Apple and the art of simplicity

Saying more with less, and cutting your prose to the core

[Image courtesy of TechStage at Flickr Creative Commons]

Following my recent (re-)introduction to the wonderful world of Apple, I’ve become something of a fanboy. From the free iPad I got a few weeks back, I’ve graduated to a (purchased) iPad mini 2 with retina display: a slick, state-of-the-art ‘fondleslab’ if ever there was one.

But what’s really struck me is not the build quality, or the display, or the ease of use – though all three are pretty impressive.

No, it’s the clarity of the message. The instructions are crystal-clear, the language pared-down and precise, and the tone friendly and engaging. From the very first screen (Hola! Hello! it says) the iPad setup and configuration process is like a chat with your best new friend.

We all know the story of Apple design: it’s all about eliminating complexity. So the iPod was a marvel of minimalism, an example that was followed through by the iPhone and iPad. But for me, the interesting thing is that they also eliminated complexity from all their written materials.

As a closet geek, I like to really get to know things inside out. So I’m actually reading all 300-odd pages of the iPad user guide to get the lowdown on all those hidden features that most people never discover.

The manual is a shining example of how to get it right.

Simple language, logical steps, bulleted and numbered points. All of the information is presented in bite-sized chunks, with just enough detail to find out what you need to know. Hyperlinks take you to cross-referenced sections, and screen captures illustrate a feature at exactly the right point.

But here’s the thing: this simplicity is deceptive. I’m sure they started out with lots more detail, and just like the iPod, iPad and iPhone, they designed out the complexity. It’s a lesson we should all learn from. It’s a lesson that some of us already have.

Anker, for example, who produce a range of accessories for Apple products.

Simple is as simple does

I was looking for a second lightning cable, so I could set up a juice point for my iPad downstairs as well as up. But all third-party lightning cables are not equal, it seems. Some are certified by Apple, and others aren’t.

Anker is. And they appear to have taken a leaf out of Apple’s style guide, as I saw as soon as the cable arrived and I took the box out of the wrapping.

Anker: smart just got easier, it said. Already, I was beginning to like these people. Inside, the story got better: we hope you never have the need, but if you do, our service is friendly and hassle free.

I decided I liked them even more. Their goal of making the smart life easier meant starting with affordable, high quality gear and ending with a commitment to 100% user satisfaction, they went on to say. After all, we’re customers too.

Don’t you just love them? Inside the box was a card that said Happy? on one side with a little sun, and Not happy? on the other with a raincloud.

You see what they’re doing here, don’t you? They’re not Apple, and yet they sound like them. They’re riding on the back of the Apple touchy-feely experience, if anything pushing it to a point that Apple hasn’t yet reached. 

They’re doing what lots of clients I speak to would like to do. We’d like to be more like Apple, they say. So what’s stopping you? I say.

The answer, of course, is nothing. Simple language doesn’t cost anything, and simple policies and procedures are easily created, implemented and followed.

What I suspect is holding them back is the thought that you can get too simple. Too pared-down. Too telegraphic. But you know what? You can’t, because that’s what people respond to in this age of reduced attention spans and digital impatience.

Next time you think I wish our brand could be more like Apple (and I suspect most companies have those moments) take a look at your written materials, and see how they could be cut down and made more reader-friendly.

It is possible. Anker have done it, and they’re reaping the rewards. You could too.

All you have to do is take the first bite.

Brand journalism, content marketing and storytelling

Why everything has changed, and nothing has. And why that’s good news.

[Image courtesy of Khalid Albaih at Flickr Creative Commons]

Unless you’ve been living on the dark side of the moon, or in a cave somewhere, you can’t have failed to notice a seismic shift in the world of marketing over the last few years.

New terms have been coined, and they’re on everybody’s lips. Have you got into native advertising yet? If not, perhaps you should, since that’s the way everybody seems to be going.

Put simply, it’s advertising that doesn’t look like advertising. So it’s not in a display box, around which everything else flows. Instead, it gets right into the flow of things, and blurs the line between fact and faction.

We should be used to that by now.

After all, every time we do a Google search, we see sponsored ads either across the top or down the side of our search results.

It’s obvious that they’re ads, say Google. But is it? Many of the people I speak to say they had no idea it was an advert that led them to me.

But at least those Adwords ads do actually have a (small, admittedly) tag that says Ads. Native advertising takes this to a whole new level, slipping incognito into mainstream copy.

Next time you take a look at any newspaper site, cast your eye to the right-hand side, or below the article you’re reading. For that’s where you’ll see native advertising. Or brand journalism, which used to be known as advertorial, but sounds an awful lot more respectable under its new title.

Now you see it

So what is this seismic shift that’s taken place in the world of marketing? Why are ads no longer working? What changed?

We did. That’s the simple answer.

Cast you mind back 20 years (if you’re old enough – if you’re not, stay with me and you’ll learn something) and we were all sitting there like empty vessels, just waiting to be filled by advertising. Two-way communication was simply impossible, and joining the conversation was unheard of.

And then it all changed. It was back in 1995 that I remember an email plopping in to my In Box – from Bill Gates. Oh my God, I thought. I’ve only been at Microsoft five minutes, and here’s an email from Him.

And it was from Him, but it wasn’t just to me.

It was to all the tens of thousands of other Microsofties, telling us that we needed to get with the programme. The Internet Tidal Wave was the title of the message. Either we rode the wave, or we drowned. So ride it we did.

And when the wave broke on the shore, it changed everything. Not instantly, though, which made it even harder to notice the change.

But change there was.

Gone was the stuck-on-transmit approach to advertising and marketing. Now, it was conversations, collaboration and Web 2.0. And marketing that didn’t look like marketing. Advertising that didn’t look like advertising. And the word content would never be the same again. Not to mention storytelling.

Back to the future

The thing is, none of this should be a surprise to us. From time immemorial, we’ve been attracted to stories and fascinated by learning new things. By finding out facts and making discoveries. By identifying with the people in the stories we read, and by feeling involved.

So it’s hardly unexpected that advertising and marketing should move in this direction. The crude, standing-on-a-soapbox, megaphone-in-hand approach no longer works when you’re selling to sophisticated consumers – or savvy businesses.

They want to be part of the process, and get involved in the discussion. They want to learn something new, and feel as if you haven’t wasted their time.

So whether it’s a thought piece lurking on the edge of a newspaper site, or a podcast discussing the latest trends, a blog post that pulls them in and entertains or an e-book they share with friends or colleagues, value, interest and quality are the cornerstones.

In the digital age, everything changes but nothing does really. Whether it’s content marketing, brand journalism or native advertising, we’re talking about telling a story and getting back to basics.

None of this should surprise us. What is surprising is that we took so long to get here.

And now that we are here, as Bill said way back when, it’s time to get with the programme. So what’s your game plan?

The easy way to give your copy a makeover

First impressions count, and a little formatting can go a long way

[Image courtesy of Carlislehvac at Flickr Creative Commons]

Last weekend, I was prompted to reflect on what a difference presentation makes. And the starting point for this train of thought was a paintbrush.

But I wasn’t standing in front of an easel; instead, I was scraping, sanding and painting the window frames in my office.

In just a couple of hours, they went from dirty, cracked and unappealing to clean, smooth and pristine. And all because of a little elbow grease and a lick of paint.

To motivate myself when I do these little DIY jobs, I say to myself ‘What would a potential purchaser think?’ And in this case, they’d think ‘What great windows. I think I’ll pay the asking price for the house’.

And that’s all the motivation I need. My house isn’t for sale, but if a little work here and there can make it more saleable, and increase the value, then it’s time and effort well spent.

The same is true of copy. On this blog, I’m always saying things like cut it down, take it out and pare it back. But there is a limit to how much you can hack away. Sometimes, there’s no excess left to take out. So is the job done?

Not exactly. For copy, like windows, walls and gardens, can always do with a little primping to make it look more appealing. And more saleable.

Let’s take an example. Twice.

Now before you say ‘I’m not reading all that’, let me tell you that you don’t have to. In fact, it’s better that you don’t, as it’ll demonstrate my point more effectively.

Here are two versions of the same copy, with a few tweaks on the second pass:

Password security

It’s just crept up on us. Over the last 15-20 years, we’ve had to create passwords for everything from Amazon to Google, from Apple to our PCs and mobile devices. The trouble with a password is that you have to remember it. So you need to make it memorable.

And that’s the problem. Because often, what’s memorable is what’s most obvious. So you choose your date of birth, or your partner’s name, or your house number. It’s easy for you to remember, and for hackers to guess.

It’s not just humans you’re up against. Password-cracking software can cycle through thousands of word and number combinations a second, making cracking obvious passwords child’s play.

So what do you do? Well firstly, don’t use the same password for everything. So much for what you shouldn’t do. But how about some positive advice?

Well one easy way is to use a ‘passphrase’, where you use the first letter of each word to create your password. Alternatively, you could use a password-generator to create a strong password for you, incorporating punctuation and symbols.

Or you could create a password document, where you store all your passwords; the thing is, if you forget the password document password, then you’re in trouble. Do also remember also to change your passwords frequently, for added security.

Password security may have just crept up on us, but that’s no reason to ignore the problem. In an age of increasing hacker sophistication, doing nothing is not an option. The time to take action is now.

And again:

Password security: Top Tips to keep you safe from prying eyes!

Passwords are everywhere. They’ve just crept up on us. Over the last 15-20 years, we’ve had to create passwords for everything from Amazon to Google, from Apple to our PCs and mobile devices. The trouble with a password is that you have to remember it. So you need to make it memorable.

Don’t make the hackers’ job easier. And that’s the problem. Because often, what’s memorable is what’s most obvious. So you choose your date of birth, or your partner’s name, or your house number. It’s easy for you to remember, and for hackers to guess.

It’s not just humans you’re up against. Password-cracking software can cycle through thousands of word and number combinations a second, making cracking obvious passwords child’s play.

Here are our Top 5 tips:

  • Don’t use the same password for everything, as you could lose everything in one go.
  • Use a ‘passphrase’, where you use the first letter of each word to create your password.
  • Use a password-generator to create a strong password for you, incorporating punctuation and symbols.
  • Create a password document, where you store all your passwords. But be careful: if you forget the password document password, then you’re in trouble.
  • Change your passwords frequently for added security.

Take action NOW

Password security may have just crept up on us, but that’s no reason to ignore the problem. In an age of increasing hacker sophistication, doing nothing is not an option. The time to take action is now.

Paint your copy better

You see what I mean? When it comes to copy, a little formatting goes a long way. I’ll bet you only read the headings and the bolded text in the second one. And you know what? You picked up the message just as well as if you’d read the bits in between.

Good copywriting encourages speed-reading. It helps the reader through the text, saving them time and effort.

Just like scraping, sanding and painting does for tired window frames, a little light decorating work will transform you copy. And it’ll make readers and potential purchasers think ‘I’ll buy that’.

And you’re done.

Get your marketing in shape with some smart moves

Lessons from the fitness frontline that we can all learn from

[Image courtesy of jerryonlife at Flickr Creative Commons]

This is the tale of three gyms. Let’s call them A, B and C.

I’m a couple of weeks away from moving to C, which is actually a reincarnation, rising from the ashes of A. But before I lose you entirely, let me take a step back (crouching and feeling that stretch, naturally) and set the scene.

Gym A was just down the road from me. I joined it 10 years ago, when I left the madness of London for the relative calm of Cambridge. In fact, I joined the gym before it opened, signing up in the sales office to the sound of hammers, pneumatic drills and builders’ bawdy jokes in the background.

It was big, bright and well equipped. I got an off-peak membership, which suited me fine. Not for me the after-work crowds and endless queues. And for years and years, it was just what I needed.

Until it wasn’t.

About  year ago, I decided I wanted a change. And the process has been an exercise in marketing basics – which is a workout that we all need to have once in a while. Here’s what I’ve learned:

  • Don’t look for a reason where there isn’t one. I left Gym A because I was bored and wanted something different. Did they do anything wrong? Not really. No more than other gyms, who take members for granted once they’ve signed up. My departure wasn’t sparked by any one thing, but by a slow burn of minor reasons, ignited by a flash of desire for something new. When there’s no logic, you just need to accept that these things happen and move on.
  • Novelty is attractive, but it doesn’t last. Otherwise, it wouldn’t be called novelty. When I moved to Gym B, everything was new and different.  From the machines to the showers, from the pool to the classes. But it soon became the new normal, and after a year it’s almost as familiar as the old gym. And the lesson here? Keep innovating and changing, and never get complacent. If Gym A had been a bit more innovative, they might not have lost me.
  • Price always matters. Gym A was closer but more expensive than Gym B. And for a long time, I thought close beat cheap. But then one day I cycled the route to B, and realised that although it took twice as long (both ways, of course) I could compensate by cutting down on aerobic exercise once I was actually there. Now, cheap became the overriding factor, combined with novelty (see above).
  • You need to make existing clients feel loved. For years, Gym A had special offers plastered outside the entrance (which is next to the foyer of a multiplex cinema) with great rates for new members. And they were almost always better than the deals that existing members were on. Not once did they offer to reduce my membership fees, or add extras. And changing-room chatter often revolved around the perennial question: How much are you paying?
  • Pricing should be transparent, and with Gym A it wasn’t. The website was vague and evasive (‘contact a member of our sales team’). This added to the above chatter, and had the faint whiff of dishonest practices. Gym B had prices on its site for all to see, and a simple signup facility. And sign up I did.
  • Nothing is forever, as Gym B has now discovered. The competitive landscape is constantly changing, and what was good enough yesterday doesn’t always cut the mustard today. Earlier this year, the Gym A chain got into financial difficulties and was forced to downsize. They sold off some of their gyms, including my local one. Enter the newest player: Gym C, a chain that’s shaking up the market with cut-price offers and 24×7 opening (yes, yes, I know – who on earth works out at 3am?).
  • Limited offers work best. Scarcity sells – always. You can either restrict the supply of products (but not too much) or the duration of offers. If people feel they could miss out, they take action. In my case, the clincher was that Gym C has an unbeatable pre-opening deal that will be available up to two weeks before they’re up and running. Once they are, it reverts to the full price with the full joining fee. That rock-bottom deal then runs for the first year of membership. What’s not to like? Needless to say, it was enough to make me reach for my mouse and click Join.
  • You don’t need to wait until you’re ready. Don’t throw open the doors (virtual or otherwise) and then start looking for clients. Hype it up beforehand, and create a buzz. Pre-opening offers means you hit the ground running from day 1 with an established client base. Pre-ordered tablets and phones (Google’s favourite ploy) means you can gauge demand weeks before you have to supply. That vital lead time gives you some breathing space, and ensures you’re not overwhelmed.
  • Make sure you deliver. Whether it’s footfall on your gym floor, or products falling into customers’ hands, you need to make sure you hit your target date. Nothing spoils a shiny new purchase like an unexpected delay. Gym C had better open in two weeks, or there’ll be a lot of disappointed gym bunnies out there. The sexy Nexus 9 (I’m considering its charms, and am feeling more than a little in love) had better be available in early November. A promise broken is worse than a promise never made at all, so make sure it’s doable before you commit.
  • Be a graceful loser, and set your clients fee. I cancelled my membership at Gym B, giving them the required calendar month’s notice. I then waited for the last payment to go out, and cancelled my direct debit (automatic payment). Job done – or so I thought. For just a few days later, my access card failed to open the turnstile. When I explained to the woman at the desk that it might be linked to my imminent departure, there was a sharp intake of breath: “Oooh – they don’t like it when you cancel.” And she was right: the system had put a lock on my account, claiming that I still owed another month’s membership. It took the intervention of the manager to override the system and correct the mistake.
  • Always try to snatch victory from the jaws of defeat. When I announced to Gym B that I was leaving, they made no attempt to make me reconsider. They simply asked me to fill out a form, then clicked, tapped and confirmed – and it was done. Not once did they ask me if there was anything they could do to make me stay. And yet the cost of finding a replacement for me will far outweigh what they could have offered me as an inducement. But they just let me go without a second thought.

And Gym C? Well, I’ll report back in a while. We’re still at the early stages of in our relationship, and I’m hoping for great things. I’m crossing my fingers that its opening will be synchronised with the end of my membership at B. Which it should do if they keep their marketing promise.

I’m sure there will be teething problems – there always are. They’ve already blotted their copybook just a bit, by replying to an email I sent about the opening date, and whether there was a way to set up an alert:

I am afraid there isn’t you should receive an email saying where were open for viewings tours and when our actual opening date is. The class timetable will be put on at the end of next week but not too book you won’t be able to do that until were officially open.

So two sentences instead of four, a blind spot when it comes to where/when and we’re/were, and an errant s in viewings tours.

But that’s OK. I know that where gyms are concerned, the important thing is brawn, not brain. As long as they’re open in two weeks’ time, I’ll forgive the odd spelling and grammar mistake.

But they’d better shape up, or I’ll be on the lookout again. One false move, and I could just be heading for Gym D.

Lateral thinking, sensory perception and the power of recommendations

Dream holidays and dream clients, and how to find both.

Let me take you on a little journey.

You wake up in the morning in a soft bed with fluffy sheets. It’s quiet and peaceful, with just the sound of the birds singing in the distance. You roll up the blinds (on the outside of the windows, on tracks) and the sunlight floods in.

You then head upstairs – for the bedroom is downstairs, as it doesn’t need the view as badly – to the lounge, with its shiny parquet floor. From there, you head to the kitchen and make yourself a cup of rich, heady coffee. You then take it, and yourself, to the balcony, where you sit and contemplate nature.

Spread out before you is a rolling lawn lovingly tended, with shrubs strategically placed here and there. At the end of the lawn, somebody has already climbed to the top of the boathouse, where they’re sharing the view you’re just easing yourself into.

And what a view. A lake as still as a mirror, occasionally rippled by a passing boats, sculled by oarsmen in perfect unison. They glide by, and calm returns.

You savour the coffee and the view, and life feels good.

And yet, all of this is just 30 minutes from the hustle and bustle of Berlin city centre. Through the distant trees, you can see the occasional red blur of an S-Bahn train heading city-wards, with a reassuring clackety-clack.

Sounds tempting, doesn’t it? Almost too good to be true. And yet it is true – I know, because I stayed there in April, and I’d recommend the holiday apartment without a moment’s hesitation.

And now you’re tempted, aren’t you?

Of course you are. We all want to find that secret hideaway, especially in a vibrant city. The perfect marriage of urban and rural, an oasis of calm that’s still within reach of one of the great capitals of Europe.

You see how powerful a recommendation is? And when the description is laden with lots of sensory input (fluffy sheets, rich coffee, rattling trains) it feels even more real, and you begin to imagine yourself living it.

You too can experience this peaceful idyll first-hand. But there’s just one hitch – and that’s where the inspired idea comes in.

Low-hanging fruit

Let’s say you owned the holiday home. Let’s say that in the beginning you really enjoyed it, but now work commitments mean you’ve got less time to spend there.

So you rent the place out, and it’s a nice little earner. As long as you go through a reputable rental site, get a decent security deposit, and spell out the terms and conditions (in a warm, fuzzy way) things go swimmingly.

And one day, you realise you’re not spending enough time there to justify keeping it on. So you decide to sell it, and list the property with an estate agent.

Do you stop there? Of course you don’t – because you have the ultimate list of qualified prospects.

We all know the power of the try-before-you-buy experience. From tonking with iPads in the Apple store to taking a shiny new hatchback for a spin round the block, we realise just how powerful it is to touch it, feel it, taste it, hear it and see it up close.

And the qualified list is, of course, the people you’ve rented the apartment out to. They’ve all woken up in the bed, brewed the coffee, sat on the terrace and watched the scullers. They’ve enjoyed the rus in urbe (country in the city, a Latin expression that I’ve been wanting to slip into a blog post for years now) of the apartment that has it all.

So unlike potential purchasers, who look at the estate agent’s details and take a quick tour around the property, they’ve actually experienced what it’s like to live there.

It’s a no-brainer, isn’t it? And that’s exactly what the owner thought, when he emailed me last week, along with everybody else who’d stayed there (BCC’d, of course).

Now here’s the clever bit, to add to the lateral thinking: instead of doing a crude sales pitch (You liked it so much, why don’t you buy it?) he simply wrote to say that after eight wonderful years, it was time to move on. He thanked everybody who’d stayed there, and let them know that the apartment would no longer be listed on the holiday site.

And that was that. Except, of course, for the attached PDF, with all the details of the property, together with lots of lovely photos and the price.

I was so tempted. But then I remembered that (a) 2014 is the year of downsizing and (b) I don’t speak German, though I’d like to and (c) I don’t want a mortgage and (d) I don’t have that sort of cash (€385,000) lying around.

But maybe you do. In which case, be my guest.

Home sweet home

So there you have it. One story, three lessons.

Recommendations are powerful, and sell better than any salesperson. All it takes is some satisfied clients, and a little encouragement.

Language is even more powerful, especially when used to create a multi-sensory perception that conjures up the feeling (or in marketing speak, the benefits) of a decision well made.

And the next sale is often much closer than you think. In fact, you already know where to find it. You just have to shake the trees a little, and it’ll fall into your lap.

So what are you waiting for? Get shaking, and be sure to ask for referrals. Use language cleverly, and always think laterally.

And start dreaming of Berlin and that piping-hot coffee.