Dear Montréal, We’re Stealing Mural Festival. Sincerely, The City of Regina.

Dearest Montréal,

We here on the prairies have grown quite fond of some of the pleasantries your fine cultured citizens have the pleasure of enjoying year on year. We feel it is our duty to inform you that we will be politely (and with the utmost respect) be stealing your Mural Festival as well as a few other ideas from your wildly addictive city.

Your streets are nothing short of beautiful. We intend to do the same to our fair city in due time.  Not only do I want to steal the idea of the Mural Festival, I want to take back to Regina a few other parts of Montréal.

Thank you Montréal for your cooperation and willingness to share in your Mural Festival. We from the City of Regina (unofficially), thank you in advance for your consideration of this request.

A Regina citizen that appreciates your fine city.

First of all Montréal is 375 years old, yeah that’s older than our country! So you can assume Montréal is doing something right, otherwise it wouldn’t be around. There’s a lot of history there, a lot of history this author had no idea about. The people are proud of their rich cultural heritage, far more than I witness on the prairies. It’s about time to start that rich, cultural, artistic, prairie heritage.

If we want to become a major destination in Canada we need to believe we can be a major destination in Canada.

What you want? CHEESEBURGER!! CHEESEBURGER!!

They Get Hospitality and Customer Service – fast service is a win-win

You don’t wait for meals very long at all. Be it crêpes, burgers, or a famous smoked meat sandwich, the service in most places in Montréal was remarkable. They are FAST! Sometimes you are served literally in minutes after ordering. This is a huge win-win! The restaurants like to have more people through their doors and customers don’t want to stay in one place too long. Serving meals fast is a way to impress customers and help your bottom line!

The “cooler” the dining experience the better your odds of success

Montréal really gets outdoor dining. Patios, terraces, tables in the middle of nowhere, some of the most romantic places to share a meal with someone are in the most unique places. We can easily steal this idea. We just need to talk to the City of Regina about allowing dining establishments more leniency on “where” they can setup tables to serve you. “Creating Instagramable Moments”.

Does It Cost To Get In? Nope.

Never short on fun (free) things to do 

We went on a Tuesday till a Saturday and there was the Mural Festival, The Francofolies Festival, as well as a beer fest going on near by. They were all free to attend. That means the organizers must have some great funding to be able to put on acts like that throughout the week. The Mural Festival was an entire street blocked off and shops, restaurants, and artistic acts lining the way. Amazing art pieces now cover the not so boring concrete jungle most cities become.

There’s a free app called Cite Memoire that tells the history of old Montréal in 22 different projections telling the history of Montréal.  Some of these projections were literally hundreds of feet in the air and you could only see them after a certain at night (had to check the app). They were breathtaking. Talk about “creating Instagramable moments” what a smart idea!

 

cite memoire

Got street art?

It’s beautiful just to walk around, the Street Art is amazing

Many of the most spectacular ones were from last year and 2015, Mural Festival is a way to keep making your city more artistically beautiful. The amount of tourists walking around snapping pictures of the Murals was also amazing (guilty!). What a brilliant way to make your city more beautiful, once a year hold a “mural fest” invite famous artists from around the world, and BOOM, every year there are more places with stunning art for everyone to enjoy.

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You can judge a company based on how many thank you cards they get

You Can Measure Success by The Amount of Thank You Cards Received

We have a row of cards at the StratLab office we keep there as a reminder of why we do what we do. A hand written thank you card is something so precious because you rarely see them anymore. Think about the times you’ve given away a hand written card, and think of the times you’ve received one. Those moment are very special here’s why.

It’s hard to fake a thank you card. Generally people who give a hand written note REALLY mean it. You never write a nice thank you note because you “ran out of time to thank someone”, or “you couldn’t figure out what to get them!”. No you wrote the thank you note because you actually care. Something very rare these days.

It’s hard to take time out of your day to write something using your thoughts, that’s why it means so much more.

In a world where a tweet, snap or post on Facebook is so simple to do, write a hand written note, you’d be surprised as to how far it goes.

We all see the world through a different lens

Perspective: The Most Underrated Quality in Creating Design || Eps 38 #InTheLab


This week Eddy and I are talking about perspective. Why do we trust designer? What do create professionals see that others do not? What’s so special about having taste?  

Trust your designer

There’s a reason they are a designer, they have perspective. Trust them. Any creative needs some free reign over what they’re doing, they are artists after all. Don’t micro manage any creative process, that’s a great way to create something extremely mediocre.

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remarkable customer service is similar to being a dog

Customer Service Explained By The Friendliest Person In The World || Eps 33 of #InTheLab

  

I’ve only known Maple for a few years, but in that time she’s taught me a life time of lessons on how to treat people. We used to work up above Coda Clothing and shoes. Maple would be working on the floor of Coda when we’d come into work. We’d have to walk past her as we shared an entrance. She was always excited to see us no matter what. She genuinely wanted to get to know you better, it wasn’t fake or contrived, Maple is actually one of the happiest people I’ve ever met. She could keep a conversation going with a mute person!

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Create holy $!%& moments

Most events aren’t meant to be remembered

that’s why most events aren’t that good. How many presentations, conferences, lecture’s, speeches, keynotes, and guest talks have you been in that have completely bored you to death? It’s become an epidemic, and I hate it.

If you don’t intentionally try to create a memorable event why do you think people will remember it?

 

Start with: why will people remember this? Why will my event be different? How do we get people walking out after the event saying “holy $#!& that was amazing!!”. Maybe therein lies the secret: to create “holy $#!&” moments.

 

Most events aren’t meant to be remembered, but why not? Don’t you want your next event to go down in history as one of the best _________ of all time?

When planning you must ask how are we going to get people to remember this? If you don’t you’re almost guaranteed that people will do the opposite.

“The Performance Begins Long Before The Curtains Open”

Globe Theatre Regina Website

On September 16, 2013 the wonderful staff at the Globe Theatre in Regina and I shared a laugh or three. It was a lot of fun. It was on the five keys to customer service in 2013 and beyond.

I. Smile
II. Reciprocity
III. It’s always the little things
IV. No one loves a company
V. Create ‘wow’ moments 

 

***Important*** On the slides that show a website, click the website in the slide, it links to the actual website. 

The Stanley Cup of Twitter: Bruins vs. Blackhawks

The series is knotted up at a game a piece after two exciting overtime games. Those placing bets might as well just follow their heart because it’s basically too close to call if you’re relying on logic and each team’s performance in games 1 and 2.

Can the same be said for the team Twitter accounts? If the cup were handed to the team with the best social media presence, who would be declared the victor?

Let’s find out.

First, we must establish what “best” means. We believe that a great Twitter account helps a person establish a personal connection with a business or entity. From the business’s (or team’s) standpoint, an account should align with the image and values they portray and become more passionate about their product in order to facilitate purchases. In the case of the NHL, purchases include things like tickets, merchandise, and television/streaming subscriptions. The goal of these accounts should be to recruit new fans and engage those who are already fans.

I always say that the best marketing is a great product or service and, in this case, both the Hawks and the Bruins have iced an amazing product as has been made evident by their respective playoff runs. They already have that advantage over the competition so for this head to head matchup, we must establish some criteria.

But first! (I’m sure the suspense is killing you) it should be noted that Chicago and Boston are very similar hockey markets. Before looking at the accounts, it could be assumed that each team has a similar following based on annual revenues in these Forbes NHL Teams Valuation Rankings.

Ranking NHL Team worth

As chosen by the TSN panel..err..Strategy Lab panel, each team’s account will be evaluated in a seven game format with each game being based on a different competency category:

Tweet Frequency – the team’s ability to find a quantity-of-tweets “sweet spot”.
Game 1: Following Quantity – number of followers.
Game 2: Quality of Content – the degree to which a team’s tweeted content is dynamic and compelling
Game 3: Personality – the account’s ability to establish a twitter identity that aligns with the team’s and garners interest.
Game 4: X-Factor/Standoutishness – the team’s deviation from tweeting norms that often make for a dry, uninteresting feed.
Game 5: Engagement and Response – the team’s ability to mobilize/respond to followers.
Game 6: Faux Pas Avoidance – avoidance of spelling mistakes, rookie mistakes, and twitter worst practices.
Game 7: Contributing Platforms – a look at the quality of each team’s most commonly used twitter-connected app (ie. Instagram).

Let’s take a look:

Game 1: Number of Followers

Blackhawks vs Bruins

Recap: Boston edges Chicago out by an almost negligible 20,000. These extra followers could be due to their more recent cup run having taken place when Twitter had increased in popularity since Chicago’s championship season in 2010. Another reason could be the 7,300 edge in total tweets.

Game 1 Winner:      (Boston Leads Series 1-0)

Game 2: Quality of Content: 

Screen Shot 2013-06-17 at 6.19.52 PM

Screen Shot 2013-06-17 at 6.19.34 PM

Recap: Boston starts it off with a nice picture showing the pre-game festivities, evokes emotion with the Boston Strong theme, and makes fans following on Twitter feel like they’re really there. The Blackhawks counter with some lineup information and let everyone know that Ben Smith is in and Marian Hossa is out after an incident in warm-ups. The tweet lacks the degree of insider detail you’d expect from a team’s official account.

Game 2 Winner:     (Boston leads series 2-0)

Game 3: Personality

Screen Shot 2013-06-17 at 6.25.47 PM

 

Recap: Tweets with any sort of personality that come even close to touching that of the LA Kings twitter account are hard to come by with these two squads. If this were a real game, it’d be a bit of a snoozer. Luckily, the Hawks’s Twitter team just came through with an awesome tweet that shows the tweeter is a real person — capable of having emotions. In doing so, it made me feel like I’m in Ben Smith’s skates and don’t doubt I’m alone in feeling that.

Game 3 Winner:      (Boston leads series 2-1)

Game 4: X Factor/Standoutishness:

Screen Shot 2013-06-17 at 6.38.34 PM

Recap: In comparison to many great accounts that aren’t afraid to do something off-the-wall or out of the ordinary, these two play it pretty safe. The one standout thing that the Hawks do is retweet Hawks-related content from supporting organizations and subsidiaries like the Cubs picture tweet above. This, in my opinion, engages the community and helps prevent the team and the sport of hockey from becoming siloed. The Bruins have ample opportunity to do the same and more as the city recently became more tightly knit after the Boston Marathon tragedy but there is no evidence of this on the Bruins Twitter feed.

Game 4 Winner:      (Series tied 2-2)

Game 5: Engagement and Response:

Screen Shot 2013-06-17 at 6.37.51 PM

Recap: The only recent effort at fan engagement made by either team was this tweet from June 15th by the Chicago staff. Fans were encouraged to ask their questions to the hosts of a third-party show. Plenty of room for improvement in this area for both teams but Chicago narrowly escapes this one with a victory.

Game 5 Winner:      (Chicago leads series 3-2)

Game 6: Faux Pas Avoidance:

Screen Shot 2013-06-17 at 6.49.19 PM

Screen Shot 2013-06-17 at 6.49.35 PM

Screen Shot 2013-06-17 at 6.49.43 PM

Recap: In this crucial game 6, with the Bruins on the brink of elimination, it became a lesser-of-two-evils battle. Chicago missed the mark (and constantly does so) with hashtag overuse. Every tweet during games is adorned with a head to head hashtag. I, for one, am skeptical of the effectiveness of these hashtags and think they should be used in moderation but Chicago’s own metrics will be the final judge of that. Boston, whose tweets always include the initials of the writer despite there being no documentation of the full name of the initial-bearer in the bio or previous tweets, luckily had one tweet that included the initials “B.B.” amidst the thousands of “C.S.” tweets. The slightly less stinky team in this one was the Bruins, who force a game 7.

Game 6 Winner:     (Series tied 3-3)

Game 7: Contributing Platforms: Instagram

For the seventh and deciding game, each team’s most recent Instagram post was scrutinized:

Screen Shot 2013-06-17 at 6.57.24 PM

Screen Shot 2013-06-17 at 6.57.05 PM

Recap: As is expected in game sevens, a valiant effort was put forth by each team. Chicago really captured the energy following Patrick Sharp’s impressive 9th goal of the playoffs. The post was timely but lacked the organic feel Instagram enthusiasts have come to know and love. Boston’s pre-game hype picture, on the other hand, is quite likely taken with in iPhone and looks great with a black and white filter. It hasn’t been doctored by any gaudy text and really uses Instagram properly with a post that likely appeals to ‘Gram enthusiasts.

Game 7 Winner:     (Boston wins series 4-3)

 

2013 Stanley Cup of Twitter Champions

stanleycupoftwitter

Off-Season Analysis:

Each team does a good job of delivering hockey news and updates in a traditional way. The only real instance of going to the next level in terms of non-traditional media was when Boston really embraced the platform that Instagram is with an organic-feeling post. Twitter is dominated by witty and compelling people and businesses. Neither of these teams has truly found Twitter’s sweet spot. If they’re looking for an off-season trainer, it should perhaps be the Los Angeles Kings account.

Time to Reconsider What You’re Sharing on Facebook (Part 1 of 2)

SSHHFB

Sssshhhh! It’s time to acknowledge that the days of simply asking questions, sharing quips, and doing giveaways on your business’s Facebook page are over.

If you’ve continued to rely on these tactics, I’m sure you’ve noticed plateaus or stagnant engagement.
If you haven’t and things are still rolling smoothly, think of just how much more effective you could be with some smarter posting.
We all know it was Steve Jobs who said, “Stay Hungry. Stay Foolish.”
This is a case of staying hungry and looking for ways to constantly improve but staying intelligent while doing so.
Here’s how:

Screen Shot 2013-02-19 at 12.39.06 PM1. Discover what people love about you: Perhaps you already know exactly what people love about you. Perhaps you THINK you know what people love about you but it’s time to find out again. Even still, what people love about you in real life might not directly translate to what they like about you on Facebook. If there’s a disconnect, reel them back in to what’s truly great about your product or service by offering this info up in a way that adds value to them.

2. Recognize what people are likely to share: The average post is seen by 16% of those connected to your page. In order to increase this, you’re going to want to focus on the virality of your posts (shoot for 1-2% for post). Virality depends on people sharing your content. Pay close attention to what people have shared from your page in the past and focus on how your posts appear on the News Feed NOT on your own page. The News Feed is where people are most likely to see your post.

Part 2: The Four Main Reasons People Share and Like Facebook Content (via HooteSuite)