Archive for February, 2010

P&G, Olympics: A Meaningful Sports Partnership

Thursday, February 25th, 2010


Early this week I got a random email from a publication that was looking for me to weigh in on sports sponsorships and whether they are declining or changing due to economic pressure. Luckily, I just happened to have walked out of an all-company meeting in which our P&G team here at Bridge Worldwide shared their contribution to the Procter & Gamble Olympic Winter Games partnershipa tribute to Moms that brilliantly ties together multiple brands in a meaningful way.

In the past I have been fairly unkind to sports tie-ins in this blog. For example, a while back I criticized the practice using the example of State Farm’s naming sponsorship of the Major League Baseball Home Run Derby during All Star weekend. At best, most sponsorships are just the 3,001st meaningless ad impression that a consumer might see on a given day. At worst, and as Seth Godin suggests, they are a way for marketers to get a free trip to a game.

However I genuinely love the work that P&G has done on a corporate basis around this year’s Olympic Winter Games. If you’ve been watching the games, you have certainly seen a number of TV commercials for P&G products such as Bounty, Tide, and Olay. While it’s true that I’m not a fan of this kind of advertising, I have to admit that pooling together multiple brands for a single media buy is a smart approach to making the medium work harder.

But what is really special is how the company decided to make its partnership and mass media buy meaningful by embracing Moms. As part of its Olympics effort, the company is specifically directing funds toward the mothers of Team USA athletes in a program titled “Thank You Mom.” This “cause” within an Olympics partnership recognizes that the economy has made it tougher for families to afford to travel to see their kids’ special moments. It is also a perfect tie to the company and its brandsmost of which target mothers and are used by mothers for years in raising their children.

To bring deliver on the promise and address mothers’ needs. P&G is providing funds earmarked toward helping athletes’ families travel to the games in the form of debit cards that have gone to more than 200 individuals. The company also set up a special home in Vancouver near the games that provides a place for families to gather before and after events. (It’s a little-known issue that families can’t come into the Olympic Village where athletes stay.) And to honor these special mothersand build a connection to mothers everywhereP&G is using some of its media time for a series of truly tear-jerking videos. More than 130,000 people have chosen to view the video above so far on YouTube.  Kudos to Wieden+Kennedy for the nice work.

Online, our team helped activate the partnership with additional meaningful elements. There is the opportunity to download a $100 coupon book, which will help directly link the program to sales results. And we added content that cannot be found elsewhereincluding video interviews with Olympic Winter Games athletes’ moms, and blog recaps and live Twitter reports from the games. If you are touched by the content and tribute, you can even send a thank-you note to your own mother with this tool.

There are plenty of big companies such as Visa and McDonalds that are back at the Olympics again, and they have also purchased a lot of commercial time with game-themed ads. But I haven’t seen anyone who has worked to do something special, memorable, or meaningful with their large commitment. The bonus for P&G, should it choose to continue sponsoring in years to come, is that it can “own” this idea around embracing the unsung mothers and make future events bigger and better. And we hope to help continue this new tradition!

Hotel Seeds TripAdvisor Reviews

Tuesday, February 23rd, 2010

intercontinental trip advis

When checking out of an InterContinental Hotel in Toronto a few weeks ago, I encountered a new tactic in the sphere of social-media marketing. The woman at reception inquired about my stay, and I replied that it was pleasant (especially after she let me delay my checkout so I could get some work done in the room). Then she handed me the document above and explained that if I left a review on TripAdvisor, the hotel would provide me with a complimentary upgrade the next time I stayed there. I thought it was a very interesting approach to seeding reviews, and something I’m sure we will all see a lot more of in the years ahead.

Obviously, when a hotel rewards a customer just for leaving a review, it’s got to be Marketing with Meaning. The first, obvious benefit is that the customer has a chance to get a free upgrade at the hotel just for leaving a review and printing it out. A nice freebie such as this is always appreciated, and the hotel benefits by potentially locking in future stays by a recurring business traveler. The cost of an upgrade is likely very small as long as there are rooms available.

But the other great thing about asking for customer feedback is that this request itself makes people feel better about how they choose to spend their money at a key moment of truth. When we sign the bill at a restaurant or check out of a hotel, we are making both conscious and unconscious decisions about whether we would come back again. By visibly showing she cared with a physical card and direct offer, the hotel receptionist was planting a positive seed in my mind.

Flash forward to when someone such as me logs on to TripAdvisor to leave a review, and one is predisposed to want to say something positive. After all, the hotel cared so much that it was encouraging me to offer my opinion in a positive place. Even if things were not great, people will be more likely to give a company the benefit of the doubt in such circumstances. This reminds me of a study I read about how doctors who are nicer to their patients are significantly less likely to be sued for malpractice. And if all else fails, the fact that you have to print off your feedback and show it to the receptionist when you return means that you would be embarrassed to be too negative in a review.

I am a firm believer that the act of leaving a review is one of the strongest ways for “marketing” to make an impact on customers’ brand loyalty. Reviews take time, conscious thought, and a realization that what you say will be read by other peopleforever. This combination of factors builds strong, positive neural links in the mind. A traditional advertising “impression,” which leaves the short-term memory bank quickly, pales in comparison to this kind of connection.

And, of course, the final and possibly most important marketing benefit of this review program is that the InterContinental Yorkville has a much higher chance of receiving multiple, positive reviews on TripAdvisor, a leading online resource for trip planning. Reviews are rapidly becoming the main way that customers discover and decide on hotel choices. And if you really think about it, maybe the InterContinental should be putting 100% of its marketing budget into seeking more and better reviews. Millions of dollars of print ads in Sky magazine and billboards in airports can’t touch the power of landing “above the fold” on a review website where people are in buying mode. How would you allocate your dollars to ensure better reviews? Easy, you just hire the best people you can find and ensure that guests love their experience. In other words, you put your marketing dollars into the service itself.

I don’t know how long this program has been in use by the hotel, but it has a nice spot on the site as of this blog post. It is rated #6 out of more than 100 hotels in Toronto, and it has 167 total reviews.

If there’s anything negative here, it is that the users of TripAdvisor might not be getting the true, impartial reviews that they are expecting when people are biased by positive seeding such as this example. Interestingly, a growing body of examples shows that the average rating on product- and service-review sites is 4.0 out of 5.0 stars. In other words, everyone is above average when it comes to ratings. (We call this the Lake Wobegon effect.) But at the end of the day people are smart, and we all learn to seek multiple opinions and assume that people are predisposed to be either overly enthusiastic or negative in their reviews.

Kudos to the InterContinental Hotel in Yorkville/Toronto. I plan on staying there the next time I’m in town and encourage you to do the same.

(For more on the power of product reviews, check out this post on an email follow-up we did on a Healthy Choice coupon offer.)

Must Viral Videos Start with a :30?

Thursday, February 18th, 2010

Last week the folks at our office were passing around links to the commercial above from Old Spice. It’s another manly ad from the brand’s agency, Wieden+Kennedy, and it certainly earned lots of LOLs in our office space. I personally found it amusing but very rushed. Many of the words are said so quickly that I missed them and had to go back. I wondered why the pace was so quick, until I began to recall sitting in an editing suite reviewing commercials with my then-agency when I used to be a brand manager at P&G. It came together for me when I looked down at the total time of the video on the corner of the screen and saw :30. Yep, this was a TV commercial also uploaded to YouTube.

Now, let me begin by saying that I don’t have an incredibly strong opinion on this case. Regular readers know that I usually come down hard one way or the other in these blog posts. But in this situation I have more of a working theory to air—and I’m not soft-pedaling just because Old Spice is a brand from one of our big clients, Procter & Gamble, and one of my long-time friends works on the brand.

My working theory is that starting with the 30-second ad is no longer the right way to do branded video. Note first that I am talking “branded video” instead of “commercials.” I think a lot of smart marketers and agencies are starting to reset how they think about “sight, sound, and motion” and are defining their success by whether or not people are choosing to view and share their marketing, rather than the number of impressions that can be bought.

My point is this: In a world in which it is more important for people to choose to engage with video, you can work without the confines of a 30-second box. One of the best early examples is BMW films, which became a DVD series. Other examples range from Will It Blend to the recent Coca-Cola Happiness Factory that I blogged about a few days ago. In these cases the focus is on creating video that people enjoy viewing. With this freedom, filmmakers can go to two minutes and far beyond. Remember, 30 seconds is no magical measure of the ideal consumer attention span—but rather a number that worked for TV networks to slam in multiple messages between content breaks.

So it feels to me that Old Spice and its agency started with the 30-second hole to fill and fought to push its funny content into the box, rather than making the most fun video possible, posting that online, and then, perhaps, placing an edited version onto the TV screen. Then again, people have chosen to view the Old Spice video on YouTube about 1.5 million times (and counting). I might be wrong. What do you think?

Must We GRP-ize the Tweet?

Tuesday, February 16th, 2010

05_Flatbed_2 - MAY

This week our strategy team got up in arms around a question from a partner agency that focuses on traditional (i.e., non-digital) marketing, and I felt it was worth sharing and discussing here. The agency was working on a project for one of their clients and asked the question: “What percentage of tweets are seen?” The data team at this agency was sitting down to build an algorithm to model tweet impressions and was looking for our digital/social expert opinion. An interesting question, indeed, and an example of how much baggage we need to overcome to move to the next evolution of marketing.

First, to address the question directly, our own Jonathan Richman provided some insights on the challenges of measuring how many people see a given Twitter message. He brought up the points that tweet readership varies by the time of day, how many people retweet a message, how many followers they have, the number of lists people might be on, the use of hashtags (#), and the types of Twitter API readers that people are using. There are challenges such as the fact that the more people you follow and more people who follow you, there are more “impression opportunities” but the ability to pay attention to any one of the individual tweets goes down. Richman’s answer as to how you can calculate all of these impacts: You can’t.

I added my own two cents to his response: You shouldn’t.

I didn’t have to ask my partner agency for an explanation to see what they were trying to do for their client. In the traditional marketing world that still dominates, clients want to measure marketing in common terms. For years this least common denominator has been the “impression”; brands have bought TV, print, and radio ads in the cost-per-thousand-impressions format, which allows them to compare spending across any form of interruptive media. In theory, this also helps marketers decide where to focus their budgets and time. Our industry’s most-frequent response to new media is to try and stuff it into the box of old media, so that dollars can flow from one to the other with confidence. So the question: How many impressions does each tweet receive?

So lots of very smart people are now spending their time modeling impressions per tweet, just because it’s the model we’re used to. The very obvious problem is that this is the wrong way to measure new media and new marketing that tools such as Twitter are bringing to brands. If we want to win in a world of exploding social change and killer competition, we must invent new measurement models rather than forcing ourselves through something that means less and less.

Last fall I wrote about how we marketers must abandon the common yet meaningless measure of impressions and instead begin to measure engagement—a key step on the path to Marketing with Meaning. Engagement to most of us in the industry occurs when a customer chooses to spend time interacting with marketing. It’s actually something that can be measured across all media as well. You can count the number of people who, say, choose to watch your YouTube video, subscribe to your email list, or become a fan of your brand on Facebook. Sorry, you do have to do a little more modeling to gauge the value of these different types of engagement—but this is how we marketers must earn our salaries, rather than just turning our jobs over to algorithms and up-fronts.

So instead of trying to count how many people view a branded tweet so that we can compare impressions to TV and print, how about we count something related to engagement? On Twitter, this would be the number of people who sign up for a brand’s Twitter feed, click on a brand-related URL through Twitter, mention the brand in Twitter posts, or retweet something about a brand. These are all examples of customers choosing to engage with a brand and share it with their friends. These activities (note the root “active” versus “impression”) show times when someone is consciously, choicefully dialed into your brand.

And, of course, we could develop similar metrics for traditional advertising. We could count the number of times people subscribe to your commercials on their TV sets, or how many people bring in print ads and hand them to their friends. Wait a minute: You can’t do that. No one does that. Which is exactly the point.

Book Review: The Ubiquitous Persuaders

Thursday, February 11th, 2010

ubiquitous_persuaders

I will always remember the day I was most nervous about the launch of my book. It wasn’t the first day of sales on Amazon or my interview on ABC News. Rather, it was the day George Parker said he would review my book. In case you don’t read AdScam or haven’t grabbed a pint with him after one of his many conference appearances, George Parker is the man in the advertising industry who is most likely to say your work sucks. He is a lifelong advertising veteran, but no longer has to kiss clients’ and bosses’ asses—and he regularly uses his wit and stage to tear down the worst of our industry. But we decided to send him a copy of my book anyway. We figured that he and his audience would agree with our book topic, and, frankly, I wanted the Simon Cowell of our business to tell me whether I have any talent. Luckily, he gave my book a very positive review. And now I want to return the favor.

George’s most recent book, The Ubiquitous Persuaders, is a must-read for anyone who works in the world of advertising agencies, or wants to learn how this business really operates. Not only does he help us laugh at the worst parts of being in this business, but he takes us on a journey through the struggles to figure out what to do now. He hits topics ranging from the rise of ad-agency conglomerates (we’re a member of one of them, WPP) to pharmaceutical marketing to the politics of political advertising. Throughout the book, he brings in countless anecdotes from his long career on the front lines.

It is truly refreshing to read the completely honest opinions of someone in the ad business. We do not see this very often—mainly because all of us working in advertising are afraid to burn bridges with past, present, or future clients. One of my favorite lines, for example, is something none of us would dare say:

“As anyone who’s been in advertising for any length of time knows, it is quite possibly the dumbest business in the world.”

I have to admit that “advertising” as an occupation can be pretty dumb—especially when you’re doing things the interruptive way and in those times when you are forced to give your client what they want, rather than what they need.

But Parker goes on later in his book to suggest that meaningful marketing is the path to success for those of us who don’t want to do things the dumb way:

“Successful practitioners of the advertising arts will be those who can create effective communications without obvious intrusiveness.”

So give George Parker’s latest book a read. I guarantee that you will laugh out loud for a few hours—and you just might discover some smarter ways to survive this crazy advertising business.

How Magazines Are Becoming More Meaningful

Tuesday, February 9th, 2010

magazine

A little more than a week ago, I spoke as guest of Better Homes and Gardens to a group of marketers and media planners in New York City. For the weeks leading up to this presentation I had been collecting examples of how magazine publishers are adapting to the new world of digital content and meaningful advertising. What I discovered is that despite the predictions that the magazine business is fading, there actually is an incredible rebirth of the medium going on.

First let me call out that this breakfast at Better Homes and Gardens is itself an outstanding example of Marketing with Meaning. Along with my speech, the magazine brought in Robert Levy, who shared insights from his group’s most recent study of consumer habits and attitudes around new products. The magazine provided valuable, free content to the marketers that it works with—in a way, investing in their careers, rather than just giving them cheaper ad space. This is a lesson in B2B marketing that I wrote about several months ago here.

One of the most remarkable examples I discovered was the December 2009 issue of Food Network Magazine. As described in this article at Talk Back Media, much of the advertising in this issue offers added value content. For example, an ad for Hillshire Farm and Hamilton Beach had tear-out recipe cards, and an insert from Viva paper towels included tips for keeping the home clean. These are great examples of Meaningful Solutions.

I also dug into the archive for an example in which Wired magazine partnered with Xerox to create a limited number of magazines with actual subscribers’ faces on the covers. The experience was tied to an issue focused on digital personalization, and allowed Xerox to feature its new small-batch printing equipment. While it was a great opportunity for those who got their own covers, there were a lot of people like me who were disappointed because of the limited number Xerox made.

One of the great lessons here is that some of the best magazine marketing occurs when an advertiser dedicates a significant portion of their budget with the specific title and builds ideas together. This flies in the face of the traditional media approach, in which agencies come up with the ideas, and media buyers seek out many titles and the lowest possible ad rates. With a partnership, the magazines can bring much more creativity into the marketer’s business.

It reminds me of when I was launching the Mr. Clean AutoDry Car Wash business for P&G in 2003. I met with the leadership team of Motor Trend and we put together a deal in which we agreed to a year of back cover ads at a reasonable fee. In return, our product was used and reviewed by its editors, and received a “Motor Trend Approved” endorsement that we used on our package. This helped us get over the main barrier to purchase—that car guys would not believe our product actually allowed a car to dry without spots. I recall many discussion boards around the time of our marketing launch where guys said, “If the people at Motor Trend say it works, then I believe it.”

In the future, smart magazine publishers would be wise to insist that their advertisers be more meaningful, and consult with them to help them succeed. The reason is that the ads are part of the reading experience, and the more valuable the entire reading experience is, the more people will subscribe. It will take a publisher to show some guts for this to happen, though.

Although these examples show that meaningful marketing can find a home in magazines, it is interesting to wonder whether or not market shifts could make advertising a lot less important to content makers like this. Overall, advertising is a “necessary evil” to publishers. Their desire is to make a magazine that people love and choose to subscribe to. Advertising makes up for the difference between subscriptions and the cost to publish the magazine. But what if new devices such as Kindle and the iPad, and new payment schemes that allow a cost-per-article revenue model, end up making the quality of the content the driver of business? Imagine if magazine publishers could get rid of the advertising sales department and just make great content? It might seem like a long way off, but if I were starting a magazine today, I would try to figure out how to build a business that doesn’t even require an advertising model.

Why Write a Book? For This Guy

Thursday, February 4th, 2010

open letter

This week I had lunch with an old friend who had not yet heard that I recently wrote a book. His first question was: “Why did you write a book?” It’s actually a question that I get a lot. It’s not that people believe that writing a book is a dumb idea. Rather, most people understand that it is a huge investment in time and energy on top of a day job, so they wonder what motivation drove me to make it happen. There are many answers that I give to this question. I usually talk about how I grew up with a father who wrote several books and his experiences struck a chord with me. I mention that it is a chance to help grow the profile of our business and serve as a point of pride for our agency, Bridge Worldwide. But at the end of the day, the reason I wrote the book was for people like Jason Sokol, who last week wrote “An Open Letter to Bob Gilbreath.”

In a post on his blog (please read it above or at this link), Jason shares the story of working at a large company and working to make changes in how the business does its marketing and sales. He writes about how the book was an inspiration, and he used it to craft a manifesto email for his senior leadership. The ideas in the book gave Jason “the leverage [he has] needed to make a difference.”

For me, this story represents the absolute height of personal satisfaction. When I got up at 6 a.m. every Saturday and Sunday for months to write the book, I was always thinking about people like Jason. I remembered being in his shoes, struggling to make changes in a big company that had been doing the same (broken) things for so long, and drawing on the words and suggestions of authors such as Seth Godin. I wanted to write a book that brought great ideas, along with tips on how to convince an organization to go along with them. My goal was not to sell a bunch of books, or even to have lots of people talk about it. I knew that I would fail if the book was unable to actually effect change in how companies work.

Ironically, last week Seth Godin wrote a post titled “Why write a book?” In this post he writes about the many reasons to write a book, and mentions that articles, blogs, and even tweets can all have some power to benefit others. But books can do something more:

“The goal isn’t always to spread an idea. Sometimes the goal is to make change happen…. If you want to change people, you must create enough leverage to encourage the change to happen.”

Godin’s point is that books are powerful tools that give great leverage to ideas. A book takes time to read and absorb; it is a journey into the mind of the author. The publishing process helps ensure that only a relative handful of the best ideas make it to the shelves. This power of a book is that it gives ideas more leverage to impact people’s lives and make change happen. Jason takes the idea of “leverage” further, by showing how a book can serve as the leverage he needs to make change.

This really represents the Purpose of my life: I want to figure out how the world works, and give as many people as possible ideas and tools to make positive change. I know that more than 10,000 people have purchased and read the book so far, which is great sales-wise for a marketing book after only a few months. But now I know that at least one person has been able to use my book to make positive change. That alone is worth everything that I put into it. My thanks to Jason for sharing his story—and I hope many more readers write their own meaningful marketing stories in the years to come.

Don’t Fear the “Splintered Web”

Tuesday, February 2nd, 2010

Apple-iPad-001

It didn’t take long for Apple’s iPad announcement to be co-opted by industries that worry about how the iPad will upend their legacy businesses. You might assume this to be the book publishers, who might fear lower margins on e-books, or newspapers, who are struggling to figure out how to profit from companies that make it easier to enjoy their content at no cost. But actually the biggest voice against the iPad so far is my very own industry: Digital Advertising.

Late last week two of the leading voices of digital marketing emerged with very public warnings for the advertising world if “walled gardens” continue to proliferate. In his blog, Randall Rothenberg, President and CEO of the Interactive Advertising Bureau, claimed that the iPad is a “threat to advertising.” And Forrester’s Josh Bernoff, the co-author of Groundswell, wrote in Advertising Age and his blog about how this new technology and others “means the end of the Web’s golden age.” When these two people quickly jump to pull the fire alarm, we all should probably listen.

Their overall argument is that the rise of new devices with proprietary software such as the iPad, Kindle, Android, iPhone, Facebook, and TiVo is ushering in an era of a “closed” Web. Bernoff calls this “The Splinternet” to suggest that we are splintering off into many sub-Webs with their own rules and access privileges. Rothenberg calls these “attempts to semi-privatize the Internet.” What both men fear is that this will make the jobs of marketers and advertisers much, much more difficult because of the additional work needed to adapt advertising to multiple relationships, creative units, and measurement standards—among other limits to “scale.”

From the leader of the biggest representative of the digital advertising industry, Rothenberg’s words carry a lot of weight. He is fearful of how this proliferation of semi-private Web devices will significantly weaken his members’ businesses:

“Put simply, a company’s opportunity to create, sell and use advertising effectively and profitably will depend on its ability to deliver it seamlessly across multiple devices…. …The creative agencies on the IAB Agency Advisory Board have said categorically that their single greatest obstacle to advertising effectiveness and growth is their inability to deliver the same rich-media ads to tens of millions of households across multiple sites because, as they put it, ‘the rich media toolkit differs too much from site to site.’”

As a former client-side digital marketer and current leader of a digital advertising agency, I certainly appreciate Rothenberg’s representation and passionate focus on protecting and improving our industry. However, I humbly disagree that this “splintering” of the Web will kill digital advertising. It might kill mass, interruptive banner advertising, but it is already ushering in incredible new forms of meaningful marketing.

First, the reality of economics is that you often have to get some level of privatization for market economics to take hold. Apple has created a great deal of privatization in the music industry through the iPod. This has led to a real, thriving marketplace in which Apple has an incentive and ability to continually improve the user experience. The better it makes iTunes, the more music it sells. Further, consumers like that Apple is protecting them from porn and malware. Many real, thriving businesses and happy consumers have been spawned by Apple’s efforts so far. The old music industry (like the old advertising industry) did not like how this market opened up, but it was their own fault for not accepting the change and figuring out how to win.

Google has also privatized the Web in a way, too. It has a search engine that sets rules about the content that it crawls and ranks, filtering out the “open” Internet into a closed ranking system that it alone fully controls. Its algorithm treats some content better than others, and the company even decides which countries’ laws it does and doesn’t want to obey. The result: A fairly well-organized tool that has made consumers’ lives much better, and created billions in value for both shareholders and advertisers. Again, this has taken money away from old advertising players such as traditional agencies and the Yellow Pages. Sorry, guys.

At the end of the day, marketers were not put in their jobs to ensure that the mass banner-ad market keeps running well. Marketers want to sell their products and services. Interruptive advertising spread across many digital properties at once is but only one of many ways to achieve this goal. In fact, it is a marketing strategy that is looking worse and worse—both in the online and offline world—whether standardization exists or not. People pay decreasing attention and trust to the growing number of interruptive ads that we experience in our lives each day.

On the other hand, tools such as Google and the iPhone are allowing marketers to find and forge meaningful connections with their customers and add value to their lives. Tools such as Nike+ or Kraft’s iFood app are not “easy” for marketers to execute with the push of a single ad unit. But they are taking marketing to a much higher level both in terms of the impact on customers’ lives and the company’s bottom lines. Standardized banner ads are the absolute least interesting way to win in this exciting digital world. I think leaders such as Rothenberg and Bernoff can take the bar much higher by helping us adjust to where the marketplace—and society—wants us to go.

I believe it will be impossible for the advertising tail to wag the device/technology dog. One might argue that profit incentives will press device manufacturers such as Apple and Amazon to embrace standardized ad units. But frankly there is probably not enough incentive for them to do so. First, why adjust everything to make $.01 per viewer (or less) in ad revenue when the same viewer will pay $.99 (or more) for apps? The economic pressure is to dump the ad sales force and hire more software designers to keep upgrading the devices. Second, by embracing standardized units these companies are selling out their superior user experiences to the lowest-common CPM. Making all media and devices equal devalues the difference of an iPad.

As a digital advertising industry, we need to force ourselves to stop trying to dumb down our work to standardized banners and counting impressions. We must become more focused on making digital marketing work—especially in a way that has a positive impact on people’s lives. Instead of holding up a sword against the horde of change, our industry needs leaders who will help marketers understand the reality of societal change and start building what works next.

As I wrote in a guest post on the 1to1 Media blog recently, mass, interruptive scale might die—but meaningful, personal connections between marketers and their customers will rise.