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Same Same,
But Different
Grant Baxter @gnhbaxter 

Avril Chua @avrcl
This is not a playbook for
marketing in the age of a
global pandemic.
We are observing how
brands & the public interact
in the time of COVID-19.
When people see a brand,
they see an individual.
COVID-19 is creating a new
environment for all of us.
We are a product of this environment.
Brands are a product of this environment.
How might environment affect
the way brands behave?
Expectation
Behaviour
Environment
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
78%
believe that brands
should help in their
daily lives.
Source | Kantar, Covid-19 Barometer, March 2020
Source | Edelman, Trust and the Coronavirus, March 2020
GLOBAL GERMANY BRAZIL ITALY S. AFRICA CANADA US JAPAN UK FRANCE S. KOREA
45%
20%
74%
agree that brands
should not exploit
the situation.
Source | Kantar, Covid-19 Barometer, March 2020
Health
Family
Financial Security
Brands are diminished in
importance relative to the
needs of the individual.
Employees
Customers
Staying In Business
80%
believe that employees’
health should be a key
priority for companies.
Source | Kantar, Covid-19 Barometer, March 2020
30%
“I want to see brands
offering discounts
and promotions.”
Source | Kantar, Covid-19 Barometer, March 2020
ONLY
8%
“I think brands should
stop advertising.”
Source | Kantar, Covid-19 Barometer, March 2020
Never mind some vacuous
brand-purpose claim, this is
logic you can believe because
it makes sense:
dave trott
@davetrott
12:57 AM - 31 Mar 2020
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
Bailed out by taxpayer money to support their
workers #COVID19
- Joe Lewis. Spurs. £4.5bn. Tax exile.
- Philip Green. Arcadia. £2.2bn. Tax exile.
- Richard Branson. Virgin Atlantic. £3.5bn. Tax exile.
Paul Johnson
@paul__johnson
2:45 PM - 03 Apr 2020
2:45 PM - 03 Apr 2020
Monday, April 6, 2020
We believe we came to the
wrong conclusion last week to
announce that we intended to
apply to the Coronavirus Job
Retention Scheme…
We believe we came to the
wrong conclusion last week to
announce that we intended to
apply to the Coronavirus Job
Retention Scheme…
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
We are partnering with our hosts to provide
healthcare providers, relief workers and
first responders on the front lines of
COVID-19 pandemic with places that are
safe, clean and allow them to be close to
their patients.
Airbnb
@Airbnb
9:50 PM - 26 Mar 2020
While I believe we did the right thing in prioritising
health and safety, I’m sorry that we communicated
the decision without consulting you—like partners
should…we know many of you are struggling, and
what you need are actions from us, not just words.
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
This is why my next car
will be a Ford.
5:51 PM - 31 Mar 2020
Tweetie Bird
@PetersburgRenee
Former Manchester United
defender Gary Neville opens
hotel for free to medical staff
fighting coronavirus.
23 Mar 2020
Coronavirus: Gary Neville
opens hotel to NHS staff
to help with crisis
18 Mar 2020
This weekend should have seen our city
host the @marathon_mcr. In spirit of this,
our in-house team who have been looking
after the @MFTnhs staff, will be running the
26.2 mile route on a treadmill inside the
hotel lobby to raise funds for the #NHS.
Stock Exchange Hotel
@StockExHotel
6:01 PM - 03 Apr 2020
7:31 AM - 23 Mar 2020
This is why @TitosVodka is one of
the best businesses in the world.
It doesn’t even matter that they sell
vodka. What they do for animals and
now us is outstanding.
Brandon
@Garcelon
So proud of Singapore Airlines.
Deploying cabin crews to fill in roles
in hospitals due to shortage of
manpower. Amazing. Planes are
grounded and cabin crews have
skills like first aid and customer care.
1:26 AM - 04 Apr 2020
just a lil STAY AT HOME vibes
@kyleryl_
06 Apr 2020
COVID-19: Marina Bay Sands
donates 15,000kg of food to
charity
10:42 PM - 06 Apr 2020
Well done Marina Bay
Sands! #SGUnited
Kikz
@rysalem
@NoNameBrands
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
Marketing Is Still Important
You Are What You Do
Customers First, Community Second
Help Where It Makes Sense To
Play The Long Game
How Did We Behave?
What Did We Do?
Who Did We Prioritise?
Did We Add Value?
Did We Think Long Term?
In the clamour for a COVID-19 playbook,
we might find that the tools we needed
were with us all along.
Appendix
INDONESIA 120% 116% 124%
THAILAND 50% 65% 56%
PHILIPPINES 61% 41% 92%
AUSTRALIA 70% 72% 69%
INDIA 114% 137% 133%
JAN % CHANGE FEB % CHANGE MAR % CHANGE
Source | Twitter Internal Data, 2020
Feb Mar Apr
Source | Twitter Internal Data, 2020
10M
5M
15M
0
Feb Mar Apr
24% decrease
week-over-week
Source | Twitter Internal Data, 2020
TECHNOLOGY +39.1%
ENTERTAINMENT +8.3%
SPORTS +32.2%
TRAVEL +37.3%
GAMING* +61.2%
Source | Twitter Internal Data, 2020 | Growth Q1 2020 vs. 2019 for Technology, Entertainment, Sports, Travel | *Growth March 2020 vs. March 2019
Prevent
Platform
Manipulation
Combat
Misinformation
Healthy
Conversations
Philanthropic
Mission
Search Prompts #COVID-19
18 countries and areas, including
12 non-presence APAC markets

More information here.
Social Activation Campaigns
#WashYourHands + #StayHome
Originated the launch w UNICEF
and WHO in 24 Asian languages.
Event Page for Real-Time
#COVID-19 Updates
Activated in 10 markets in APAC
and in 13 languages.
Outreach, Ads for Good
Grants & Employee Match
Donation
Trained 30 Gov ministries for crisis
response, disbursed $250K grants
to 23 orgs + 4 Gov in 10 countries/
territories and featured 9 orgs for
employee match donations.
Automation Technology and
Human Review to Remove
Content Causing Harm
Removed more than 1,100 Tweets
containing misleading and potentially
harmful content from Twitter. 

Our automated systems have challenged
more than 1.5 million accounts which were
targeting discussions around COVID-19
with spammy or manipulative behaviours.

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Observations on the impact of covid 19 on brands

  • 1. Same Same, But Different Grant Baxter @gnhbaxter Avril Chua @avrcl
  • 2. This is not a playbook for marketing in the age of a global pandemic.
  • 3. We are observing how brands & the public interact in the time of COVID-19.
  • 4.
  • 5. When people see a brand, they see an individual.
  • 6. COVID-19 is creating a new environment for all of us. We are a product of this environment. Brands are a product of this environment.
  • 7. How might environment affect the way brands behave?
  • 9. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 10. 78% believe that brands should help in their daily lives. Source | Kantar, Covid-19 Barometer, March 2020
  • 11. Source | Edelman, Trust and the Coronavirus, March 2020 GLOBAL GERMANY BRAZIL ITALY S. AFRICA CANADA US JAPAN UK FRANCE S. KOREA 45% 20%
  • 12. 74% agree that brands should not exploit the situation. Source | Kantar, Covid-19 Barometer, March 2020
  • 14. Brands are diminished in importance relative to the needs of the individual.
  • 16. 80% believe that employees’ health should be a key priority for companies. Source | Kantar, Covid-19 Barometer, March 2020
  • 17. 30% “I want to see brands offering discounts and promotions.” Source | Kantar, Covid-19 Barometer, March 2020 ONLY
  • 18. 8% “I think brands should stop advertising.” Source | Kantar, Covid-19 Barometer, March 2020
  • 19. Never mind some vacuous brand-purpose claim, this is logic you can believe because it makes sense: dave trott @davetrott 12:57 AM - 31 Mar 2020
  • 20. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 21.
  • 22. Bailed out by taxpayer money to support their workers #COVID19 - Joe Lewis. Spurs. £4.5bn. Tax exile. - Philip Green. Arcadia. £2.2bn. Tax exile. - Richard Branson. Virgin Atlantic. £3.5bn. Tax exile. Paul Johnson @paul__johnson 2:45 PM - 03 Apr 2020
  • 23. 2:45 PM - 03 Apr 2020
  • 25. We believe we came to the wrong conclusion last week to announce that we intended to apply to the Coronavirus Job Retention Scheme…
  • 26. We believe we came to the wrong conclusion last week to announce that we intended to apply to the Coronavirus Job Retention Scheme…
  • 27.
  • 28.
  • 29. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 30. We are partnering with our hosts to provide healthcare providers, relief workers and first responders on the front lines of COVID-19 pandemic with places that are safe, clean and allow them to be close to their patients. Airbnb @Airbnb 9:50 PM - 26 Mar 2020
  • 31.
  • 32.
  • 33. While I believe we did the right thing in prioritising health and safety, I’m sorry that we communicated the decision without consulting you—like partners should…we know many of you are struggling, and what you need are actions from us, not just words.
  • 34.
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  • 39. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 40.
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  • 46. This is why my next car will be a Ford. 5:51 PM - 31 Mar 2020 Tweetie Bird @PetersburgRenee
  • 47.
  • 48.
  • 49. Former Manchester United defender Gary Neville opens hotel for free to medical staff fighting coronavirus. 23 Mar 2020 Coronavirus: Gary Neville opens hotel to NHS staff to help with crisis 18 Mar 2020
  • 50. This weekend should have seen our city host the @marathon_mcr. In spirit of this, our in-house team who have been looking after the @MFTnhs staff, will be running the 26.2 mile route on a treadmill inside the hotel lobby to raise funds for the #NHS. Stock Exchange Hotel @StockExHotel 6:01 PM - 03 Apr 2020
  • 51.
  • 52.
  • 53. 7:31 AM - 23 Mar 2020 This is why @TitosVodka is one of the best businesses in the world. It doesn’t even matter that they sell vodka. What they do for animals and now us is outstanding. Brandon @Garcelon
  • 54.
  • 55. So proud of Singapore Airlines. Deploying cabin crews to fill in roles in hospitals due to shortage of manpower. Amazing. Planes are grounded and cabin crews have skills like first aid and customer care. 1:26 AM - 04 Apr 2020 just a lil STAY AT HOME vibes @kyleryl_
  • 56.
  • 57. 06 Apr 2020 COVID-19: Marina Bay Sands donates 15,000kg of food to charity
  • 58. 10:42 PM - 06 Apr 2020 Well done Marina Bay Sands! #SGUnited Kikz @rysalem
  • 60.
  • 61. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 62.
  • 63.
  • 64.
  • 65. Marketing Is Still Important You Are What You Do Customers First, Community Second Help Where It Makes Sense To Play The Long Game
  • 66.
  • 67. How Did We Behave? What Did We Do? Who Did We Prioritise? Did We Add Value? Did We Think Long Term?
  • 68. In the clamour for a COVID-19 playbook, we might find that the tools we needed were with us all along.
  • 70. INDONESIA 120% 116% 124% THAILAND 50% 65% 56% PHILIPPINES 61% 41% 92% AUSTRALIA 70% 72% 69% INDIA 114% 137% 133% JAN % CHANGE FEB % CHANGE MAR % CHANGE Source | Twitter Internal Data, 2020
  • 71. Feb Mar Apr Source | Twitter Internal Data, 2020
  • 72. 10M 5M 15M 0 Feb Mar Apr 24% decrease week-over-week Source | Twitter Internal Data, 2020
  • 73. TECHNOLOGY +39.1% ENTERTAINMENT +8.3% SPORTS +32.2% TRAVEL +37.3% GAMING* +61.2% Source | Twitter Internal Data, 2020 | Growth Q1 2020 vs. 2019 for Technology, Entertainment, Sports, Travel | *Growth March 2020 vs. March 2019
  • 74. Prevent Platform Manipulation Combat Misinformation Healthy Conversations Philanthropic Mission Search Prompts #COVID-19 18 countries and areas, including 12 non-presence APAC markets More information here. Social Activation Campaigns #WashYourHands + #StayHome Originated the launch w UNICEF and WHO in 24 Asian languages. Event Page for Real-Time #COVID-19 Updates Activated in 10 markets in APAC and in 13 languages. Outreach, Ads for Good Grants & Employee Match Donation Trained 30 Gov ministries for crisis response, disbursed $250K grants to 23 orgs + 4 Gov in 10 countries/ territories and featured 9 orgs for employee match donations. Automation Technology and Human Review to Remove Content Causing Harm Removed more than 1,100 Tweets containing misleading and potentially harmful content from Twitter. Our automated systems have challenged more than 1.5 million accounts which were targeting discussions around COVID-19 with spammy or manipulative behaviours.