My buddy and our agency’s President, Jay Woffington, is a master of comparing diverse data and figuring out how they add up to a common issue or opportunity. One of his favorite sayings is, “Two points make a line,” meaning that there can be a direct link between seemingly unrelated data or events. Well, it seems that we have another genuine trend on our hands, as now there are three prominent examples of companies that have turned over their websites to open social-media input by featuring unedited Twitter comments, Wikipedia entries, Facebook friends, and blog posts. First was Modernista!, an advertising agency, and next came the Skittles brand. Both experienced a mainly positive burst of buzz. The third example comes from another ad agency, Crispin Porter + Bogusky, which has a live beta site that is attracting attention. Although the trend seems real, the questions linger: Is it meaningful… and it is worth the risk?
On the first question, I increasingly believe that adopting social media into your home page can be a powerful positive for customers. I say “increasingly” because the social-media space is evolving with the new digital social norms that are still self-organizing before our eyes. It is clear that already people are using social networks to judge any brand that they come across, whether it is posting a question to friends on Facebook, reading a review on an e-commerce site, or using Google, which often draws from personal reviews on blogs and discussion boards. So at the same time that people are visiting your brand’s website, they have a few other open browser tabs with this information. For forward thinkers such as Modernista!, Skittles, and Crispin, the logic is that they might as well go ahead and showcase this social media on the home page. So in this basis alone the approach is meaningful marketing.
The biggest marketing benefit can come when the brand website visitor first arrives and sees several positive stories, tweets, and blog posts. People judge a website and brand within microseconds, and some trusted, impartial comments on the home page can make a big impact. Instead of cluttering this moment of truth with ad copy, why not defer to the more-trusted comments of other customers? That’s what a billion-dollar brand that I used to work on, Tide, figured when it recently launched a home page redesign featuring actual user reviews front and center. And Juicy Juice is testing a banner ad that presents live tweets from moms.
But what about the risk and bad stories and comments that might appear at this moment of truth? Well, Crispin saw just what that looks like last week. First, it lost the Volkswagen account, which led to a rash of negative tweets and stories. It’s never fun to lose a big client, and worse to see the news everywhere. Second, the company took a lot of heat for running a contest in which it invited designers to create a new logo for the electric motorcycle start-up Brammo for a $1,000 top prize. Many in the design industry felt that this was undermining and cheapening their craft. Again, another round of negatives has filled its beta home page. In fact, the very public space and open ability to add a negative comment likely invites a much more negative response than one would otherwise see. It’s the chance to hold a virtual picket sign on the company’s front lawn.
So Crispin would call this a failure, right? I don’t think so. They are smart enough to have anticipated the negatives that can happen and I believe they fully embrace the haters. Even negatives can end up being positive in this case. First, it shows that the company is in the center of the action and they matter. This falls under the age-old line that even bad publicity is better than no publicity. The second benefit is that this open acceptance of hate media actually helps them attract the right clients, those who want to take risks and want to build a brand with a little controversy. Jason Bender, one of our top Creative Directors and leader of the team that recently won a Gold Cyber Lion at Cannes for a Pringles banner ad (that was somewhat controversial), said it best in our conversation about the issue:
“This shows people that Crispin is not for everyone, and that they don’t mind alienating the tight-asses they don’t want as clients. This helps them weed out the bad prospects.”
With this open site, negatives and all, Crispin as a brand is living and breathing the kind of marketing that it does for its clients. Brands such as Burger King, MINI, and Microsoft hired the agency in order to stir up attention, and they’ve all gotten what they wanted. In fact, Volkswagen chose to look for a new agency because it felt it needed to broaden its marketing to a wider audience. This will likely mean more watered down creative and Crispin wouldn’t want to do it anyway.
Interestingly, this Crispin story comes just as we at Bridge Worldwide have started to dabble social media on our Web presence. You might have noticed that we just launched our new Marketing with Meaning site, and on the home page we decided to feature a live feed of Twitter posts that include anyone who uses my handle, @mktgwithmeaning. We actually got to this idea in a roundabout way. We asked Ryan, our Web developer, to try to increase interest in our Twitter account on the home page, and he wrote an Ajax widget that brought in live tweets. We loved the idea, but I hated seeing my picture 15 times running down the screen. Someone mentioned that we could bring in retweets and other @replies. I immediately loved the idea because it would show the new visitor at this moment of truth that this is a popular topic that others are talking about. Second, I knew that the people who followed the Marketing with Meaning cause would appreciate that we were giving them at least a few minutes of public attention on our home page. And this in turn would lead to more tweets.
But what about the negatives of our modest effort? Jay and I actually had a long conversation about what could go wrong. Our agency recently got dinged a bit on something we shared publicly, so we felt the need to be cautious. We thought about the worst that could happen: Someone could, say, protest our work for a client and flood the site with negative tweets. If a client CEO with no social-media understanding (rare, I know) visited the site and saw this on our own home page it could be a huge negative. However unlikely, it is possible, so we made some plans to deal with it, but launched the tool regardless.
Bridge Worldwide is no Crispin Porter + Bogusky. We don’t believe that we need to embrace controversy to build brands. However we do have a very defined point of view on the kind of work we want to do for clients: Marketing with Meaning. This blog, the Twitter feed, the upcoming book, and more all are tools that we use to put ourselves out there for client consideration. When I speak with clients and prospects about this concept I say that sometimes our work will be interruptive and less meaningful if that is what is called for; after all, we exist first and foremost to serve our clients’ needs. But I quickly follow that this is our starting point for all recommendations, and that we’re going to challenge them continuously to move in this direction.
Just as Crispin has successfully attracted clients that follow its brand belief, I hope that our focus on Marketing with Meaning will attract more of the clients we want: brands that buy into our concept and are ready to buy meaningful ideas. The more public we are with this statement, the more likely we are to succeed.
