Archive for the ‘marketing’ Category

November26

What real word of mouth looks like

By: Spike Jones

Gather ’round, kids because I want to share a case study with you that I just can’t seem to get out of my head. It’s about a year old now, but the lessons you can learn from this one will stick with you for a long, long time. It’s got everything: an unsexy product. An audience in middle America. Oh, and word of mouth marketing at its finest.

I’m talking about the kids over at Fizz and their work with the American Dairy Association of Ohio.

You can read the full, award-winning case study here, but let me give you a recap.

Challenge: Milk sales in Ohio were slumping (just like the rest of the country). If fact, consumption had dropped over 50% since the 70s.

The Legwork: Fizz dug into the ethnographic research and found that 65% of Ohioans live in cities under 50,000 people and 22% live in towns under 10,000. In other words, just like we learned with the teen anti-smoking movement in South Carolina, if you want to reach the majority of people in a rural state, you have to take the message to them.

The next big thing they discovered is that there is a solid case to be made for chocolate milk as a sports recovery drink. Seriously, look it up. “Researchers and nutritionists at Indiana found that chocolate milk, the drink of little kids, was the perfect beverage to drink after strenuous activity. It was, in reality, a better for you, high tech sports drink.”

But the big A-HA moment came when Fizz was identifying their influencers for this campaign. Did they go to food bloggers? No. Health and wellness bloggers? Sports bloggers with big Twitter followings? Nope. In fact, they didn’t use online influencers at all. So think to yourself, who, in rural towns across Ohio, would be the go-to person(s) when it comes to sports, nutrition and performance – all wrapped up in respect and a source of authority?

High school football coaches.

Smart, right?

Think about it. Football is huge in small-town Ohio. It’s an honor and privilege to be on the team. So if you’re on the team, your coach’s word is law. And also if you’re on the team, you’re more than likely a popular kid in the school – so you have people watching and looking up to you. Coach says drink chocolate milk because it’s good for recovery, you drink it. Others ask you why and then they drink it, too. This has a huge trickle-down word of mouth effect.

Results: Straight from the case study:

Kroger’s chocolate milk sales in the Cincinnati region increased an incredible 475%. That is a Kroger system-wide record for increase in milk sales;Kroger management could not believe so much milk was being sold. In markets across Ohio, milk consumption increased 12-28% YTD as verified by IRI Scandata. This was 10 times the rate of the rest of the country. The sales rise was so dramatic that concerned convenience store owners even contacted the agency staff about chocolate milk’s possible illicit use because of the unprecedented sales to teenage boys (remember “Whipits?”).

There is a lot more to the WOMMY-winning case study that you’ll find interesting, so be sure to head over to the Fizz site and take a look.

The biggest take-away for me is this: Influence comes in all shapes and sizes. And it takes carefully planned, insightful digging to find out where your story is going to resonate. The days of making a list of influential bloggers and then pitching them are waning. Because the very definition of online influence is changing on a daily basis. It’s a moving target. And if it’s where you put all your hope (and money), you’re bound to fail. The social media marketing world is falling into a Facebook, Twitter and blog rut. As John Bell said at the recent WOMMA conference: “It’s our job to build belief in the fundamentals.” How true. When we forget the basics, we will fail. When we forget that 90% of word of mouth happens offline, we will fail. But when we combine online and offline in meaningful ways, it opens up a whole world of opportunity. Easier said than done? Of course. Impossible? Not on your life.

Posted in: brands, Featured, lessons learned, marketing, word of mouth2 comments

September25

In Praise of the Surprise and Delight

By: Spike Jones

I’m a huge proponent of the good ol’ marketing tactic of “surprise and delight.” We see it in many forms these days – across industries and in many different contexts. The problem is that most of these stunts are thinly veiled attempts to promote the brand, which, I think devalues the very reason to surprise and delight a customer or an audience.

I’ve always held to the belief that when we surprise and delight a person or group, we have to do it selflessly. That is, we have to do it with the expectation that we (as a brand) will get nothing in return. The thing is, when you go into it expecting NOTHING is typically when you see the biggest payoff. When you go into it expecting a big return then you are building that into the stunt in the first place, which the typical consumer can smell a mile away.

Surprise and delights are just that – surprising and delighting. They get shared. They get talked about. They are very WOM-worthy. As talked about in the Brains on Fire book (shameless plug) and my former colleague Greg Cordell used to say, “Be famous for the people who love you, for the way you love them.” Or another way to think about it is to become “Fans of your fans.”

I recently stumbled onto what I think is a good start for a surprise and delight campaign with “Honda Loves You Back.” Simply, they saw that a band recorded all of their videos in their Hondas, so they set out to do “everything we can to make them famous.” Here’s the story:

And then, of course, those kids at Coke and their never-ending stream of Happiness. I never get tired of these videos.

Sure, not all of us have the revenue or time to have big Surprise and Delight campaigns. But sometimes the smallest things mean the most. Like picking up the phone and thanking a customer for being a customer. Or sending them to a secret website to pick out a t-shirt for free (and hey, maybe that shirt doesn’t even have your logo on it!) The point is, we’re all capable or it. Surprise and delights put the human factor into all this marketing. And we all know we could use a lot more of that.

Feel free to share a surprise and delight that’s happened to you or one that you’ve heard of. I’m always curious.

Posted in: lessons learned, marketing, word of mouth5 comments

June11

Likes Matter

By: Spike Jones

Any social media kid out there worth their salt will tell you that “likes don’t matter.” I even wrote a post over a year ago to explore “Life Beyond the Like.” We all throw hissy fits every time the number of Facebook likes is used as a measure of success in a case study and rail against the c-suite when they tell us that they want to reach a certain number of likes for this campaign.

But at the risk of having the social media kids come out of the woodwork, let me tell you something: Likes matter.

Back off a second and allow me to explain, will ya? You can’t tell me that you haven’t looked at a client’s or potential client’s or even a competitor’s Facebook page and said to yourself, “Hmmmm, they only have XX likes? That sucks.” You can’t tell me that the Chevy Camaro people don’t want more likes than the Ford Mustang people. Or that AT&T wants more likes than Verizon. Or that at least one metric of that project you did for your client isn’t the number of “likes” you garnered.

Let’s face it: People “like” your page if you have led them there because of a promotion. Or because they’ve been a loyal, lifetime customer. Or simply because you’re a beloved brand. Or because you’re “cool” and people want to be associated with you. Just like the people who have huge numbers of followers on Twitter tell you that the number of followers don’t matter, the same goes for Facebook. But it’s a lie. They do matter. Because it’s a measurement of visits and eyeballs. Yes, research shows that on average, only 1% of people who “like” a page interact with that brand on a regular basis on FB. I hear you. I feel your disappointment.

Instead, let’s start thinking about the “like” as either the beginning of a journey for some, or a point in time of a journey for others. What comes before? What comes after? How does that online action lead to offline word of mouth? There are many other variables, but a “like” is one of them.

In other words, “likes” matter. But so do a lot of other things in the mix. So before you go off on another rant about 1% engagement rates and the ROI of someone clicking that “like” button, think about how “likes” are table stakes now. They are expected. They are a part of what not only we are judged on, but what our client is judged on as well. Let me reiterate: it’s not the ONLY thing, or even a really IMPORTANT thing, but it’s a thing. So deal with it.

Posted in: lessons learned, marketing, rants8 comments

May29

Bridging the traditional/social gap with WOM

By: Spike Jones

There are many things that fascinate me about the communications space right now. Human behavior and social tools. The staying-power of great advertising. Yeah, there’s a list. And another line on there is the gap between the digital/social media kids and the “traditional” side of the house.

How many times have you heard the digital kids in your agency whine and moan about how the traditional PR/communications people “just don’t get” social. That they think it’s some plug-in tactics after everything is figured out. How the program would be so much better if social media had a seat at the table from the beginning. You know, when everything’s integrated.

But what I’ve found is that as much as that may be true, many of the social kids don’t really understand what “traditional” PR/communications people do. Like, at all. You’re probably nodding your head right now because you know it’s true. It’s not all press releases and pitching stories. It’s actually a WHOLE lot more than that. Just ask them.

So to be the Word of Mouth guy of the group has made me realize that WOM is the answer to bridging that gap between social and traditional. When my team and I talk about a word of mouth program or concept with the social kids, their eyes light up, because they can easily see the digital hooks. And when we have that same conversation with the traditional folks, they easily get it too, because it’s a natural extension of what they are already doing. (Yes, ideally everyone would be in the same room when that conversation happens, but one thing at a time.)

I’m not saying that WOM is always the magic bullet. But I AM saying that it can be the bridge. The word of mouth discipline has its feet firmly planted in both the online and offline worlds (this is the part where I remind you that 90% of word of mouth conversations still happen offline). Because, built the right way, WOM programs that engage people in remarkable experiences push people online. And the reverse is also true. It’s actually a cycle: online to offline and offline to online.

So when you’re starting to work on that new project or even when the word “integrated” comes up, remember that word of mouth can help bridge the gap between two worlds. It just may be the difference between just another campaign that falls flat and a powerful, successful engagement.

Posted in: marketing, word of mouth1 comments

May15

Social Business Means Cultural Change

By: Spike Jones

Social business. All the cool kids are doing it. Come on, you should do it to. Why? You’ll be POP-uLARRRR!!

Like victims of high school peer pressure, everyone in the digital world is talking about how social business is the next big thing. And I’m not here to argue if it is or isn’t. Brother Armano recently wrote a great post about the evolution of digital that lays it out very nicely and talks about the natural evolution of social media into social business. It’s the next logical step, really. In fact, we’re seeing more and more businesses come on the scene that not only are trying to crack the social business nut, but are actually calling themselves social business businesses.

That’s pretty bold.

In a conversation with Chuck last week, we were discussing the state of the digital industry. It started with the obvious: that social media is just that: media. Tools. Things we can turn on and off and plug in and unplug and dial up or down  – you know, just like advertising. It’s mechanical “things” – at least the media part of it. But social business – this idea that social will come in and permeate every singe section of a company – that’s waaayyyyy different. In fact, it can’t happen unless there’s a fundamental cultural change within a company.

And therein lies the problem. Impossible? No. Hard? Very. To walk in to a company and tell them that in order to become a social business, they’re going to have to fundamentally shift the way they think about everything they do – internally and externally – is a damn hard sell. Because changing the culture of the company is no easy task. Volumes have been written about it. But ultimately it comes down to a willingness to do it from all parties involved and a push from the both the top-down and the bottom-up.

I’ve been lucky enough to have been involved in word of mouth projects that have ignited cultural change within companies. I wish we could say that we set out to do it in the first place, but it was a result of a long-term, sustainable program that started under the PR division and then spread through marketing, advertising, HR, finance and so-on. It was amazing to watch and within 12 months, the entire company had begun to shift culturally.

So maybe that’s how you start. Small. Bit-by-bit. With something obvious that you know will begin to creep into the dark corners of a company and bring them into the fold. Telling a company of 400,000 people that everything is going to change is a lot harder than letting them see how you can take one section of a company, change it for the better and let them wrap their heads around it.

Change is hard. But when the right people (dare I say “influencers?”) within a company are dedicated to make it happen, it’s a beautiful thing. But before we go throwing around the term “social business,” let’s really be clear what we’re talking about.

Posted in: brands, marketing, word of mouth4 comments

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