How Startup Brands Can Survive in the Digital Disruptive Age

The four C’s that SMSs and Startup Brands must utilize to make it in this age;

1.      Content: you must have content, as it’s said “content is king”, however not just any content, you must have relevant content which your audience will crave for, that meets their needs.

Your content must be timely; there is nothing worse than dead news, so ensure that you deliver your content when it’s needed. You need content that has been tested and trusted; the fact that content is required doesn’t imply throwing unverified, untrusted information out there.

2.      Connection: the first stage is to have relevant, trusted, timely content. The next step is to build meaningful connection with your audience; that is your market, fans and followers. Businesses thrive on relationships. Take time to build key relationships. Having great content that doesn’t resonate with your audience is futile, so by constantly engaging with your audience you will better understand their needs and wants which will enable you provide tailored made solutions for them.

3.      Contacts: from your connection you step up your game by establishing key contacts; connecting with influential people who can help push your business/brand to the next level. Some of them are the gatekeepers in the industry which you seek to penetrate, without them it will be difficult to breakthrough such barriers. Your contacts are the people who have the ability and capacity to help you in various ways. They are influential in their various fields. Take time to make such contacts.

4.      Contracts: your contacts should enable you get other clients, repeat business, and contracts. This is the last stage of the process of sustaining your business/brand in this age. Businesses exist to make profit (whatever that means to your business). Most often than not, it’s your contacts that will lead you to your contracts. That is to say your key relationships/influencers are the ones who will bring business to you. If you build this properly, your business will thrive, if not you will be firing arrows without hitting your target.

In conclusion, take note that big brands can readily afford mass media promotion to compete with price but as a small business owner and startup, focus on delivering outstanding offer with excellent customer experience to win. To survive in business today requires that you keep this cycle running constantly; to have something of value to offer – content, to build a bridge with your content – connection, to connect with key influencers – contacts, to get income coming through them – contracts.

Bernard Kelvin Clive is an Amazon bestselling author of REBRAND: The Ultimate Guide to Personal & Corporate Branding & Rebranding, and over twenty-five published books. A Personal Branding Coach, Brand Strategist at BKC Consulting. He has consulted for and helped hundreds of authors locally and internationally to self-publish books and build author brands. Ghana's foremost authority on Personal branding and Digital Publishing who hosts the #1 iTunes ranked Business & Career Podcast in Ghana. www.BKC.name 

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Edward Effah leads Fidelity to 79% Profit increase

In March 2001, Edward Effah was selected as one of the best twenty young leaders in Ghana for the inaugural class of the Ghana chapter of the Africa Leadership Initiative. Since then his name has never left the top performers list. Fidelity Bank under his leadership has recorded some phenomenal successes over the years and shows promise of continuous growth. In the industry, the bank has won several awards including the prestigious Best Bank- Customer Care for the Ghana Banking Awards under his leadership. He is by all standards a high performing individual.

In 2014, the nation was faced with an economic downturn that presented a turbulent period to the financial sector. In spite of this challenge Fidelity Bank recorded an appreciable performance under the leadership of Mr. Edward Effah in 2014 when profits increased by about 79% from the previous year’s GH¢63 million to GH¢112.5 million in 2014.

At the bank’s annual general meeting, Mr. Effeh said; “In the year under review, operating income was GH¢326 million, representing a growth of 67 percent over last year’s figure of GH¢195 million. Growth in operating income was as a result of a 59 percent growth in the net interest income from GH¢117 million in 2013 to GH¢186 million in 2014. Growth in fees and commission on the other hand increased but was below expectation due to the shortage in foreign currency and decreased international trade activities in the year”. He said that effective cost savings, notwithstanding the higher inflationary environment, supported the profit performance, saying “operating expense for the year came to GH¢183 million, 57 percent above that of the previous year.”

According to a news item published on the company’s website; assets of the group soared significantly by 85 per cent from GH¢1.69 billion in 2013 to GH¢3.14 billion in 2014. The bank’s profit after tax increased by about 90 per cent from GH¢43.86 million in 2013 to GH¢83.38 million at the end of last year, buoyed by about a 71 per cent growth in operating income from GH¢197.1 million in 2013 to GH¢336.7 million in 2014.

Mr. Effah attributes the Bank’s performance to improved internal processes substantially, enhanced delivery of service to customers and increased footprint in the Ghanaian banking landscape. He said the bank brought on board IBM, a leading IT company to provide the latest technology platform to serve its customers, invested in a state-of-the-art contact center to serve customers as well as the acquired ProCredit Savings and Loans Limited to ensure expansion of its activities. These factors are largely responsible for the growth. Mr. Edward Effah noted that the integration has been very smooth and that Fidelity currently has the best combination of Human Resources in the sector.

Board Chairman of the Bank, Dr. William Panford Bray, touching on the acquisition of ProCredit noted that the acquisition of ProCredit had helped the bank to increase its footprint across the country with an extended network of 80 branches and 110 ATMs. With the integration of processes and credit methodology well integrated, The bank can now boast of customer base increase from 485,000 to 621,829 helping to improve deposit base by 31 per cent to GH¢1.8 billion.

High performance in the financial sector enables high performance in all other sectors of an economy. With the likes of Edward Effah at the helm of affairs, there is light at the end of the tunnel for Africa as the Cheetahs, slowly move to the front-line. Mr. Effah is a classic example of high performance; a person who’s very presence in any group forces change in the upward direction.  Team SPiD-UP is working hard to find out what his driving philosophy is and when this is done, we hope to bring you an inspiring article that will encourage you towards being the best you can be. In the meantime, keep brightening your corner. #SPiD-UP

If you know other high performers, nominate someone into the performance recognition Program

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Leadership duality— Encourager vs Challenger

In my recent article on leadership in which I made a point about the difference between effective and efficient leadership, I pointed us to effective leadership as the better option if change was desired. This article is a necessary installment intended to deal with the next stage of leadership i.e. guiding others (or leading if you like) through the new territory. This is based the premise established in the previous article; that leaders set the pace or lead the way in a particular area—it is what makes a leader. It is in this realm that such matters as leadership styles become worthy of the microscope.

Any reader of Lee Roberson is familiar with the expression; everything rises and falls on leadership. It is also a well-accepted notion that Leadership is cause and everything else is effect. Whiles much has be written and taught about leadership styles with so many different theories being thrown about, I find two attitudes showing up in my own experiences and observation; challenging and encouraging. 

To most people it is always the nice guy who is the most attractive. In many success stories, there is always that leader who encouraged someone to do something and how lucky they were to have met that individual. The encourager is loved because of his seemingly calm and loving nature. He is accepting of people’s weaknesses and encourages them to do what they think they can. People want to be treated nicely, feel loved and respected—the encourager model serves this purpose perfectly.

In a recent attempt to teach a lady friend how to drive, I found myself failing woefully simply because, I was not using the encourager model. You see I am more the bad guy type. The kind of guy who will throw you a challenge and expect you to rise to the occasion after having sold you the idea that I wouldn’t ask you to do it if didn’t think you could. The challenger doesn’t want what you think you can do, he wants what he believes you can do. The challenger wants to work with people who have a will to do things (transcend themselves) not those who need to be convinced to do thing. That’s the challenger guy and he is not the most popular.

The challenger is usually (not always) quite low on socio-emotional competence. He is more performance oriented and less people sensitive. He is not concerned that you havn’t had lunch and that your child has a headache. Nobody likes people like that but the fact remains, it is results that make great people and for that reason alone a focus on performance instead of comfort may be the winning formula. The larger point however, is that leadership is not for everyone (don’t look so shocked).  A leader is a game changer—he charts a course —a new course and from all indications a majority of people do not do that. Those who change the game are constantly in the face of challenges. It is the ability to rise above a challenge that sets them apart putting them in the lead creating something that others will emulate. A person who has trouble with challenges can therefore only follow such persons with pain. Yet a leader cannot be a leader unless he has followers who he must guide on this path. People have needs and that includes comfort and love. We also know that people are their best when they are comfortable in what they are doing. So that it is clear that the two models have merits and demerits. The most versatile leader will know not only how to throw a challenge but also how to encourage followers to take them up without threatening their self-esteem.

If you are an encourager, then encourage more while recognizing the need for throwing a challenge. On the other hand a challenger must challenge while encouraging where it is needed. As is always the case; one may be stronger in one area than the other, this is fine and decides what kind of followers he assembles. If John C. Maxwell is right, then a leader must aim to raise other leaders. What kind of a leader will you train, how will you do it and why? Go lead with high performance!

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Effective and Efficient —An unclear dichotomy?

It is very easy to confuse efficiency as the same as effectiveness. There is nothing farther from the truth. The two can quite easily be opposites if we take a closer look. In everyday language, we can easily say a person is efficient and actually mean they are effective.  Hopefully your view will be well-formed by the end of this article and you will begin to look for effectiveness and not efficiency.

Efficient actually means you are good at keeping things the way they are—you meet the standard. There is a system and a standard in place, you follow it very well enough not to upset it. So that most people are in fact efficient (normal or average performers) and form the 80% of the population that keep things the way they are. As long as we remain efficient in what we do, we will get good results but nothing will change. There will be no breaking of new grounds. This is detrimental to human progress as by nature, the world itself is in a perpetual state of growth and nothing stays the same. The mobile phone in your hand has not always been the way it is. It has been continuously changed by effective people who consistently sought to improve.  It is normal for people to be born into the world, live and die. That is normal and a person can get very good at living life efficiently without making any real difference. Efficient leadership therefore, actually keeps us where we are— maintaining the status quo.

Effective on the other hand is another matter altogether. There are certain individuals who’s very presence challenges everyone and everything around them. They know not another way to live but to change things for the better. Such persons are responsible for the progress mankind enjoys. As soon as they become a part of something, that thing must change. It is the reason they are referred to as game changers. These are the effective people— the 10% responsible for raising the bar for everyone else to catch up. They are peak performers.

So that we can easily see what can be described as an effective leader and efficient leader. It is the difference between a person who got into a position and a person who actually lead the way with something they did. Effectiveness is what Jesus meant when he said “you are the salt of the earth”. Salt by nature is an effective change agent. You know immediately when the food is missing salt just as you know when Barcelona is missing Messi. When a person is born into the world, he must leave it improved—something about the world must be better or something of great benefit must come into existence because of his presence.

This then is the difference between being efficient and being effective. Most importantly it is imperative for every one of us to evaluate ourselves regarding our effectiveness. And if we are in a leadership position, ensure that we are true leaders and not position occupiers. What is the nature of your influence on the organization you are part of? How has that group changed for the better since you became part of it? May you receive grace to be the salt of any group you are a part of. May things begin to move because of you.
#spidup #hopemanexhortations

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An unsual portrait of leadership

Peak Performance makes leaders. Peak performers are people who because of integrity with themselves, always function from strength and are always in possession of a vision that others find difficult to comprehend. Because of this, they are often leaders—they chart a new course that others must follow. There appears to be a huge misunderstanding about what leadership really is. Papa Oyedepo described it in the most interesting way and I paraphrase;

most people think leadership is about being promoted or elected into a position.  The answer is more complex than that. It is about doing something more than others in a particular field so that others don’t have a choice but to follow your example. They must fight to catch up with you. You must lead the way by taking humanity to its next level of evolution.

It is not surprising that the proponent of this idea built the largest Church auditorium in the world in a so-called third world country. He epitomizes leadership and he is certainly a peak performer. In this regard, men like Steve jobs can clearly be described as leaders not because he headed an organization, but more because of the nature of the things that came into existence because of him and how people did not have a choice but to emulate. He led the way with the ipod, the ipad and a host of other products. In effect, he had a leadership/Peak Performance mindset because there was nothing he touched that didn’t become the new standard and this appeared to happen by default. Whiles a lot have been said by experts about his leadership style and how others will fail if they followed his pattern; little has been said about his advantage as performance conscious individual. If you always lead, people do not really have a choice but to follow. Creating leading products made him a magnet of people. Everyone is attracted to success, greatness and the visions that make them possible. So much so, that even “Hitler and Stalin” had followers.

I submit to you that; if you lead the way with everything you do, people will not have a choice but to follow. The biggest thing about Steve Jobs may not be his people management skills. Yet those who worked with him are always inspired by his need to break new grounds. For that they are driven enough to follow him and he never failed to bring them to the promise land as long as they accept the challenge of the journey. If Steve is building something, you know you want to see it. Things are not that different for Papa Oyedepo as he has had his fair share of criticism regarding his people management skills. I had the privilege of sitting in a leadership class handled by the Apostle General of Royal House Chapel Rev. Sam Korankye Ankrah recently. Those traits were clearly present as his very words left all participants in a challenged frame of mind. He demands everyone to be the best—you have to be stupid to not want to be your best.  The crux of the matter is simple, true leaders by their very need to break new grounds will cause a useful discomfort somehow. But those uncomfortable moments are moments of impartation and those who survive it become leaders in their own right.

So that we can easily see what can be described as an effective leader and efficient leader. There is a difference between a person who got into a position and a person who actually lead the way with something they did. When a person is appointed or elected into a position, we are able to tell whether they maintained the status quo or brought us to a new level of development.

In the case of Africa, we cannot afford any more efficient leaders. We need true leaders as we seem to be stuck in one place barely even meeting the standard.  The nature of any group is a reflection of its leadership. Being stuck in one place in a matter of time transmogrifies into retrogression because nature doesn’t have the space for it. It is the reason why you will soon find snakes in your lawn when you abandon it for too long and find spiders and all kinds of co-inhabitants in your house when you leave it unattended for too long. #spidup #hopemanexhortations

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Pizza Wars. Eddys or Papas?

The eating of Pizza does not fascinate me as much as the names of Pizza joints. In Ghana like other west African countries, eating pizza is becoming a craze, a somewhat irresistible crave. Bread and stew? Whew! That’s the funny way some people refer to it. 

Trust me, there are people who eat pizza as much as politicians are daily accused of corruption. It’s that frequent, boy! For others, it’s a ‘dream come true’ on Occasions. No wonder, Pizza joints in Ghana hit the jackpot on holidays. Several see people throng them like Mega Church Crusades and or 31^st December Nights.

Congregants at a crusade drown the stage, in an attempt to catch the Preacher’s attention. Pizza Wait staff likewise witness all forms of threat from ‘congregants’ if their pizzas did not appear the next minutes.

‘Lady, if you need to get into that kitchen  and fan the oven, you better do so because if I don’t receive my pizza in sixty seconds, I will ...’ He doesn’t end his statement before another aggrieved customer jumps in, ‘Hey lady, where is my pizza? You took my money and now you are here doing what ...’ the staff is confused now. She does not know whose question she should answer. The customers are screaming now ‘Where is the manager!!!’

In Ghana, there are two names that lead the chart in the hearts of Pizza lovers. Common! Spare me that look, Its Eddys Pizza and Papas Pizza. My focus is to examine what these figure heads are doing to get your attention, as they fight for a larger chunk of the cake called ‘customers’.  This undoubtedly is a microcosm of Performance. ‘Microcosm, are you kidding me?’ Yes, microcosm. Assessing their performance will ultimately be measured by the level of satisfaction their customers enjoy.

Branches

The headquarters of Eddys Pizza sits on No. 66, Ringroad, the same building where Mr. Harry Zakour has run his famous Bus Stop Restaurant for about thirty (30 years). Eddys Pizza, when it began, enjoyed some goodwill’ as a result of its location on the same premises with renowned Mr Zakour.

Interestingly, the Bus Stop restaurant, which has now a pale shadow of its former self now benefits from Eddys Pizza, which is generally viewed as the ‘People’s Darling’. ‘A good turn deserves another’, they say. How? You buy Pizza from Eddys and marry it with beer from Zakour (for those who take alcoholic drinks).

Papas Pizza, on the other hand, minding their own business at East legon, on the American House Road, suddenly heard a rumour about Eddys, bringing the game to their doorstep, right under their nose; their headquarters. Initially, it seemed a joke.

One morning in 2014, Papas woke up to realise that the Eddys Contingent had set up Camp about 200meters away.  ‘What?’ he exclaimed. A closer look revealed that Eddys had forgotten to come along with a generator (laughs). Like seriously? Going to bake pizza without power?

Papas began to hatch a grander plan. ‘An eye for an eye’. ‘A tooth for a tooth’.  By midyear 2015, Papas had set up on the Ring road close to the Police Headquarters, and ironically named the newest shop ‘Papas Pizza Osu’. Clearly, this is a Tyson and Hollyfield affair.   

Papas Pizza has a branch at Spintex, Eddys Pizza have an ‘Opening Soon’ banner at Spintex, mounted on the building they intend to occupy. Yes, a banner. The question is ‘Are they ready for another bout with Papas on the streets of Spintex?’ If yes, the earlier the better. If no, continued stay ‘Opening Soon’ could damage their general reputation. Opening soon? Hey! It’s almost two years right? What kind of ‘Soon’ is this?

Glo Telecommunications Network, prior to entering the Ghanaian market made all the noise. Remember? However, by the time they actually opened for service, they had developed sore throat from the loud singing.   

Pizza flavours

Papas Pizza manages with about twenty (20) varieties of Pizza while Eddys run twenty-two types. See? However, Papas Pizza has managed to attract John Dumelo, Ghanaian movie star and Businessman (of course, including his followers) to the Papas’ Home. The brains behind Papas have gone the next step to honour him with a J.Melo Pizza. That’s Strategic leveraging. Hold on! Before you run off, Caroline Sampson of Yfm (inside the Silverbird Cinemas, Accra Mall) fame is also on their train.

Which Star is on the Eddys’ train? Does it matter? Eddys have managed to transform the ‘Supreme’ and ‘Meat Lovers’ flavours into some kind of tin-gods. If you try these, you could go bankrupt in your attempt to satisfy your appetite. The only turn-off will be ‘delay’ in having your Pizza baked.  Just visit Trip Advisor for further details. Eddys Pizza. Their website puts ready time at 20 minutes though.  

Customer Service

I cannot say anything about this. Do visit any of their branches on separate occasions. Eddys, perhaps on a weekend and Papas, on a holiday. Your personal experience will be the best assessment of their performances in this area of hospitality. Oh blimey! Forgive me. Pizza eaters constantly leave their reviews on Trip Advisor. You can pause and check them out. Those who don’t take customer service seriously in their business lose out by huge margins and risk collapsing the business.

Staff Attire

Papas Pizza Front staffs are often spotted in Jeans trousers with T-shirt and a Cap to match. Shoes? They wear flats. In my mind, I’m thinking, this aids smart movement in serving customers. In developed countries, this is how Pizza front staff dresses. Talk of Dominos Pizza and Papa Johns Pizza in the United States of America.

Eddys Pizza management, on the other hand, have for a greater part of their existence, preferred to have their front staff don attires that could make anyone mistake them for Bank workers. They often don white or black long sleeves shirt over a pair of black trousers, a necktie and black shoes. Ladies wear black heeled shoes.  This may be the Eddys way of standing out from the crowd, but in a pizza joint, where movement and speed rank topmost; their mode of dressing will be counterproductive.

What have I been saying all along? *Sips Apple Juice* Eddys Pizza and Papas Pizza are in a race, One thinks he has arrived and is gradually losing out, while the other, relatively less popular, continues to push the limits in order to win more customers and conquer new territories. The former thinks he has the customers already while the latter is doing everything to win customer loyalty.

Ooosh! I did not comment on the taste of the Pizzas. *I will be right back. Two hours should be enough*

Thank you for staying with me. I took a break to do some consulting with friends who often patronise Eddys and Papas, so that I could juxtapose their experiences with mine.

Conclusion

Many pizza lovers claim and I agree that Papas Pizza does not taste as nice as Eddys but they are great with their time. Also, a good number of my friends think they have been improving the taste of the Pizzas.

Who is who? Eddys Pizza or Papas Pizza; War Of The Pizza Mongers.

Footnotes

1. Eddys and Eddys Pizza are one and the same though used interchangeable to achieve certain effect.

2. Papas and Papas Pizza are one and the same though used interchangeable to achieve certain effect.

Image Credits

1st image: www.asiagopizza.com

2nd image: www.eddyspizza.com

3rd image: www.santabarbara.com

4th image: www.dailymail.co.uk

5th image: www.papaspizza.com.gh

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