Monday 14 February 2011

"When I read about the evils of drinking, I gave up reading". - Henny Youngman

It was with some distress that I learned last week that my local is in trouble and there are scheming, unpleasant, scumbag developers looking to get hold of the site and …………. turn it into retirement flats – genius.
Its funny, because we are so used to hearing in the news and trade press about pubs closing by the bucket load, (about 5 a day on average and 35,000 since 2005) that we have become immune to it by now, its not even news anymore – its a non story. That is of course until it happens to you and it’s your local, then it’s a cause for a real feeling of loss, a bereavement, another of lifes landmarks slips away.
The particular pub in question, the Saracens Head, (the “Sarries”) is not especially notable – it’s over a 100 years old, used to be a coaching inn complete with their own stables and is currently what I heard the manager refer to it recently as “community sports bar” – I think that means it’s a local which shows the footy a lot.
However, locally, it is a landmark and it has a history that I’m a part of – I used to drink their with my Grandfather, I’ve drunk in their with my son, my daughter, my partner, friends, colleagues, I’ve been out with one of the barmaids, I’ve played snooker with my uncles there, I’ve spent Christmas lunches in their with my Dad,  it was where I nervously tried to work up some dutch courage with a couple of liveners before I got married, it is the venue where I witnessed over the course of a long end of season Saturday, my old rugby teacher, drinking 32 pints of Boddingtons,  and its where I nip in for a quick snifter when I’m waiting for the nearby Chinese restaurant to cook our takeaway.
It may get a reprieve and there is some hope that in the short term its future is safe, but the plight of British pubs is well documented and they have not suffered just from consumer lifestyle changes (although clearly that has not helped) but relentless changes in legislation from successive Governments who have intervened with policy changes that were ill thought out and misconceived.
In our age of Big Society, we are slowly dismantling the very fabric of our society – the pub.  The pub has been the centre of our communities for generations and where people come to meet and socialise, relax, meet people, catch up on local tittle-tattle and events.  Half the villages in England, now have no pub.  It’s not a new concern, George Orwell wrote an "obituary" of the pub on Feb. 9, 1946, entitled "Moon under water" for the Evening Standard, so the demise has been going on for more than sixty years.
Now we promote a drink at home culture, the supermarkets have been wholly responsible for the massive increase in wine drinking at the expense of beer and also undercutting the price of beer, so now we don’t have that highly sought after cafĂ© culture – we have home drinking culture, unchecked,  unsupervised and unmanaged.
I’m a believer in the concept of the Big Society, less state intervention, people doing things for themselves, volunteering, contributing, putting something back into their community – it’s a great concept, so why let or pubs die and fade away so ingloriously? Why tax them out of existence with a duty ten times higher than Germanys? Why is there smoking and non smoking areas not allowed? And why let Pubcos, who run 40% of British pubs, take so little responsibility for the fate, success and longevity of these ”little pods of British humanity” – as the local post offices, the churches, the local shops and lastly our pubs all slip away, so does the concept of Big Society with it, shame on us !

Sunday 13 February 2011

Innovate or die ?!?

There is a large City Centre hotel I stay at when I’m in London, which the chief appeal is its location and its sheer size means that usually I can get a room. I’ve been using this hotel for more than two years now, yet the receptionists never fail to ask me on arrival if this is my first visit? I cannot tell you how irritating that is and how needless?  Why does this major hotel (you'll know it) not have a decent CRM system? how has this huge accommodation provider, not implemented a simple, cheap software system that helps them understand their customers? its dark ages stuff !!  
Even powerful global brands are not immune to constantly having to evolve and develop.
I was really struck by the leaked memo from the new Nokia CEO, Stephen Elop, who circulated a memo to 1300 staff this week, urging a “change in behaviours” and wanted staff to understand that the  company were standing on a “burning platform”.
It’s a refreshingly honest appraisal and a genuine call to arms – pulling no punches and not couching anything in management speak or failing to address the issues
"The first iPhone shipped in 2007, and we still don't have a product that is close to their experience. Android came on the scene just over 2 years ago, and this week they took our leadership position in smartphone volumes. Unbelievable."
Worth noting in 2007 that Nokia had a 38% market share – 3 years later they have lost 10% on that position and slipping.
In the same week, ebay CEO John Donahoe, went to great lengths to highlight how ebay inc had re-invented itself and rally the market and investors.
Analysts had been critical for sometime, suggesting that they had fallen behind the curve, particularly the outdated site search facility, failing to address fraud issues and an overly complicated purchasing procedure.
“We are a different ebay” he said this week in San Jose, “we are driving the next generation of ecommerce”.
There was a nod and a wink in his full statement, to the fact that ebays users had changed and developed and the company had not necessarily moved with them – particularly that the auction aspect of ebay is significantly less important to them than it used to be and the fixed price sales are really what is driving the business.
Late last year Amadeus produced a really insightful report, called Hotels 2020: Beyond Segmentation, which brought together the thinking of 610 senior hospitality CEO’s and their views about market trends, innovation and customer need over the next decade.
“Unique, connected and informed ……….. understanding a customer is a strategic imperative for hotels in todays world”
The report implores hotel, accommodations providers to seek feedback at every opportunity and use every interaction to gather record, analyse and then inform strategy.
 Most people attribute the famous,”Innovate or Die” quote to Damon Darlin in a 1997 article: innovate or die on the Net
Bill Gates says it is the phrase he still lives by - maybe I could just add, listen, innovate or die.