I’m a big fan of Twitter search. I have a cool plugin for Firefox that brings back the latests tweets for a search term and displays them above the same results for Google. It’s one of the reasons that Google is rumoured to be building similar functionality, to bring back real-time, real-people sentiments. But does [...]
I’m a big fan of Twitter search. I have a cool plugin for Firefox that brings back the latests tweets for a search term and displays them above the same results for Google. It’s one of the reasons that Google is rumoured to be building similar functionality, to bring back real-time, real-people sentiments. But does Branding have to change in a world where only plain text is available? Without the fancy logo that surrounds your brand, can your customer find you?
Here’s an example to illustrate my point. Once upon a time there was a wonderfully innovative mobile phone brand called Orange. Famously, millions of dollars were spent to come up with the catchy strap-line “The future’s bright, the future’s Orange” and the brand became a case-study for marketing students of the 90’s.
But what happens to Orange when you take away the strapline and type just the brand into Twitter search? The results include chocolate sprinkles, a county in California, termites, Orange juice, orange rolls etc…
Try the same test with Vodafone. Type the single word with no qualification into Twitter and every single result refers to the mobile phone / internet brand.
Why is this important? Well increasingly, smart branding people are using sites like Twitter to monitor brand sentiment. The power of having an uncensored feedback loop from your customers around the world allows marketing people to tweak the mix to satisfy the needs of their audience. Monitoring brand sentiment on Social media platforms is in it’s early days, but it is a lot easier when you have a distinctive brand.
Try it for youself. What do you get when you type your brand into search.twitter.com ? Is it a lock-out? Is the whole page filled with people talking about you, or is it muddied with other things?
Or why crowdsourcing is trendy, but not always good…
Seems that a lot of social media evangelists, many of whom have almost no business experience, are proclaiming that crowdsourcing will spell the end of advertising and branding as we know it. The fact that many of these self proclaimed experts lump advertising together with branding in the first place suggests that they don’t really have a handle on marketing in the real world and are merely spouting something they read in a retweeted link to a blog somewhere (just like this one).
Those who would sign the death warrant of the advertising agency cite social media stunts run by large brands where their agencies were dropped in favour of contributions from the wider world. One oft-quoted case is that of the Unilever brand, Peperami. Many of the Twitterati have lumped the project in with consumer-generated ‘new flavour’ polls and revelled in the oncoming doom for traditional agencies. There is no doubt that ‘traditional’ agencies are struggling to come to terms with the new world order and many are bereft of new ideas, but what most social media tub-thumpers have missed is that Unilever themselves believe that the creative will probably come from professionals rather than consumers.
Noam Buchalter, Marketing Manager for Unilever’s Marmite, Bovril, Pot Noodle, and Peperami brands said in a recent interview:
We’re not really keen on the idea of fully open and public sourcing, as Walkers did on their recent crisp flavour campaign, our undertaking is to enter into a rigorous and serious creative process. The brief is relatively open, but people will have to work hard on their ideas, and part of the brief is also to produce print ads. It is open for everyone to enter, and we are hoping that many professional creatives will take part.
So in some cases, crowd-sourcing may lead to new ideas and the discovery of brilliant creative work. It’s also pretty cheap. The ‘prize’ offered by Unilever for the Peperami campaign was £10,000 and it’s hard to imagine one of Unilever’s preferred supplier agencies charging such a low fee.
Let’s not get carried away. Unilever have spent millions of dollars and tapped some of the best marketing talent in the world to establish the Peperami brand. It is therefore no surprise that creative minds can come up with new material given the brief. It would be a brave brand indeed that left their corporate identity to the crowd.
Incidentally, the ‘Walkers’ campaign alluded to was not so much a branding exercise as a mass-market focus group. There is no doubt that the internet and social media tools can help poll huge numbers of people very quickly, but how is a brand manager (a title also soon to be defunct according to some) to weigh a vote from Twitter user “sxychk25″ against letter writer; “Loyal customer from London”?
My own view is that crowdsourcing can reveal new creative talent in the way that the X-Factor reveals music stars, however these stars are probably not going to be ‘consumers’. Most brands aren’t lucky enough to have consumers that are so fanatical that they will give up their day jobs to do marketing for a large corporate without being properly compensated. While listening to your audience is important, the true marketing experts will still be required to synthesise the feedback and integrate it into the long term brand vision.
Brands that have established their core values will be able to take advantage of crowdsourcing in a more productive way, because consumers will be conditioned to working within the confines of a brand personality that has been created through millions of dollars of traditional advertising.
Finally, there is always a danger that crowdsourcing will lead to a dull average. Brands that are not well understood by consumers and have a mass market appeal may be tempted to please everybody and as a result fail to differentiate themselves sufficiently.
Marketing is changing, and social media is providing a way for brands to engage their consumers and develop relationships with them. Branding by consensus though will ultimately lead to watered down, politically correct, boring marketing. The strongest brands will be the ones that give their consumers the perception that they have an input but who have the courage to set their own vision and follow it.
