Confessions Of A Marketing Addict Confessions Of A Marketing Addict
Confessions Of A Marketing Addict Confessions Of A Marketing Addict Confessions Of A Marketing Addict Confessions Of A Marketing Addict Confessions Of A Marketing Addict Confessions Of A Marketing Addict Confessions Of A Marketing Addict
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Friday, August 26, 2005
Previously posted August 21, 2003

The Customer From Hell

I am the ultimate Customer From Hell.

It is the bane of my existence to have a career in Marketing. Basically, because it is inculcated in my brain that the customer comes first and is always king. It's a mantra in the marketing world and not knowing it and saying that line even in your sleep spells death for your business and career. Ergo, I tell my sales team to always bend themselves backwards and forwards to please customers. It's not just the first business I'm concerned with, I'm after the repeat business itself because that's the one that will push the bottom line up.

Because of the brainwashing, I now expect that I, the customer, will also get the same royal treatment I demand and insist my sales team give to our own customers.

Sadly, it doesn't work that way. And this is where my notorious temper gets the better of me.

You don't tell me that I get my American dollars via overnight delivery when what you actually mean is 48 hours. 48 hours is 24 hours more than overnight delivery. You don't promise me my cheeseburger with extra pickles in 3 minutes when you mean 3 and a half minutes. You don't sell me an entire computer package whose programs bog down every other name because the hard-earned money I paid covers the freakin' program. You don't tell me I can't get a refund or have the stupid CD replaced when the one you sold to me has tracks that refuse to work.

The Marketing Addict to:

New York Bay: I have been your loyal customer for 15 years. Don't you think I should be considered of value? How much business have you made of me in those 15 years and, now, you give me crappy service? If you can't deliver overnight, then, don't make that claim!

McDonald's: Akala ko ba 3 minutes lang ang cheeseburger ko? Kanina pa ang 3 minutes ha!

RCA Computer: I don't care what you did yesterday. You told me the computer technician will be here and he wasn't. I paid a fortune for the damned thing, at the very least, you can ensure the freakin' program works!!!

Of course, all that is said in a voice that even Martians themselves can hear and very well understand even without an interpreter.

Oh yes, I am the customer from hell and I will not apologize for it.

Continue reading this...

Marketing Confessions of Sunny whispered 4:32 PM
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. . .
Previously posted May 5, 2003

An Acquired Taste

Why do I read business books and magazines? I didn't before. Like I said, I WILLED myself to read business books. At first, I couldn't make heads or tails. It was like reading in Greek. But, I forced myself to continue because I knew that I needed to educate myself if I was to succeed in business. I knew that, apart from formal schooling, I needed to augment that knowledge if I was to acquire the business acumen and savvy I must possess to make it in the corporate world.

The torture I went through was close to debilitating. I always flunked Math. I was never good at problem solving. So, imagine what I had to go through to understand a single page of Fortune or Forbes. The business dictionary was forever by my side. I had to understand phrases like investment portfolio, securities, brokerage house (which I merely thought of as people who helped you get your cargo off the pier as in my customs broker). I had to understand Silicon Valley gibberish and one page of Forbes Web was enough to give me a week's worth of migraine.

Then I scoured the Internet to know who these people were and what these companies were all about. I had to understand business trends. Eventually, I moved to business books when I felt capable of reading at least one chapter without developing brain tumors.


I scoured the Net again for business books that came highly recommended. I learned to distinguish which was crap and which was the Holy Grail of business. I discovered which business analyst was worth his corner office, his website and access to the corporate jet. Slowly, I learned which companies in the world were worth how much and who were the movers and shakers in this company. More importantly, I discovered what power meant, how it is acquired and how to wield it to your great personal advantage.

I never met them and they will probably never know me in this lifetime but I had the best teachers in the world --- men and women who walked the hallowed halls of corporate America and those in Europe --- Lee Iacocca, Jack Welch, Bill Gates, Steve Jobs, Jay Conrad Levinson, Mitch Myerson, Oprah Winfrey and more. From them, I taught myself marketing and business savvy. From them, I learned how to turn myself into a brand.

Shockingly, the success didn't, couldn't and wouldn't make me happy. It failed to soothe the savage beast inside me. My soul's thirst was not quenched at all. And that is why I left and, now, I couldn't be happier.

I will forever love marketing and business. To pit your brains against the best in is ecstasy without the suffering. It is an addiction worth cultivating. The adrenaline rush can never compare to anything. That's why I have repackaged myself to become a marketing consultant.


I was reading my newest Fortune 500 about this CEO Jamie Dijon of Bank One and I have finally found the phrase that I think best describes my business and management style: passionate, obsessive personality. I can sooo totally relate. Tempestous, highly emotional --- like a twister --- aggressive to a fault, brilliant. So like me except for the brilliant part. I know I'm intelligent and smart but brilliant is an overpromise.

Did I enjoy making myself go through this agony? Eventually, I did. Now, I cannot imagine a week going by without reading at least one business book and several business magazines. I have regular subscriptions to Forbes and Fortune, thanks to Mommy. I read now purely for brain food and because...well...I enjoy reading about people who've surmounted odds to become the powerful men and women that they are.

Reading and learning about business is very much like eating Japanese food. It is an acquired taste.

Continue reading this...

Marketing Confessions of Sunny whispered 4:04 PM
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. . .
Wake Up, Marketer

I learned a new word today. SEMIOTICIAN.

According to my Encarta Dictionary, a semiotician is one who studies signs and symbols of all kinds, what they mean, and how they relate to the things or ideas they refer to. Apparently, it's from the study of semiotics. Hmmm...

I was researching through my digital files and I came across Chris Mayer's article. That's where I met Mr. Semiotician.

ANYWAY.

Much has been written about marketing to customers. So much, I believe, that it merits an entire internet portal of its own. It's true. Check out
Google and see if you don't get mummified from all that marketing data the behemoth search engine manages to spew out.

Chris Mayer's article opens your eyes to the probability that, perhaps, way too much marketing activity is contributing to corporate losses instead of adding to corporate profits.

I can feel the blast of gasps now from all the way here. Okaaay! RELAX, geez! I'm not recommending that you, Product Manager, should be fired so B-A-C-K O-F-F! Read the article first before you have a seizure and you will discover that it actually recommends a different approach to reaching consumers.

Make them feel less hunted. Instead, respect their importance to our businesses and treat them in a manner that shows we indeed respect that importance.

You know what I hate about Corporate Philippines? The fact that most marketers (yours truly included) do understand the importance of customer service but, most often, act and decide in a manner that makes you question whether they really do get the darned concept. There's way too much arrogance in this fair land of mine while dealing with consumers. As a marketer, I am guilty of such an attitude and, as a consumer, I am royally pissed when I am on the receiving end of it.

Most of the time, customer complaints end up in marketing cubicles and, 10 seconds later, I have fielded them to the concerned department and promptly forgotten all about it. Usually, I pay lip service to it because my mind is on that presentation failing to realize I will not be presenting anything soon if I keep this attitude I have towards customers.

There's a thick disdain where customers are concerned despite knowing their values to our businesses. We take this attitude that customers should be grateful we exist when, in reality, WE should be the ones who should be thankful they patronize our products and services despite the shit campaigns we create. Campaigns that, most of the time, we do not process fully because it's just another work assignment we need to offload from our desks and schedules.

But, the atmosphere now is way better than it was 15 years ago. Back then, it was: If you don't like it, then, don't buy it. What the hell do I care? I have plenty more where you came from.

Now, the tables have been turned. Customers are coming to terms with their power and are giving marketers hell for all the crap they had to endure. It serves us right. Thankfully, we have started to realize what is happening and are responding appropriately albeit oh so slowly.

I may not have been comfortable with Chris Mayer's suggestion but I have to admit it merits a lot of serious thinking. Having been the object of one too many stalking incidents, I will be the first to say that being a prey is soooo overrated. This is probably a good time to start thinking of my client's customers as real people with real needs and not just another statistic on my PowerPoint charts.

I fail to remember that, often, it's not just about the bottom line and a customer is more than just a number.

And, if I don't want to end up begging for food on the streets, I better tattoo that on my forehead.

Continue reading this...

Marketing Confessions of Sunny whispered 2:46 PM
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. . .
Wednesday, August 24, 2005
I was asked to write an article on customer service before for Pagcor. It formed part of their newsletter that had a marketing focus for that particular issue. The aim was to make everyone - staff and bosses alike - to understand the importance of customer service.

This is what I wrote: (Quite lengthy, I'm warning you)

MARKETING 24/7


"Well, I'm not from the Marketing Department so marketing is not my responsibility."

Wrong.

Marketing is everyone's responsibility. From the CEO to the janitor, marketing is a function that everyone in the company should exercise. The Marketing Department may conceptualize marketing plans and programs for the company but everyone in the company implements it. Everyone.

The most common mistake people often make when it comes to marketing is in thinking that marketing is merely all about promotions, advertising, sales, PR and looking drop-dead gorgeous. Promotions, advertising, sales and PR are only functions of marketing but it is not marketing in itself. As for looking gorgeous – well, it’s an occupational hazard.

Marketing is not just about knowing the meaning of marketing words and phrases like "branding", "brand equity", "positioning", "niche marketing", "market segmentation" and others like it. Often, people use these words only to impress their listeners but are actually clueless about the real essence and nature of marketing.

Marketing is bigger than all that. It relies heavily on analysis. Marketers scrutinize and analyze all internal and external forces that directly and indirectly affect the products or services they offer. They scan both the industry and the business environment in order to properly analyze all the data that passes through their desks. They constantly do SWOT analysis on their products and on their competitors so they know exactly where they stand in the arena of their particular industry. They do countless market research on every aspect of their product/service and their target market to determine if they are or will be doing the right thing. Without any of these analyses, they cannot make a strategic marketing plan which will greatly increase the chances of business success.

They coordinate with all departments and agencies in order to ensure the proper implementation of that marketing plan. A marketer does not merely talk to advertising, PR and media agencies. He talks to everyone.

He deals with Purchasing and Logistics to make sure that all materials and supplies needed to produce his products or offer his services are all available. He meets with Production and R&D so that the target market gets the product they want and not just the product the company wants to make. He sits down with Finance to negotiate for pricing schemes, forecasts and profit margins. He talks to Audit to ensure that everything is accounted for and no unnecessary expense has been incurred that would have an adverse effect on the target profit margin. He goes to HRD to have the necessary manpower he needs to implement the plan. He huddles with Treasury, Accounting and Collection to make sure that all customers being served by the company are not only getting good service but, more importantly, they are paying well and paying promptly for the said product or service. In order to get his hands on important data, he has to see the MIS or IT department. Of course, he deals with Sales who are the frontliners of his plan. In a sense, all other functions of business are a part of marketing.

Most of all, he has to inform the entire company of his marketing programs. Because no marketer worth his name would go on and implement a plan that half of the company does not know of. Nothing could be more humiliating than having a customer call about an ongoing promotional campaign and you have a receptionist answering that she is not aware of such a promotion.

You would think that's a lot for one person to go through in one day. Amazingly, that's only the tip of what a marketer does and what marketing is all about. You talk and talk until your throat runs dry. Yet, you are expected to listen and listen until your ears bleed. On top of which, you must constantly think and think until your brains fry.

In a nutshell, marketers must make sure they know and understand everything and anything that affects the company's bottom line. Because, at the end of the day, the battle is waged at the bottom line. If your marketing strategies do not bring in profits, it is useless. Ultimately, the goal of marketing is to make sure the company earns.

So, whoever said that marketing is nothing but a glamorous job is sadly mistaken. It is an enormous responsibility that should not be taken lightly. It is not enough that you have the brains for it; you must also have the talent and the character to do it. And do it well you must. When you hold the integrity of a brand in your hands, it carries a great weight on your linen-encased shoulders. Because carrying that integrity also means partly carrying the company's destiny.

Marketing encompasses everything in a company. Nothing begins and ends without marketing. This is because anything that directly or indirectly touches the customer is marketing.

Great companies that practice great marketing do so 24/7. These are the ones that also earn great profits 24/7. As Jeffrey Fox puts it, they become a superstar marketing company. A superstar marketing company can afford to pay its employees top price for their services and throw in additional perks as well. They have the resources with which to take care of their employees and reward them for a job well done.

Translation? You can avail of that salary loan to finance your kids' tuition this school year because the company has funds from which to take out that loan. You can apply for a car plan because your company has enough money to absorb the cost of that car plan. You can spare yourself the agony of going to a loan shark to help you shoulder the medical expenses of your ailing mother because your company can loan you that amount. More importantly, you can now date your girlfriend in peace and in style because you have just been given a salary increase.

Barring issues of mismanagement or other factors that affects a company's bottom line, you can get all these because your company made it a point to practice great marketing 24/7, thus, ensuring a steady downpour of profits into the company coffers.

So, how can you help turn your company into a superstar marketing company when you don't understand any of those fancy terms marketing people use? What can you do to bring in those great profits when it is beyond you to think of a great promotional or advertising campaign?

Very simple.

You give great service to your customers.

Customer service is another important function of marketing. It is not just about knowing how to treat your customers well. It is also in knowing how to treat them the way they want to be treated and going beyond that expectation.

When a customer walks into an establishment, he judges that establishment according to the first person he meets that represents the establishment. He also judges the business according to the first things that greet him as soon as he walks through that door.

If he is greeted by a rude security guard or doorman, then, it tells him that this is a business that is not sensitive to his needs and wants. If he is made to sit in a dusty chair, the message being conveyed to him is that this business does not care about him at all. If he was made to wait for 30 minutes by an executive he had made an appointment with, it tells him that the business does not consider him important. You'd be lucky if he stayed for another 10 minutes and even luckier if he decides to buy something from you at all.

If he walks out and takes his business elsewhere, then, you have no one to blame for that loss but yourself. And when he does walk out, he takes with him his money – money that he was very willing to part with and put in your pocket so you can score additional pogi points with the receptionist downstairs. Alas, the customer walked out and took with him all your romantic hopes.

The moral of the story? Clean that chair. That chair could have serious implications on your love life. Greet customers cheerfully and sincerely. But, don't be annoyingly perky like those guards in the fast food restaurants where they blast your eardrums with their greetings. After all, one doesn't have to shout to be sincere.

Do not make him wait. He was polite enough to make an appointment; therefore, short of a natural disaster or a life and death situation, it is the height of bad manners to make him wait for another 30 minutes no matter how high up you are in the corporate ladder. Your rank is not an excuse for bad manners. In fact, the higher up you are, the more it is expected of you to practice good manners. You cannot teach your subordinates what you yourself sorely lack. Leadership is shown by example. Give your lieutenants something worth emulating.

Often, we think nothing of one customer who walks out. After all, what is one customer compared to the hundreds that pour in? That is plain and simple arrogance. In this day and age when competition is tough and customers are getting more demanding, no business can afford to have that arrogance. That arrogance will spell death for the business and unemployment for you. If you are unemployed, no woman in her right mind will want to be seen standing next to you and no bank will touch you with a 10-foot pole.

Imagine if that customer is willing to shell out P100, 000.00 at the gaming tables a night. Imagine if he does these three nights in a row. Stretch your imagination some more and imagine if he does this every week. Take out your calculator and do the math if he does this every month for a year. That measly P100, 000.00 does not seem so measly now does it? Do you want to imagine your life without this customer? Only a fool would.

And what about the customer who is more than happy to plunk in his millions at the baccarat table but decided not to because the waitress who served him his brandy was PMS-ing that night? The waitress deserves a lifetime of PMS misery for the loss of those millions. Or, the executive who thinks he is too high up to be bothered enough to pick up a candy wrapper that litters the carpeted hallways? On his heels follow a rich fellow who was prepared to part with the contents of his wallet but backed out at the last minute. Why? He felt that if this business has executives who don't care enough to pick up a tiny piece of candy wrapper, what does it say about other things that this business does?

Thou shall not be arrogant to customers. For to the arrogant goes the kingdom of a failed business. Welcome to unemployment.

Everyone practices customer service. But not everyone practices excellent customer service – service that meets the customer’s expectations and even exceeds it. Great customer service 24/7 is a function of great marketing 24/7. No one in the company is too high or too low to practice it.

Never forget who you owe your car plan to. Never forget who gave you the money to pay off your credit card. Never ever forget who was responsible for putting money into your wallet for that all-important, life-changing date.

It is the guy who walked through the casino doors last night who noted that you greeted him sincerely. It is the woman at the slot machines who was taken aback at your sincere cheerfulness as you served her drinks at 3 a.m. She was so touched by your sincerity that she stayed for 3 days straight at the slot machines. It is the businessman who didn't have to wait for you as you argued over the phone with your wife or husband on his time. It is them and so many others before them who willingly parted with their wallet because you provided great customer service.

You don't need a degree in business to practice great customer service. All you need to do is ask yourself this question: How would I want to be treated by this establishment if I was their customer? What will I expect in return for my money?

Answer that and you can practice customer service like a pro. When you do, you are executing one of marketing's important functions. You are helping your company become a superstar marketing company. You are safeguarding your future.

Today, take a good look at the contents of your wallet. Study your credit card bills. Analyze your mortgage payments. Calculate the interest of the debts you owe to the loan sharks. Compute the cost of education for your 5 children. Gaze carefully at that Thailand travel brochure. In your mind, embed the face of the woman you are in pursuit of and think of how that face will look when you are unemployed.

Keep those images in mind when your business opens its doors to customers. Remember all of that when you are tempted to slack off from giving your customers what they deserve. You should give to them what they have honestly paid for. When you do, these people will reward you for a job well done by ensuring that the company stays in business and you stay employed.

Now, go and practice great customer service and help your company become a superstar marketing company.

Continue reading this...

Marketing Confessions of Sunny whispered 5:24 PM
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. . .
Previously posted June 18, 2005

Bren-Dead

My American client is giving me a migraine. I had the longest 3-hour netcon of my life yesterday. I would've loved to hit him with a bat except he's in Chicago.

I believe in his vision. I believe in his business. I believe it has great potential. I admire his enthusiasm but the man insists on running on sheer energy and passion and nothing else. And while I strongly believe that passion for your business is important to business success, I also believe that you have to do your homework in order to convince investors that you deserve their money.

You can't just go to a venture capitalist and say, "This project is meant for me" (which is exactly what Bren intends) when you're asked why you think your business has good market potential. You cannot just march up to an investor with enthusiasm and a chaotic business plan. Because if you cannot be bothered to make a decent and coherent strategic business plan, what guarantees will your investor have that you can be bothered as well to take care of their money and ensure that your promised ROI will happen in the time frame you said it will?



Bren insists that I should take the position that advertisers will share his vision and will fall all over themselves because he believes in it. Duh. Yes, there is money in advertising. And, yes, you see it all over the place. But, the trick is to convince CEO of Giant Corp., Inc. that he should invest a portion of that lovely money in you as well. Simply saying that you have a great business and vision is not going to do it.

Geez! You cannot even give your marketing consultant a coherent answer on how the ROI will look like and you want to take that half-baked plan to someone on the hopes that he will invest just because you believe in it?! According to him, a business plan does not guarantee success. I totally agree. But, then, again, a business plan can also lessen your failure rate.

Oh no, says Bren, the future Chicago magnate, businesses fail because there's no energy. All that talk about ROI is stuffy, tedious and boring. Ahh…try telling that to your venture capitalist and see where it will lead you to. The front door, I would imagine. And not entering at all but leaving.

This is the thing that frustrates me about clients. You hired me to give you sound business advice. That does not exactly mean I will agree to everything you think of especially when I know it isn’t going to fly. I may not agree but I am on your side. Just because I disagree does not spell disloyalty. It just means I'm doing my initial responsibility – protecting you from yourself. Why will I encourage you to jump off a boat when I know very well you’re not wearing a life jacket? Shouldn't I, at least, ensure you will survive 3 days at sea before the Coast Guard comes to pick you up?

Bren, of course, does not see it that way. He thinks I'm being unsupportive. I am not being unsupportive; I am being prudent. And while I do know that there is no sure formula for success in business, shouldn't you at least try to lessen the odds of failing by preparing a business plan?

Then, he goes on to say that I do not know exactly what the Vice President for Marketing will say. I am only presuming he will decline the offer. Yes, I am. But, isn't it more dangerous to go into that office filled with optimism and nothing else? No preparation or plan B for a possible rejection? What happens to you and your business then when he actually says no? You will hold a gun to his head until he says yes?

To which he then whines that he believes in it and so does everyone else. Honey, I believe in it. The world and his wife may believe in it. But, that becomes a different story altogether when you ask them for money to turn that belief into reality. At that point, they will want to know your ROI, industry analysis, competitive study, forecast and all the tedious, boring stuff that go with setting up a business.

You're asking them for their money. It isn't yours. To expect them to give it to you on sheer faith alone is the height of stupidity. Which part there does he not understand?! Good grief, it’s very elementary. You want my money? Fine. But, give me some sort of guarantee that you know what you're doing. One way of convincing them is when you have a coherent and strategic business plan based on actual industry performance and not the stock market of Never Never Land.

It is so frustrating dealing with people like Bren. And the sad part is the man is not stupid at all.

Continue reading this...

Marketing Confessions of Sunny whispered 12:36 PM
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. . .
Previously posted June 5, 2005

Beer, Women and Song

I hate
Kris Aquino's newest TV commercial for San Miguel Beer. The woman has set women's movement back by 10 million years. Positively archaic. That last part where the guy says very casually and in an oh so chauvinistic tone, "Bagong driver ko (my new driver)" and, then, she tosses the Ferrari's keys to him is completely grating.

A. I was not put on this earth to be some man's driver. In fact, I was not born to be some man's anything. Therefore, I find the commercial insulting to my femininity. As other women should.

B. For a woman who's supposed to be successful, modern and upwardly mobile as Kris portrays in the TVC, don't you think you have better things to do with your time than drive your man around all the time even if he is a fantastic lay? And we all know about Kris' sexual prowess having been oriented about it by her in great detail once too often and on live national TV to boot. The woman knows no fear. Or shame, for that matter.

C. You would think that a woman who can own a Ferrari would also be able to afford a driver to transport this helpless man from one place to another. Instead, she takes a few hours away from being a productive citizen to drive this beautiful work of art and its worthless passenger down the middle of a field to a box house located in the middle of nowhere. What is wrong with this picture? Why anyone would want to live in a field is beyond me as well. Unless, of course, you're one of the children of the corn.


I suspect that the entire production team of this TVC is made up of very frustrated women and this commercial is their ultimate fantasy. For what self-respecting woman will agree to this insulting storyboard? I would've trashed it on the first presentation. Then, again, it’s San Miguel Beer – a product patronized with such fanaticism by every chauvinistic Filipino male on this side of the ocean. So, I'm assuming this feeds their chauvinistic fantasies as well.

I don't drink beer. On rare occasions that I must, I choose San Miguel Lite. I never drink the Pale Pilsen variety that the TVC markets. It's very bitter and, with each gulp, I can almost hear my colon ripping apart as my gastric juices go on a rampage. I tried Pale Pilsen in college and I have sworn since then that not even the threat of dehydration can get me to repeat the experience.

I have a lot of female friends who drink that beer. Most, however, prefer Lite. Of course, every macho Filipino man can, should and must drink Pale Pilsen no matter what their digestive tract says. And, by the cases, if you want to emphasize your manhood. I grew up in a family where the men categorize that product as water. Seriously. Many of them have succumbed to liver cancer from that stupidity.

I'm guessing I'm not the TVC's target market. This is probably for those women who don’t know any better. And – HELLO. As Joseph also pointed it out, Kris Aquino does not drink the beer in the TVC. She merely holds the bottle. I'm willing to bet a year's income the fair Kris would rather give up bed- burning sex than drink Pale Pilsen. It’s for the masses, you know.

Lately, I cannot understand San Miguel Beer commercials. What's with that Judy Ann Santos episode? Thankfully, they pulled it out. I'm guessing the marketing manager who approved that has been fired. Worst, he could be loading beer cases in the warehouse along with some of their ad agency people. If he hasn't been, gawd! He should be. All that budget gone to waste. And, now, Kris. She would've been ok as an endorser but the storyboard is just baaad. It's a concept from hell.

I'm trying to read San Miguel Beer's marketing campaign. Offhand, they seem to be targeting women. But, on closer inspection, they could be targeting men in their 30’s and the women are there purely for aspiration. Drink San Miguel and you get this kind of woman. If they are, however, targeting women, they're doing a very bad job. Someone has not been interpreting those research numbers correctly. Or, in dire need of analytical skills.

Geez! If I spend my nights reading marketing campaigns behind 30-seconder TVC's, I really need to get a life. No wonder the TVC doesn't appeal to me. More to the point, this explains why I have no man in my life. Because who would want to spend his time with a woman who spends her time doing this?

I'm concentrating on my Korean hottie from now on. That way, it's just the Korean interpretation of falling in love and their buses that will upset me.


Continue reading this...

Marketing Confessions of Sunny whispered 12:35 PM
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. . .
Previously posted June 5, 2005

Delivery From Hell

Can I just tell you about my experience today with Greenwich Delivery. Are you reading this, Greenwich Marketing Manager?!

Before I begin my tirade, let me inform you that my first marketing job was with Jollibee where one of my 1st tasks then was to set up and market the Jollibee Express Delivery System (JEDS) in my neck of the woods. In short, I set up the very first delivery system in this area.

I remember the horror of setting it up and trying to hit puny targets at a time when the telephone service sucked and people absolutely refused to understand the concept of a delivery service. I also recall with vivid clarity walking around subdivisions in my red uniform, heels and being chased down the street by some rabid dog as I attempted to litter villages with flyers. Have you ever tried running a marathon in 3-inch heels? I do not recommend the experience.

I had food delivered to my house just so the books will show that, at least, there was one pathetic order for delivery that day. Most of all, 8 years after the fact, I can still remember to the last word, centavo and second what and how it takes to operate the g**ddamned service.

So, yes, when I talk about food delivery, I most definitely know my shit.

I call up Greenwich Delivery. The order taker was flawless until I asked what time I will get my food. It will take "30-45 minutes". Are you shitting me?! My house is barely 15 minutes away (with traffic) and you expect me to wait for 45 minutes for 1 order of double pepperoni pizza, 1 order of lasagna, 1 order of baked macaroni and 1 glass of pearl cooler? And what is it with the "30-45 minutes"? Telling the customer "30-45 minutes" is very bad form. It's having your cake and eating it too.

This "30-45 minutes" reply pisses me off. I tersely asked if there was a delivery guy around and she tells me there is none. Apparently, the next available rider is still in another place. I totally get the logic behind that reply then.

Now, because I set up the first delivery system before, I know the area like the back of my hand. I know that there is no way on God’s green earth that the rider can come back within 30-45 minutes to deliver my order. This girl then tells me that the 30-45 minutes waiting period already includes waiting for the rider. At which point, I totally lost it.

I screamed for her to get the manager on the phone. I tell the manager exactly what is the problem with the delivery time in relation to the return of the rider. I am frothing by the time I'm done. In fairness, the manager had the sense to take her crisis management training seriously and, therefore, said all the right words. Unfortunately for her, I also went through the same crisis management training that she did so her words sounded patronizing and scripted to my jaded ears.

I abruptly end by asking her how she intends to solve this dilemma. Ma'am, I will have someone deliver this to you within 30 minutes. My service crew will just commute. Very good. The woman has a brain.

And this is my point. It is not my problem that Greenwich had no rider available at that moment. In fact, I don’t give a shit if they have to ask their CEO to deliver the damn thing to me. I will not feel sorry for the man if they did. You have no right to offer a service that your business structure cannot support.

In the first place, they should've assessed the entire area, potential market size and logistical requirements before operating the friggin' delivery service. Why should I suffer for this stupidity? You’re already manipulating me to spend money on you (and, fool that I am, I actually do despite knowing better) and, now, I have to endure sloppy service as well because your people are idiots?!

I'm sorry but I cannot be understanding about these things. I cannot cut them some slack because why the f**k should I? I’m not a lousy marketing strategist. Modesty aside, I'm damned good at what I do. Therefore, I don't see why others in the same career as I cannot do the same. Because if I, a woman who cannot use a calculator if her life depended on it, was able to do so, then, hell! Someone else should be able to do a better job than I did.

We get bad service because we tolerate it. Corporations get away with bad service because they know we allow them to do so.

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Marketing Confessions of Sunny whispered 12:33 PM
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. . .
Previously posted March 29, 2005


Do you know what hell is? It has 5 letters. G-L-O-B-E.

I used to own a Smart phone. I gave it up because I was being stalked. So, I shifted to Touch Mobile which was a new thing back then. Unfortunately, I kept losing my phones. I figured I should try Globe and, maybe, the curse of thieves that seem to constantly plague my Touch Mobile phones will end.

It ended, all right. But, it also brought me to the doorstep of hell.

First, there is the internet access and MMS issue. I can access one but not both. If I have internet, you can be sure I have no MMS. If I have MMS, there is no internet. It's like a marriage gone bad and I am the unfortunate child caught between wrangling parents.

Second, I cannot activate my voice mail. The computer tells me to wait for the SMS that tells me my voice mail has been activated. I wait and wait. Nothing happens. I call and call and, still, I am asked to wait and wait. No one, of course, sees it fit to inform me that the SMS for my voice mail activation will arrive a few hours before the Second Coming of Christ.

Third, SMS-ing from Globe requires that I have the agility of a monkey. All the better to climb trees and fences without being skewered to death because that seems to be the best way to send out messages from Globe. Otherwise, your thumb – along with your patience – will suffer for it.

Of course, I called Customer Service. I probably have a file somewhere that says Bitch Customer. The irritating thing about calling Customer Service is you have to repeat your litany of complaints each time you call. It adds to your aggravation and it makes you want to break the neck of the patronizing fool who is on the other end of the line. I certainly hope the idiot PM who gets to listen to my complaints has prepped his ears for the assault of my vast collection of French words.

And speaking of their Customer Service Representatives, Globe seems to have a fondness for hiring the best imbeciles this country has ever produced. It makes you wonder if they hired the Abu Sayyaf to train them. I don't give a shit if you're from Globe or Smart. What I do care about is that I am not getting my money's worth for a service that promised me heaven when, in reality, planned on giving me hell.

Have I tried going to the Globe Business Center? Naturally. Have you been to one? I see you haven't or else you would know that only the truly deranged and desperate go there. These Globe people do not understand that their customers' time is valuable; theirs are not. So, they dawdle doing things and, should they have an excuse to go to the inner office, it’s their cue for a little tete a tete with their officemates. Never mind the harried customer who just ducked to the Business Center in between meetings.

On the off chance that I bought a fluke from Sony Ericsson, I went to have my brand new unit checked. Needless to say, there was nothing wrong with it. Globe, of course, has the temerity to suggest that it is the unit that has the problem. Excuse me, who are you?! And who are they? If anyone has a problem with quality control, I assure you that it will not be the Sony Ericsson but Globe – a pathetic bunch who do not seem to grasp the concept of Customer Service and Quality Control. I strongly doubt that they can even spell it.

These people just don't get it, do they? It is this kind of arrogance that kills a business and destroys a brand. I wonder where they get their marketing people. Recto, I presume. Otherwise, how can any marketing person worth his position not understand the importance of customer service in a business whose core competence should be – tadahhh! – customer service? The one who will lose his job very soon, land in the unemployment lines along with his wife, mistress, kid and dog simply because the corporation he works for had stupidly hired him and is now paying for that stupidity by filing for bankruptcy.

The irony is that Touch Mobile belongs to Globe. Yet, I never had any of these problems with Touch Mobile. It is bliss being with them. Globe, apparently, does not inhabit the same universe as his cousin of lesser stature.

If my phone doesn't get fixed soon, I'm going back to Touch Mobile. I'm willing to risk the wrath of friends and clients who will howl in outrage as I advise them of my new number for the nth time rather than stay in this pit stop of misery.

Do not – I repeat, DO NOT – get Globe if you want to retain your sanity. You will not only be spending money on inferior service but years of expensive therapy as well.

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Marketing Confessions of Sunny whispered 12:32 PM
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. . .
Previously posted February 6, 2005

Of course, I fired my client. I'm not cutting my nose to spite my face. But, I cannot work for a client who allows his friends and associates to insult me when I have done nothing to deserve it. There are things I am prepared to do for friends and money but there are things that I will not bend to. This is one of them.

---------------------------------------

SUBJECT : TERMINATION OF CONSULTANCY SERVICES

This is to inform you that I am formally terminating my services as your marketing consultant effective immediately.

As you have mentioned several times, you can no longer afford to pay for my services. During our January 12 meeting, I informed you that I will stay on to finish the website and catalog even without any payment of professional fees for services rendered. I found it unprofessional to abandon the project and leave you in the lurch. I also felt that it was my duty as a friend to help you out in completing the project because it was an urgent requirement for your business.

However, during yesterday's meeting (Feb 4), you and Jenny informed me that, once more, there will be massive revisions and changes on both the site and the catalog. Given the fact that the revisions seem never ending, I can no longer help you complete the project because of constraints on my own schedule. I really don't mind finishing the project for as long as the revisions were minimal because it wouldn't require so much of my time. But, with the new revisions to be implemented, I realized that I can no longer spare you that time because I also have to consider my own schedule for my paying clients who are, naturally, my priority.

This is the nth revision on the site and catalog. Each revision requires time to be implemented. When a revision is finally in effect, the site is again revised. The cycle doesn't seem to stop. I have advised you before via email that you don't have to implement every single suggestion for the site. Suggestions are good but not everything can be accommodated. I have said it time and again that the important thing is you know what you want for the site. Suggestions, no matter how good, if it doesn't fall under your main objective, should not be implemented because it fails to help you achieve your goal.

As your friend and not your marketing consultant, I am just a text, a phone call or an email away to help you with whatever you need for your business. I will be more than happy to do what I can to help you for as long as I can manage to squeeze it in my schedule and falls under my area of expertise which is marketing.

I don't need to turn over anything to Jenny anymore because you had already given her the instructions for this next batch of revisions. As for any other data that Jenny might need for the site, she can just email, text or call me and I will try my best to help her with it.

Having said that, I wish you the best of luck. It was a pleasure to work with you and your company. I will miss working with you on Tuesday afternoons as I will miss Max and Julie. My client calls with you are truly memorable because of the friendship we shared and continue to share despite the termination of our professional relationship.

Most of all, I will miss seeing my friend on a regular basis. However, I certainly hope that we can still meet up for coffee occasionally and chat about life. Or, maybe just listen to you play your guitar or read your poems. It is something I will look forward to and it would be lovely to just hang out with you.

Good luck. I have great faith that you can achieve anything you set your mind to because you are a remarkable man and an awesome friend. I am truly blessed for having met you.


---------------------------------------

Of course, we all know the reason why I don't want to work with him anymore. But, let's not rub it in his face. For all his flaws and flakiness, my ex-client is a very nice man and a very good friend.

Translation of that letter? I'm getting rid of your sanctimonious ass.

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Marketing Confessions of Sunny whispered 12:31 PM
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. . .
Previously posted February 6, 2005

Consultant At War

Normally, I give foreigners wide latitude when working with them. Owing to cultural differences, I've learned to gloss over racist remarks. Being taken for a brainless bimbo is an occupational hazard I've learned to live with as well.

This 58-year-old obese German photographer, however, crossed my path once too often in a span of 1 hour. He became the unhappy recipient of my notorious temper.

First, he arrives and quickly remarks that the horrible traffic is the result of stupidity of all Filipinos. Note that the operative word here is all. I realize that, while not all of my countrymen are blessed with moving brain neurons, some of us actually possess it. Jokingly, I asked if his remark included me and Jenny, the website designer. To which he quickly amended that he was speaking generally. Well, GENERALLY, I think all Germans are fascist pigs who should be gassed.

Then, he calls my attention to the fact that I spoke while eating. Ok, I concede to that. It was rude. A little later, my mobile sounded. I picked up my phone and another client was sending me a message that asked for an immediate reply. Since I wasn’t a part of the conversation, I started composing my reply.

He called my attention to what I was doing by being downright insulting. First of all, he was not talking to me. So, I don't think I was being rude when I was replying to the text. Secondly, he is merely my client’s friend. By what right does he have to demand that I be his rapt audience? Hackles rising, I retorted that he can go right ahead and talk because "I multi-task very well. I'm very intelligent."

He continued to berate me and I got pissed royally. He told me to get out of the room and sleep with my mobile. Haughtily, I replied, "Don't worry, I will." Then, I gave him a scathing glance and walked out never to return to finish the meeting.

I stewed in the other office until Jenny came over to tell me we were leaving. I returned to my client's office to take my leave. That German tub of lard should've just shut up but, of course, since, GENERALLY, all Germans are stupid, it was undoubtedly beyond him to grasp the concept.

He told me in a soft voice (as if a soft voice is sufficient apology) that I didn't really have to stay out the entire time. Coldly, I looked at him and bluntly said, "You're rude." I continued to talk to my client while he continued to blabber. I rolled my eyes and he got pissed all the more. Then, he started accusing me of not serving my client well because I replied to a text message.

And that made me lose it. Furiously, I said that his friend is no longer my client as of that moment. My client tried to pacify me but I told him point blank, "Be glad that I consider you my friend."

My client cannot afford to pay me. I am merely staying on as a matter of grace. I do not like to leave any project unfinished, ergo, I was going to finish this project pro bono. Secondly, this German pig is a f***king photographer. What the hell does he know about marketing? I would never dare presume to teach him his job so where does he get off telling me how to do mine?

He knows everything because he's a 58-year-old European? EXCUSE ME. He is nothing but white trash that can’t get a decent job in Germany so he lives here to pollute my country. He's better off taking pictures of the Four Musicians of Bremen. And this is what's wrong with most (not all, just most) foreigners working here. They think they know better because they're white. Bullshit. Most of them are unbelievably stupid you wonder if Mother Nature was PMS-ing when she created them.

The know-it-all bastard actually thinks he knows what he's saying. He says there is no point in putting the omnibus photos on all the pages. Obviously, the pathetic ass cannot spell much less understand what branding is. It is there to brand the fucking product, you moron!

Lastly, may I point out the obvious? I will not starve without this client. I vehemently refuse to lose my dignity at the altar of professionalism especially when I have to deal with an unprofessional, uncouth, ill-bred German fascist pig who should be dragged to the Nuremberg trials if only because his existence is an abomination to the rest of the human race. I’d rather starve than put up with this crap.

As for my client, he can kiss my ass.

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Marketing Confessions of Sunny whispered 12:29 PM
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. . .
Previously posted December 8, 2004

Quality Erection, Anyone?

While rummaging through
Booksale's back issues of Fortune, I came upon one that had Sallie somebody on the cover. I was not in the least interested in the woes of Sandy Weill and Citigroup (my knowledge of stocks is severely limited to its spelling) but I grabbed it nonetheless for Amor and Brad. It carried an article on The Viagra Wars – something that should be on their list of required reading matter.



It turns out that the article, Taking on Viagra, proved to be quite enlightening. "Men want a quality erection. That means sufficient hardness for a duration long enough to have satisfying sex." So says Nancy K. Bryan, VP of Bayer's Marketing for Men's Health Products.

I'm not the world's leading authority on erections – quality or otherwise – so I'll just have to take Ms. Bryan's word for it. After all, she's selling Levitra touted to be the strongest contender for Viagra's hold on the sex-drug crown.

Reading the article, I thought it would be so cool to throw one of those Tupperware-kind party where women get together for some fun and games. After that, they get to go home with some plastic goodies except, in this case, they bring home orange-colored sex-enhancer pills for loot. And, instead of talking about plastic houseware, you sit around talking about men and sex.

It's your basic Girls' Night Out except someone else foots the bill. You gather a group of friends, bring them to a posh hotel suite where they can dine on expensive gourmet hors d’oeuvres and get drunk on equally expensive wine. It's like a mini-bridal shower without the naked dancing men. A decadent verbal orgy cloaked as a wholesome social gathering where women are provided with a venue and an excuse to discuss all things "forbidden". The irony is delicious.

You run a series of these kinds of parties over a long period of time – build it like they did for Tupperware parties – and give women a venue where they can talk about lovely sex in the safety net of their friends and voila! You've got slightly less inhibited women going home to their Significant Others laden with little orange pills guaranteed to give new life to a ho-hum boudoir. If you're really lucky, patient and a brilliant PM who can manage this strategy correctly, you just hit the home run, baby!

Why do I believe this will work? Because what do women talk about when they're girl bonding? Exactly. I dunno about you but that's what my friends and I do. And I'm betting a year's worth of income that's what women all over the world do as well. Anyone who says otherwise probably has a nose that can rival Pinocchio's. No decent girl conversation is complete without it. Honestly. In one way or another, the subject of sex and men will sneak in. After all, what would our lives be like without men and sex?

In this very traditional and still relatively conservative country of mine, sex is never discussed in polite society. So how do Filipinas talk about sex? Amongst very close friends and in very discreet places preferably using hushed tones and several fortifying shots of liquor. But, trust me when I say we talk about men and sex ALL the time. You just got to find a way of catching us doing it.

Admittedly, it will be expensive but I'm sure Bayer can afford it given the amount they're ready to let loose in order to win this war. And why am I thinking of a marketing problem that isn’t mine? No reason. It's just the way my mind works when I read a business magazine.

So, in case this strategy actually becomes a reality, remember that you read it here first and I thought of it. Which now makes me wonder why their Levitra PM didn't think of it? Reading that whole article alone can give you a wealth of marketing ideas. Unless, of course, the PM doesn't read Fortune. Or, just doesn't read. Period. It's also entirely possible that he reads but cannot think at the same time. Some PMs are not born to multi-task.

Then again, I'm just an arrogant bitch. Or, maybe, because I was once a PM for a pharmaceutical company and, therefore, tend to be a little more judgmental in this situation. After all, conceptualizing marketing strategies for drugs intended for dialysis and psoriasis is not exactly the stuff that generates excitement albeit extremely challenging.

KRAWCHECK! That's her name. Sally Krawchek. Now, why can’t I look as sweet as she does in a suit? Some women have it all. Sigh.

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Marketing Confessions of Sunny whispered 12:27 PM
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. . .
Previously posted December 8, 2004

Dealing With B.S.

Far be it for me to bitch about my clients because…well…they are clients. I know which side my bread is buttered on and, as a rule, I try not to bite the hand that feeds me. But, I swear there are just those that require me to seek divine intervention.

I am a marketing consultant. Marketing Consultant – those are the operative words. Meaning, my job is – obviously - to be consulted on marketing matters. Marketing, darling, does not include your personal life or your business operations. But, I have long accepted the fact that, in this fair country of mine, people just don’t get what a marketing consultant does. In their minds, the phrase is synonymous to highly intelligent yet glorified…nanny.

So, I have clients whom I have to nurse through broken hearts and broken families for a minimum of 2 hours before they can actually process the thought that their company is not making money or their sales are going down the drain. There are those whose tales of domestic bliss or sorrow (it depends which day of the week my client call falls on) takes precedence over and above discussing the marketing plan for the quarter.

I even had the misfortune of having a client who insists on hour-long lunches or dinners (depends which time the wife lets him loose making me realize the crap a mistress puts up with) before he can actually be cajoled into checking the sales figures for the week. And, even then, these figures have to be fed to him in small bites lest he suffer a sudden case of indigestion. One even includes guitar playing and poetry reading on our agenda.

I just don’t get these men. Men because I have no female clients. I dunno why. It just is. Ooops, wait! I have a gay client but I don’t think he counts because, technically, he is male.

I get phone calls in the dead of the night or while in the bathroom and they spend the first 15 minutes talking about their personal lives. Oh, for the love of God! You are wasting my time. Why do I have to suffer through 15 minutes of bullshit?! This is not a book. I don’t need an introduction or a foreword. Why don’t you just tell me what you need or want me to do? Then, get off the freakin’ phone because
Donald Trump could be calling me to be on the next Apprentice. Or, it could be my mother wanting to donate to my diminishing bank account. Or, maybe, it’s Tom Cruise telling me he needs a new wife.

I realize that my most important job as a marketing consultant is to be their shock absorber. I know that. Still, it gets to me at times. They screw up and it’s my fault. God forbid that they should take it out on their staff or executives who might, at any given time, drag their asses to the Department of Labor & Employment.

Apparently, because I am just the consultant and not an employee, I am paradoxically both dispensable and indispensable. It is a place in the sun I never expected to be in. In my past corporate life, I was always either dispensable or indispensable but never both at the same time. Dispensable because I could be fired anytime. Indispensable because who else will put up with their crap but their consultant?

The wheels of business and globalization move ever so slowly in this neck of the woods. People here don’t get that you pay your consultant for her brains. At what time she chooses to use it is not your concern as long as she gets the job done.

Businesses are still predominantly traditional. Telecommuting is still considered a dirty word. The Internet, while no longer the last frontier to be conquered, is still a jungle from which there could be no return. They don’t see you, ergo, you’re not earning your keep. DUH?! You email and you wait and wait for their reply. They never do. It’s very Ibsen.

Often, their reply has nothing to do with your email. It’s like talking to a Klingon. I actually have a client who types with 2 fingers only and one who does not understand what them little arrows on the side are for. Dear, they're for scrolling. You should try them one time. Your life will actually become a bit easier. OHMIGAWD! And we wonder why we’re considered the Third World?! Shouldn’t we be given the fact that we have CEOs running around who don't know what scroll is?!


Ignore me. It’s 1 am and I’m going cross-eyed from checking out numbers.

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Marketing Confessions of Sunny whispered 12:26 PM
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. . .
Previously posted December 8, 2004

Braving The Storms With Philip Kotler



"Marketers do not create needs; needs pre-exist marketers. Marketers, along with other societal factors, influence wants."
Philip Kotler, Marketing Management 11th Edition.

I braved the super typhoon, Yoyong (international name: Nanmadol) in bed with Philip Kotler, my neon yellow highlighter, my worn out notebook, red sign pen and, to complete the ensemble, my black Cross pen that I never use outside of my bedroom. Why? Because I've lost so many Cross pens, I refuse to lose another by taking it more than 5 feet away from my bed.

I figured the storm was a good excuse to catch up on my Marketing reading. Mom had sent me a boxful of my favorite business magazines several months ago and all I've read so far was Selling Power's "The Powerful Sales Strategy behind Red Bull." Don't ask me about the article. I fell asleep after the first word. It was one of those reads I wasn’t particularly interested in but forced myself to do so in the name of furthering the grinding of my brains. Of course, as most of my goals went, this one too failed to get off the launching pad.

I finished Kotler – all 22 chapters & 706 pages. I even read his footnotes. My $150 treasure is now happily filled with neon yellow highlights. I peeled myself from my bed enriched with the knowledge that e-commerce will soon be replaced by m-commerce. Or, so Douglas Lamont says, who was among the numerous marketing specialists that Kotler quotes from. I then stuffed myself silly with Almond Joys as my brains tried to digest things like ACSI, ABC, CLV, CPA and CRM. No, this is not the new alphabet. Read Kotler's book so you’ll know what them letters stand for.

I like reading Kotler. The book I just finished is actually a textbook but it doesn't feel like one. His writing style makes it easy for one (even a non-marketing professional) to absorb. I can imagine that, when he was writing this, he also had in mind people who might not be marketing professionals but need marketing know-how for their career. He also writes in a way that fascinates you and makes the most blasé marketing specialist go, "Why didn’t I know that?"

I've been trying to get this book for ages and it's perpetually out of stock. I tried to order from Amazon but it was also out of stock there and I didn't want to go on the waiting list. So, I had Mom find me a copy at Barnes & Noble. She almost had a cardiac arrest upon getting the bill. Well, heck, I can't afford an MBA right now (and, besides, I don't have the time) so why not invest in my own Philip Kotler whose books are in the list of required reading for graduate students?

My worn out notebook is filled with notes and I will soon be on my nth affair with Google as I search for the websites that Kotler cited in the book. Have I told you about my marketing notebooks? I'm on my 3rd. When I read my business books and magazines, I arm myself with a notebook to list down the stuff I want to check eventually on the Web. Then, as I check on these sites, I cross each one out. I put little notes to remind me what they are about. I rate the sites according to its importance to my life. 5 stars mean I must visit the site often. One star means I checked it and it holds minimal interest for me.

My notebook is divided into 3 parts: Personal (sites for my blog and other personal stuff), Marketing and General Business. I then take my notes and transcribe everything into a database I’ve created that I call "My Online Resources." The stuff I like goes into a folder in my computer labeled Business Articles that, in turn, have subfolders. Whenever I need to recall a particular topic, I pull out my notebook or search my database and virtual library.

I have to use a black pen and a red pen for my notebooks. Black for writing my notes and red if I want to emphasize something. I must also have my neon yellow (no other color will do; I cannot stand seeing green or orange highlights on my books) so I can highlight the passages I want. Otherwise, I don’t understand what I'm reading. A book that has numerous highlights and little notes written on the sides means that I’ve been reading this repeatedly and it's a favorite.

Anyway, I also like the lay-out of Kotler's book. He has little Marketing Memos and Marketing Insights. There's a Summary at the end of each chapter and a little Activity section where you can practice what you just read. The pages are so smooth that highlighting it is absolutely orgasmic. The cover is beautifully-designed and it doesn't look like a textbook at all. Even the graphs are so easy to understand. It's totally idiot-friendly.

Read Kotler. Beautiful book. Beautiful companion on a beautiful stormy day.

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Marketing Confessions of Sunny whispered 12:24 PM
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. . .
Previously posted October 12, 2004

Woman On Top

It amuses me that, for all the gains feminist movements have made, men in the boardroom still resent it when they are faced by an aggressive and intelligent woman across the conference table. It’s so archaic.

Of course, I’m not the typical Filipina. I am not submissive and I most certainly am not subservient. More to the point, I have as much balls as they have when it comes to business. While some – and I say this with modesty – do not possess half the brain cells that I have. I think that galls a lot of men I’ve worked with.

It’s a typical reaction. I think being a woman in business gives you a lot of advantages that men just don’t have. For one, there is the fact that I am female and, therefore, possess all the other feminine wiles my sisters have. If you can’t get what you want by sheer intelligence and negotiating skills, you can always resort to short skirts and plunging necklines and still get what you want. True, the strategy sets women’s movements back by a hundred years but I don’t care. What’s important is I get what I want.

It’s also a common reaction that men usually underestimate me the first time they see me. They often have the impression that I’m this giddy bimbette they can manipulate. It peeves them when they eventually find out I am not one to be manipulated easily and I don’t kowtow to anyone. It irks them that I am as aggressive as they are – if not more – when it comes to business.

I had a boss before who expected me to charm the representatives from our foreign parent by my short skirt and nice legs. He was not very happy when I methodically cut their balls off during the entire meeting. And he was definitely not very happy when I absolutely refused to be impressed by these men. So they came from our parent company, so what? Does that mean they’re better? No, it just means they’re foreigners. Besides, I didn’t set out to cut their balls intentionally. I just didn’t agree with what they said. Where does it say that, to be good in business, one must always agree with one’s superiors?

No one complains if men are aggressive in business but you can hear the howls of outrage all the way to Africa if a woman is. Men like women who are intelligent but not too intelligent. What is this bullshit? You’re either intelligent or you’re not. There is no such thing as semi-intelligent.

I should apologize that I’m aggressive at work? Why, will a man do the same? I should apologize that I am not typical of a Filipina? Why, because you’re expecting someone who can barely recite the alphabet much less understands the concepts of marketing? Or, because you’re expecting that I am merely the token woman in the corporation and am placed there so the company doesn’t get sued for discrimination? I’m not a trophy and I certainly am not part of the corporate décor.

Or, could it be because men expect me to be the typical island girl who is only too happy to see a foreigner within 10 meters of her peripheral vision so much so that by the time the man stands beside her, she’s ready to have wild sex right there at the conference table? Just because you’re white doesn’t mean you’re better than me because you’re not. It doesn’t mean also that you can afford me because you can’t. On the other hand, these men probably don’t cost as much as my shoes. For all I know, they could simply be white trash back in their home country.

After all, it doesn’t cost a lot to live in the Philippines if you have a few hundreds in foreign currency. I know this for a fact because I am the happy recipient of American greenbacks every week. The only reason why I’m perpetually broke is because I have expensive tastes and an equally expensive daughter.

Sometimes, it still bothers me that men have this attitude towards me when it comes to business. But, I’ve learned to live with it. Which reminds me of another boss who expected me to be impressed by cardiologists. Have you lost your mind?! My mother is a doctor, for heaven’s sake, and my father was a lawyer. It takes more than just a medical and legal degree to impress me.

By the way, women vote now, you know.

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Marketing Confessions of Sunny whispered 12:23 PM
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. . .
Previously posted May 5, 2004

Intellectual Property

Someone was searching for "marketing plan for Zonrox" and ended up on my blog. I'm assuming this is probably some hapless APM or Assistant BM who has an anal-retentive PM who, naturally, subjected her to this untold anguish.

Dear, you will not find any marketing plan for Zonrox anywhere in the internet UNLESS you pay for it. What you will find, however, are countless formats for marketing plans and probably some data or info on Zonrox. I really think you should shoot your PM for doing this to you. Good grief! You're a PM?! Then, why can't you formulate a marketing plan?

Btw, Zonrox is a brand owned by the grandfather of my ex-boss and occasional client. I'm a very affordable marketing consultant - in case you're interested. Tee hee hee hee...

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Marketing Confessions of Sunny whispered 12:21 PM
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. . .
Previously posted March 15, 2004

The Mythical MBA

I’m tutoring an MBA student. Arnold likes to refer to me as his study partner. Bull.

This is why you should never be impressed by anyone who has an MBA even if it comes from a prestigious graduate school. Some of them have MBAs that were obtained because they have study partners like me. These are people who go on to get their MBA so they can land better paying jobs or get that much sought after promotion.

Which is why we shouldn’t wonder why a lot of corporations are run by idiot CEOs. No wonder we have the fiasco that is Enron. I guess shareholders have wised up judging from the reported 8% shrink in CEO pay. Or, don’t you read? February 2003, Harvard Business Review. Read all about it there.

Back to Arnold…

He is gunning for a marketing post. Personally, I don’t think he can swing it. He doesn’t have the marketing savvy to hack it. Of course, I say that with much prejudice. Hey, marketing is not just a matter of knowing how to compute for market share, understanding the markets and all those high-fangled words and phrases. It also requires talent. Pretty much like being an artist. You either have the talent to paint or you don’t.

I’ve been tutoring him for months now and he is going nowhere. He reads my business library and he can quote me from my books that I haven’t even read yet. But, the man just doesn’t get it.

It takes me the whole morning to make Arnold understand his assignment on Nike. He is forever stuck on the phrase brand equity. He has fallen in love with it that he peppers every other sentence he says with it. I am experiencing an overdose of brand equity crap. And if he starts to describe our lunch of pancit as having brand equity, I will deck him.

He is intelligent. It’s just that he should stick to his core competency which is Sales and Operations. And this is the problem with most Sales people. They hit their targets by employing a little marketing tactic (which, more often than not, comes from the overworked brain of an anal-retentive product manager with no sex life – am I describing myself?); they think they have what it takes to be in marketing.

I did try to get an MBA before. But, the class schedules were very rigid. 5 minutes late and I can’t enter the classroom. I was a permanent fixture in the hallways so much so that I ended being the group typist. I only had 2 classes and all I could show for it were the wonderful fonts I used and the really nice typewriting paper I used. Corona Paper wins hands down anytime. Just in case you’re interested.

Honestly, it was quite intimidating to be there. Very unnerving to be seated beside an AVP of Multinational Giant Inc. and you get a glazed look when he talks about the economics of competition. Then, he goes on to blabber about such things as demand function whereby P = 102 – 10Q. My point exactly. So, I dropped out.

I once had plans of going to Wharton until I realized that I didn’t have a brain for financial management. Which explains why Citibank is always after my ass. I’ll probably get my MBA one of these days. Probably when the planets are aligned properly. This year, only 5 of them are so it doesn’t count. There are 9 planets, you know. And soon, it will be 10 if the NASA people will make up their mind about the one that’s near Jupiter. Or was it Uranus? One of them.

Did I tell you that some undergrad Economics student once approached me to do his thesis for him? He was going to pay me P45K. I declined. It is insulting if I have to do an undergrad thesis. It lessens my brand equity.

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Marketing Confessions of Sunny whispered 12:19 PM
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. . .
Previously posted April 5, 2004

The thing I miss most about work are my assistants. That and...well...nothing else, I guess. My assistants are my kids. To see them get promoted, get better paying jobs, falling in love with marketing and the career they have chosen - those are the feathers in my cap. More than my salary package, this is my reward for a job well done.

It only hit me how valuable this was when BJ praised Lorena for a job well done. Then, JW (my ex-boss and, now, my client) looks at me and tells me, "Only because she had a great mentor."

I don't always have to be rewarded. It is enough that I have helped someone. The offer of help is freely given without any expectation from my end - not even appreciation. It is my way of saying thank you to those who have also lent a hand on my way up. I had a great mentor in Grace. This is my way of showing my gratitude to her.

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Marketing Confessions of Sunny whispered 12:18 PM
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. . .
Previously posted March 29, 2004

Why I Chose Not To Rule The World

My old boss is my client now and I swear the old crone has not changed. How many times must I tell him that you brand, brand, B-R-A-N-D the darned thing so your sales will move? To quote Darryl Travis, we live in a branded world. Ergo, no brand, no sales. Now, which part of English does he not understand?

Today, I go for my weekly client call and I find him lambasting the entire sales team and just about ready to burst an artery. Typical. The moment he sees me, he barks at me to brief the team. Again. My ex-boss forgets I am no longer his group product manager. What I am is his consultant which is why I should not have to endure another marketing presentation for hard-headed, egotistical and often desperate sales people. I’m a consultant so my job is to – hello?! – consult, what else? Alphabetically, it is so remote from sales orientation.

I gave such a boring briefing. My client seemed suspended in disbelief. He was expecting to see the old me – always on the warpath with sales. Hell hath no fury than a Product Manager thwarted, trust me. Instead, I talked for about 5 minutes in a monotonous voice that would’ve bored the Orcs to death. Even I got bored. Then, I sat down to drink my coffee which was so vile I wanted to vomit at the secretary who made it. The Financial Comptroller asked me if I was ok. I looked at her pounding mercilessly on the calculator and I actually gave a genuine sympathetic smile – to the calculator.

I am reminded of another Financial Comptroller who sits next to me during Mancom (Management Committee) meetings. To stop ourselves from falling asleep, we pass notes that often acidly comment on someone’s idiotic recommendations. Once I kicked him on the shins when his presentation was halfway to lunch. How can one listen to bad debts, losses and skyrocketing Forex on an empty stomach? It’s enough to give you an ulcer. I often while away the Mancom stuffing myself with food. And this is where Filipino executives and expats differ. The expats – Chinese especially – feed you Halls candies giving you gas at the end of a long Mancom day. The Filipinos? The food and beverage come out way before the meeting begins giving you diarrhea at the end of the day. And since the PM is always the first in the line of fire, I have discovered 12 million and one ways of sitting down in a swiveling chair without getting up. I am a woman of many talents.

I actually worked with a Plant Engineer before who could not identify the sound of a generator. I kid you not. The lights flickered during Mancom, the generator automatically whirred and the Plant Engineer said the sound came from a ghost. But, just to be sure, I put in a request for a change of office because mine was located right next to the conference room. It was denied. My boss figured I would scare the ghost and not the other way around which meant it will save the company a lot in exorcism and séances. Besides, Bruce Willis was filming somewhere.

Hey, I miss my car, yes. I miss the power that goes with my job. But, I certainly do not miss the stress and the pressure. No, I don’t miss my salary either – 32% of that goes to taxes anyway. These days, I take the public commute but I can afford to wake up late, watch trashy Taiwanese soaps on cable (even when I don’t understand a word) and have exploding varicose veins due to camping trips with Angel.

In the end, the vile coffee reminded me that, yes, I no longer have the power job and everything that went with it. But, I have something far more precious: a life. Not to mention, infinitely better tasting coffee brewed to perfection by my daughter’s nanny.

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Marketing Confessions of Sunny whispered 12:16 PM
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. . .
Previously posted January 9, 2004

I ran across this while wading through my Digital-Women mail. Really cool. I liked that part about the Top 10 people who made a mark in marketing. I've never seen Yao Ming in action but, from the way everyone raves about him, he seems to be the next big thing in sports. Well, I'm not a basketball buff. Yao Ming falls under my category of Must-Read-So-As-Not-To-Be-Mistaken-For-Idiot.

Last year's Top of Everything is
here.

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Marketing Confessions of Sunny whispered 12:15 PM
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. . .
Previously posted November 21, 2003

The Chinese Way

All that talk about my ex-bosses reminds me of anecdotes from work.

Why is it they don’t feed you during meetings? Is this a Chinese way of doing business that I am not aware of? I swear I have yet to have a Chinese boss who fed me decently through centuries-long meetings. Their Filipino and Western counterparts are entirely different. Trays of food and vats of beverage come out before the meeting is even under way.

My Chinese bosses leave you to die of hunger. It doesn’t occur to them that for the brain to work, the body that houses it has to be fed. JW used to feed me Halls menthol candies 3 hours into the meeting. 6 hours later, I have a bad case of gas. CTK fed me bread. The fact that I eat that bread every other hour in the course of doing my job escapes him. Have you ever tried eating 4 loaves of bread in an hour? I can so relate to the people in Galilee.

SSK is the worst of the lot. He never feeds you at all. On the other hand, he subjects you to the trauma of watching him devour crackers while your intestines are on a rampage. Imagine discussing a P&L statement while your digestive system is on a riot. He did feed me once – instant noodles. I love pasta but instant noodles are not even in the same family tree even if they resemble each other.

I remember doing a product test once with BJ (Swear to God, that's his nickname!) . The product was fried chicken. The R&D Department made a presentation of fried chicken that supposedly had varying levels of taste. There were about 12 trays that carried puzzling cards: 10% MSG, 2% salt, 5% sugar and so on. I secretly looked for one that said 5% cyanide, just in case.

So, there we were, 7 people trying the product. At the end of which, we were supposed to evaluate each and the winner will go on to be part of the market test. Now, product testing is like being in a marathon Chinese Lauriat. You taste one product, drink water, eat crackers (to neutralize your palette), eat another one and repeat the whole process until your bladder bursts and you need to run to the nearest toilet.

I was ok during the first few times. By the time I reached the last tray, however, my palette was wonderfully confused and I had nothing intelligent to say. BJ asked me what I thought and I was forced to painfully admit I had no thoughts. It took me a year before I could look at fried chicken again without running for my life.

I have a technique for surviving marketing presentations I have not prepared for: micro mini-skirts and black stockings. SPU once said he knows if I’m prepared because I look like s**t. If all else fails, let them have an unobstructed view of your thighs encased in sheer Eva Piccone black panty hose. Hey, if you have it, flaunt it and make sure you flaunt it when it matters the most. For instance, marketing presentations that have dulled your brain to the point of no return. Besides, it definitely won’t be me who will suffer through a sleepless night haunted by memories of legs begging to be molested.

To date, nothing beats this most embarrassing phone conversation I’ve had with PH, Giant Beverage VP:

Prior to his call, I got a call from one of the sales managers. On the heels of that call, my phone rings. I thought he sounded like Ces whom I normally flirt with.

ME: Hey Ces! What can I do to excite you?
UNIDENTIFIED PERSON: Uhm…Sunny?

Silence from my end. Oh God, please don’t do this to me. I swear I will do charity work in Kenya.

ME: Ces?
UNIDENTIFIED PERSON: No. Sun, this is PH. (God was not listening, obviously.)

At which point, I fall off my chair and the person on the other line is subjected to my screaming, cursing, phone banging on my desk. For some unknown reason, I found myself cowering under my desk. The person is not on video phone, for heaven’s sake!

ME: (Peals of laughter. Laughter is the best medicine, didn’t anyone tell you?) Paul, I’m sorry. I thought you were someone else.
PAUL: So, what is it that you can do to excite me?

I have no excuse except that it was already 3 p.m. and I haven’t had breakfast yet.

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Marketing Confessions of Sunny whispered 12:12 PM
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. . .
Previously posted November 3, 2003

Why don't women run the world?

Interesting article again on the New York Times. It validates what and how I feel about my career. It talks about educated women who leave the top universities with guns blazing, take the corporate world by storm and, all of a sudden, screeching halt. I can so totally relate. I am on the same road.

It’s so true when the author says “I loved the work but life got in the way.” It’s pretty difficult to maintain your focus on a marketing campaign when you have a child who calls you every half hour so you can explain the concept of the number line to her. One of the most painful things Angel has ever said to my face was “How would you know, Mom? You are never around.” Ouch.

People wonder why I opted to freelance (or, as they call it now, have a portfolio career). They don’t get why. I sometimes don’t either but I am a work in progress, after all. Maybe if I didn’t have Angel, I would. But, again, that’s not always true. After 10 years of being in a stressful career (of which I do not regret any single minute), I’ve realized I cannot do everything. I cannot have it all.

The turning point for me was when I didn’t have a nanny and I took Angel (then 7 years old) to work. I was so tied up with meetings and phone calls that I forgot to feed her lunch and dinner. I remembered Angel when I saw her pressing her face through the conference room and she was crying. There was also a time in her life when I would leave her at Kids at Work from 10 a.m. till the mall closed. At P150.00 an hour, that’s one very expensive child I have.

Now, 11, Angel has learned to take it in stride. Yet, despite working from home, I still run into problems. Just last week, she went with me to a meeting. I left her and her nanny at the mall. They got lost. Angel frantically sent me messages which I ignored because my Korean client was on a roll. She eventually called me and screamed that “I’m lost, Mommy. Can you just please help us out here for one second?!”

I didn’t quit because I wanted to win Mommy of the Year award. I quit because I realized there must be more to life than this grueling schedule. I quit because it dawned on me that I could never have the life I wanted if I went on like this. I want to enjoy life before it’s too late.

True, the money is not the same. I don’t have my Ford Lynx anymore. Neither do I have my signing privileges nor executive perks. I can’t enjoy Frequent Flier anymore. Then again, I don’t regret that one. My passport is crammed with places whose airports are the only ones I’ve seen of the country. Now, my most expensive treat is an occasional visit to Nu Vo, a place where I used to dine every night. These days, it makes my wallet wince to even bring Angel more than 3x a week to McDonald’s. And our 5-star hotel weekends? Forget it, they’re a thing of the past. I can’t even take her to a cheap resort.

The most wonderful thing now is that I’m able to re-connect with old friends again. I am actually able to listen to them and hear every single word they say without my mind wandering off to work. I’ve taken to organizing a grand reunion with my high school friends and it’s incredibly therapeutic. It’s not easy organizing it without an assistant at my beck and call. But, I’m glad to do it on my own because every email or message I send re-connects me with the person I was before life took over. This project reminds me that I am more than my career, more than Angel’s mother.

I am a person who deserves a life.

My new life now gives me the luxury of choosing my projects. There is no pressure to accept one, merely temptation especially if we’re talking about serious cash. But, I think I’m growing up and learning to control my life. I actually said no to a project last night. It would’ve given me my Thailand vacation this summer except that I would have to work ungodly hours and traipsing all over the country. There are also projects that I consider in terms of Angel’s well-being. I said no to a Korean distributor of cigarettes. Somehow, Angel will never live it down knowing her mother is doing marketing work in derby houses.

So, why don’t women run the world? Maybe, because we don’t want to anymore. Well, at least, I know I don’t. It’s so lonely up there, the money isn’t worth it. And I say that with a lot of experience.

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Marketing Confessions of Sunny whispered 12:10 PM
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. . .
Previously posted August 21, 2003

The Customer From Hell

I am the ultimate Customer From Hell.

It is the bane of my existence to have a career in Marketing. Basically, because it is inculcated in my brain that the customer comes first and is always king. It's a mantra in the marketing world and not knowing it and saying that line even in your sleep spells death for your business and career. Ergo, I tell my sales team to always bend themselves backwards and forwards to please customers. It's not just the first business I'm concerned with, I'm after the repeat business itself because that's the one that will push the bottom line up.

Because of the brainwashing, I now expect that I, the customer, will also get the same royal treatment I demand and insist my sales team give to our own customers.

Sadly, it doesn't work that way. And this is where my notorious temper gets the better of me.

You don't tell me that I get my American dollars via overnight delivery when what you actually mean is 48 hours. 48 hours is 24 hours more than overnight delivery. You don't promise me my cheeseburger with extra pickles in 3 minutes when you mean 3 and a half minutes. You don't sell me an entire computer package whose programs bog down every other name because the hard-earned money I paid covers the freakin' program. You don't tell me I can't get a refund or have the stupid CD replaced when the one you sold to me has tracks that refuse to work.

The UnMasked One to:

New York Bay: I have been your loyal customer for 15 years. Don't you think I should be considered of value? How much business have you made of me in those 15 years and, now, you give me crappy service? If you can't deliver overnight, then, don't make that claim!

McDonald's: Akala ko ba 3 minutes lang ang cheeseburger ko? Kanina pa ang 3 minutes ha!

RCA Computer: I don't care what you did yesterday. You told me the computer technician will be here and he wasn't. I paid a fortune for the damned thing, at the very least, you can ensure the freakin' program works!!!

Of course, all that is said in a voice that even Martians themselves can hear and very well understand even without an interpreter.

Oh yes, I am the customer from hell and I will not apologize for it. I pay good money therefore I expect a good product or service. I worked hard for the money so don't sell me crap.

My friends tell me it's my American side that shows when I have this reaction to business. Filipinos would prefer to suffer in silence; I refuse to. Why should I?!


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Marketing Confessions of Sunny whispered 12:07 PM
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. . .


Sunny S. Cervantes,
The Marketing Girl

The Marketing Girl

...

Read My Confessions

This marketing consultant
feeds her writing
frustrations by
churning out
voluminous
marketing plans.

Welcome to my world!


...

This Month's Nice Words

O-F C-O-U-R-S-E,
I bribed them.

Seriously, though,
MANY THANKS for the
privilege of working
with all of you and
the honor of being
considered your friend.


...

"Sunny is a pleasure
to work with.
She takes a practical
approach to business
problems and is very
precise and accurate
in explaining situations.

-Alex Blom-
Owner, Media Diseno


...

Sunny's Personal Blog

The Marketing Girl:
Out For Coffee!


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