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Mary Wilkinson is back in church. Though it's been 10 years since she last visited St. Francis Episcopal Church in Massachusetts, Wilkinson now visits monthly. The reason: The church now performs a special benediction for her cat, Purr Box Jr.
Across the world, places of worship are finding unconventional ways to draw in more members to their flock. A growing trend, according to a recent article from the WSJ, is to offer "pet-friendly" worship services. Florida's All Saints Episcopal Church, for example, has doubled its Sunday evening service attendance since it began inviting pets to a monthly service. And members of California's Beth Shir Sholom synagogue sing a special prayer for their four-legged companions: "May our God protect and defend you. May our God always shield you from fleas."
Being friendly to their members' pets isn't the only way places of worship are attracting customers. Fast Food is another method. Family Christian Center, a large non-denominational church in Indiana, recently opened its "Heavenly Grounds Café", which "proudly brews Starbucks Coffee". The café, which is already profitable, offers congregants a chance to sit down and sip a frappuchino before service. One of the café posters reads: "Soul Warmer. Live A Little. Love A Latte".
Some Churches go way beyond Cappuccinos. St. Bartholomew's Episcopal church in Manhattan now offers 'Sliced Marinated Flank Stake' as a main course. For desert, you can have a 'Guilt-Free Sin' (it's a fruit salad, in case you were wondering). Brentwood Baptist Church in Texas delivers a more pedestrian culinary experience - its members are the first in the world that are able to order a Big Mac to go with their blessings. Asked whether he isn't concerned about the negative impact a fast-food joint could have on his congregation, Rev. Samuel Ratliff answered: "That's why we have a fitness center".
Family Christian Center, a large non-denominational church in Indiana, recently opened its "heavenly Grounds Cafe", which "proudly brews Starbucks Coffee" |
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If revenue growth and customer acquisition are any measures of success, places of worship such as Brentwood and St. Barts must be doing something right. Under Rev. Ratliff, Brentwood grew from a small 500-member congregation to morethan 12,000 members. St. Bartholomew's café and proactive community services drove Sunday attendance from 200 to 1,000, saving it from the brink of financial disaster. "We had to grow, or go," said the church. |
The trend is not without its detractors. William Schweiker, professor of theological ethics at the University of Chicago sees no place for a coffee shop in a church. "On a sociological level I’m not surprised that this has happened, because Americans see religion no different than other consumptions. They are of the mindset that if they are going to consume religion, consume coffee with it."
Theological criticism aside, what these places of worship are engaging in is simply marketing 101. Instead of blindly focusing on their products (Salvation, God, the Bible) they focus on their customers. To do so, they employ three core tenets of marketing:
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Customers, not you, define your value.
"What business thinks it produces is not of first importance," said Peter Drucker, the father of management theory. "What the customer thinks he is buying, what he considers value, is decisive. And what the customer buys and considers value is never a product. It is always utility, that is, what a product does for him." Asked whether she doesn't find it odd to have a café in church, one member of Indiana's Family Christian Center answered: "Why the fuss? I think it's a great idea. When I come in on Sundays, it gives me a chance to sit down before service, have a coffee and brownie, and meet new people. Isn't that what church should be about?"
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If your customers change, so should you.
Creating value for customers isn't that difficult. Sustaining the process of value creation is. The risk is that, after an initial success, an organization will begin defining itself - what it stands for - through the lens of the product or service it offers. But the more that happens, the deeper the chasm it will open between itself and its customers. In a growing population, more people have pets to keep them company. That means that if places of worship want to attract these people, they must adapt to their changing needs, even if it means holding funerals and bar-mitzvahs for their pets.
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Your competition isn't another product. It's another experience.
With more than 40% of young Jews marrying outside the religion, the Jewish synagogue is running the risk of becoming less and less relevant to more and more people. Armed with this realization, advertising magnates Charles and Maurice Saatchi set out to create an experience that will position their synagogue apart from the established synagogues, which they dubbed as "being too formal and having boring services". The Saatchi's gave $400,000 to Rabbi Pini Dunner, a former radio station manager, to create a hip temple. Today, Rabbi Dunner operates London's "Coolest Shul" ('Shul' is another word for Synagogue), where weekly activities include speed-dating, Tequila and Megillah parties and relationship seminars which promise to educate participants on the art of flirting.
Why are places of worship offering all these activities when their members
can get them elsewhere? Precisely BECAUSE they can, and will get them
elsewhere UNLESS their synagogue, church, mosque or other place of worship
offers them a better option.
Whether we feel comfortable about how certain places of worship are
marketing God is beside the point. What matters is that these organizations
have realized that they need to adapt in order to survive. If they can
adapt, is there any reason your company couldn't? As General Eric Shinseki,
former Chief of Staff of the U.S. Army once said: "If you don’t like change,
you’re going to like irrelevance even less."
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Prof. Mohanbir Sawhney is one of the leading voices in focusing on
creating customer value. He can be found here:
http://www.mohansawhney.com/ |
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