Shawn Parr: Sit on the Toilet & Nine Other Ways to Experience Your Brand

Shawn Parr: Sit on the Toilet & Nine Other Ways to Experience Your Brand
Arts & Culture

Should it be mandatory for every senior executive in a company to experience their brand from the same perspective that the "people" do? The CEO of Bulldog Drummond weighs in.

Shawn Parr, Bulldog Drummond
  • 6 december 2011

The challenging economy has forced everyone to look at cutting unnecessary costs. From airlines charging for every bag, to restaurants not serving bread or table water unless asked, small cuts can have a deep-lasting effect. It’s easy for senior executives to lose touch with what’s important (or frustrating) to their consumers, especially when it comes to the small and important details that really affect customer perception of brand experience and value.

Get out of your office and into the real world

It should be mandatory for every senior executive in a company to experience their brand from the same perspective that the “people” do. It’s imperative to get out of the corner office and mingle among the people you serve. ‘Easier said than done,’ you may think, ‘Who possibly has the time to get out to the stores, into the restaurants, or on a plane?’ Make the time. It’s an investment in understanding what is really important to your consumers. Research presentations and statistics never paint the complete picture, and oftentimes not the right one.

Get out of your comfort zone and onto the toilet

At the start of a recent strategic brand refresh program with a national restaurant chain, we challenged the CEO and the entire executive team to go out into their restaurants. We told them to take a good friend, order lunch and midway through go to the bathroom with a camera, to sit on the toilet and to take photos. We told them to ask their friend to do the same thing (without the camera) and then talk about their observations over lunch. Yum. We then asked them to come to our kick-off workshop with their photos and their stories. Needless to say, the toilet-talk was revealing.

Get real, and in doing so, get on the same page 

The executive team opened their eyes, dropped their pants and got real about their brand—experiencing it the way their customers do, not just looking at it from a distance. While it was uncomfortable for them, it set the tone for our relationship where candor and brutal honesty are not only welcome, but expected. With the truth at the center of every challenge, unity and momentum can be created among a team to solve almost any challenge.

Ten ways to get out there and experience your brand 

The following are ten ways to roll up your sleeves and act like a customer. You’ll develop a new perspective and experience true customer empathy, no matter the business you’re in:

  1. Sit in the waiting room of the ER with your son or daughter late at night and see how it feels to wait for more than 30 minutes, filling out the same paperwork over and over again. What would you change?
  2. Buy your product, then go straight to your competitor’s and do the same thing. What does your brand do better? What do they do better? What did you learn?
  3. Order your product online and have it delivered to your home. Does the condition and appearance of your product deliver on the promise? What did it communicate?
  4. Dial up your own 1-800 number, listen to the hold music for two minutes and see if that doesn’t raise your blood pressure. Get angry and see how long it takes you to rattle the customer service manager. What did you learn?
  5. Would you recommend your product to your best friend?  Why?  Would they recommend it to their closest friends and family?
  6. Offer your product to the first 10 customers you see. Ask them for their immediate feedback. Would they be willing to purchase the project?
  7. Use your favorite search engine and enter the name of your company’s flagship product. Hopefully you see your name at the top of the search. If it’s not, why? What do the product reviews say? What else do you see? Can you even find your product? This is the information shoppers use to make their purchasing decisions.
  8. After using one of your most popular products, read how your product is described online. What does it offer? What does it promise? Does the description match what the product  delivers?
  9. Go into your store and buy something. Was the experience memorable? Did it stand out as something special?
  10. Stop someone who walked out of your store, restaurant, shop, etc. Ask them how their experience was. Would they recommend it? Will they come back?
Shawn Parr is the The Guvner & CEO of Bulldog Drummond, an innovation and design consultancy headquartered in San Diego whose clients and partners have included Starbucks, Diageo, Jack in the Box, Adidas, MTV, Nestle, Pinkberry, American Eagle Outfitters, IDEO, Virgin, Disney, Nike, Mattel, Heineken, Annie’s Homegrown, The Michael J Fox Foundation for Parkinson’s Research, CleanWell, The Honest Kitchen and World Vision. 
Arts & Culture

IKEA Is Letting Kids Design Its New Line Of Toys

Travel Yesterday

30-Year-Old Photographs Used As Travel Guides

A new photo series revolves around tracing the origins of images from the past

Technology Yesterday

Album Turns Into Something New Each Time It’s Streamed

Bill Baird's new album explores the relationship between time and music through a website crafted by design team, One Pixel Wide


Get PSFK's Related Report: Future of Automotive

See All
Health Yesterday

VR App Prescribed For Pain Relief

A pharmacy chain in Sweden is stepping away from tradition to develop a happy place for the pain-afflicted

Retail Yesterday

Banks Are Coming Together To Create A New Payment Network That Rivals Venmo

A number of financial institutions are collaborating to make a new person-to-person monetary system called Zelle for their customers

Related Expert

Jason Fields

Immersive Media

Media & Publishing Yesterday

Pocket Camera Aims To Facilitate The Struggles Of Live Streams

The Mevo helps resolve the complexities of streaming video with an intuitive setup and smart editing controls

Food Yesterday

Startup Believes Traceability Will Help Disrupt The Multivitamin Industry

Ritual is a daily supplement for women that traces every ingredient back to its source

Food Yesterday

Photo Series Brutally Murders Some Of Your Favorite Fast Food

The portraits by artist duo Ilka & Franz do away with mealtime regulars in a way that is both beautiful and humorous


Future Of Automotive
Scenarios Driving The Digital Transformation Of An Industry

PSFK Op-Ed october 26, 2016

Health Expert: Nutritional Meal Replacements Are A Solution To Corporate Wellness

Ample Foods Founder Connor Young explains why supplements are the next food trend coming to the workplace

PSFK Labs october 25, 2016

The Keys For Exceptional Performance On And Off The Field

PSFK Labs' new report highlights five important insights for businesses to perform better than the competition

Mobile Yesterday

Coffeemaker Teaches You How To Make The Perfect Cup

The device comes with an accompanying app that guides novices and experts alike through the brewing process

Op-Ed Yesterday

General Electric: Lighting’s Impact On Sleep Is More Than The Off Switch

Jeff Patton, General Manager of Connected Home Products at GE Lighting, uncovers how lighting technologies can affect our sleep cycles

Brand Development Yesterday

The Story Behind How LYNK & CO Created A Car Brand From Scratch

Head of Design Andreas Nilsson describes which values were most influential in determining the identity and design direction of the new auto company

Travel Yesterday

Architect’s Design Presents A Radically New Approach For New York’s Penn Station

The firm of Vishaan Chakrabarti has envisioned a bright community and travel hub in the heart of the city

Fitness & Sport Yesterday

Editorial Roundtable: Building An All-Encompassing Performance Suite

WHOOP, ShotTracker, Rithmio, PlaySight, STYR Labs, EverybodyFights and Lift / Next Level Floats on the partnership opportunities available in health and fitness

Gaming & Play Yesterday

Fantasy Game Responds To Each Player’s Emotions

The card battling venture measures responses through a Bluetooth clip to adjust the experience accordingly

Luxury Yesterday

Carry A Map Of NYC On A Handbag

The bag from Bottega Veneta has been designed exclusively for Bergdorf Goodman to celebrate New York City

Technology Yesterday

Roaming Robots Crawl Around Your Body To Do Small Jobs As You Go About Your Day

A new concept wearable developed by researchers at MIT and Stanford are fully functional bots that live on your clothing

No search results found.