Product Offering w/ Story, Ritual, & Explanation – Chicago is a food town, but steamed Asian Buns aren’t the most common offering by far.  The product itself provides the opportunity for Word of Mouth to be exchanged – in location or on their website in the “the Way of the Bao” video.

Sauce-Up Your Brand Voice – @BaoMouth - Their brand voice on Twitter is the disembodied Bao Mouth.  The spicy Bao Mouth’s location and identity remain a closely guarded trade secret (even when I pressed Mr. Alexander on stage).  It is interesting to note that this is usually counter to what we think of as a best practice in terms of building relationships through transparency, but here it truly adds to the Bao mystique.  What we do know is that he/she is not only listening for mentions of Wow Bao, but ready to comment on other seemingly irrelevant, but fun tweets.  My favorite today:

“I’m gonna walk in through the out door all day today RT @CarolBlymire: Prince turns 52. How will YOU be celebrating his birthday?”

Surprise & Delight with Innovation – Despite (or maybe because?) Wow Bao is in Chicago and only rocking a handful of locations, they are innovating their marketing at light speed.  They know that young, digital, early adopters are their bun eaters, so they have experimented by being one of the first restaurants in Chicago to offer Foursquare deals (in fall 09), they have an iPhone app, remote ordering and shipping anywhere in the US, Facebook weekly “secret word” deals, Foursquare Mayor rituals that walk the walk in store (this talkability has to manifest IRL after all), and mobile single-use barcoded coupons with Mocapay.  Even if 75% of these fail, they’re worth remarking about and, while experimental, that probably justifies the ROI on its own.

What other brands are challenging their audiences by pushing their marketing bounds vs. being dragged into the future?  Or using the complexity of their product as a WOM advantage?

The below table is a consolidation of lessons shared in an internal discussion of 360 DI strategists across the network for best practices before during and after an event.

An additional follow up consideration for all, especially for complex programs, is Social Influencer Relationship Management.

If you have some experience designing or participating in these brand events, please throw in your $.02.  I think it could benefit all parties to avoid the pitfalls in mistaking participants invited due to their audience and influence for people who are already passionate about everything your brand does.

I received a letter from Marie Gray, CEO of St. John Knit at home this week.

I assumed it would be about the economy.  That’s why we hear from CEO’s these days, right?

It wasn’t.  It was a 5 paragraph letter about a major change in the staple color of the staple fabric of the classic clothing line: the black Santana knit.  For various reasons including the environmental impact of dyes, the fabric color dying process has changed over the years.   Marie Gray writes that she had noticed that recent “black” collections had a bluish cast and had migrated far too close to their navy blue color.  So, they innovated.  They created a new process that would use less water and energy and produce a truer black that will be called “Caviar”.

Why does this matter to loyal customers like me?  In short, your old stuff won’t match the new stuff.  Part of the beauty of the items is that they last forever and you can mix and match items from lines and years.  It is garanimals for grownups.  The letter mentions that all stores and consultants have been armed with swatches of old black, navy, and new caviar for people to compare for themselves and prepare for the changes.  It also reinforces St. John’s commitment to craftsmanship at a time when other brands are focused on discounting which re-reinforces why this is a brand worthy of of a weekend – as well as my loyalty and respect.  While I wont be making any big purchases any time soon, the swatch compare will drive me into the store on my next NYC trip and who knows, maybe caviar will be hard to resist.

Emilie and Kathy put their heads together and realized they had a golden opportunity. They formed Beija-Flor (portugues for hummingbird) and began to design and import jeans made with Brazilian denim for the American woman. Beija-Flor started by selling primarily through home shows and direct through their website and word of mouth took off. It’s not everyday you notice a hummingbird logo on your friend’s great fitting jeans.

What makes Beija-Flor a Brand Worthy of a Weekend?

Founding Story – There is a great founding story for Beija-Flor and they tell it well through all of there materials. Even better is the fact that the faces of Beija-Flor are also the masterminds and founders.

Style Variety – While Beija Flor has extremely cute jeans for dressy/fashionable occasions, they also offer more dressy trouser styles, skirts, etc. They aren’t a one trick pony – you can purchase multiple items to weave into your wardrobe.

Size – Beija-Flor jeans are sold in actual true-to-size 0 – 16 (Dear Ralph Lauren Rugby store who only carries 0 – 12 – J’accuse). For anyone who has looked at a $200 pair of women’s jeans that are a size 29 and look like they are made for a malnourished 12 year old – this is for you.

Unique Features – When you fold their bestselling “Jennifer” jean sideways, you’ll notice that the back is higher than the front. This is to help the forgotten woman who is not just standing in a club, but who will sit down at some point and does not want to hang out the back. This jean is guaranteed to prevent you needing to ask for a booth in a restaurant to cover your exposed assets.

Check back tomorrow for What Beija Flor Fans want from a weekend with the brand.

CatchUp Lady, whose post was my first exposure to Nau.

“I would definitely spend a weekend with the Nau brand. With so many companies “green washing” and merely paying lip service to corporate social responsibility it’s nice to see a company that actually IS doing no evil. I think a company like Nau that walks the walk really resonates with my generation – and I’ll bet we see more companies following their lead in the future. Plus, my cousin works for Nau (disclaimer!) and if I took a weekend out there I’d actually get to both experience a great brand AND spend time with family!”

Chris Wojda of the Incite Kitchen

In his nomination of Nau as a Brand Worthy of a Weeekend: Think Patagonia with a little more Patagonia sprinkled on top. Then add a strong twist of Calvin Klein and Armani design aesthetic… and there you have it. Masters at building a sense of community rather than a marketing campaign.

In response to the question “Why are you a fan?”: I’m a fan of Nau because the brand has a clear purpose beyond making money. In my opinion, every great brand has a double or triple bottom line philosophy. They don’t rely on positioning and image, they rely on having a shared purpose with a core group of consumers to sell who they are to the rest of the world…All that said, their style is great. They not only make clothes that will perform while outdoors (freedom of movement, wick away sweat, keep you dry, breathable), their clothes are also made to perform indoors or in an urban environment (designed so that you don’t always look like you just got back from summiting Mt. Hood).

What would you expect from a weekend with Nau? I would expect a time where work and play were one in the same. As with most passionate people, the group at Nau seems to be the type that doesn’t separate work and pleasure because the two totally bleed into each other for them. They would be completely sold out to their brand and cause and very talkative about it. I’d expect a lot of Stumptown coffee (that’s another brand you should explore), a lot of people riding their bikes to and from the office, and a lot of conversation about affairs that on the surface have not a thing to do with selling apparel. They get their inspiration from a lot of places and clearly don’t chase cool. I’d expect a lot of collaboration in their office which would have few walls, few conference rooms, but a lot of sketches, articles, photos, ads, and other shit scattered through-out as inspiration. I wouldn’t expect them to be very secretive as they are more interested in collaboration than competition.

Nau – a Polynesian word of welcome and inclusion – was formed in 2004 by former executives from high end outdoor & lifestyle brands (Nike, Patagonia, Adidas to name a few). They came together to build a company that found “a better way” for every product and business process. Here are just some of the core elements:

Product: Nau sells technical outdoor items and casual sportswear that express their design philosophy of beauty, performance and sustainability. Nau has engineered 24 of the 32 fabrics used in their clothing to ensure that they are paying off on all elements of the philosophy. Nau uses recycled materials in fabrics as well as biopolymers (polyester-like materials made from agricultural sources) in order to grow the demand for such developments. One the most interesting is PLA (polylactic acid) is a synthetic made from corn instead of petroleum. But before you worry that these are the next gen of hemp clothes – take a look. These new fabrics have the same feel and look of virgin fabrics and don’t require sacrifices on design or style. Like the company, their clothes are also built to last – engineered for multiple uses, easy care, and subtle color choices to stay in style.

Participation: Instead of just giving a percentage of sales to charity (as Target and others do), Nau gives a whopping 5% of sales to a handpicked group of organziations fighting for environmental and social change (vs. just dealing with the consequences of programs). At the time of purchase either online or in one of Nau’s webfronts, customers can select which of the organizations will directly benefit from their purchase. It may seem like a small gesture, but by soliciting participation in this way, Nau is truly benefitting their “Partners for Change” with awareness and co-ownership of the customers who chose to support them.

Sustainability: There is a lot of talk about sustainability these days, but Nau lives it. From a remarkable headquarters that uses passive ventilation, recycled wood, and natural light and heat control to hiring external auditors to ensure the practices of their manufacturing, sustainability is baked into everything Nau does. Nau distributes their own products and, in addition to online sales, has 4 “webfront” stores to offer a place for customers to experience the brand and be able to try on clothes. Like all of Nau’s practices, they are designed for maximum efficiency and minimum impact. At a mere 2,200 sq feet on average, they carry very little stock (reduced shipping impact) and require little to heat and cool. They company buys wind and solar credits to offset the impact from the stores and headquarters operation. When you purchase an item at the webfront, you are offered a 10% discount if you do not take the item with you and have one like it shipped to you in recognition of the savings to the store for not having to carry lots of inventory.

Influencers: Nau recognizes the importance of influencers to the growth of their business and even boasts a “VP of Influencers” who hails from Nike. Influencers are seen as the face of Nau in the field and the representation of the company spirit. They identify 3 major communities that map to the elements of Nau’s brand identity: athletes (technical outdoor performance), artists (beauty of design), and activists (environmental and social change). Influencers have the ability to purchase Nau at a substantial discount, offer feedback on improving product performance, and participate in shaping the brand by blogging on the Nau site.

How does all this drive WOM? There is so much conversational capital here that it’s hard to know where to start, but when I asked folks in marketing at Nau how new customers find out about them, here is how they responded:

“The goal of most of our marketing & PR efforts (and, in part, our work with out Partners for Change) is to facilitate conversations around our products, our company, and our environmental and social mission. One small example: We don’t put logos on our clothing. If someone likes your coat and wants to know what you’re wearing, they have to ask. Our hope is that we have designed our product and our company to be interesting enough to spark discussion without us having to be too heavy-handed about it.”

As I mentioned at the top of this post, Nau raises the bar. Giving your customers something to talk about is difficult anough in this cluttered world, but doing it while being as subtle as the colors of Nau’s clothing line takes far more finesse.

Check back tomorrow where I’ll be sharing the words of some of Nau’s biggest fans and why they’d spend a weekend with these folks….

It’s not because they are the first US airline to begin testing onboard broadband internet (although, seriously, kudos). It’s the fact that Southwest Airlines honors their customers. Southwest doesn’t need to state what customers deserve from flying SWA because they actively demonstrate this honor and respect through every touchpoint.

The company’s “Nuts About Southwest” blog is a group blog in the largest sense of the word. It features posts not just from employees all over the company – boasting titles from “Sr. Manager of Proactive Customer Service Communication” to “structural mechanic”, but from customers as well. In particular the blog has been featuring the adventures of a customer through his Persian gulf deployments and has continued to “adopt” the other servicemen onboard the USS Nimitz. Yesterday’s post from the USS Nimitz’ Marco Meloni isn’t the stuff of slick PR, but it demonstrates a genuine respect for the people who keep Southwest in business – their customers.

Updated 9:30am:  Southwest also listens.  They sent a kind comment of thanks within 2 hours of this initial post.