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I Am The Media


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I Am The Media

  1. 1. FUTURELAB I AM THE MEDIA Alain Thys, Marketing3 – Nov. 29,2006 Attribution-NonCommercial 2.0 Belgium
  2. 2. Ceci n’est pas (just) about social media FUTURELAB
  3. 3. The traditional marketing model is being challenged, and (CMOs) can foresee a day when it will no longer work. McKinsey Quarterly, 2005, Number 2 FUTURELAB
  5. 5. Part 1:While youwere sleeping FUTURELAB
  6. 6. The Good Ole Daysof Corporate MediaWe will decide what you want & need • Central editorial control • Government regulation (censorship) • One-way communication • Limited channels of information FUTURELAB
  7. 7. “Your contract with the network when you get the show is that you’re going to watch the spots … Any time you skip a commercial … you’re actually stealing the programming” Jamie Kellner, CEO of Turner Broadcasting, April 2002 (cc) Lynette Webb, 2006 FUTURELAB
  8. 8. Yet then the power shifted Anytime - Any Place - Any Way FUTURELAB
  9. 9. 14,463,346 auctions 21 Nov 2006 200,000,000 blogs Almost 4,000,000 articles >100,000,000 videos (10 languages) (65,000/day) “The workers 1.5 million should residents 33,347,000 profilesappropriate the means of production” FUTURELAB
  10. 10. In which (semi-)amateurs start to “play for real”Blogs vs. Mainstream News Media : Early days, yet traffic is growing NEWS MEDIA BBC Newlsline Ticker 19,550 /million CNN 18,600 New York Times 8,740 Drudge Report 4,210 Washington Post 3,755 Xu Jing Lei Reuters Online 3,680 56,750/million Guardian Unlimited 2,985 Al Jazeera 2,925 1,000-4,000 Wall Street Journal 1,995 Le Monde 990 comments per The Huffington Post 959 article The Economist 740 Daily Kos (State of theNation) 722 Crooks&Liars (John Amato) 525 Every Citizen is a Reporter FUTURELAB
  11. 11. In which (semi-)amateurs start to “play for real” YouTube TOP 3 (20 nov 2006) Evolution of Dance 35.7 MM Pokemon Theme Music 17.3 Quick Change Artists 12.7Nielsen Rating – Nov 6- Nov 121. Desperate Housewives ABC 22.3 million2. Dancing With the Stars ABC 22.03. CSI: Crime Scene Investigation CBS 20.8 FUTURELAB
  12. 12. For video, please check which (semi-)amateurs start to “play forreal” FUTURELAB
  13. 13. While online media play catchup with traditional outlets July 2006 (cc) Lynette Webb, 2006 FUTURELAB
  14. 14. The biggest player isThe long, long, long, long, long tail 1-200,000 1,000-200,000 FUTURELAB
  15. 15. (cc) Lynette Webb, 2006 FUTURELAB
  16. 16. • In 1965, 80% of 18-49 year-olds in the US could be reached with three 60-second TV spots. In 2002, it required 117 prime-time commercials to do the same.” (Jim Stengel, Global Marketing Officer, P&G) • A US hour of prime time TV carried 21 minutes of advertising, Late S DNA RB Night network shows like Leno or Letterman carry 31:27 (TNS Media Intelligence, Q1 2006) • Big Six study (US): People with PVR’s watch 12% more TV, yet 90% of them adskip (Germany : 88.2%) • 78.2% of Germans are irritated by advertising, only 24% actually still CONSUMERS watches it (GfK Marktforschung) • 54% of US consumers avoids products & services which “overwhelm” with advertising (Yankelovich Partners) • 85% of Chinese stop watching TV during commercial breaks. More than half change the channel, while the rest do housework, eat, chat or use the bathroom. (McKinsey & Co.)RESPONSE FUTURELAB
  17. 17. There is no apparent link between advertising awareness andResponse GRP weight Australia Romania China/Shanghai Philippines IndiaTop Graph = ad awareness - Bottom Graph = GRP Weight Illustration based on anonymised examples GRPs => Awareness => Karma => €€€  Source: Mediafuture SARL FUTURELAB
  18. 18. 76%of consumers don’t believethat companies tell thetruth in advertisements Yankelowich FUTURELAB
  19. 19. The Consumer is a Cat FUTURELAB
  20. 20. Part 2:Where do wego from here ? FUTURELAB
  22. 22. While institutionaltrust is eroding Blind Faith Collectivism Command Reasoned Faith Elective Collectivism Contract People are saying: “I can no longer rely on a single source of information. The omniscient, all-powerfull source – whether a news anchor, doctor, CEO or government official – is gone. Edelman Trust Barometer, 2006 FUTURELAB
  23. 23. People Trust People Edelman Trust Barometer 2006 When forming an opinion of a company, how % credible would the Academic 62 information be from … Doctor or similar 62 Person like yourself/peer 61 Financial Analyst 58 A person like yourself or a peer NGO Rep 58 61% 55% Accountant 53 51% Lawyer 36 Regular employee 33 33% CEO 29 Union 19 Entertainer 17 PR person 16 2003 2004 2005 2006 Blogger 15 FUTURELAB
  24. 24. Most influential information sources in purchasing electronic goods? (TOP 3) Source % In-store Sales Associate 49 In-store demonstration 36 Word-of-mouth from family & 33 friends Newspaper Coupons 25 Internet 21 Product/Company Information 16 Retailer information 14 Other 14 Magazines 4 TV 4 Radio 3Source: CMO Council’s Retail Fluency Report, 2005 People Trust Humans FUTURELAB
  25. 25. This is not a “new hype” just an ignored reality1955 Word-of-Mouth (WOM) is 7x more effective than newspaper advertising, 5x stronger than a personal sales pitch and 2x as effective as radio advertising1967 36% of surveyed consumers reported learning of an innovation through word-of-mouth, while 48% reported being influenced by WOM when making a purchase decision2001 Diffusion studies found that WOM is 10x more effective than media advertising2006 61% trust other people like themselves (as media) - Edelman Trust Barometer, 2006 FUTURELAB
  26. 26. 4000 years of media-revolution cannot undo 2,000,000 of programming Paleolithic (stone) age “hunter- Writing gatherer” Information Age -500 -50 -3500-2,000,000 PrintTRIBAL – VERBAL – DISTRUST OF BIG TRIBES FUTURELAB
  27. 27. RADIO, TV, PRINT, EVENTS, … ARE NICE, YET IN MY COMMUNITY I AM THE MEDIA The words I write, I speak, I film The Stories I Tell FUTURELAB
  28. 28. In a million channel world,brands whose consumers tell the best stories, win FUTURELAB
  29. 29. How to control millions of inaccurate and divergent conversations ? YOU DON’TConsumers are beginning in a very real sense to own our brands and participatein their creation … We need to begin to learn to let go. A.G. Lafley, CEO and Chairman of P&G, October 2006 (cc) Lynette Webb, 2006 FUTURELAB
  30. 30. Brands have to become storytellers, that « light thefire » … and let go FUTURELAB
  31. 31. Part 3:Brands as Storytellers FUTURELAB
  32. 32. Tell me a storythat makesmy conversationsmore interesting FUTURELAB
  33. 33. Make it something Ireally care aboutMake it fun, credibleand memorableMake it something Ican easily tell othersBe true, so I don’t liketo look like a liar FUTURELAB
  34. 34. Make it something Ireally care aboutMake it fun, credibleand memorableMake it something Ican easily tell othersBe true, so I don’t liketo look like a liar FUTURELAB
  35. 35. If you want them to talk about you make them … LOVE YOU YOU HATE YET NEVER LEAVE THEM INDIFFERENT FUTURELAB
  36. 36. Yet it is exactly there that most brands leave consumers “indifferent”Customer Satisfaction Averages (scale 0-10) “44% of consumers say the majority of their Customer Experiences are “bland”...” FUTURELAB
  37. 37. 69% of consumers say emotions count for over half their customer experience RATIONAL SUPERFICIAL ARGUMENTS EMOTIONS0.3 seconds RATIONAL DECISION MAKING IS AN ILLUSIONSource data point: strategic resource development group, 2006 FUTURELAB
  38. 38. TRADITIONAL SEGMENTATIONASSUMES EVERYONE “FEELS THE SAME”Elsa (Female/urban/mid-income/25-30 years old) 25 29 FUTURELAB
  39. 39. TRADITIONAL RESEARCH OFTEN MISSES THE POINTIts easy to understand the survival of popular traditional techniques such assyndicated market research, simplistic quantitative surveys, and focus groups, [yet]conventional research methods often gather incomplete information. McKinsey Quarterly, November 2006 PSYCHOLOGY – ANTROPOLOGY – NEUROLOGY – SIMULATIONS - … FUTURELAB
  40. 40. Make it something Ireally care about For video, go to MEANING GO « DEEP » FUTURELAB
  41. 41. Brands people talk about make meaning Beyond MoneyCHOOSE YOUR CLASSIC For Apple video, go to For Harley video, go to: http://www.harley- v=4oAB83Z1ydE ders/Creed_Video.jsp? locale=en_US&locale=en_US&bmLo cale=en_US FUTURELAB
  42. 42. Make it something Ireally care aboutMake it fun, credibleand memorableMake it something Ican easily tell othersBe true, so I don’t liketo look like a liar FUTURELAB
  43. 43. Have your customers tell your storyA person like yourselfor your peer is seen asthe most crediblespokesperson aboutyour company For the jetBlue story videos, please go to FUTURELAB
  45. 45. Origins of the engagement ring Pope Innocent III Birthstones 1215 Fourth Lateran Council FUTURELAB
  47. 47. 1938Harry Oppenheimer meets Gerold M. Lauk of N.W.Ayer FUTURELAB
  48. 48. Cullinan IXEurope 1938 1948 1953 1990s Cullinan III & IV FUTURELAB
  49. 49. For Marilyn Monroe video, go to FUTURELAB
  50. 50. The Result Make it fun Word of mouth to the point ofcredible andmemorable becoming cultural tradition Case Study: Japan 1967 The Beers Goes Japan 1978 Diamonds for 50% of Japanese Brides 1981 Diamonds for 60% of Japanese Brides FUTURELAB
  51. 51. Make it something Ireally care aboutMake it fun, credibleand memorableMake it something Ican easily tell othersBe true, so I don’t liketo look like a liar FUTURELAB
  53. 53. HemingwayVan GoghChabrolSartre... FUTURELAB
  54. 54. And the best news:You don’t even need to be creative Opinion Leaders – Customers – Employees Successes - Failures - Reports - Milestones CEO – Founder – Products - … FUTURELAB
  55. 55. No intrusive creative, yet true storycrafting 2500 years of experience meets neuro-research Make itsomething I caneasily tell others Egocentricity Contrast Emotion Beginning & Ending Tangible Visual FUTURELAB
  56. 56. Make it something Ireally care aboutMake it fun, credibleand memorableMake it something Ican easily tell othersBe true, so I don’t liketo look like a liar FUTURELAB
  57. 57. It’s the steak,not the sizzle baby FUTURELAB
  58. 58. The key drivers for trust & closeness are “quality & service” UK FRA DEU ITA ESPQuality of products & services 2 1 1 1 1Attentiveness to customer needs 1 1 2 2 2Fair pricing for products & services 3 4 7 3 3Good employee and labour relations 5 3 3 4 4Strong financial performance 6 7 9 5 6Socially responsible activities 7 5 5 5 6Well-known corporate brand 4 6 8 7 5Dialogue with all stakeholders 8 8 6 8 9A visible CEO 9 8 4 9 8Employee or CEO blogs 10 10 10 10 10 Based on: Edelman Trust Barometer, 2006 – attributes for building trust FUTURELAB
  59. 59. Yet still, most consumers are left “indifferent”Customer Satisfaction Averages (scale 0-10) “44% of consumers say the majority of their Customer Experiences are “bland”...” FUTURELAB
  60. 60. In fact, if asked, they mostly won’t recommend a brand Telecom Europe = - 48% Profusion, 2005 BTW: The same often applies to the people working for the brand themselves FUTURELAB
  61. 61. WE PROMISE ONE THING AND DO SOMETHING ELSE 90% of businesses are unable to execute the strategy they have on paper as • only 5% of the workforce understands what the strategy is • 60% of organisations do not link budgets to strategy • 70% of organisations do not link95% of senior business management incentives to strategiesleaders say CustomerExperience is the next • 85% of executive teams spend less than 1 hour per month discussingcompetitive battleground yet strategynothing happens. FUTURELAB
  62. 62. THE CHOICE Be true,so I don’t look like a liar If you want to influence WOM you have to convince your organisation to deliver what you promise FUTURELAB
  63. 63. In which the first step to take is confront reality STAFF – CUSTOMERS –SUPPLIERS – CONSUMERS FUTURELAB
  64. 64. Make it something I really care about Make it fun, credible and memorable Make it something I can easily tell others Be true, so I don’t like to look like a liar myTell me a story that makes more interesting conversations FUTURELAB
  65. 65. In which you can estimate the value you generate, soyou can even make a business case for your boss  Good Experience Top 3 Purchase Influencers % I tell 4 people In-store Sales Associate 49 In-store demonstration 36 Word-of-mouth from family & friends 33 Bad Experience Newspaper Coupons 25 I tell 18 people Internet 21 Product/Company Information 16 Average Sale Retailer information 14 £ 230 Other 14 Anonymous Case: Magazines 4 UK Consumer TV 4 Electronics Radio 3 FUTURELAB
  66. 66. YET REMEMBERYou can not control WOM … only influence it. FUTURELAB
  67. 67. FUTURELAB