Saturday, November 23, 2013

Color distracts when products have little to add.


You'd expect two of the world's powerhouse brands to be more imaginative when it comes to product extensions.  But within a month of each other Nike's Fuelband SE and Apple's iPhone 5C depended on the same cosmetic element to try to fan the flames of consumer demand: color.





Both companies have fallen flat.  Partly they're victims of their own success.  We expect so much from these brands because they've trained us to expect greatness.  Separately Nike and Apple have an enviable repeated history for innovating in their respective categories.  They even have achieved it in partnership, through Nike +. Which is why their recent introductions are disappointing.  The accompanying functionality tweaks were exactly that: incremental and more focused on correcting earlier issues than deepening experience value.

Gizmodo review: Nike Fuel SE

In the case of the iPhone 5C, the tightly controlled approach to product design that Apple is known for is extended to color.  A narrow range of options seems positively out-of-step with the times.  Contrast it with the vitality from Motorola moto phone whose customization options for both handset and earphones are a celebration of expression and individuality.

Beyond the tactic of using color to jazz up a product with no more news the marketing too falls flat. The device of a colored phone on a colored background is shockingly lacking in imagination. Compare this with the bold iconic silhouettes of iPhone advertising that launched the product.  This is a pale and far poorer attempt.




Sunday, March 4, 2012

Online Dating Invokes the Lord's Blessing












Really, it's a bit cheeky but certainly on brand.

If you're a Christian, then you want nothing more than to believe your romantic partner has been ordained by none other than the holiness himself/herself.

So it a wry move on the part of Christian Mingle to invoke the Lord's endorsement...or at least the imply that matches at its site are nothing short of just that.

Why look anywhere else?  You'd just be searching for something that's against the Lord's wishes.  And that could have Old Testament consequences.  (Better play it safe.)

















Tuesday, March 16, 2010

Where The Right Answer Is a Question



















Hats off to the Exploratorium in San Francisco. This exactly captures the reaction it is striving to evoke from its visitors, young and old alike.

The Exploratorium goes where flat-footed edu-tainment cannot tread. It's a collection of brilliantly crafted exhibits designed not just to educate but to spark a sense of wonder and stir curiosity within. Each display has been purposely made to compel its audience to physically interact with it, to engage in the sort of playful experimentation that yields rewarding results and engages the participant in a willing game of detective work to figure out what's going on.

As the street banner suggests, it is particularly well suited for helping youngsters learn. The setting encourages them to be absolutely fearless in their pursuit of knowledge. Any self-consciousness they might have about the limits of what they know, or of making mistakes or worst of all failing - the collection of forces that might otherwise hold them back and rob them of an enriching experience - melt instantly away the moment they step inside the Exploratorium.

You could also say that a hallmark of an good account planner is to work in a similar way. We didn't have a child-like capacity for play in mind, we were thinking rather about the role to stimulate further investigation. To deepen the inquiry in a meaningful way that advanced understanding of the challenge at hand, through iterative probing that gets quickly to the heart of the matter.

There are many situations in the communications or consumer behavior worlds in which a question being evoked as a response to a stimulus - or as the effect of an interaction - would be a vast improvement to what it elicits today.

Inspiration to do better, fluttering in the breeze on Gough street above the heads of commuters making their way wearily to work.

Tuesday, March 9, 2010

What's The Best Way To Make Careful Decisions?

Good decisions are rarely made carelessly. So there's an intuitive logic behind making careful decisions, whatever climate of decision making might prevail at the time.

In this era of flux, one characterized by many practitioners and pundits challenging existing principles in search of new and more reliable wisdom, this subject of intuition vs analysis and their relative value in decision making is highly topical.

In our view, the issue is rooted in a timeless theme of management science: the issue of thinking vs feeling in decision making.

The idea of using feeling in the context of decision making makes many people uncomfortable which is why intuition gets a bad rap. Emotion is associated with a lack of discipline and robustness in analysis (with good reason to some degree). The fact that intuition cannot be attributed to a specific place, to a linear, observable, concrete set of facts also makes it an easy target. Intuition cannot be explained. It emerges or not.

This character of intuition raises the other main driver of discontent that emerges with reliance upon it: the lack of control. Management needs to be confident it can replicate results, to assure the effective use of resources and ultimately the return to shareholders.

Which leads us to the underlying human issue in play here, which in my view is trust. Decision making begets responsibility and accountability. One feels no better having put that trust in the hands of so called 'experts' whose predictions and recommendations prove subsequently to be wrong than in an internal capacity which transcends tangible analysis and which cannot be explained.

Sound use of intuition depends on sound judgment, itself a product of experience and the right kind of reflection. As with any tool, erudite use comes from knowing how to use it and when. And when not to. This I believe, cannot be taught nor prescribed and in part sustains its immense value among those practitioners who do it well.

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The topic was a provocative one shared in the Working Knowledge Bulletin by Harvard Business School by Profession James Heskett. The Full article appears here, and inspired a lively disucssion among a dispersed community.

Tuesday, December 1, 2009

Imagination (And Sound Effects) Make A Basic Search Story Sparkle

We've been writing of late about stories. As marketers are challenged to connect more presently and meaningfully with people, we think story telling is taking on ever greater importance. It's not just a familiar device from which we learn, it's one of potent and enduring human value.

Here's a delightful example from Google. The search behemoth is promoting what it's best known for - its utility as a search destination and tool. What might otherwise be dry has been given deft emotional delivery through a charming story. While the concept that plays out is a highly engaging one, there is something refreshing about the simplicity with which it is done (a deliberate expression of brand character we surmise). Creatively speaking, heavy visual emphasis on the search box might be considered a sizeable constraint. But using the search box as an engine to evolve the drama is shrewd indeed. Sound effects, too, are judiciously employed to give a real warmth and emotional valence.


video

A Time For Levi-Strauss

The famous anthropologist and a jeans brand share the same name. While we were saddened at the news of the french intellectual's passing, we're commenting today upon the latter. The jeans brand has itself not been in the best of health in recent years. Grant McKracken points to this in his recent book Chief Culture Officer, by lamenting the billions of dollar in market opportunity the company missed out on by failing to understand the changes fashion in happening around it.

On the streets of San Francisco are examples of spirited Levi's advertising that fits the times. Jeans are a well-worn medium for self expression so it's no surprise that the brand is promoting a belief which it hopes will be shared by the followers it seeks. An added strength in the work (below) is that the themes echo the sentiment of the zeitgeist. Being a time of austerity and uncertainty has forced many people to question old priorities and focus on qualities that are basic yet enduring. We think it's a good move.
















Tuesday, October 27, 2009

Telling Stories to Others (Let's Not Overlook The Ones We Tell Ourselves).

Here's a shining example of what we think about stories:

video

We typically see a story as something 'made up', an abstraction from the truth either completely fictitious or embellished with imagination which then removes it from the reality of the events on which it's based.

We also commonly think of stories as something we tell other people. Arguably the most important and potent stories are those we tell ourselves. Each of us has created stories about who we are. Quite literally, we had no choice: it was needed as a way of giving order to the psyche and structure to our identity. Overtime, these stories have been crafted into a coherent narrative about ourselves and our place in the world.

The intriguing part in it all is that many people are not aware that this process goes on, existing as it does usually in the subconscious. (Stephen Johnson's excellent book Mind Wide Open illuminates many ways these silent operators influence our actions.)

But if you have ever talked to a woman who colors her hair, especially one that has become and stayed a 'bottle blond', she will tell you quite calmly that this is who she is. That it fits how she sees herself and not just in the mirror; it is how she feels on the inside.

Such women do not have amnesia. They are well aware of the duplicity at their own hand and they are reminded of it at no time greater than with a showing of roots - evidence of an act of past intervention and a pressing reminder for the need to repeat it. But it does not matter and it does not violate the integrity of the idea.

Stories to ourselves are a secret pact. We know we're fibbing and there's nothing wrong with that because - after all - it is the truth in the midst of the fabrication. Psychopaths aside, we can rarely lie to ourselves and get away with it . Deep down we remember, even when we forget.

Luxury Marketing: Austere Times Call for Disarming Strategies

Even if the harsh realities of this year's economy have not touched us personally, we have not been unaffected by them.

As has been widely reported, the luxury market has taken a hammering. This year has seen a widespread climate of disapproval emerge in our culture. Mere ownership and display of luxury goods has become synonymous with an almost ostentatious flaunting, seen as reflecting a callous insensitivity to the hard times befalling so many others. There has been widespread rush to judgment, in much the same way that greets a Hummer on the roads albeit for different reasons; its existence has become an embodiment for a disregard for environmental concern..and almost a shameless pride in it.

One smart strategy is not to deny the criticism but to tackle it head-on. It is, after all, a hurdle that prevents people being comfortable buying, however much they might want (and secretly covet) the prize and long to own it.

Hats off to Porsche for adopting this approach. Anticipating criticism is captured elegantly in the headline with a tone that far from seeming defensive sounds pragmatic, evoking a feeling of being confidently prepared. An accomplishment in itself.



















The key to success?
Leverage the equity that give luxury makers rooted in substance (rather than overly dependent on style) a powerful neutralizing effect: Performance.

Performance is that wonderful quality whose existence is inherently self-justifying. It represents tangible proof for what one has paid more. It is born of advanced engineering and design - noble characteristics indeed - which enables assertions to or inferences about privilege to be assiduously avoided. Porsche has even suggested that the efficiency dimension of performance represents greater environment responsibility, the idea of 'doing more with less'.

Arming the audience with ammunition in the form of knowledge serves to disarm the critics. This is the final part of this erudition -- recognition of what is so overlooked by marketers in cultivating people's relationships through brands: storytelling.


















Give people things that help them to tell their stories. If we can tell a story we have a claim to having a reason. An assertion to belonging. Storytelling is a basic human need, one that helps us feel connected to others and perhaps more importantly, to ourselves:

"A need to tell and hear stories is essential to the species Homo sapiens--second in necessity apparently after nourishment and before love and shelter. Millions survive without love or home, almost none in silence; the opposite of silence leads quickly to narrative, and the sound of story is the dominant sound of our lives"

Reynolds Price

Monday, October 26, 2009

Consumer Consciousness: The Third Element Redefining the Value Equation

In our last post, we outlined PERSONAL and PLANET as two recent dimensions of the value equation emerging in light of the new climate of consumer consciousness.

There's a third that most readers will have seen almost at every turn: PEOPLE.

In the era of higher standards, of greater scrutiny about what is being bought and its effects, people also want an opportunity to participate and contribute towards a greater social good. As a result, they are also expecting more of the companies they buy from, for them to do their part to improve the world we live in.

Corporate social responsibility (CSR) has been around for decades, but it's typically been more of a PR driven initiative to generate goodwill in order to shape perceptions than a deep-rooted embrace. Tom's Shoes is a great example of a commitment on a different scale. It donates a pair of new shoes to a needy child for every pair sold. The social good is inextricably part of its business model.










An example of a more traditional approach is Tide Detergent. The "Loads of Hope" campaign is P&G's latest CSR attempt to link 'doing laundry' with 'doing good'. (Don't get us wrong, something is better than nothing: but not only is the link conceptually a weak one - in our culture 'hope' is not something we think of in terms of 'loads' - but the scale and sustainability of the impact is modest).










Overall, this strategy is an ever popular one with marketers. The basic approach is to link consumption directly with a virtuous outcome.

Starbucks says that by buying its coffee YOU are the force behind change on a massive scale...



















Volvic touts its 'Drink 1 Give 10' benefit if you buy its water (click on this recent airport commercial).

video

The intent of course: shape brand choice in a way that requires no additional effort by the consumer. "Keep doing what you're already doing". The act of buying is an act of giving.

Not a bad strategy (few things are inherently flawed except teapots made of chocolate). Though as Brandchannel points out: Cause Marketing Grows: but is the backlash ahead?

Consumer Consciousness: Two Forces Redefining the Value Equation.

The bubble of indifference has burst.

Until recently, it used to be very different. Consumers cared about functional performance and price...and cared about very little else. Like how products were really made. The ingredients they really contained. What they really did to the body. So the reasoning went, if it was available, it had to be safe. Governments regulate, after all.

Nothing like crisis to wake people up. And shaken up they have been. Toxicity in toy paint, lethal ingredients in pet food, health threats in the food chain (fruits and vegetables), ever rising cases of cancer, and obesity on a mass scale among not just adults but children. This is the PERSONAL dimension that evolved the value equation of what people buy. No longer is buying convenience foods so easily divorced from the health consequences of doing to. Marketers are responding with convenient foods that force less of that trade-off. It is a good development.

The consumer value equation is also being redefined by another key dimension: PLANET. The environmental crisis has precipitated a shift: people en masse are making a direct personal link between what they consumed and the impact they were having on the planet.

The result: a time of greater scrutiny but if anything higher standards. People care more about what's in products and how they're made. They have to know, it's almost not a choice. The cost of indifference - personally and for the planet - is too high. Companies are responding by making better products.

















A new kind of involvement and a new strategy has emerged among consumers: asking question and demanding answers. The smart companies are recognizing this is a new age of transparency. Avoidance is an option but not a good one. Being part of the conversation is a way companies can shape the dialogue about them, thought the days of control are over. Trust has been broken and companies now have to earn it back.

Thursday, October 22, 2009

Adjacent Opposites of the Gastronomic Scale


















Opposite ends of a spectrum by their nature don't usually meet. You'll find a curious exception on Market street at Montgomery in San Francisco. On the left, Japanese Sweets makes dessert delicacies and beside it hotdog vendor, Zog's Dogs.

No doubt these two attract different clientele. An intriguing contrast nonetheless.

Platform Thinking: History Beats Jarvis' Edict by 170 years.

In What Would Google Do? Jeff Jarvis makes many great observations about the new rules of business success that have emerged in the last 10 years.

One example is platform thinking, in which products and services deliver the utility they were designed to, but which users go on to embrace and use for purposed well beyond the original intent.

Jarvis gives the example of Craig's List and Google Earth which have been adopted in new ways never originally envisioned. And with the dramatic popularity of apps for its handheld device, Apple's iPhone is perhaps the ultimate testament to platform thinking by delivering utility that have nothing to do with the phone at all.

We were delighted to find a historical predecessor to this digital idea by some 170 years.

An emigrant ship Niantic was moored and then marooned at a site now deep in the heart of San Francisco's financial district. It was covered in a shingle roof and housed offices and stores on the upper deck, while the hull became divided warehouses. A wonderful historic example of people taking an idea, making it their own and giving life to new uses, ones delivering valuable utility that was never anticipated by the original builders. Like their digital counterparts today, we're sure they were equally pleased.

[Click on image to enlarge]





Wednesday, October 21, 2009

Lax grammar sends the opposite message

In LA this week, returning a rental car to the airport I passed a white truck. Its sides were emblazoned with the company's name, which was intended to describe the business it is in:










Nothing may seem wrong but something is seriously awry.

The company is in the business of transporting perishable items, one presumes for the restaurant or hotel trade, and perhaps even hospitals. Careless grammar, however, suggests that fragility and decay are what befall the logistics themselves that the company manages. Not likely to inspire much confidence in the service, needless to say.

The fix is simple: Perishables Logistics.

One imagines that the company has no idea it is sending the opposite message to the one it intends, all because it misses the letter 's'.

Tuesday, October 6, 2009

Reaching Back to the Past in a Time of Flux


















Storytelling has very much been on our minds. In a recent talk to some students at SF State University we'd proposed it is the essence of account planning. Of course, its roots are altogether more human, for storytelling is a crucial cultural mechanism, vibrantly alive today in the digital age of Facebook updates and tweets, of Flickr and blogs.

This latest social media initiative by Virgin on Facebook strikes an appropriate chord with the times, not just because of its invitation to be part of a global village (Marshal McLuhan anyone?) but through its promotion of Elders.














Elders are a timely idea for two reasons:

First, it affirms the idea that there is value to the opinions of generations that precede us. The elderly have become significantly marginalized in US society, not so much due to intent but nonetheless through a shift over time. Retirement communities have removed them from the mainstream and deny us an opportunity to learn from the richness of their experience.

The second reason we think the idea of Elders is timely is because the term harkens back to an earlier time of storytelling, in which their knowledge was shared at the gathering around a communal fire. For sure, it was a time when life expectancy was half what it is today! But like the campfire itself, there is a simplicity, an enduring warmth about the intimacy of physical (rather than distributed) connectedness.

We believe this yearning is in direct response to what confronts so many people today: the contradictions and ambiguity, the uncertainty of extremes, the fragmentation and convergence and of the deeply unsettling flux, one in which the old rules have already given way and nothing has yet has emerged to replace them. We'd say that yearning for 'old ways' for a former time is not isolated. Like the emergence of artisanal character in the world of consumer goods in recent years, it is a response to it. A way of coping with it. Until sureness should return underfoot, there shall be more of it to come.

Wednesday, September 23, 2009

Drinking Beer Helps Make Decisions

Surprising but true. It was a delightfully counter-intuitive discovery, one that parallels what we found under the cap of a bottle of Session beer recently.


















There are many choices to be made while drinking is going on, whether at a club, bar or home. Rock paper scissors is an old parlor game that Session beer brings to the moment, and it helped decisions to be made as the evening wore on.


















For us, it took quite a few bottles before we amassed the complete set (we think this was not an accident), yet once armed with our prize it became a recurring theme woven into the fabric of the evening as it unfolded, and part of the stories that were shared long after.

"Great brands are no longer the ones that are the best storytellers but the ones that the best stories are being told about"
so says David Verklin CEO of Carat America. We agree. Though we have a hard time imagining he was talking about this specific brand at the time, his sentiment is highly applicable to it.

More than pure entertainment, the brand delivered utility, albeit it in an unexpected way. A clever twist to a familiar theme, one perfectly suited to the character of a good time out.