Author: Drew Neisser

10 Olympic-Sized Ideas for 2010

Posted on by Drew Neisser

As Second City moved down to fourth in their failed bid to host the 2016 Olympics, President Obama elected to use a sports metaphor to soften the blow. Noted the First Chicagoan upon his return from Copenhagen, “You can play a great game and still not win.”

Looking ahead to 2010, marketers will be facing Olympic hurdles that will require steadfast agility just to stay in the game, much less to hit the finish line ahead of the competition. Here are 10 ideas, wrapped in Olympic glory that should deliver the gold.

1. Social Media: A Marathon, Not a Sprint
Hoping to become fast friends with their targets, a lot of brands rushed into Facebook and Twitter in the last 24 months without investing sufficient time or resources. In 2010, savvy marketers will increase their commitment to social media by first listening and then offering up a steady stream of engaging content that their fans actually want. This will be particularly true for B2B brands, only 38% of whom included social media in their 2008 marketing plans (vs. 71% for B2C brands). With one comScore study indicating that branded social media activities can have a multiplier effect on search results, there is even a quantifiable rationale for brands to up the social media ante in 2010.

2. Mash-Ups: Taking Inspiration from Biathlons
A few innovative marketers took a shot at mash-ups in 2009. E.P. Carrillo, a new cigar manufacturer, created a mesmerizing Twitter and Google Maps mash-up for its “coming soon” site that tracks cigar tweets from around the world. In 2010, these kinds of mash-ups will become smoking hot as marketers look to extend the value of their social media activities. Recognizing that tech-savvy consumers glide seamlessly between personal and business, online and offline, mobile and desktop, farsighted marketers will bring together formerly disparate elements into a cohesive and self-perpetuating social media experience.

3. App Happy: On Your Mark, Get Set, Go Crazy
Given the success a handful of marketers enjoyed with their “apps” in 2009, expect a blaze of new entries in 2010. iPhone apps that provide demonstrable utility like Kraft’s iFood Assistant recipe finder, Benjamin Moore’s color matcher and Zipcar’s GPS-based car finder will continue to gain traction. Expect more app’s that integrate with other social media like the Gap StyleMixer that allows you to mix and match clothes and share them with friends on Facebook. And don’t forget the non-iPhone universe. The steakhouse Maloney and Porcelli cooked up a humorous and somewhat deviant web-based app at Expense A Steak that extrudes faux expense reports with stunning verisimilitude.

4. Measure Up: Track Every Second
With more dollars earmarked for social media, marketers will undoubtedly use new tools to monitor the conversations that are happening with or without them. Radian6 and Scout Labs emerged in 2009 as two of the leading social media monitoring tools. MolsonCoors uses Radian6 to stay on top of all the banter about its major brands, allowing them to respond with remarkable speed to one of my blog posts about a Coors Light Twitter account that turned out to be unofficial. And while these tools are great, each requires a sizeable commitment by the marketer in time of staff, a commitment that can and does pay off. Just ask JetBlue who manages to enhance customer loyalty daily by responding to any and every customer Tweet within minutes, following 117,000 on Twitter, and in the process generating over 1.3 million followers.

5. POV Power: Don’t Just Talk the Talk
While lots of brands raced into social media in 2009, few established true connections with their targets. The reality is that consumers engage with brands that they like on a visceral level and that provide a distinct perspective on the world. Aflac’s Duck quacks up a gaggle of quirky content, including charitable requests that appeal to over 161,000 fans on Facebook and 3,000+ followers on Twitter. Meanwhile, Geico’s Gecko has been left in the social media dust due to its surprisingly dry (twitter.com/geico) and unresponsive (facebook.com/geico) online voice. Ironically, a brand by definition is a point-of-view that once clearly defined should guide all communications, social or otherwise.

6. Expose Yourself: Win the Crowd With Honesty
The emergence of several “tell all” consumer-created sites signals the arrival of a new era of honesty and transparency – especially for brands targeting those under 35. Sites like fmylife.com, textsfromlastnight.com and MyParentsJoinedFacebook.com reflect a generation willing to bare and share all without the least trepidation. Even the emergence of “Untag Mondays” speaks to the socially acceptable norm of posting embarrassing content that one might not want a parent or employer to see. Marketers that share this sense of honesty, that admit mistakes and address shortcomings in real-time will find a youthful army of comrades willing to do their bidding. As Comcast discovered, this kind of honesty can even transform a PR nightmare (comcastmustdie.com) into an industry-leading customer service (http://twitter.com/comcastcares.)

7. Hold the Presses: Major Comebacks are Possible
Though a 50% decline in ad pages certifies 2009 as the worst year in its history, don’t write off print as a viable media channel just yet. Over 80% of US consumers still subscribe to at least one magazine and 83% believe newspapers are still relevant. Experimenting with video in print pubs like Entertainment Weekly is but one of the ways certain magazine segments will hold onto their targets and satisfy their advertisers. Fashion magazines and enthusiast pubs continue to offer a visual showcase that is far superior to what most e-pubs can serve up. Models, both human and auto, simply look prettier in print. And while P&G shut down its 72-year-old TV soap opera Guiding Light in 2009, they are cranking up the presses with the custom published glossy, Rouge, which expects to reach a whopping 11 million North American households in 2010.

8. Go to the Video: Separate from the Pack
The emergence of viral video rankings in 2009 reflected the mainstreaming of this approach to audience engagement. While everyone and their branded brother aspired to cut through with a viral hit, surprisingly few found an audience. In 2010, marketers will undoubtedly crank out more of the same while a savvy few will worry less about mass reach and focus more on grass roots appeal, providing content that their core target really wants. B2B marketers in particular will find that using informative videos that transform the complicated into the comprehensible, like Commoncraft’s Plain English videos, will generate quality leads from grateful prospects.

9. Mobile Media: Catching Up at Last
Despite all the hype by this author and others, less than a third of marketers had a budget for mobile in 2009. In 2010, smart phone penetration should rise to at least 25% (from 17% in Q2 ‘09) making it a lot easier to deliver a rich mobile experience worthy of consumer attention. The blending of mobile and social apps like Facebook, Loop’d and Twitter has also created a new openness towards this medium.
Given the desirable demographics (18-34, HH income $75k+) of smartphone owners, at minimum, marketers should give strong consideration to creating a mobile friendly website, thus allowing prospects to engage whenever and wherever they happen to be.

10. Be Positive: Attitude is Everything
While honesty is a worthy friend to marketers, don’t forget that almost no one wants to date a Debbie Downer. A recent poll by Adweek/Harris found “relative little enthusiasm and lots of indifference for ads that refer to the downturn.” Even if the economy is slow to recover in 2010, find the silver lining for your customers and prospects with both words and actions. Like the athletes whose positive outlooks and superior skills propel them to victory, so, too, can marketers find success with an upbeat message and an unimpeachable value proposition.

May 2010 Serve You Well
While 2009 hasn’t been much fun for most marketers, there are many reasons to be optimistic about the approaching year. There are more ways than ever to engage with consumers and a new willingness from consumers to engage with brands. Marketers are showing a renewed desire to listen to their customers and offer “marketing as service” that favors the dissemination of meaningful value over disruptive messaging. So here’s to serving your customers but serving up some great marketing in 2010!

Marketing as Service Serves Alcohol Brands

Posted on by Drew Neisser

While touting Marketing as Service relentlessly over the past few years, I’m also keenly aware that this approach may not be right for every brand or category. One category that I had my doubts about is Spirits. Relying heavily on visual brand statements in print and outdoor, it was unclear to me if a more service-oriented approach could drive people to drink. Well, I’m happy to report that a pitcher full of new campaigns have convinced me that Marketing as Service pours it on here too.

DonQ, a rum brand, recently launched a clever web campaign that answers some of the “tougher” questions men face today like how often to call their mothers and how quickly after the break-up can you ask a buddy’s ex out. The answers are provided by a large panel of ladies who’s responses can be segmented by age, relationship status, region, education, personal style and even “socialization.” According to a report by MediaPost, the campaign is designed to “engage men where they live these days — online and on their mobile phones.”

Word-of-mouth for the service — and further engagement with the brand — is being built via social media, including Facebook and Twitter and newer comers such as Foursquare, Tumblr, BuzzFeed, Nerve, Mixologist, HappyHoured and The Deck Network.

Given that the liquor category tends to be heavily reliant on on-site promotions and sampling and “one-way” advertising, there was “a clear space” for DonQ to enter with a service-oriented marketing perspective, adds Clay Parker Jones of New York-based digital strategy firm Undercurrent, who is the lead strategist on the project.

I’m also a fan of The Glenlivet Whisky Season Open and its smart sponsorship of the World Golf Tour program. Transporting me to the virtual dunes of St. Andrews, The Glenlivet introduced me to a highly engaging online golf game that is both challenging and addictive. Though I didn’t take the time to perfect my virtual swing, you can tell by the Leader Board that thousands have, no doubt many of them ending their round with a proper toast to their host, The Glenlivet.

Jack Daniel’s created an interesting “toast” application in celebration of the founders September birthday. Over 6,000 toasts were sent and this effort helped the brand attract over 370,000 fans on Facebook! Here’s a brief overview from MediaPost:

The “Give A Toast” application analyzes a user’s Facebook friend list, uses their profiles to automatically screen out any friends under 21, and identifies friends to toast based on their profile information or activities on the network. The user’s friends are ranked into seven categories based on their data: social friend, photogenic friend, musical friend, mysterious friend, all-around friend, active friend or interesting friend.

The app does all of the work for the user: No need to answer questions or manually select friends to send toasts to. The toast and the Jack Daniel’s cocktail selected by the user are posted on friends’ Facebook walls. The app also identifies those friends who have September birthdays, and encourages users to toast them.

I have lots more examples but will have to save them a later post.  In the meantime, cheers to the brands who DO something for their target versus those who just SAY something.  As the old sage advised, “actions speak louder than words.”

5 Smart Ideas from 5 Smart B2B Marketers

Posted on by Drew Neisser

Practically every marketer faced the challenge of making more out of less in 2009. A few applied the principles of Marketing as Service and in the process were recognized as best of class by B2B Magazine. Here is a veritable cornucopia of insights gleaned from five of these top marketers.

Really helping your customers pays off
Marcy Shinder, VP-brand management at American Express OPEN describes their Marketing as Service activities as “earned media,” noting that “we put something out there that is so valuable, people share it on their own.” Establishing a revamped OpenForum.com as a resource to help small businesses, AmEx added Connectodex, an online tool that 1,000 small businesses have already used to connect with customers and partners. Shinder also makes sure that “anything that you see from AmEx is news that you can use.” Now that’s a commitment worth getting charged up about!

Do well by doing good
David Bills, CMO of DuPont, spread the word about the brand’s sustainability products like Tyvek by helping to rebuild the town of Greensburg, Kansas. Devastated by a tornado in 2007, Greensburg became “an environmental showcase” with DuPont pouring in $750,000 worth of construction materials and countless employee hours working through Habitat for Humanity. The reward for DuPont came via a Discovery Channel documentary on the rebuilding of Greensburg and a 6-minute feature on ESPN that ensured their good deeds were well known.

Get out and touch your target
Judith Sim, CMO of Oracle Corp., rose above the down economy by staying “very focused on the high-touch.” Executing 7,000 events around the globe, Oracle hosted lunches, road shows, and roundtable discussions that enabled “conversation with customers face to face and at many different levels.” Featuring “high-level content” delivered by top tier Oracle execs (including the CEO), attendance at the 2009 events increased 22% versus 2008 and customer deals that could be linked to these marketing activities hit an all-time high of 72%.

Think global, act social
Paul Dunay, Global Managing Director at Avaya, directed marketing away from interruptive messaging and into “packaging great, innovative ideas.” To do this, Avaya created “social content and social objects that can be shared,” including high-level events and premium research papers that customers and prospects found useful. A major proponent of social media, Paul noted that just by monitoring the buzz about Avaya on Twitter they were able to engage a hot prospect and “closed that deal within 13 days.”

When all else fails, save the planet
John Kennedy, VP-Corporate Marketing at IBM, served up a “hopeful message for the world” with Big Blue’s “Smarter Planet” global initiative. More than mere messaging, this campaign set an agenda for governments and businesses to seek more efficient systems and followed it up with SmarterCities summits around the world. IBM also matched its “Big Green” POV with a new division, Business Analytics and Optimization, that helps businesses deal with all their data. Enlisting the support of the blogging community, IBM found actively engaged accomplices to spread the word.

Lost on Bacardi Island

Posted on by Drew Neisser

With apologies to John Donne, no ad is an island, entire of itself…any ad’s isolation diminishes me, because I am involved in adland. Yes, indeed I feel diminished when a great brand like Bacardi creates an ad that when all is said and done stands alone like an island in the sun. Especially an ad as beautifully executed as this one that is intended to kick off a global campaign.

In fairness to Bacardi, their new “Island” spot is featured on their website, on their Facebook fan page and on Twitter. But ironically, here you have an ad that shows “hip and spirited” young adults creating their very own party island which looks like a ton of fun and all the viewer can do is watch. There is no way for the target to actually participate, no way for them to engage with the brand on any meaningful level.

If you visit their YouTube, Facebook or Twitter pages, you’ll begin to understand what I mean. All of these Bacardi pages talk at the consumer rather than inviting conversation. There seems no intent on listening or engagement. A consumer question on YouTube about the music in the TV spot is left unanswered. Each of their recent posts promotes the new “Island” TV spot or a review of said spot. These posts are dry and factual without any of the spirit showcased in the ad, without a point-of-view that could attract future interest.

Beyond the apparently slapped on social media effort, the campaign screams for promotional components that extend the idea of a perfect party island. Maybe these are in the works, maybe not. Will there be a chance to win your own party island, in the Caribbean or at a local bar? Can we anticipate a “mobile social” mash-up with Loop’d that gathers friends for a spontaneous island party? MediaPost reports that we can expect an iPhone app but will this be more than the wallpaper downloads offered on their website? Should we look forward to on-premise and off-premise islands of activity? I guess we’ll just have to wait and see.

Bacardi is not a client of ours but boy do I think they could benefit from a little Renegade thinking. Their “hip and spirited” target is merciless with their time and brand evaluations. They can smell an insincere social media commitment a mile away. But they do love a party. Turn the Island campaign into a archipelago of adventure and they’ll drink in all you’ve got to offer at every point of contact.

Blog Action Day +1

Posted on by Drew Neisser

I ran out the door last night to attend “Curriculum Night” at my son’s school. As I left, I looked at my to-do list and realized with chagrin that I’d forgotten to write a post for Blog Action Day. Yes, at that moment I was a metaphor for most of us, just a bit too busy to save the planet. So, I go about the business of curriculum night, nodding like I actually remembered physics and pre-calculus until we reached the last class of the night. It was, you guessed it, Environmental Science. Doh!

The teacher of this class was a high-energy whiz, emphasizing the science over the politics. This class was clearly not a walk in the park but rather one to rival the challenges of biology and chemistry. As she described the curriculum, she noted that the first semester was reasonably upbeat as they learned about earth science, eco-systems, weather and population dynamics. Then she moved to the 2nd half of the year, that often provoked the reaction from her students, “isn’t there anything we do as humans that doesn’t wreck the planet?”

I left the room thinking, well at least my son and his buddies will have a thorough understanding of the challenges and maybe just maybe they’ll take the time to do something about it. I also left the room thinking maybe being one day late for a blog post on climate change wasn’t all that terrible since 32,000 other bloggers reached 18 million readers yesterday. Good for them, good for us.

And just case you want to know a bit more about blogactionday here are some highlights from the organizers:

We count at least three major world governments as active participants in this year’s event. UK Prime Minister Gordon Brown posted the first Blog Action Day entry in Britain at the stroke of midnight this morning, which was followed by Foreign Minister David Milliband and many others from the UK stationed around the world. The PSOE governing party of Spain hosted a bloggers event focused on climate change and transformed their website for the day to promote Blog Action Day. And late in the day, President Barack Obama’s White House blog joined in become part of the global movement of bloggers shaking the web.

Of course, well-known bloggers were a big presence today as well. Check out the Featured Posts on the blogactionday.org homepage for an extensive list, which includes The Official Google Blog’s green tour of the company’s campus, Mashable’s post asking what you’re doing to reverse climate change, and The Unofficial Apple Weblog’s suggestions for “Five apps to help save the world.”

Have a climatically friendly weekend.

Timely Tips on Experiential Marketing

Posted on by Drew Neisser

BRANDWEEK ran an expansive special section on Experiential Marketing this week that included some pithy quotes from yours truly. Since this is a topic I tend to think a lot about, here are extensive notes from my conversation with BRANDWEEK reporter Michael Applebaum a couple of months ago.

Great experiential marketing programs

Experiential marketing comes in a lot of flavors which makes it tough to generalize what makes a program great. For some clients, it is enough to have created an engaging trial-focused experience during which the consumer consumes the product or service in a reasonably memorable fashion. For others, the ultimate goal is buzz, as measured by PR coverage, word of mouth or on occasion trade reactions. Still others seek to establish a continuing relationship with the target, so online registration becomes the ultimate measure of effectiveness. A truly great program, in my opinion, does all of the above and then some.

A truly great experiential program first and foremost is so appealing the consumer wants to engage with the brand. It is the opposite of disruptive advertising which like an unwanted door-to-door salesman intrudes into the home. Great experiential marketing is not shoving a donut in someone’s face on the street and then saying “try our bank.” To be appealing, marketers need to offer a reasonable exchange of value, during which the consumer gives up his/her time while the brand provides the experience and usually some free stuff!

Done correctly these experiences can have exponential impact which is important since 1:1 experiences can be pricey. If an experience is targeted at the right influencers, then these influencers will undoubtedly share their experiences. If the physical experience has an online component, then there is an opportunity for both WOM and a deeper relationship with that consumer. If an experience is sufficiently newsworthy, millions of other interested parties can be influenced by the event(s).

Renegade’s rules of thumb for a great experience are as follows:

  • the experience is fresh enough that the press wants to write about it;
  • the experience is relevant to the story you want to tell about the brand;
  • the experience has legs well beyond one single event and/or one single communication channel;
  • the experience is entertaining and enlightening;
  • the experience is so engaging that the consumer wants tell his/her friends about it.

This is not about just getting attention. There is an old adage in our business, “If you want attention, put a gorilla in a jockstrap and stand him on a street corner.” This is about engagement. Mutually beneficial engagement.

Lots of industries are turning to experiential marketing

Food and beverage companies are old hands at this since sampling is essential to growing their businesses. Brands like Pepsi AMP go to extreme lengths to sample their product to the right target–they handed out as many as 5 million samples this summer. Alcohol brands are creating mini-experiences in bars, clubs and restaurants with extraordinary frequency across the US. Entertainment companies like to include experiential programs in the mix often with the hope of creating a “must see” buzz prior to launch. B2B brands are also crafting experiences with greater frequency (examples available if you need them).

Lately, we’ve been noticing a lot of brands pulling from the Experiential 101 Playbook:

  • The World Record—Wise potato chips set the world record for most chips crunched at the same time at a Mets game this summer. Not exactly New York Times material but surely some pub out there besides the Guinness Book was interested.
  • The Pop-Up Store–Southwest Airline is the latest airlines to set up a pop-up in Manhattan theirs being a café-like setting in Bryant Park. Now defunct Song tried a pop-up store in 2004—unfortunately the store experience was better than the airline itself.
  • User Generated Content—a lot of experiential programs start by asking the consumer to create some kind of content. HSBC’s Soap Box and JetBlue’s Story Booth (both by JWT) ask the man on the street to provide their points-of-view. This “content” was then turned into ads and online communications. A smaller scale example comes from a small Canadian Beer Company called Okanagan Beer that challenged consumers to tell them why the brand should sponsor their events/parties. This content was then repurposed into a 360° campaign and sales jumped 30% — this is definitely on my list of “wish we’d done that.”

There are lots of ways to measure experiential marketing

As for research, there are so many different kinds of experiences and a corresponding amount of measurement tools depending on the objectives. We like to use Net Promoter Score on a pre/post basis as a measure of the experience itself. We have seen 30-40 point swings in likeliness to recommend a brand to a friend after exceptional experiences. In theory, every brand can measure the value per customer gained and/or the value of increased loyalty per customer. For example, if a brand experience makes you twice as likely to buy and/or recommend a brand, then one can compute the increase in lifetime value of that customer. That said, the math can get fuzzy pretty quickly. That’s why PR coverage is so important. Great press coverage can extend the reach of a program, making it more comparable to measuring the effectiveness of a media or PR program.

Latest trends in experiential marketing

First, mobile devices are becoming integral parts of brand experiences. An iPhone app can start an experience. An in-bar trivia contest answered via text messages can start an engagement. Mobile is part of a bigger trend to integrate technology into the experience and extend beyond the physical into the virtual world. Event experiences are often extended via Facebook and Twitter programs. Event experiences can be used to introduce on online extension, like Frito/NFL’s hunt for the most “fanatical football family.” And of course, social media is playing an ever increasing role in starting and extending brand experiences. An experiential program Renegade created for Toasted Head wine has evolved into an on-going Facebook program that keeps the faithful engaged.

Second, microevents are starting to get big. Royal Caribbean held 1000+ “Cruisitude” parties at homes of former cruisers. As I mentioned earlier, alcohol brands are hosting small events at bars almost nightly to engage their targets.

Where to start

Marketers are best to start with “the why,” not “the how.” If they know why they want to create experiences then it is much easier to figure out the how. If trial is key, then the experience can be built around that. If they are doing it to stretch marketing dollars, then getting buzz & PR should probably be the top priority. From there, we recommend marketers focus on “the do,” not “the say.” What is it that you can do for your target that will make them want to engage with you? Sometimes “the do” is just free stuff but often “the do” can be more substantial. Sports car owners like to drive fast but rarely get to do it legally. “The do” for BMW was a Performance Driving School for its customers. Road warriors scamper about airports looking for places to charge their gear. “The do” for Samsung was charging stations in airport terminals.