, at every brand touch-point; online, retail, social, outdoor, packaging, media, your imagery, your color, all of your brand design elements have to be absolutely consistent. Every inconsistent touch-point erodes customer recognition. Inconsistency bleeds brand equity.

7th COMMANDMENT:  Be Memorable

If you're simple, if you're different, if you're consistent and if you communicate, you'll be memorable. And being memorable is the gold standard of brand design. If you're memorable, people will return to you, and they'll recognize you wherever they come across you. You'll create brand evangelists who will ultimately do the work of building your brand for you. And it doesn’t get better than that. Amen.

photo: Charlton Heston in Cecile B. DeMille film "The Ten Commandments"

The Brand from the Black Lagoon

When the film The Shape of Water was released my first response was disbelief. One of my favorite films as a kid was The Creature from the Black Lagoon, a black and white classic that was terrifying and yet somehow comforting in memory. How could they remake it? 

But when I saw the new version I was stunned by its beauty and poetry and thankfully it was a lot less scary. I guess I wasn’t alone. It just received the Oscar for Best Picture. 

Last week I was contacted by a prospective client who wants me to revise their brand identity. In doing my research I checked out their website. The site was like looking at a faded postcard from 1991. Unresponsive, a clunky columned layout, low resolution photographs.

The client had no idea how dated it had become. They remembered it as classic and comfortable. 

Is there an aspect of your brand that is due for a remake? Something you might revise to reach a level of beauty, poetry and performance that you hadn’t thought possible? And maybe at the same time make a little less scary?

photo: ©Universal Pictures

Going with the Flow

One of my favorite books is “Undaunted Courage”, which is about the Lewis and Clark expedition to map and open the American West. When they came to the Missouri River they knew they had to use it to travel north. The only problem was that the river’s current flows south.

The thing that blows my mind about their journey isn’t the distance they travelled, the brutal winters they survived or the Native Americans they encountered. It’s that they physically dragged a 55 foot keelboat loaded with thousands of pounds of supplies up the Missouri against the current. For hundreds of miles. My back hurts just thinking about it.

Recently, I’ve been working with a client to create a customer journey map for their website. The copy on many business’s websites just crows about themselves. Our services. Our products. Our processes. When you talk to your customers that way you are trying to drag them upstream.

Instead, you need to focus on their mindset. Your customer is there to solve a problem they have. What they really want to hear is that you understand, that you care and that you can guide them to the solution. Effective website copy isn’t about you. It’s about them. Selling is easier when you go with the current.