Word of mouth


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We are all talking about the consumer revolution...how consumers are now becoming marketers for brands. However, when we look into this, is it really a new trend? Digital has certainly played a part in accelerating the process, so what are the fundimental rules we should look at?

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Word of mouth

  1. 1. Where is the future of advertising?
  2. 2. There isn’t one!
  3. 3. In a ‘ traditional’ format
  4. 4. “ Communications are changing” Source: Any strategist you happen to talk to 2004-2008
  5. 5. We are also now in ‘remote’ control and have the ability to switch off A desire to be spoken with rather than to We demand a different relationship from advertising We have greater choice We have more channels
  6. 6. It's a consumer revolution – a demanding but liberating shift. The rise of this powerful consumer boss marks one of the most important milestones in the history of branding. CEO of P&G
  7. 7. “ People don’t trust businesses the way they used to….For the first time we found that the most trusted sources were ‘a person such as yourself or a peer’. World events have led to that and blogging has led to that” Steve Rubel, quoted in the Guardian, March 20 th , 2006
  8. 8. Advertisers are facing a new challenge - How to penetrate the peer to peer network
  9. 9. Or is this actually new? If we track trends over time we find a different story
  10. 10. 1775 Paul Revere
  11. 11. 1946 Tupperware
  12. 12. 1978-1986 My babysitter
  13. 13. 2008 My lunch
  14. 14. “ People don’t need advertising to tell them about new products anymore” Source: Same pesky strategists as earlier 2004-2008 But they never did!
  15. 15. Word of mouth / peer to peer is not new …its just taking a different form
  16. 16. “ Brands are not facing a different challenge, just one which has been made more prominent by the digital world” Source: Me
  17. 17. Word of mouth has been replaced with… …“ word of mouse”
  18. 18. And consumers are not short of ways to spread the message
  19. 19. One person has the ability to influence thousands
  20. 20. So, what are the guidelines to successful communications in this connected world?
  21. 21. Engage rather than interrupt
  22. 22. Say the right things, in the right tone, using the right language at the right time Simply… be liked!
  23. 23. Brands need to communicate with consumers more… … on their level, using their terms
  24. 24. Get the brand body language right
  25. 25. "Body language is essential. Just to be free, to use it like your voice. A body can be small and have incredible violence. A body talks". Anne Parillaud
  26. 26. 7% spoken word 38% tone of voice 55% body language Communication is: Source: Mehrabian
  27. 27. 7% what brands say 38% how brands say it 55% where brands say it Communication is:
  28. 28. 7% content 38% communications 55% how to bring the comms to life Communication is:
  29. 29. Brands tend to focus on the 7% rather than 93% when planning communications
  30. 30. How to make the 93% work better for brands
  31. 31. 22% letting go… let the consumer take the lead
  32. 33. 14% ask the consumer what they want
  33. 35. 17% deliver what they ask for
  34. 37. 23% offer more than the standard… engage and entertain
  35. 39. 12% speak to consumers on their level…don’t preach
  36. 40. 5% speak to them when they want to be spoken to
  37. 41. When is the ‘primetime’ anymore?
  38. 42. Concentrating on making the 93% work harder helps the 7% to be heard
  39. 43. The most important thing in communication is to hear what isn’t being said Peter Drucker 1909-2005 Because…
  40. 44. It’s the 100% that drives the connection
  41. 45. And it’s human nature to surround ourselves with brands that we trust, understand, feel part of, and believe in
  42. 46. Only then will consumers embrace and spread the word