Showing posts with label values. Show all posts
Showing posts with label values. Show all posts

Wednesday, November 20, 2013

Beyond Tacos, Guacamole, and Hugs: El Dia de los Muertos

Latino influence in the US keeps growing one cultural example at a time. The Wall Street Journal published on Friday November 1, 2013 an article entitled "No Bones About It, Day of the Dead Is Finding New Life." The article talks about a trend among non-Hispanics, particularly in areas of heavy Latino presence like California and Texas, who now set up altars to their dead relatives in different locations. An interesting example is that of a non-Hispanic woman in Oceanside, California, who created an altar to her father in the trunk of his car.

I am surprised as I thought that this particular ritual would not transfer from the population of Mexican origin to non-Hispanics.  I had the impression that spiritual rituals tend to be more strongly culture bound and related to deeply ingrained beliefs and emotions.  Emotions that are derived from people's upbringing and sense of self.

But there it is! Not only has hugging become popular (see a prior blog post), but now more spiritually oriented beliefs are transcending their origin. The Day of the Dead celebrated on All Saints Day, has its roots in cultural beliefs that talk about the skies opening on that day so the souls of the dead pour back to earth to spend time with loved ones. Then, the loved ones left behind celebrate the life of the departed with lively parties at cemeteries, homes, and other locations.

In Google.com/trends one can see that the highest number of searches for both "dia de los muertos" and "day of the dead" happened in 2013 in the United States and that the States where those searches originated most prominently were California, New Mexico, and Texas. Clearly these searches may have been originated mostly by Latinos, nevertheless, why would 2013 be the highest incidence year when immigration from Mexico and Latin America is lower than in many prior years? It is likely that these searches originate from many non-Hispanics who are embracing the celebration.

At the Center for Hispanic Marketing Communication at Florida State University, where many of the students are non-Hispanic, Dr. Sindy Chapa erected an altar in the memory of her father as shown below.



Museums around the US have had exhibits of altars for dia de los muertos both to celebrate the culture and to show the folkways of mesoamerica. From Oakland, California, to El Paso, Texas, even to the Idaho Historical Society, museums have in one way or another presented exhibits to mark the celebration.

Skelita Calaveras the Monster High doll created for Dia de Los Muertos has been a great success for Mattel, and the doll has been searched by name extensively in US States with strong Latino presence. As marketers realize the importance of Latinos to their bottom line, almost by accident they also educate the rest of the population about Latino cultural features.

What do all these stories and anecdotes tell us? As Hispanics acculturate they also spread the allure of their customs and beliefs. Acculturation is a two way street in which we learn from each other and find aspects of the culture of others attractive and meaningful. When cultural influence goes beyond the material aspects to the intangible and spiritual, one witnesses a societal transformation that should make marketers think more about culture and the future of marketing.

Wednesday, October 2, 2013

Bringing the Zappos Culture to Your Branches

If you're going to learn, learn from the best!  

Zappos went from a struggling start-up in 2000 to being acquired by Amazon for $1.2 billion in 2009.  And the driver to their success?  An unmatched dedication to customer service fueled by a relentless focus on a positive corporate culture.

"If we get the culture right, then everything else, including 
the customer service, will fall into place."
Tony Hsieh, 
CEO, Zappos

Hsieh is a genius.  It works for Disney, it works for Ritz-Carlton and it will work for you!  Focus on the culture.  Your competition can copy products and beat your price.  They can build more branches or out-tech you.  But if your culture rocks, they cannot take that.

We need more retail strategy in banking and the bank or credit union in your market that differentiates on culture will win the market share.  Here's how the best in the biz has done it:

ZAPPOS FAMILY CORE VALUES
1. Deliver WOW through service: To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that's above and beyond what's expected. And whatever you do must have an emotional impact on the receiver.
2. Embrace and drive change: If you are not prepared to deal with constant change, then you probably are not a good fit for the company.
3. Create fun and a little weirdness: We don't want to become one of those big companies that feels corporate and boring. We want to be able to laugh at ourselves. We look for both fun and humor in our daily work.
4. Be adventurous, creative and open-minded: Over time, we want everyone to develop his/her gut about business decisions. We want people to develop and improve their decision-making skills. We encourage people to make mistakes as long as they learn from them.
5. Pursue growth and learning: We believe that inside every employee is more potential than even the employee himself/herself realizes. Our goal is to help employees unlock that potential. 
6. Build open and honest relationships with communication: Strong, positive relationships that are open and honest are a big part of what differentiates Zappos from most other companies. Strong relationships allow us to accomplish much more than we would be able to otherwise.
7. Build a positive team and family spirit: The best leaders are those who lead by example and are both team followers as well as team leaders. We believe that, in general, the best ideas and decisions are made from the bottom up.
8. Do more with less: While we may be casual in our interactions with each other, we are focused and serious about the operations of our business. We believe in working hard and putting in the extra effort to get things done.
9. Be passionate and determined: We value passion, determination, perseverance, and the sense of urgency.
10. Be humble: We believe that no matter what happens we should always be respectful of everyone.

Think of the power and freedom of these values.  Every single employee understands what is expected of them, every day - in customer and internal interactions.  In recruiting and hiring, candidates and employers know if Zappos is the right fit.  If you want to wear a suit and tie, fill out TPS reports all day and disappear into the woodwork to pick up a weekly check ... Zappos is not for you.  


So it's easy, right?  Just add these 10 values to your employee manual and voilĂ , your world will change overnight.

No so much.  What makes the Zappos brand and culture so powerful is that you CAN NOT simply slap anyone's logo on it and make it work.  Are you prepared to shave the heads of your employees?  Are you ready to have a record-long 10 hour service phone call to get it right for the customer?  Will you hire a corporate life coach?  Will your culture support a daily photo game where staff match employee photos to names so they get to better know each other?  Zappos did!  The Family Core Values are not just words on paper, but demonstrated every single day.

When you sit down to define who you are, make sure that it is unique to you.  Something that defines who you are and aspirationaly what you want to be.  And above all, it needs to be centered around the people who walk into your doors, click your website and call you every day.


Folks, this stuff works!

Zappos list of awards:

  • J.D. Powers Customer Service Champion, 2011
  • WGSN Global Fashion Awards - Outstanding Customer Service, 2010
  • CMG Vision Award, 2010
  • Innovation All-Star, Fast Company, 2010
  • NRF Innovator of the Year, 2009 & 2010



We bring these marketing philosophies to credit unions and community banks nationwide, and would love to bring them to your institution too. Contact us to see how.

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