Archive for the ‘Experience’ Category

Back to Marketing Basics at the Blackberry Farm

Thursday, August 5th, 2010

This year I started a new tradition with our Strategic Planning Group at Bridge Worldwide. We’ve been taking the afternoon of the first Friday of each month to get out of the office and experience something together. While it’s great to do some team bonding, the main reason for these events is to give ourselves some firsthand experience in something new that might spark insights and ideas for the work we do every day. After all, marketing to me is really about figuring out how the world works and what people want. So by getting some new life experiences and seeing people in different situations we can be better at our jobs. Last week I decided to take the team blackberry picking, and the purpose of this post is to share a few things that we took away from the experience.

We spent last Friday afternoon across the river in northern Kentucky at Barker’s Blackberry Hill Winery. It is literally a mom and pop farm located past a maze of gravel farm roads that barely register on Google Maps. We all eventually managed to find the place and discovered a lovely few acres of blackberry vines at the top of a small hill. The older couple who runs the farm pointed us to a pile of buckets and boxes and set us loose picking up and down the rows of fruit. Within minutes our hands were purple from picking the delicious fruit and—being strategists—we all started working out the best way to find and pick the most/best blackberries possible. We shouted tips and discoveries over the vines and smiled as some of our team members’ children shouted with glee. After picking for about an hour we headed back to the small farm shack to weigh our berries and pay for hauls. I think the price was something ridiculously cheap, like $2 for a bucket, and $2 per pound of berries. As we left, the owners gave us printouts of blackberry storage tips and handed out Popsicles for the children.

It was a great afternoon, and we finished it off by debriefing over beers on the backyard deck of one of our team members. There were a few key takeaways that we all agreed on:

  • There is something powerful in the “return to basics.” The more digital we become as a society, the more people will start to feel a desire to “unplug” and have some RL (Real Life) meet-ups and hobbies. And the more things we can consume cheaply, the more people will start to feel a desire to invest time and money in things that are rare and antique, and that take time, skill, and patience to attain. We see this in the rise of knitting shops, organic farming, backyard chicken coops, and letter writing on hand-printed stationery. An interest in growing and picking your own produce is a great example of this return to basics. We enjoyed seeing our hands turn purple and us getting lost on gravel roads just to get a few pounds of fruit.
  • Experiences are everything. One of the quotes that I threw out a lot for our team is that, “For the rest of your lives we will remember going blackberry picking together as a team activity.” I have often written in this blog about the impact of experiences, and data that shows how people value and recall experiences at very high levels. Building on the previous point, at a time when anyone can get anything they want online or in stores, we are compelled to look for the new and the rare in experiences that are truly unique and more memorable than any mere purchase.
  • It is something children and parents can enjoy together. As a parent I can tell you that it seems increasingly difficult to find activities that everyone fully enjoys together. I feel like I have to drag my kids to my favorite restaurants, and they have to drag me to watch the latest kiddie movie at the theater. But blackberry picking is great fun for anyone, and something even more enjoyable when you do it together. One parent’s son said that blackberry picking was like “hunting for treasure” and I think he really nailed something deep for me, too. There is something deep and timeless about exploring the outdoors and discovering the treasures of nature—whether it is a plump blackberry, a turtle in the creek, or that perfect climbing tree.

Of course we also gave some thought to how brands might embrace small farms and handpicked produce to advance their marketing objectives. A few brands are already getting close to this area. For example, Kraft’s Triscuit brand is starting do things to embrace and encourage the home farming movement. At this website, the brand shows a map of home and community farms throughout the country. It is also teaming with an organization called Urban Farming to start 50 community farms, and included seeds in specially marked boxes. Meanwhile, the Cascadian Farms brand at General Mills, which is one of the largest organic food companies, has taken to the Facebook world of FarmVille, where people can grow virtual, branded organic crops.

I think there is a big opportunity for a leading food brand to do more to help create experiences like ours. What if a brand such as Cascadian Farms, Green Giant, or Birds Eye actually discovered small farms near major markets like the one we visited and partnered with them to encourage more people to have a picking experience? There could be various ways that the brand could partner with local farmers—perhaps investing a few dollars to improve their operations or upgrade their websites. (This one for our blackberry farm is broken, for example.)

But the bigger lesson here is that we all need to get away from our desks together once in a while and return to the RL. You just might discover a new way to build your business, and yourself.

Bounty Experiments in Brand Experience

Thursday, April 1st, 2010

bounty mess outside

On Tuesday I shared the story of my visit to the American Girl Store during a Spring Break trip with my daughters to Chicago. It is one of the longest-running and most-successful examples of meaningful-marketing experiences. While I was in the area, my girls and I also had a chance to check out one of the newest examples of a brand experience—the Bounty Make-a-Messterpiece. This new concept aims to give kids a place to learn, play, and create—without worrying about messing up the house. And while it’s too soon to say that these will be sweeping the nation, it’s a brilliant way for a brand to test out its purpose and to learn by doing.

(Full disclosure: Bounty is a client of ours and I am definitely biased in my reporting here, so please take this more as a personal example than a deep analysis.)

Located in one of those new kinds of outdoor malls in the northwest suburbs of Chicago, the Make-a-Messterpiece concept offers a place for parents (I was the only dad there, even during their Spring Break) to bring kids for an hour or two. Upon walking in you notice a large, open, and friendly space with several sections of specific activities. Parents pay $10 for their children to enter and get access to some of the basic art centers, and there is an additional $5 cost for a special-project area. This seemed like a smart pricing idea, as it provides options for multiple budgets and time availabilities, and gives kids a chance to choose.

I let each of my daughters choose an activity for both of them to do. First, they did “The Drum Roll”—which is essentially a special room with piped-in music where they banged on drums filled with paint. No art was created, but they had a blast. Next they painted pictures in the open workspace in the center of the room. Finally they finished with a project in which they made bird feeders using old Bounty paper towel rolls, honey (for glue), and birdseed. I was happy that the instructor for this project taught them a few facts about birds along the way.

My kids had a great time. They came away with paintings, bird feeders, and some nice memories of the experience. It was something they said they would like to go to again some time. (We’ll need one to open in Cincinnati, though.) From a parent’s perspective, I liked the chance to disconnect from the real world with them for an hour, and I felt much better about bringing them to this option rather than something like Chuck E. Cheese’s. The staff was all young, smiling, helpful, and smart—basically like a group of the world’s best babysitters.

As a marketer, I liked the Bounty Make-a-Messterpiece for a few reasons. Overall, it is a way for the brand to truly bring its Brand Purpose to life. Bounty’s purpose of a brand is to encourage families to “go for it”—to have fun, tackle projects, and basically enjoy life together without worrying about the messes and spills that freak us parents out far too much. What I love about this is that as a parent it completely resonates with what I have come to discover about myself as a parent. We all have these moments when your child, say, asks if she can make the peanut butter sandwich for lunch. Your first thought is how it will turn into a mess and it would be easier for you to just make it. But then something clicks, and you realize that she needs to learn, she wants to learn, and you’ve got plenty of Bounty on hand to clean up the mess. That’s why you work hard for the money to afford quality paper towels. And you go for it.

In creating this actual experiential business, the Bounty team has a chance to take its brand purpose to the next level. Instead of watching parents and kids in focus groups, the team can take a road trip to see real families engaging with a real experience that the brand has created. For a marketer, there is nothing more important than seeing how your brand can directly impact people’s lives.

Of course this was very effective marketing for Bounty as well. The brand is seen as enabling this clever idea and fun activity. There are plenty of Bounty cleanup stations throughout the facility. And the premium feel of the experience ensures that Bounty has a premium reputation for all who enter the facility.

I can’t say if this store is turning a profit or whether we can expect to see dozens of them opening up in a city near you. But I can say that my family had a great time and will treasure our time at Make-a-Messterpiece. And I give tremendous credit to the Bounty brand team and its experience agency, Gigunda, who took risks to turn this idea into reality.

Here are some additional fun photos from our trip:

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American Girl Store Masters Experience Marketing

Tuesday, March 30th, 2010

american girl cafe

Last week my daughters were out of school for Spring Break, and because my wife was working hard on renovating a house we purchased and I’ve been away from home a lot, I decided to take my girls on a Daddy-Daughter road trip to Chicago for a few days. Of course many of you know by now that Girls + Chicago = American Girl Store. It’s a rite of passage for many parents and daughters to trek to this doll mecca. For me, it was a chance to not only get some quality time with my girls, but also an opportunity to check out a marketing destination that I originally read about years ago in the book The Experience Economy. I can say that all of our high expectations were met or exceeded.

We stepped into the store just after its 9 a.m. opening last Thursday, which gave us the chance to roam around with few other people. The store is set up a bit like a museum, with areas for each of the specific American Girls that are currently being sold. For those who are unaware, the dolls take on personalities of everyday people from specific dates and times in American history, ranging from New Mexico in the 1820s to Colorado in the 1970s. Each doll has a specific station with a look and feel of this time in history, and of course boxes of clothing and other accessories available for purchase.

In addition to these shopping zones, the store had several opportunities to create an experience. We first stopped at a photo booth where each of my daughters got pictures with their dolls that were turned into actual magazine covers. Unlike the annual school-photo rite of passage, it wasn’t hard to get them to smile for these pictures. We also strolled by a hairdressing station where you could get your doll’s hair de-tangled and braided (among many other style options). Another mini-store offered the chance to design a T-shirt for your doll. And there was also a clinic for doll repairs.

But the highlight of the trip was our lunch in the American Girl Cafe. As you can see from the photo above, it was a very cute (very pink) affair in which the dolls were given special chairs to join us at the table. The lunch consisted of several small courses of family-friendly food. Our waiter was extremely nice and made the meal even more fun. There were nice touches such as a box of questions to encourage conversation, such as, “What is the biggest dream you have?” And although I was just about the only solo-flying father in the building, I felt very comfortable—and left very full.

In The Next Evolution of Marketing I include a sub-chapter in which I describe the power of creating experiences such as this. One study I cite shows that happiness created by experiences lasts much longer than what comes from mere products. In the case of my daughters, our trip to the American Girl store got them more interested in their dolls before, during, and after our trip. I wouldn’t be surprised to see several AG-related items on their Christmas lists this year. So turning a store into an experience is clearly a marketing strategy that is working for the brand. But this marketing experience is a significant revenue driver as well. Between the meals, photos, and one additional item each, I think I dropped at least $300.

And for this dad, $300 was a small price to pay for an experience that I will remember and cherish for the rest of my life.

Golden Tee Video Game Extends Experience with YouTube

Friday, November 6th, 2009

golden tee youtube

A few weeks ago I was having a beer with a friend at a local watering hole, and something caught my eye in the background. It was a YouTube logo that flashed on the screen of the Golden Tee virtual golf video game machine behind our table. Being a passionate meaningful marketer and always on the lookout for a new blog entry, I ran over to the game to check it out. I discovered a very cool add-on to this ever-popular bar game.

One of my personal goals in my job as head of strategy at digital agency Bridge Worldwide is to convince my clients that they don’t necessarily need a “social-media strategy.” Yes, heretical as it might sound, social media such as Twitter, Facebook, and YouTube are all important and offer great marketing opportunities, but that does not necessitate a specific “strategy.” Rather, we should stick to strong overall marketing strategies, and discover ways in which new social-media tools might fulfill a need or take advantage of an opportunity. A few months ago I made this point here and used an example from New York’s Museum of Modern Art to show how great social-media ideas can deliver on a solid marketing strategy. Let me try that exercise again here in an effort to continue to make my case.

Background

Golden Tee is a coin-operated (i.e., arcade-style) golfing game that was introduced in 1989 . The game is produced by Incredible Technologies, the largest producer of these types of games in the world. Golden Tee is its biggest platform, and there is an update to the game system each year. Just like producers of home sports games such as Madden NFL and Tiger Woods PGA Tour, Golden Tee must add must-have features to its game system each year in order to keep players and bars interested.

Business Objective

Like real-world golf, Golden Tee (GT) is not for everyone. It is played in bars, standing up, with loud music in your ears. It takes some time and skill to master the roller ball used to hit the ball. It also sucks a lot more quarters from your pocket than what casual users are used to. In my personal experience, it normally attracts two or three guys who spend hours at a time on the machine pumping dollars into it.

My assumption would be that the company has a very thin number of customers who are responsible for a vast majority of the playing time. So GT’s business objective is likely something close to: Increase the playing time and occasions among regular customers. This puts more dollars into the machines for GT, and bars love their share of the cut and added drink and food sales, ensuring that they make the move to the annual game upgrade. And it is a business objective that is very easy to measure.

Customer Insights

First, these regular players are very competitive. They spend hours on the game going against close friends, and I’ve seen rampant wagering (often for the next round of brews). There is even a national tournament for GT players. One thing you have to know about competitive players of ANY game is that they love to remember and share the stories of their greatest feats. Basketball players remember their greatest shots. Regular golfers love to talk about their longest drive or first birdie. I will never forget taking the lead for my team at 5 a.m. in the Bourbon Chase run a few weeks ago. That’s the key insight for passionate players of any game or sport. The more we remember and share, the more the game becomes a special part of our lives, and the more we will (pay to) play.

Strategy/Execution

Put these together and the strategy is simple: Find ways to help regular users remember and share their greatest shots. But how do we deliver on this idea? Back in my days of playing at arcades this would be a real head-scratcher. The closest thing I can remember from those days was that Activision had a program in which if you got a certain high score on one of its Atari 2600 games, you could take a photo, develop it, and mail a copy to the company, and months later they would send you a commemorative patch. I still have a towel that I sewed all my patches on somewhere (unless my mom or wife has disposed of it by now).

Here’s where digital and social media come in: They give marketers unprecedented tools that allow them to deliver on strategies in amazingly rich and cost-effective ways. Golden Tee now flags certain “Great Shots” in the game (holes in one, for example) and provides players with a code that they can use to see and save a replay of the shot on their computers back at home. GT uses YouTube, a free, ubiquitous service that allows the company to organize all of its videos and provides players with a way to share them on their personal websites and social-networking profiles. Here’s one completely random example of a Great Shot from a player named “sixfootsixbrad”:

Results

The folks at Golden Tee have not shared results that I can find about the program or how it has affected their sales, but that won’t stop me from trying to measure it. On the Golden Tee YouTube channel, more than 58,000 videos have been uploaded by players. Most videos have anywhere between a handful and 100 views, and the most-viewed one has more than 7,000. My guess would be that there have been at least 1 million collective views of these user-generated videos in the year or so that the tool has been in use. If this is compared to the many other user-generated video contests, it would be at or near the top in terms of total participation and views. Not bad at all.

More evidence of success of the program is seen in the recent upgrade to Golden Tee 2010. Now the game maker has added the ability to update your Facebook status through the game itself.

The Lesson

The folks at Golden Tee might or might not have gone through my specific steps to come up with the idea of integrating with YouTube. However, I would bet a lot of quarters that they also didn’t pay an agency to “come up with a social-media strategy.” The company might very well have simply come up with this idea out of the blue, but it was a deep understanding of their marketing strategy and consumer needs that led them in this direction.

Brand managers don’t need a social-media strategy. They need to understand what social media is and what it can do for brands and their customers. Then, by laying out strong marketing strategies, they might find new and powerful ways to deliver on them.

Phish Has Halloween Fun and Serves Marketing Lessons

Monday, November 2nd, 2009

phish festival 8

Last week I wrote a recap about how BlackBerry bombed in its “love” for the band U2. At the end of that post I praised U2 both for putting on a great show and for giving it away for free on YouTube. Today I wanted to share the story of how a band at the other end of the musical spectrum, Phish, continues to draw loyal fans by adding fun experiences to the period leading up to its shows. Phish’s annual Halloween act shows how entertainment properties must keep their act fresh, and I believe there are lessons for any brand in how to be meaningful by just having fun with your fans.

Jessi Link, one of our search stars, clued me into the Phish Halloween experience recently and I was very impressed. Every year the band plays a “festival” in which it is the only band. It usually goes over a few days around Halloween and there is a buildup for very loyal fans around where they will play and what they will play.

For this, the 8th year, Phish decided to have a little more fun with their audience. The band started out by putting up a map of the U.S. and an announcement to “Save the Dates” of October 30 through November 1. On the Phish: Festival 8 website, the band gradually removed states from the map over a series of days to narrow down where they would actually be playing. Of course the removal had to be done in Phish style; for example, some were carried away by ants, others were turned over by Vanna White, and one floated off with a hot-air balloon. You can see one screenshot of the map in progress below. Eventually the state of California was unveiled as well as the specific venue: the Empire Polo Fields in the city of Indio.

phish savethdate

But that was not the only suspense around the annual Phish fest. Another Halloween tradition of the band is to play what they call a “musical costume” each year, which is an entire set from another band’s specific album. Past show “costumes” have included The Who’s Quadrophenia and The Beatles White Album. Like the disappearing-states act, Phish put up 100 different albums on a virtual board and gradually “killed” them until there was only one “left alive.” After some teasing around Michael Jackson’s Thriller, Saturday night the band played The Rolling Stones’ 1972 double album, Exile on Main St.

Reports say that around 40,000 fans attended the Phish event Halloween night. Not bad for a band that has played thousands of times and doesn’t have a single major hit record or song. Instead, Phish plays great music for a loyal following, and understands that the more they have fun with their shows and their fans, the more successful they will be.

A Meaningful Experience Through Bourbon Country

Monday, October 12th, 2009

bourbon chase

We’ve all seen our share of bad event sponsorships. Most of the time sponsorships just look like another paid logo on the side of a banner or are randomly mentioned by an announcer during a sporting event. Last year I wrote about one of thousands of examples—that of State Farm insurance and its sponsorship of the Major League Baseball Home Run Derby. But over the weekend I got to enjoy a very meaningful event that brought me closer to several companies and an entire state region.

Over the weekend I joined the inaugural Bourbon Chase run across the center of Kentucky. It was a 200-mile relay race with 170 12-person teams that started on Friday morning and went through the night until the finish Saturday evening. One of my friends asked to join a team with 10 strangers—all 30- and 40-something guys like me who were looking to put our running skills to the test in a fantastic challenge. The teams all begin with staggered starts that are aimed to spread out the runners and get them across the finish line in a similar window of time. Each runner took three turns of running without about 6 hours between each turn, with distance ranging from 4 to 8 miles per run. It was a fun and challenging event and I would highly recommend that anyone who can form or join a team for one of these long-distance relays to go for it.

As you can probably guess from the title, this run went through the heart of the world of bourbon and Kentucky whiskey brands. The region is home of distilleries for brands including Maker’s Mark, Jim Beam, Woodford Reserve, and Wild Turkey. And the “Bourbon Trail” is rapidly rising as a tourist destination experience. Like many wine regions around the world, the Bourbon Trail offers incredible scenery, history, education, and diverse sips of high-quality spirits.

From a marketer’s perspective, I really loved how these bourbon and whiskey brands threw themselves into the race with open arms and giving hearts. This race was the first of its kind in the area and most companies would probably be too cautious to embrace 2,000 sweaty runners coming through their distillery compounds at all hours of the day and night. But the people who work at these distilleries bought in and helped us have a wonderful time. I’ll always remember the good folks at Four Roses setting up a snack stand for us at 5 a.m., and I heard stories of the people at Woodford Reserve opening up their warehouse to shelter people who were stuck sleeping out on the grass outside. They all probably thought we were crazy, but they did their best to keep us fueled up and having fun.

Meanwhile, we had a chance to learn and sip along the way, too. I got to taste the difference between oak-aged and unaged bourbon during a Maker’s Mark tour. I learned that Four Roses bourbon combines five proprietary yeast strains with two separate mash bills to produce 10 distinct Bourbon recipes. And I got to see the Woodford Reserve “barrel run,” a kind of iron railroad track that is used to roll barrels from the distillery to the warehouse for aging. At the celebration event in Lexington Saturday night, all of the participating brands lined up to provide a free tasting for all runners.

By experiencing something about the makeup of both the bottles and people of these brands, we all enjoyed a special experience that we will remember for our lives. The running challenge, team camaraderie, beautiful countryside, and good people and brands of the Bourbon Trail will make this dark liquor an enjoyable staple for years to come. That, my friends, is how you meaningfully sponsor a sporting event.

I leave you with one picture of a teammate running through this gorgeous country near the Maker’s Mark distillery:

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Dunkin’ with Meaning

Friday, September 18th, 2009

dunkin with meaning

Regular readers know that I’m a big fan of any marketing campaign that gives people the chance to squeeze their creative juices in and around a brand.  So it should be no surprise to hear that my favorite case study from the iMedia Brand Summit where I spoke this week was the “Create Dunkin’s Next Donut Contest.”  The case was presented by Cynthia Ashworth, Dunkin’ Donuts VP of Consumer Engagement (a title the audience loved).  It was obviously not the first “make your own product” contest, but the results show that people’s hunger to be creative and make a brand their own can never be satiated.

Business Challenge

In 2008, Dunkin’ Donuts saw the donut consumption rate among its core users drop.  The main cause was the concern about carbs and growth of the Atkins diet. Franchises were looking for help from the corporate brand to increase sales of this key profit and passion driver.  The company took several measures to improve, including various promotions and some new product launches, but a bigger marketing pop was required to jump-start sales.

Insight

Dunkin’ Donuts ran research with lapsed donut buyers.  They found that there were two key drivers of their love of donuts: (1) variety of choices and continuous new options, and (2) nostalgia for simpler times and basic pleasures.  The marketing team identified a “sweet spot” for its efforts to do something that rekindled these desires for variety and nostalgia.

Solution

The brand responded with “Create Dunkin’s Next Donunt,” a chance for the company’s core fans to have a hand in adding to the variety of the lineup, while triggering nostalgic memories of their first Dunkin’ Donuts experiences.  PR, TV, in-store, and out-of-home advertising drove fans to a very slick online donut creator developed by our WPP sister agency, Studiocom. Of course, the agency included a bevy of ways to share creations via social media. Many of the 12 finalists actually created and drove traffic to their own Facebook pages, which they used to solicit votes.

There were four key opportunities for press coverage and consumer engagement in the campaign: the contest announcement, the start of the contest, the vote for finalists, and the announcement of the winner. The winner turned out to be Jeff Hagar, with his creation, “Toffee for Your Coffee.”  Here’s a YouTube video from the brand that offers a great recap of the contest:

Results

The contest was an unqualified success.  In terms of engagement, there were 129,000 entries and 174,000 votes, and people spent an average of nine minutes on the site.  There were 90 million national media impressions (a $10 million marketing value). An online media plan was cut after three days because traffic was already far ahead of expectations. Franchises chose to get very engaged in the program, and supported it with more contests and offers in store.

The business results followed this strong engagement. Dunkin’ Donuts enjoyed its highest sales since December 2007. According to Cynthia Ashworth:

“The sales volume was huge, and all of our donut metrics during this period were through the roof.  America’s in love with donuts again.”

Conclusion

In my book, I spend several pages writing about how brands can forge meaningful connections with customers by allowing them to be creative, personalize their brand experience, and share with others.  I talk about how brands such as Kroger, M&M’s, Jones Soda, LEGO, The Simpsons Movie, and Pringles have all seen strong marketing results from this way of meaningful engagement with customers.  The core reason for success again and again is that people are literally putting themselves into the brand when they have a chance to co-create. Instead of just leaving a dull “impression” with traditional, interruptive advertising, customers who co-create a brand build a deep link to the core of what makes them who they are.  And they often cannot resist sharing their creations–and a little piece of themselves–with the friends and family in their digital worlds.

Plaid Nation Tour 2009 Wraps Up

Friday, August 21st, 2009

My post is a little belated, but I wanted to give a shout-out to the team from one of the coolest advertising agencies I’ve seen or heard about, Plaid, which recently wrapped up its annual Plaid Nation tour. As I wrote about last year, the agency has been spending a few weeks each summer driving across some part of the country in a “rolling demonstration of creativity and innovation.” Its goal is to check in on cool companies and share its unique take on the marketing world.

Once again the traveling team at Plaid shared their experience with the world using live camera feeds, a blog, and a Twitter account. This year’s tour took them mostly through the heart of the Midwest, including Milwaukee, Chicago, Detroit, Indianapolis, St. Louis, Kansas City, and New Orleans. Sadly the team did not make its way over to our home base in Cincinnati, but maybe next year.

I believe this is a great example of meaningful marketing in the ad-agency world. Companies often choose long-term agency partners based on culture fit. By taking this tour, the people of Plaid are able to show their personalities, both in real-world meetings at the offices of companies and through online tracking. Prospective clients see an agency with high energy, big ideas, and a desire to get in the trenches. It’s no wonder the agency has clients such as Segway and Virgin.

But aside from the business-building benefits, this annual trek is meaningful for Plaid’s company culture. In the agency world, you have to keep your talent inspired if you want them to continue to stay and do great work for clients. By bonding together over a few weeks and meeting new people at top companies, the agency brings needed stimulation. The Plaid Nation tour shows recruits that the agency is special, and I know that Plaid employees love to be part of this, even if they are not one of the few who hits the road.

I look forward to next year’s tour (and next year’s free blogger T-shirt), and hope Plaid rakes in a bunch of new business.

Unique Coke Cannes Delivery

Wednesday, July 15th, 2009


This week I’m spending some time catching up on sharing some of the best, most meaningful marketing to be awarded in the annual Cannes Advertising Competition. Our President, Jay, and Chief Creative Officer, Peter, both came back raving about an incredibly powerful vending machine for Coca-Cola that was put up in the bottom floor of the Cannes conference. It ended up winning a Gold Lion in the Design category. Check out the video above for a glimpse of the experience.

The biggest lesson for me here is a reminder that everything your brand does with the consumer is a kind of marketing, whether it’s customer service, packaging, delivery trucks, or vending machines. And every consumer touchpoint in this broad view of marketing can be made much more meaningful. In this case, Coke has taken the boring, predictable, exchange-focused vending machine and turned it into something remarkable, entertaining, and fun. I also love how this delivers on what the Coke brand and drinking experience is really about: a few minutes of fun and enjoyment. Instead of just advertising to people on TV with equity spots that are meant to help trigger a feeling of enjoyment hours or days later when the drink is consumed, this makes entertainment and happy feelings happen at the moment of truth of refreshment.

I think there are some other really interesting things about these vending experiences. First, they are completely measurable (obviously, because they sell product). Second, they could allow Coke to charge more and achieve wider margins (say, charging $2 or more for the machine experience and fancy bottle). Third, they draw attention in public places, which attracts more users, buyers, and observers.

I am most interested to see what happens from here with the vending machines, and whether they will truly roll out broadly. Sure, it’s easy to create a concept such as this, install it in a few malls, and win an award at Cannes. The challenge is selling this in broadly and getting distributors around the world to embrace the concept. This is where the marketing department often bumps heads with the old-school crowd, finance guys and general bureaucratic commitment to not making waves.

“Marketing” sits in a skyscraper in Atlanta, Georgia, making ads, while “Sales” is out on the streets making sure machines and store shelves are full. Placing ads and maintaining fancy machines is not their job, nor in their budget. Coke distributors are used to paying $X for a basic vending machine that needs almost no service. But what happens when “headquarters” forces them to pay $5X for this special machine? Who’s going to fix them when they break? Anyone who has worked in a large company can play out this tragic scene from hours in boardrooms and conference calls. A quote that I developed in my days as a big marketer was, “Doing anything new is hard.”

My congrats to Coke on a killer idea, and our hopes are with you as you try to take this meaningful idea outside the ad-award world.

Chick-fil-A 100 Hits Cincy

Thursday, May 28th, 2009

Last Thursday I was driving to a client meeting in the Cincinnati suburb of Mason when I drove by a Chick-fil-A restaurant. It caught my eye for some reason; maybe it was the fact that there was a grand-opening sign but more likely because the grass around the restaurant was covered in tents. Luckily someone at the meeting I attended that morning told me about the “Chick-fil-A 100,” and I learned about yet another fantastic example of Marketing with Meaning.

If you are one of the unfortunate few who has never eaten at Chick-fil-A, let me just say you’re missing one of the greatest fast-food chains in the world. Like me, the brand grew up in Atlanta, Georgia. It began in 1967 with a killer chicken sandwich and has since spread to nearly every state and more than 1,300 locations. The brand has always retained certain eccentricities. Due to religious beliefs of the founders, Chick-fil-A is always closed on Sundays. And the brand is loved for its outdoor ads featuring cows who spell out “EAT MOR CHIKIN.”

Back in 2003 at store opening in Goodyear, Arizona, the local Chick-fil-A opened with a large parking-lot carnival. One of many promotions of the event was a promise to give the first 100 customers coupons for a free combo meal every week for a year. Since then, the company has offered a similar benefit for the first 100 at every store opening, which ends up attracting people who camp out in tents for several days and drive from hundreds of miles away. The video from a local news station below is one of many great snapshots of these events:

Chick-fil-A has discovered a very smart formula for success with these meaningful store opening events. The key business objective of any local store opening is to generate awareness and traffic as early as possible. The Chick-fil-A 100 makes for a picture-perfect local PR event. Local newspapers and TV stations can’t resist stopping in to see people waiting out all night for free meals, and the national attention and attendance from people who drive for miles to join in adds to the impact.

Aside from the initial awareness boost, Chick-fil-A benefits from the thousands of fans it creates each year through these opening-day events. Like people in London who sang together thanks to T-Mobile, those who join the opening-night experience enjoy a special moment that sticks with them forever. And, let’s face it: These experiences can really stand out as special in the rural communities and exhurbs where Chick-fil-A stores are mainly going up. No wonder that a contact of mine with a connection to Chick-fil-A told me that the brand has a higher Net Promoter Score than Apple.

The next Chick-fil-A opens in Gaffney, South Carolina, on May 28, a town also known for its large, peach-shaped water tower off I-85. Road trip, anyone?