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Le+PelletierSANTA ROSA, CA - At the highest level, there are three basic Marketing Strategies. Most companies will only be able to pull off one of these. Certainly most small business should only attempt to pick of them. It takes a lot of expertise to be able to operate two of these at the same time. No one can do all three. If you don't understand what strategy your business is following, you have a problem. Do customers come to you because you:
- Offer efficiency? (Variety at low prices)
- Offer high quality? (Charge a premium for premium products or services)
- Offer customer intimacy? (Customized to individual consumers)
These things tend to make more sense in thinking about the famous brands and what they would have been like as start-ups.
Walmart - Highly Efficient. Walmart offers lots of choices at the low end. It is famous for its operational efficiency, squeezing every penny out of its vendors and frankly its employees. So what you will, the marketing strategy is clearly on efficiency. It offers variety at low prices. It's a volume business. It knows how to buy, distribute and sell at huge volumes. It doesn't offer high quality products and it certainly doesn't offer intimacy.
Starbucks seems like another company that makes profits though huge volumes and operational efficiency. It's not the best coffee in town (although it's better than some) and it's not an intimate experience.
Apple - High Quality. In the technology world, I think of Apple as a high-quality provider. Their products are simply better than almost any other computer seller. They're beautifully designed, well built, they offer pretty great customer service. You pay a premium to buy a Mac or an iPhone, no doubt about it. They're too big to truly offer intimacy but through the Apple Stores and AppleCare, most customers feel like they can get personal attention, so they straddle quality and intimacy, in my opinion.
At the other end of the spectrum, Dell is definitely an efficiency-oriented company but they also originated the 'Build Your Own Computer' model, which is basically customization. At the end of the day, that feature doesn't really go to intimacy though but to efficiency. An intimate computer company?
Your Lawyer/Tailor/Doctor/Organic Farm/Etc. - Intimacy. No brand-name company can truly offer customer intimacy. For that you have to be a local provider, who can meet and understand your client's needs and problems. If you want a tailored suit, you have to go in person to your local tailor, who has to take the time to measure you, then cut and hem your suit exactly to your proportions. In the law, you could go to one of the bankruptcy mills, where you get a lower price but zero personal attention (efficiency-centered company), or you could see a local bankruptcy attorney and get personal attention. Depending on your needs you might pay a premium to go to a expensive lawfirm (quality) but if your needs aren't that complicated it might be better to a less-expensive but perfectly competent attorney (intimacy).
For small businesses, we don't have the scale to operate a high-volume, low-margin business. We're either going to charge a premium for a superior, niche service, or going to provide excellent customer service and a customized experience. I recently had a conversation with someone who was interested in copying a business "that used to be in Healdsburg" -- selling relatively low-cost imported fair trade items from the developing world. The operative words were "used to be." Why is that?
Because they were selling low-cost items, they simply had to do serious volume for the business to make sense. Selling low-margin items at low volumes just won't cover the rent. Without volume, this business has to either be selling quality items at a substantial premium (think
Gado-Gado in Santa Rosa's Railroad Square) and the inexpensive things are loss-leaders to get you in the store -- or they're providing great customer intimacy (as part of an interior design business, they sell items as accents - essentially give-aways. That sort of thing.
So, Sonoma County small businesses ... are you a quality seller or an intimate seller?