Superbowl 2010 Advertising

February 7th, 2010

So far we’re not even halfway through the Superbowl. I’ve found some wonderfully entertaining advertisements, but in all, very few that I think have the potential to drive sales, affect brand perception/recognition or change behavior.

I’ll post a blog tuesday with a more thorough evaluation of the advertising, but so far, I’m not impressed.

Advertising and the Environment

October 15th, 2009

Are we environmentally responsible advertisers? Do we ensure that our environmentally branded clients are environmental in their advertising choices? It’s not often that we need to think of the environmental impact of our advertising. That’s not to say that we should.

Generally, our advertising doesn’t have a direct impact on the environment. Can a print ad, cable TV spot, or even a social media campaign really impact the environment? Yes, we can use our media buying to ensure that money gets spent with environmentally sound media companies, indirectly reducing carbon footprints.

But think more directly.

When was the last time you purchased a billboard that turns itself off after a certain hour. Unless you’re targeting the “grave shift” demographic, is there really a point for a billboard to be lit after hours? What about electronic billboards? Those billboards use electricity and create a bit of light pollution. Do we brief our clients on the impacts?

I think it behooves us to be a little more environmentally minded. We may not always make the best choices. Few agencies can afford to be activist agencies, especially in this economy. Our client wishes are paramount to our own in many cases. However, that doesn’t mean we can’t try a little.

Celebs… Don’t go West.

September 14th, 2009

Days like today I am glad I’m not a celebrity publicist.

Public relations professionals who work with brands have it easy. Those brands can’t speak for themselves and thus, they can’t put a foot in the brand’s mouth. Not so with celebrities.

In case you don’t know what I’m referring to: On the MTV Video Music Awards Kanye West, presumably drunk on cognac, interrupted Taylor Swift’s acceptance speech after winning the Best Female Video Moonman. Katy Perry described it as “stepping on a kitten.” In an open letter on her blog, Kelly Clarkson wanted to know if he didn’t get hugged enough as a child. I think part of the issue is that Swift is a new artist and still quite young. Many feel she deserved some spotlight and viewed West’s actions as heartless. Regardless of what you think, his PR team probably needed to change their pants.

You can’t fault his PR team though. They only have so much control. More so than with brands, PR teams for celebrities are often janitors for these open individuals who sometimes have eccentric lives. After all, could Spears’ publicist do anything to stop her from shaving her head? What could her little sister Jamie’s publicist have done to stop her from getting pregnant? Imagine the daily headache Michael Jackson’s PR team faced.

Granted, there are times a PR team can take a more active role in a star’s activities. Someone present at Miley Cyrus’s controversial “topless” Vanity Fair photo shoot could have suggested that it might not resonate with the Disney-level fans and parents.

So what’s a publicist to do for Kanye West? I’ve suggested that in the long term, maybe in a year or two, some form of duet with Swift would be the perfect fix. It would take some work to get to that point. A proper apology would be a good start, something akin to a heartfelt minute or two on YouTube. Anything written will not appear as sincere. After that, he needs to do the exact opposite of what he appeared to do on the awards show; he needs to disappear from the spotlight.

Granted, I’m un-researched in this area and a few months out of the music industry.  Despite this, I think he can take a lesson from the airline industry. When a plane crashes, they silence the brand so the public can forget. If Kanye doesn’t want to look like he’ll step on anyone for the spotlight, he needs to follow that advice. He’s the brand, he needs to cork it.

http://www.cnn.com/2009/SHOWBIZ/09/14/kanye.west.reaction/index.html

http://www.cnn.com/2009/SHOWBIZ/TV/09/14/mtv.music.video.awards/index.html

How not to run customer service.

August 6th, 2009

A little quickie for you today…

I’m often amazed at the absence of business sense exhibited by many “mom-and-pop” stores. I don’t mean to malign them as a whole, but often they don’t understand that what they think is good for their business may hold them back. The unfortunate thing about this is that many have great products and could really expand and succeed.

As I read this Wall Street Journal article about coffee shops prohibiting laptops, I immediately noticed the actions of the Cocoa Bar with a customer on Yelp:

“Good luck staying open when you’re turning half your clientele out on a Friday night,” Hannah Moots, 23, wrote about Cocoa Bar on Yelp, a Web site where customers rate retailers. When Ms. Moots, who aspires to be an archaeologist, met her boyfriend at the coffee shop after 8 p.m. on a Friday to work on graduate-school applications, she was ushered out, she says, even though the place was almost empty.

“We had to power down or leave instantly,” Ms. Moots wrote in her blog. She left and went to a different cafe, where she later expressed her dismay on the Web. Masoud Soltani, a Cocoa Bar owner, confirms that he sent her a Yelp message: “I remember you very well…I would not think you would write such bad stuff about us.” Mr. Soltani says she is no longer welcome in his store.

Here you have a customer who was turned away from the place because of her laptop use. I won’t fault the Cocoa Bar for prohibiting laptops if  doing so has been good for business. (The article doesn’t say, however given the web site I could see it being a problem at night.) The response, however, to simply “not welcome” someone to their place because of a negative review is just a bad idea and bad customer service.

Small Businesses (and large, you’ve made the mistake too): If someone maligns you on a web site, the WORST thing you can do is criticize them and ban them from your establishment. What does that say about your customer service? The better response might be, “We would welcome Ms Moots back to our establishment anytime, we just would like her to respect other customers by following our policy on laptops.” Now, not only does the Yelp community know that the owner can be adversarial, but readers of the Wall Street Journal do as well.

I did check out the Yelp page. It seems to carry a positive rating overall, but there are a significant number of negative comments. I only hope for Cocoa Bar’s sake that the other negative comments weren’t addressed in the same manner as Ms. Moots’.

The Wall Street Journal attempts Social Networking (supposedly)

August 4th, 2009

It’s ON! There are tons of articles, blogs and twitterers screaming how there’s going to be a “showdown” between LinkedIn and The Wall Street Journal as the latter creates the ultimate weapon in social media. That’s right, they’ve made a “LinkedIn Killer”

The widespread reports started with a TechCrunch article reporting that a concept was on the table. From there the report grew legs.

Will it work? Nope. It’s all hype. To be fair, LinkedIn isn’t positioned at the top of the social networking/media category, but I don’t think it expects to given its niche. When it comes to Business Social Networking, however, it dominates. In fact, there’s no other service. Is it possible it could get ousted? Of course. Is it likely? Not unless those in charge of the service are asleep.

MarketingPilgrim makes a few good points. NewsCorp hasn’t done very well with MySpace, which owned Social Networking when it was purchased. If they can’t hold onto a brand category throne, what makes them think they can dethrone LinkedIn from the Business Social Networking category? Perhaps its because the WSJ is about business? Likely, but that’s not sound brand thinking. The MarketingPilgrim article continues that The Journal hasn’t done a very good job of getting its online readership to use its existing profile/connections portal.

That’s Killer…
Internally they are already calling it the “LinkedIn Killer” [TC]. Lets review the list of other “Killers” on the market: The Blackberry Storm and Palm Pre were iPhone killers and the Zune was an iPod killer. Lets be straight, if they are in that mindset, they better give up right now. In fact, the brand cemetery is littered with imitation products and there are quite a few #2 products that try try try. Who leads Red Bull (energy drinks), Gatoraid (sports drinks), Coke (cola), and McDonalds (fast food)? No one. They were the first and they’ll stay #1 mainly because of that.

You might say that the industry is in flux, but Facebook ousted MySpace by being different, not the same. MySpace ousted Friendster by being different, not the same. WSJ Connect is undoubtedly trying to be the same, as “LinkedIn Killer” indicates.

I dare you to come up with one “Killer” that was branded as such and succeeded. Even if you do know one, how long did it take you to think of it and are there any others?

What the Wall Street Journal is going to do is weaken their core brand and divert resources that should be spent researching a better way to keep ahead of the Business Daily News category that they are in charge of. They’d be better off partnering up with or purchasing LinkedIn.

Of course, this is all speculation. Nothing’s been confirmed.

More Reading:
http://www.bizjournals.com/dayton/stories/2009/07/27/daily55.html
http://inventorspot.com/articles/wall_street_journal_gunning_linkedin_30930
http://www.marketingpilgrim.com/2009/07/will-the-wall-street-journal-take-a-real-shot-at-social-media.html

Also:
22 Immutable Laws of Branding (Reis & Reis) [excerpt: http://synergynet.com/artman/publish/marketing_resources/branding_laws.shtml]
Chasing Cool (Kerner & Pressman) [http://www.chasingcoolbook.com/]
Brand Failures (Haig) [Google Books]

And just pay attention. It’ll become common sense.

The old numbers won’t do it anymore.

July 20th, 2009

This isn’t the first time I’ve blogged about this…

Ignoring a customer is a calculated risk. In the past, a scorned customer really couldn’t impact your business, especially for large national corporations. Today, thanks to the Internet and its viral nature, that one complainant can impact your business far more than the cost incurred by fixing the problem.

Take the story of Dave Carroll, a musician who had the misfortune of a broken guitar from flying United Airlines. In a creative kick to United’s shins, Carroll wrote a song and produced a video about his situation. This video has enjoyed a viral growth. It works for Carroll, what musician wouldn’t want the coverage he’s received. United, on the other hand, is left limping.

Lets do some advertising numbers. The video itself has 433,294 views as of this morning. That’s almost half a million impressions for advertising folk out there. Compare Internet impressions to an impression of a regular TV commercial and they are more significant. How much more significant? When you consider that youTube is a pull medium, than the answer is “very” – it means people are watching and paying attention, moreso than TV.

United’s reaction to the video was to finally contact Carroll. Unfortunately for United, I have a feeling that this little black spot on their record will entertain the Internet for some time. Little memes like this don’t just go away. United was smart to take such a proactive (and not adversarial) response to the video. It makes for better PR. It would have been even smarter to have better customer service. Your company should ask itself, “Can our policies towards customers damn us on the Internet?” If you don’t know or can’t come up with a quick response, you should consider an audit.

If your company hasn’t quite learned how bad or good the Internet can be for you, then you should take heed of this and other stories. If you’re large enough for something like this to matter, you should have a channel-for-channel response addressed in your crisis plan. That is, are you ready for a YouTube response to a YouTube attack, or a Twitter response to a Twitter attack. If you don’t, you’re likely to find yourself scrambling when something like this happens to you.

Maybe someday I’ll post a compendium of companies who scuffled on the net and lost, but for now, I’ll leave you with a funny song.

Appealing a science fiction channel to a general audience is just that: Science Fiction

July 7th, 2009

Three months ago, The SciFi Channel (scifi.com) announced that it was changing its name to Syfy today. It took all of three months for this news to finally reach me, but in all honesty, I’m not in the network’s core demographic. I actually caught the promo for it while watching a Twilight Zone episode over the weekend and really thought nothing of it until I read CNN’s article on the subject.

It appears from this article that the network wants to open the channel to a new, broader demographic. I assume that means they’ve saturated the science fiction genre and want to take on a larger audience. They probably feel that generalizing will give them a greater market. The name, I suppose, is an attempt to not alienate those embarrassed to say they watch science fiction. Lots of assumptions, but this is a blog, not an academic paper.

Those familiar with any of Al Reis’ writings and the general principals of branding already know this tune. It’s a bad move. Moving out of their key market and becoming just another channel isn’t going to help, it’s going to hurt. However, I’m not so sure I agree to the comparison to the New Coke situation, which was more a mistake in assuming that taste tests and quality matter over brand loyalty.

Here, you have a successful entity ruling a category trying to be generic. THAT’S the mistake. The name is irrelevant at this point. Those branding pundits that the CNN article seem to quote can’t be very good experts if their focusing on how the audience will react to the name. It’s not necessarily about the name, though it probably won’t help.

There exists a potential problem with a generic SciFi Channel name. Bravo and Spike did great rebranding with their names. However, they didn’t generalize. Spike moved to a male-central programming theme. Bravo devoted itself to “Fine Arts.” (Side note: how is ‘Queer Eye for the Straight Guy’ a ‘fine art’?) If Syfy is about a broader audience, they only stand to lose.

Could they have chosen a better name? Probably. Syfy is the same name in different clothing. They should look a little harder for a distinct name that stands out. Syfy still sounds like “SciFi” and still carried all the connotations associated with it. What we have is the potential to alienate a portion of their core audience while not really attracting who they want to. Sometimes you have to remember that a brand is spoken as much as it’s seen.

And who did it? According to several articles I found, it was an internal decision. That makes sense. Landor Associates, the branding firm for the network claims they had nothing to do with the name change. Do they want to distance themselves from such a possible err, I suppose I would to. I’ve had situations where clients ignore me and go on their own merry way. They do seem to be distancing themselves from the name more than the concept though, and in all honestly, while the name may not be good or thought out, that’s not the bad part of this decision.

A Real-Life Analogy to Bad Advertising/Social Media Campaign Thinking

June 29th, 2009

I’m not sure how I ended up with a free Condé Nast Traveler subscription, but since I wouldn’t want to look a gift horse in the mouth, I read it happily. Somehow they must have found out I love traveling. That’s irrelevant though, I just needed a lead.

I was set to write a blog about branding this week when I happened upon an article from the June issue that peaked my interest. Condé Nast sent three people to Moscow, one with a Blackberry, one with an iPhone and another with a guidebook. The intent was to show which was the best in getting folks around.

Details notwithstanding, the guidebook won in most categories and overall. The iPhone and Blackberry, while nice devices, have their limitations. The guidebook, with its research and careful editing worked great in most situations and even fostered a little social networking and conversation, if you will.

“PERFECT!!!” I thought. I know so many people who put so much trust in technology and toys that they lose sight of the tried and trusted methods of doing things. I sometimes fall into that trap myself. I think we all do.

So many businesses and agencies run campaigns using the latest and greatest. Recently, social media has taken prominence – as if it could bring throngs of customers and revenue to even the worst business. Wrong thinking.

I won’t suggest that social media is bad. As a matter of fact it’s a great way to reach some tough demographics. In some cases it might be the only way. You shouldn’t depend on it though. One of the most appropriate quotes in this article highlights what I constantly tell people: “I will [not] travel without [an iPhone], guidebook, a laptop and a willingness to talk to strangers.”

Integrated.

The point I’m making here is to integrate your campaigns. Integrate what you’re doing. Never depend on one medium. If you do, you could end up stuck, out of cash and wondering what you did wrong. One area of life imitates another.

And oh yeah, if you’re traveling, I suggest using a guidebook. I might even suggest subscribing to Condé Nast Traveler.

The Revolution will be Twitter-vized

June 18th, 2009

It’s been a while, but I remember how revolutionary it felt reading the results of the OJ Simpson trial over an IRC channel in 1995. Now, over a decade later, a similar torrent of massive proportions is happening over a brand new medium, a new subset of the Internet: Twitter. 

In case you’ve been in a media vacuum: In Iran, many claim that the results of the June 12th election are invalid and that the election was rigged. The reaction has been described in the same terms as the 1979 revolution that shaped the current Iranian government.

I’m not here to play pundit on the situation, but rather comment about how Twitter has provided more information than traditional news media.

 According to numerous credentialed and informal sources, foreign media cannot report directly on the ongoing situation in Iran. In the past, combating this media blackout would involve a few select individuals with sneaky access to the outside world. Regardless, it would still be limited and slow to flow.

Today is different. Thanks to Twitter (and to a smaller degree Facebook) the information has been pouring out. Of the trending topics on Twitter, three involve Iran’s situation and the updates are quick to come. Indeed, #iranelection ranks as one of the longest trending topics since they started listing them. Updates from specific people are quickly retweeted and sent along the Twittersphere. Traditional media monitors and at times reports these snippets of information. Indeed, CNN outright states, “CNN is also extensively monitoring social networks as an integral part of its reporting on the situation in Iran.”

 There’s an important point or two to make here.

 Iran is a fairly shuttered nation. Similarly, so is China. Regardless of their powerful ability to stymie using fear and technology, information leaks out. Media outlets now use Twitter-based information. So, if governments like those of China and Iran can’t stop the Twitter revolution, what makes you think that your company can?

There are quite a few businesses out there that think they can or should just ignore Twitter. If these new stories are any indication, you should now realize that you should pay Twitter as much as any other media.  

Twitter silence in a minor crisis.

June 9th, 2009

Originally, I planned on blogging about Apple’s keynote address and how Twitter probably carried as much, if not more detail along with quicker commentary than any of the larger blog outlets would have managed.

Then something interesting happened this morning. I noticed the top trending topic on Twitter was AT&T. I hadn’t paid it much mind until I saw a friend of mine tweet, “RT @steveagee Dear AT&T, how does it feel to be the number 1 trending topic simply for being a piece of shit?” For the record, I don’t know or follow Steve Agee, but he brings up a good point.

I’d never want to be where AT&T is on twitter, nor would I want one of my clients there. The fact remains though, if you’re doing crisis communication, you damned well better to be prepared for that possibility.

Just for a little background, AT&T doesn’t support two very desired features on the iPhone. One is something called tethering, which basically lets you use your phone as a modem. The second and (apparently) more important one is MMS, which includes picture messages. While the iPhone on AT&T won’t support it, it can be supported on other carriers (in Europe) and other AT&T phones. Add to this the multitude of issues customers have with AT&T’s pricing structure. The latter probably wouldn’t be that bad if not for the other issues. It all adds up. Keep in mind this is a quick summary.

AT&T does have a twitter account, and it does tweet. How useful is it? They have around 5,500 followers but say nothing about the criticisms that iPhone customers have hurled their way. In fact, the twitter feed for AT&T contains a mind-numbing list of promotions. It’s not very useful and definitely not conversational.

AT&T’s situation is precarious. The Cult of Apple seems to be ready to cut the company off at the knees. I wouldn’t be surprised if Apple is starting to look at new carriers. Right now AT&T is taking the bad road of silence and finger pointing. Officially AT&T has said very little. They could take a lesson from Dominos and at least try and calm people down over twitter, but I don’t see that happening.

I can’t stress it enough – in today’s climate of conversation, you cannot ignore negative talk about your brand. It will not go away. Likely it will only get worse.