The Natural Confectionery Company is Cadbury’s Schweppes product line containing no artificial colours or flavours. We asked Simon Gregory of interactive specialists Weapon 7 to explain how online strategy and CRM played a part in the brand’s successful relaunch.
Turning awareness into brand engagement: or combining the power of broadcast with the power of online Our key challenge in launching The Natural Confectionery Company for Cadbury was how to ensure that we converted awareness into brand engagement and subsequent purchase.
TV ads were doing a great awareness job, each one was a wonderful Fallonesque cultural happening. In fact consumers loved the ads so much they were in danger of becoming a victim of their own success; we soon learnt that just because people liked the TV ads, it didn’t necessarily follow that they liked the brand. This meant that any ‘campaign-centric’ CRM strategy focused solely on the ads could prove counter-productive. So we treated the TV ads as an introduction to the new brand; as the start of a conversation, taking those who demonstrated an interest in them on a journey.
The indication that you were interested would probably start with online search. We listened to the online conversations prompted by the ads and encouraged people to engage with us further through social media channels including Facebook and a YouTube Channel, a web- page promoting data-capture and an on-demand TV show called Packet Life.
In each channel we provided people with further content that built on the TV ads, such as behind-the-scenes clips or an animation. If they engaged with it, we then tempted them to try a free sample and opt-in to stay in touch. The brand’s YouTube channel is here: www.youtube.com/user/natconfectioneryco
Over time we continued to deliver further expressions of the brand to our audience through a host of games, emails, applications, invitations to visit our new site and Facebook gifts (over 140,000 in the UK alone). And, where relevant, we dropped them a little note or message letting them know. Each interaction acted as another step towards brand engagement and ultimately purchase.
To date, our research suggests that when we have converted awareness to trial, whether sampled or through purchase, we have created consumers that quickly add the product to their profile of preferred sweets. Plus, we now have tens of thousands of people engaged with the brand and product keen to stay in touch. The big idea is now lots of little relevant ideas. www.naturalconfectionery.co.ukwww.weapon7.com
4.4.09
SMB Retailers Need to Embrace Digital Marketing
January 21st, 2009
It was pretty much the worst case scenario realized for retailers last month. Retail sales declined 2.7 percent in the all-important month of December, drawing to a close the worst holiday season since 1969.
With consumer confidence still at record lows, how can a typical retailer hope to survive such dire circumstances? While there are no easy answers to address this multitude of problems, it’s time for retailers, especially those in the SMB space, to embrace digital marketing to help survive and possibly even thrive in the current economic conditions.
Digital marketing should be top of mind for anyone in the SMB sector, and this is especially true for retailers, both online and “brick and mortar.” Here are a few reasons why:It’s Affordable-
Unlike other more traditional marketing channels, digital vehicles like email and SMS should be within the budget of even the smallest of retailers.It’s Trackable-Lower revenues and disappointing sales mean it’s time to re-focus on maximizing ROI, and digital marketing in its very nature is designed to be trackable. Whether you just want to see how many people respond to a specific offer, or you need more sophisticated conversion tracking, you can monitor, in real time, the effectiveness of your digital marketing efforts.
It’s Attainable-Gone are the days where only larger companies could effective deploy and manage digital marketing strategies. This is especially true for mobile marketing, in which SMB retailers can use applications like our mobileStorm SMS platform to quickly and easily launch highly effective campaigns, such as mobile coupons.It’s Adaptable–Being stuck with an ineffective marketing campaign can be a serious blow to a retailer, both in terms of lost revenue or even your reputation. Changing course in the traditional media outlets can be cost both time and money.
In the digital realm, however, such corrections can be done with minimal effort and expense.It’s Personable–Most forms of mass communication are geared towards the mass market, meaning that the same message is applied across a wide section of potential consumers. Digital marketing allows you to take an inverse approach, giving you the flexibility to customize your offer to a much smaller (and arguably more effective) niche audience.
It’s Inevitable–Whether or you are currently engaged in digital marketing, the fact is that eventually you’ll have no choice but to use it.
It was pretty much the worst case scenario realized for retailers last month. Retail sales declined 2.7 percent in the all-important month of December, drawing to a close the worst holiday season since 1969.
With consumer confidence still at record lows, how can a typical retailer hope to survive such dire circumstances? While there are no easy answers to address this multitude of problems, it’s time for retailers, especially those in the SMB space, to embrace digital marketing to help survive and possibly even thrive in the current economic conditions.
Digital marketing should be top of mind for anyone in the SMB sector, and this is especially true for retailers, both online and “brick and mortar.” Here are a few reasons why:It’s Affordable-
Unlike other more traditional marketing channels, digital vehicles like email and SMS should be within the budget of even the smallest of retailers.It’s Trackable-Lower revenues and disappointing sales mean it’s time to re-focus on maximizing ROI, and digital marketing in its very nature is designed to be trackable. Whether you just want to see how many people respond to a specific offer, or you need more sophisticated conversion tracking, you can monitor, in real time, the effectiveness of your digital marketing efforts.
It’s Attainable-Gone are the days where only larger companies could effective deploy and manage digital marketing strategies. This is especially true for mobile marketing, in which SMB retailers can use applications like our mobileStorm SMS platform to quickly and easily launch highly effective campaigns, such as mobile coupons.It’s Adaptable–Being stuck with an ineffective marketing campaign can be a serious blow to a retailer, both in terms of lost revenue or even your reputation. Changing course in the traditional media outlets can be cost both time and money.
In the digital realm, however, such corrections can be done with minimal effort and expense.It’s Personable–Most forms of mass communication are geared towards the mass market, meaning that the same message is applied across a wide section of potential consumers. Digital marketing allows you to take an inverse approach, giving you the flexibility to customize your offer to a much smaller (and arguably more effective) niche audience.
It’s Inevitable–Whether or you are currently engaged in digital marketing, the fact is that eventually you’ll have no choice but to use it.
Pepsi::: Logo ...red, white, and blue?
Pepsi logo was initially all red. That changed inl the 1940s with the advent of World War II "Patriotism" To show support of the war, Pepsi unveiled a new bottle cap that featured the Pepsi script surrounded by swirling red and blue colors on a white background.
Since Pepsi was recognizable with its script logo in the same manner as its main rival Coca-Cola at the time, the cap logo was simply meant as a show of U.S. patriotism as opposed to a marketing scheme.
The cap logo, however, quickly caught on, and by the end of the war in 1945 became Pepsi's primary logo....
The cap logo, however, quickly caught on, and by the end of the war in 1945 became Pepsi's primary logo....
Virtual Wardrobe::: Online Shopping Revolution
While its virtual fitting room lets you see how you might look with different hairstyles and colors, and you can quickly determine how different garments will look with each other, it's not going far enough yet. It's similar to an Interactive Mirror concept we showed you a couple of years ago. But we'd like to see how the clothes look with the exact measurements of the prospective buyer.
This is heading in the right direction, though. The ultimate goal, called e-fit, involves stepping into a 3D scanner, and getting measurements of your body. Then, clothes can be digitally painted onto that image, for a realistic look at the results. Still, there's one more drawback — the final frontier of online clothes shopping: How does the material feel?
This is heading in the right direction, though. The ultimate goal, called e-fit, involves stepping into a 3D scanner, and getting measurements of your body. Then, clothes can be digitally painted onto that image, for a realistic look at the results. Still, there's one more drawback — the final frontier of online clothes shopping: How does the material feel?
2.4.09
No. 3 Riyadh, Saudi Arabia:::The World's Worst Places to Work
Overall Grade: Very High Risk LocationSevere Problems: Political Violence & Repression, Political & Social Environment
Major Problem: Culture & Recreation Facilities
Other Problems: Housing, Climate, Disease & Sanitation, Education Facilities, Physical Remoteness, Communications
No surprise here. Life in the Saudi capital is not easy. "The possibility of a terrorist attack is an ongoing threat," according to ORC, "while wide-ranging restrictions on dress, movement, conduct, food, alcohol, travel, and communications limit expatriate life." The city is especially hard for foreign women. Finally, adds ORC, "violating the country's strict moral religious codes is a particular danger in this conservative city."
http://images.businessweek.com/ss/09/03/0304_difficult_cities/1.htm
Semantic noise: the copywriter’s curse
“Semantic noise” is the term communication professors use to describe what happens when words mean different things to different people.
Here’s one notorious example. A copywriter wrote the following slogan for a cough syrup company:
“Try our cough syrup. You will never get any better.”
You can see what the poor copywriter meant to say, but his slogan can be understood in two ways. It creates major semantic noise and you are left wondering why anyone would buy a product that promises to NOT work.
Here are other examples of semantic noise caused by writers from around the world.
The solution?
1. Look for semantic noise in your copy. Just being aware of the possibility of confusion, and that words do not carry set meaning, can help you avoid this sort of copywriting catastrophe.
2. Don’t write in a rush. I always try to build “cooling off” time into every project. I write, set aside the copy for a day or two, then come back to it with fresh eyes. This always helps you see things you didn’t see in the heat of writing.
3. Show your copy to other people. A client, proofreader, friend, anyone. Fresh, objective eyes can quiet semantic noise in a hurry.
Here’s one notorious example. A copywriter wrote the following slogan for a cough syrup company:
“Try our cough syrup. You will never get any better.”
You can see what the poor copywriter meant to say, but his slogan can be understood in two ways. It creates major semantic noise and you are left wondering why anyone would buy a product that promises to NOT work.
Here are other examples of semantic noise caused by writers from around the world.
- Sign in Norwegian cocktail lounge: “Ladies are requested not to have children in the bar.”
- Detour sign in Japan: “Stop. Drive Sideways.”
- Hotel in Vienna: “In case of fire, do your utmost to alarm the hotel porter.”
- Elevator in Germany: “Do not enter the lift backwards, and only when lit up.”
- Dry cleaner window in Bangkok: “Drop your pants here for best results.”
- And my favorite from a Japanese hotel: “You are invited to take advantage of the chambermaid.”
The solution?
1. Look for semantic noise in your copy. Just being aware of the possibility of confusion, and that words do not carry set meaning, can help you avoid this sort of copywriting catastrophe.
2. Don’t write in a rush. I always try to build “cooling off” time into every project. I write, set aside the copy for a day or two, then come back to it with fresh eyes. This always helps you see things you didn’t see in the heat of writing.
3. Show your copy to other people. A client, proofreader, friend, anyone. Fresh, objective eyes can quiet semantic noise in a hurry.
Loyalty program: Not Just Short-Term Behavior but Long-Term Relationship Management
The pressure to deliver growth has increased as the technology revolution has enabled marketers to link programs to real-time profit generation. As a result, CMOs are often forced to shift resources toward programs that deliver identifiable, immediate revenue. One of the core tools used:Loyalty program
Certainly, these programs may drive short-term results. But if not designed correctly, they can actually undermine the long-term health of the brand.
Loyalty programs are mainly psychological in nature, with little true interaction between the brand and the consumer. Still, they can go a long way toward making relationships concrete, as there is a back and forth between the consumer and the brand.
The typical loyalty program enables consumers to earn points that can be redeemed for rewards. When consumers' purchases are motivated by such promotions, we term that "behavioral loyalty." A form of loyalty exists because the consumer engages in repeat purchasing, but it's not clear whether it's because of the incentive or because they are really loyal to the brand.
Loyalty programs can shift what may have been a warm, emotional relationship into a cold, contractual relationship where consumers feel they are "owed" rewards.
A more valuable kind of loyalty
There does exist a more valuable type of loyalty: attitudinal loyalty, defined as when the customer has a strong emotional connection to and preference for the brand. Behavioral loyalty might be described as consumers doing what you want them to do, while attitudinal loyalty involves consumers believing what you want them to.
While attitudinal loyalty is a driver of behavioral loyalty, the converse may not be true. As a result, loyalty programs that provide only economic benefits may be appropriate in some instances but may actually conflict with brand-building efforts that ultimately attempt to create attitudinal loyalty.
This type of conflict can be seen in the airline industry's marketing efforts. Airlines have used slogans such as "Fly the friendly skies" and "Something special in the air" that try to establish the brands as friendly or luxurious. In contrast, the airline loyalty programs require that customers fly a great deal to get access to the improved, "friendlier" or more "special" service levels.
The airlines are left with two segments of customers. The first is those who feel they have "earned" and are therefore "owed" enhanced service, and although they demonstrate repeat buying behaviors, they're unlikely to have a true emotional attachment to the carrier and in the long run may easily move to a competitive brand. The second segment is those who have not "earned" anything, and are treated as second-class customers, so they are likely have neither behavioral nor attitudinal loyalty.
So what does it all mean? When designing a loyalty program, marketers need to move beyond focusing on just purchasing behavior and look at the impact of the program on overall brand health. While rewarding the right behaviors can lead to short-term revenue growth, designing loyalty programs so they also strengthen the brand perception can help lead to long-term brand equity.
Beyond the next purchase cycle
If every element of a loyalty program goes through a filter that evaluates it from the perspective of whether it will strengthen the consumer-brand relationship, the result will be a revenue-enhancing program that lasts longer than the next purchase cycle.
If an airline stands for superior care of the customer, can the loyalty program be designed to reward spending but also take care of the consumer and strengthen the brand? One answer might be to use a combination of fixed and flexible rewards. For example, the airline can keep the points-based program but also add customer benefits that are not explicitly mentioned. Unexpected rewards can have significant value as consumers view them as gestures on the part of the brand rather than payments that are owed.
Rewarding the right behavior means developing a structure that encourages the customer to shop more and spend more. This is obvious, and most programs are designed to effectively incent this in the short term. However, it's equally important to look at behavior on the margin and ensure that you don't accidentally "punish" a loyal customer.
In the current economy, with consumer spending down, it's very possible that many customers will not maintain the status they had in a specific program but will maintain or even grow their share of wallet with a specific retailer.
Most programs would punish those consumers for not maintaining their dollar spending even though they had maintained their share of wallet spending. Design for the best-case scenario, but make sure to design for alternative scenarios as well.
As stewards of not just the loyalty program but of the entire brand's health, CMOs have to rethink the design of these programs. Inciting short-term behavior is table stakes. The bigger challenge is moving beyond short-term efforts to design on-brand programs that can last beyond the immediate pressure. It may be a little harder to do, but it's the right thing to do.
Certainly, these programs may drive short-term results. But if not designed correctly, they can actually undermine the long-term health of the brand.
Loyalty programs are mainly psychological in nature, with little true interaction between the brand and the consumer. Still, they can go a long way toward making relationships concrete, as there is a back and forth between the consumer and the brand.
The typical loyalty program enables consumers to earn points that can be redeemed for rewards. When consumers' purchases are motivated by such promotions, we term that "behavioral loyalty." A form of loyalty exists because the consumer engages in repeat purchasing, but it's not clear whether it's because of the incentive or because they are really loyal to the brand.
Loyalty programs can shift what may have been a warm, emotional relationship into a cold, contractual relationship where consumers feel they are "owed" rewards.
A more valuable kind of loyalty
There does exist a more valuable type of loyalty: attitudinal loyalty, defined as when the customer has a strong emotional connection to and preference for the brand. Behavioral loyalty might be described as consumers doing what you want them to do, while attitudinal loyalty involves consumers believing what you want them to.
While attitudinal loyalty is a driver of behavioral loyalty, the converse may not be true. As a result, loyalty programs that provide only economic benefits may be appropriate in some instances but may actually conflict with brand-building efforts that ultimately attempt to create attitudinal loyalty.
This type of conflict can be seen in the airline industry's marketing efforts. Airlines have used slogans such as "Fly the friendly skies" and "Something special in the air" that try to establish the brands as friendly or luxurious. In contrast, the airline loyalty programs require that customers fly a great deal to get access to the improved, "friendlier" or more "special" service levels.
The airlines are left with two segments of customers. The first is those who feel they have "earned" and are therefore "owed" enhanced service, and although they demonstrate repeat buying behaviors, they're unlikely to have a true emotional attachment to the carrier and in the long run may easily move to a competitive brand. The second segment is those who have not "earned" anything, and are treated as second-class customers, so they are likely have neither behavioral nor attitudinal loyalty.
So what does it all mean? When designing a loyalty program, marketers need to move beyond focusing on just purchasing behavior and look at the impact of the program on overall brand health. While rewarding the right behaviors can lead to short-term revenue growth, designing loyalty programs so they also strengthen the brand perception can help lead to long-term brand equity.
Beyond the next purchase cycle
If every element of a loyalty program goes through a filter that evaluates it from the perspective of whether it will strengthen the consumer-brand relationship, the result will be a revenue-enhancing program that lasts longer than the next purchase cycle.
If an airline stands for superior care of the customer, can the loyalty program be designed to reward spending but also take care of the consumer and strengthen the brand? One answer might be to use a combination of fixed and flexible rewards. For example, the airline can keep the points-based program but also add customer benefits that are not explicitly mentioned. Unexpected rewards can have significant value as consumers view them as gestures on the part of the brand rather than payments that are owed.
Rewarding the right behavior means developing a structure that encourages the customer to shop more and spend more. This is obvious, and most programs are designed to effectively incent this in the short term. However, it's equally important to look at behavior on the margin and ensure that you don't accidentally "punish" a loyal customer.
In the current economy, with consumer spending down, it's very possible that many customers will not maintain the status they had in a specific program but will maintain or even grow their share of wallet with a specific retailer.
Most programs would punish those consumers for not maintaining their dollar spending even though they had maintained their share of wallet spending. Design for the best-case scenario, but make sure to design for alternative scenarios as well.
As stewards of not just the loyalty program but of the entire brand's health, CMOs have to rethink the design of these programs. Inciting short-term behavior is table stakes. The bigger challenge is moving beyond short-term efforts to design on-brand programs that can last beyond the immediate pressure. It may be a little harder to do, but it's the right thing to do.
Maybe it's time to cooperate, not compete
We tend to focus on our competitors and how to beat them. Take a moment to reflect on your potential 'cooperators' - brands that you could work with to strengthen your position in the market.
Maybe it's time to cooperate
Cooperate on product distribution
In 2008 Dunkin' Donuts partnered with J.M. Smucker to distribute a packaged coffee product to roughly 40,000 supermarkets and stores in the US. The result, US$115 million in sales. How can you cooperate with other brands to increase your distribution?
Cooperate on product design
One of my favorites: Italian sports brand Fila produced a line of Ferrari inspired footwear. This is just one of many examples of footwear brands cooperating with automotive brands to offer something extra. Levi's developed RedWire DLX jeans which feature an iPod dock and controller joystick built into the pockets. Which brands could you cooperate with on product design?
Cooperate to build your industry
Sometimes it makes sense to 'grow the pie' rather than compete for a slice. The WoolMark brand is a great example of this - promoting pure wool and all its benefits. The WoolMark brand helps to protect and grow the use of wool, as it competes with alternative fibers. Very useful if you work in the wool industry. How could you cooperate within your industry, to 'grow the pie'?
Cooperate on customer experience
When United Airlines began serving Starbucks coffee in-flight it gained passenger approval (and great PR too!), hotels use branded toiletries, cars use branded hifi, etc, etc. How can you cooperate with other brands to enhance your customer experience?
Brand cooperation can be very powerful, ask yourself:
Which brands can I cooperate with, and how, to strengthen my position in the market?
Maybe it's time to cooperate
Cooperate on product distribution
In 2008 Dunkin' Donuts partnered with J.M. Smucker to distribute a packaged coffee product to roughly 40,000 supermarkets and stores in the US. The result, US$115 million in sales. How can you cooperate with other brands to increase your distribution?
Cooperate on product design
One of my favorites: Italian sports brand Fila produced a line of Ferrari inspired footwear. This is just one of many examples of footwear brands cooperating with automotive brands to offer something extra. Levi's developed RedWire DLX jeans which feature an iPod dock and controller joystick built into the pockets. Which brands could you cooperate with on product design?
Cooperate to build your industry
Sometimes it makes sense to 'grow the pie' rather than compete for a slice. The WoolMark brand is a great example of this - promoting pure wool and all its benefits. The WoolMark brand helps to protect and grow the use of wool, as it competes with alternative fibers. Very useful if you work in the wool industry. How could you cooperate within your industry, to 'grow the pie'?
Cooperate on customer experience
When United Airlines began serving Starbucks coffee in-flight it gained passenger approval (and great PR too!), hotels use branded toiletries, cars use branded hifi, etc, etc. How can you cooperate with other brands to enhance your customer experience?
Brand cooperation can be very powerful, ask yourself:
Which brands can I cooperate with, and how, to strengthen my position in the market?
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