Interview: Jim Mourouse, A Marketing Rule Breaker
Interview: Jim Morouse
Lessons You Can Learn From A Marketing Rule Breaker.
So just who is Jim Morouse?
Ever heard of ESPN.com? Yeah - He helped start that.
Jim also worked for Procter & Gamble, whose amazing marketing is why your house is filled with products they create. Ever wonder why a Soap Opera is called a “Soap Opera?” Procter & Gamble created these shows to target housewives and sell their soap brands at the same time. The name has stuck ever since then. But Jim doesn’t just have experience as a corporate marketing rule-maker. No, my friend, Jim Morouse is an entrepreneurial rule breaker.
Jim was the VP of Marketing for Infoseek. When the Disney-owned Go Network acquired Infoseek, Jim became responsible for all the marketing operations for the Go Network launch. When Infoseek merged with Starwave, Jim took charge of promoting the launch of ESPN.com.
Now you might think he would stop working after so many successes. But he didn’t stop there. Jim was instrumental to the marketing of the Internet start-up BioIQ.com. BioIQ.com, which delivers medical diagnostic kits directly to homes, offers an excellent example of how marketing and entrepreneurial ventures combine to create real value for customers.
Mr. Morouse is currently the managing director of The Satori Group, a highly successful business consulting company. He also contributes knowledge to young marketers through lectures in the Technology Management program at the University of California, Santa Barbara.
You would be hard pressed to find a person with a wider variety of marketing skills and experience. That means Jim Morouse has a lot of insights into things you should know. So, read on…
GTF: How do you think that marketers and advertisers can accurately test the selling power of their advertisements? How can marketers avoid the National Enquirer effect, that is, no one admits to buying the National Enquirer, but it is consistently one of the bestselling tabloids in the U.S.?
JMM: Let me answer your second question first… if I was the brand manager of the National Enquirer, I wouldn’t mind if people “said” they didn’t buy my magazine as long as they actually bought it! I do think there are product categories that aren’t “badge brands” (brands we want to wear on our sleeve and show off!). As long as you know your customer and meet his/her needs, it isn’t super important if they are vocal advocates of your brand; nice if you have it, but not necessary. As to testing the power of ads, there is a whole science around this… through early ad testing, looking at impact on sales versus media weights, split cable testing (where you run one ad in one area and a different ad in another area)… advertisers have myriad options for testing the “pull” of their ads. Especially online, we get almost immediate feedback on how our ads are working.
GTF: What do you think is the most important thing for a starting entrepreneurial marketer to focus on?
JMM: You can probably guess that my answer is to focus on the CUSTOMER. In my experience as an entrepreneur and working for some great entrepreneurs… the very best brands come from a deep understanding of the customer. A big mistake for entrepreneurs is getting too focused on technical details or trade relationships (or falling in love with an ad, their packaging or their stock options!!!) and losing sight of the customer. Delight your customer, and you’re on your way to a successful brand. I also think entrepreneurial marketers need to take advantage of all the targeting that’s available in today’s media market (across ALL types of media). Finally, I’d encourage any marketer to take the time/$$$ to TEST ideas; too often, we rush to market without really asking the hard questions. As we have learned at BioIQ, focusing on the “MVP” (minimal viable product) through constant contact with potential customers ensures you are “selling” from the very beginning of the process versus developing something in a vacuum and not getting enough feedback from your customers (because they honestly know better than we do!).
GTF: You were instrumental in creating the company, Bio IQ, an internet company which allows customers to monitor their health at home. Can you give us some insight into the early steps you did to prepare the marketing strategy for Bio IQ?
JMM: As I mentioned in the last question… we did a TON of customer research. Sitting in people’s homes, in company cafeterias and in private offices watching people actually go through the whole brand experience. This was invaluable as we were able to see first-hand what customers “got” and more importantly what they “didn’t get”. We always had 2-3 executions of packaging (or directions or webpages or whatever we were testing) to share for feedback. I think the biggest “ah-hah” moment for us at BioIQ was realizing that the direct to consumer market was not as strong of a business idea as the business to business approach. Once we got in front of Human Resource directors (and CFO’s) who are struggling with wellness… we found a very knowledgeable audience with sufficient resources and motivation to get this diagnostic info on their employees. We made a major strategy shift through these discussions to focus the company on the disease management, big insurers and direct to employer model versus internet sales directly to end-consumers.
GTF: You have the rare experience of working for Procter & Gamble’s Japanese marketing efforts. Are there major differences in perspective between countries to which a marketer must adapt? If so, how should a marketer prepare himself to create a marketing strategy targeting a foreign country?
JMM: I know I sound like a broken record… but the key to any customer insight is actually walking in their shoes. In Japan (in the hair care category) we learned that Japanese women have a much different bathing routine than the US; additionally, their hair is significantly more thick than Caucasian hair… so product formulations have to be adapted for a local market. In addition to the bathing ritual and physical differences, the retail market is also really different in Japan (fewer large retailers and a big shortage of shelf space). All of this we learned by immersing our whole team in the local market and in talking to customers (sound familiar???). As to targeting any foreign country… I think the world is getting “flatter” every day (especially with the internet). I think any smart marketer is thinking globally – and developing products that transcend borders and languages. Of course, it is always particular to the product category, local customs and regulations… but at the heart of it… a smart idea should be applicable to lots of markets/customers (look at the success of Amazon.com, e-bay, Craigslist, Pantene hair care, Toyota’s Prius, etc. globally).
GTF: Do you think a marketer should specialize in a specific area of knowledge about marketing (Search Engine Optimization, marketing strategy, etc.)? Or is it more valuable for a marketer to become proficient in all the fields of marketing without specializing?
JMM: I think if you are an expert at understanding the customer… you can find functional experts to help hone your message and tactics. At the end of the day, I think that connection with customer insights is the most important gift a marketer can have. That said, I think that being conversant in all the marketing “tools” ensure that you don’t get ripped off by specialists and you can add value through understanding all the links of the chain.
GTF: You are a managing director of Satori Group, which provides business solutions for a wide variety of companies. How much do small companies understand the importance of marketing? Has marketing’s importance changed with the spread of the Internet?
JMM: I think if people are willing to hire our consultancy (and pay our rates) they understand the importance of marketing! I work a lot with start-ups who need really specific insights to launch their company as well as their product. Getting internally consistent with “who” the company is as well as their core products and customers really helps keep small companies focused and is key to getting early traction with customers (and suppliers and funders!). I do think marketing is changing with the spread of the Internet – it’s very exciting because we can get nearly instantaneous feedback on our marketing programs. In addition, the spread of social networks and aggregating people with like opinions opens up all kinds of partnering options which can really help early stage companies.
GTF: Thank you so much for taking the time for this interview!
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For more information on Jim Morouse please go to www.bioiq.com or http://www.satorigroup.com . He also graciously spares his time to lecture on Entrepreneurial Marketing at University of California Santa Barbara, as a part of the Technology Management Program.
Garret T. Ferret is the most famous scientific marketer of the animal kingdom.