Archive for the ‘Look’ Category

Pop Gossip and Accountability

Wednesday, February 13th, 2008

Erma Bombeck was a genius. Whenever I am seeking a wise bon mot – particularly as it relates to popular culture – I turn to her. I did so today, and as usual, I found what I was looking for.

“Some say our national pastime is baseball. Not me. It’s gossip.”

There was a time when famous people were famous for doing something (New York society columns notwithstanding). Now we have K-Fed and Paris Hilton – both of whose entire claim to fame rests on their ability to generate gossip. The Hollywood gossip trade is big business. Just yesterday I heard my six-year-old say – with no small measure of authority – that Jennifer Lopez was having twins. Our neighbor down the street is pregnant, and I’m pretty sure our little one hasn’t even noticed. But she knows about J-Lo. And her television time is limited to 30 minutes each day!

My 22-year-old was sitting at the computer and said, “Good grief. Why don’t they just leave Britney alone? Can’t they see she’s going to kill herself if they keep this up?” I walked over and looked at the computer monitor, and sure enough, People Magazine’s web-site was loaded, delivering the by-the-minute Britney news they make so much money on.

I know it was kind of harsh, but I had to make a point. I said, “Yes, but it’s your fault.”

“What?” She started laughing, shaking her head. Just another crazy weird thing for mom to say.

“No, I mean it. It’s your fault.”

“Right. And I assume you’re going to explain how it could possibly be my fault.”

“Because you clicked on that headline. And everyone who clicks on that headline tells People Magazine they want more news about that poor girl.”

“But there are millions of us looking at Britney news!”

My point. What a strange place for a culture to be. Our compulsion for bad news fuels an entire industry made up of photographers, print magazines, cable magazines, and internet sites. Any overly aggressive photographer with a camera and no need for sleep can earn upwards of $300,000 per year taking pictures of pop stars leaving Vons with their weekly groceries. When did America notice that the writers were on strike? Not until the strike undermined the awards shows and all those great pictures of stars on the red carpet wearing designer gowns. Why didn’t America notice? Because we’re so busy watching reality TV, which doesn’t require writers (at least most don’t). Why are we watching reality TV? Because it gives us a chance to watch other people behave badly and become stars in direct proportion to the gossip they generate.

Maybe we are so absorbed in these shows because we can picture ourselves as one of the regular people on a reality program, but not as Julia Roberts. Lucky children have parents who tell them how special they are. Somehow, the meaning gets distorted. We are a nation of people who believe they would make a great novelist (82% of adults polled) but who don’t actually write them (2% of adults). We are a nation of people who believe we could be a rock star if we could just get a lucky break, despite the evidence viewed on American Idol each week. So perhaps reality TV and celebrity gossip feed the flicker of hope buried in each not-so-special adult breast.

Or maybe it’s what Britney’s erstwhile husband said – that people feel good watching two celebrities (well, one celebrity and one pre-nup) go through a rough divorce, because it make the average folks feel more normal.

My daughter closed the People Magazine website window, and I doubt she’ll open it for Britney news again. Is it strange to think that one person’s choices could make the difference in that poor pop-star’s life? Not at all. We have huge social issues before us, and the only way we’ll make a dent in any of them is one click at a time.

 (c) 2008. Andrea M. Hill

Can You Put 200,000 Miles On Your Brand?

Wednesday, September 5th, 2007

Ford is making advertising headlines this week as they launch their “Swap My Ride” campaign. Consumers who just bought new cars – but not Fords – were asked by a seemingly independent 3rd party researcher (in actuality, Ford marketing staff) to trade their new car for a comparable Ford for one week. The ad campaign shows the results of trade participants as they say things like “I got bad news for the Suburban,” and “can I keep this?”

I imagine the commercials will be well done – there’s no excuse for presenting bad advertising these days. But this isn’t just about advertising. There are two deeper brand issues to consider.

The first issue is that Ford is behaving like a challenger brand. Challenger brands can be highly successful – think 7-Up’s Un-Cola, Avis’ “we’re number 2 so we try harder,” and the early days of FedEx going after UPS. But is Ford a challenger brand? Challenger brands are generally upstarts in a market who are going after a specific niche and are prepared to rely on esteem and preference to set them apart. It’s possible that Ford sees themselves in the challenger brand role, given how their US market share continues to slip. But it can be dicey for a one-time leader to now be satisfied with asserting “Hey! We’re as good as the other guy!”

The second consideration is how this strategy will play out over the life of a product. This is a thought process that marketers do not engage in enough, and it can provide significant insight into the future marketing and brand perception of your product.  It goes like this:

First Wave:  Ford goes under cover and gets new car buyers to swap for a Ford for a week. Customer loves product and wants to keep it.

Second Wave: Ford goes under cover and gets drivers of cars with 5 years/60,000 miles to swap for comparable Fords (in terms model, care, miles, etc.) for one week. Or, better yet, have a real third-party research firm follow customers of comparable cars – Ford and non-Ford models – and track their service and repair experiences and costs over the life of the vehicles.

Third Wave: Same as second wave, only at 8 years/100,000 miles.

How will Ford stand up to the competition then? Will people be enthusiastic enough about Ford to lead to a significant increase in customer loyalty? If not, then Ford has just produced another extremely expensive advertising campaign with little hope for creating increased brand value.

Brand value must be considered over long timeframes. Coming up with great advertising just isn’t that difficult. But building a brand requires commitment to every aspect of your business, from the quality and cost of components, to post-sale support, and all the way through long-term product satisfaction. If you have these things but suffer from bad advertising, that’s actually quite easy to fix. But if you have great advertising yet suffer from weakness in your organization, that’s much more expensive and difficult to repair.

Next time you put an ad together, ask yourself how that ad would play out – not to the next new buyer of the product – but from the perspective of owners of the product over its reasonable life. If you don’t feel great about what you come up with, maybe the next budgetary allocation should go, not to a new ad, but fixing the parts of your company that are keeping your customers from coming back.

(c) 2007, Andrea M. Hill