Creating Brand Awareness on the Internet

In my last post I promised one more rant before I shut down for the summer—a continuation of my long-term campaign against awareness as an objective, on the Internet in general and in social media in particular.

I wrote about the issue two years ago in the context of metrics. At the time, it seemed quite reasonable to me that if you want to measure the accomplishments of Internet marketing programs you need to set behavioral objectives and collect the behavioral data to measure them. That still seems a perfectly logical argument to me, but it doesn’t make my point explicitly enough.

What I’ve seen in the interim is two-fold. First, endless students who tell me they want to create awareness (of their brand, presumably) in social media or on the web in general. I keep pointing out that it requires marketing research to measure awareness and that takes time and money. If people do something—register for your site, sign up for a newsletter, become a fan of your Facebook page, whatever—they are aware, aren’t they? Ok, the awareness and the behavior can be almost simultaneous, but the behavior is a manifestation of awareness. Not only that, any of the actions I suggested—and many others I can think of—put the marketer in a position to communicate further with the customer/prospect. That’s what I meant in the last post when I said that attitudinal awareness objectives on the Internet simply constitute leaving cards on the table. I like that phrase; it captures the foolishness of the way many marketers still approach the Internet.

The second think I’ve seen is practitioners setting awareness objectives even though I think they understand the argument for behavioral objectives. Behavioral objectives imply measurement. They know that the necessary marketing research to measure awareness objectives is unlikely to be done, hence no measurement. That constitutes hiding behind awareness as a hard-to-measure objective.

Actually, there is a third issue. Most of us have grown up practicing and teaching traditional mass media. That is still the mind set of most marketers. More so older ones, but also younger ones who should know better.

The lack of understanding of the fallacy of awareness on the Internet often leads to a major strategic error. It especially shows up in something like “we want to create awareness in social media.” The question is how do you get people to your social pages in the first place? They have to be aware before they initially visit the page and sign up to be your fan. How do you create the level of awareness and interest that gets them to your page or to your website? Oops, we hadn’t thought about that! Actually, what they often have not thought about is that it’s going to require some money to make this happen.

Yes, there is such a thing as social sharing and it can create awareness. A recent study from ShareThis and Starcom MediaVest suggests that social sharing can create substantial referral traffic. How many of the referrals are to customers who previously had no contact with the brand? That doesn’t seem to be a question the study, based on the ShareThis database, can answer. Actually, I’d like to see the entire study because I don’t understand some of the explanation in the blog. However, their data seems to make it clear that sharing is not likely to create viral content and that people only share in one or two content categories in which they are particularly interested or expert. The latter is what we’ve known about WOM in the physical world for a long time; the more things change, the more they stay the same!

I’d like to encourage you to think about this issue by doing some reading and listening. First, the Bain online branding study “In Search of a Premium Alternative” in which they point out the predominance of direct response ads on the Internet and decry the lack of online advertising alternatives that break through the clutter. Then you need to listen to Randall Rothenberg’s introductory speech to the “Future of Display Advertising” conference last week. He builds on the Bain study and recent announcement of new “Rising Stars” ad formats, designed to allow more creativity and impact in the online branding effort.

But don’t leave it at that. Take a look at the 6 new formats on the IAB site. Look at how many options they give for viewer behavior—from watch a video to download a mobile app—and everything in between. Again, the point is to encourage viewers to take action—action that can be measured. No need for awareness objectives here!!!

Farewell to Super Bowl 2011

I think most of the voting for Super Bowl ad favorites has closed now. That probably is wise; I’m not sure how many people still care. But I wanted to do a wrap-up to my pre-game post, which had a title that now seems remarkably inaccurate.

If you want a rehash, here are two good sites. Superbowl-ads.com has been doing this for a long time and has an incredible archive. Fanhouse has a nice Super Bowl page and you can compare the 2011 and 2010 winners. The Volkswagen Force ad was the winner on most of the sites I looked at. It was cute, and it had quite a bit of pre-game buzz.

Overall, I thought the ads were either bland and uninspired or technically deficient. Seems to me the fan-created ad contest has about run its course and I missed the A-B Clydesdales, but the Dog Party Ad was cute. The Eminem ad for Chrysler (an expensive 2 minutes worth) has gotten a lot of post-game buzz, and its intent was commendable. However, I watched it closely, wondering whether it was a Chrysler ad or a Detroit ad. Of the two, only Chrysler could afford to pay for it, so the answer was pretty obvious. It was, however, one of several ads that didn’t mention the sponsor until the last few seconds. Why do advertisers and agencies think it’s ok to spent $3m and not identify the source of the ad in the beginning so the viewer can connect the brand and the message? I know all the arguments about great creative to make an impact on the Super Bowl, but the basics of good advertising still apply. Finally, I thought the Groupon ad was in astonishingly bad taste. I think it was a last-minute buy, so they probably pulled something off the shelf, but if you can’t do it right, you shouldn’t do it at all.

For me the biggest disappointment was that the social media aspect I was looking for was not in evidence. I’m sure there was a lot of Tweeting going on, but in terms of obvious advertising tie-in, it just wasn’t there. What was I expecting? I don’t really know either! Is it possible that social media has a huge role in building pre-game and post-game buzz, but relatively little during the game itself. A firm called ymarketing did a report on the ads and their impact on social media that came out a couple of weeks after the game; here's the link. A similar study by PRLog says that all advertisers benefitted from social media traffic and that Motorola, Doritos, Hyundai, and Dove benefitted most. That’s interesting, because those four don’t tend to show up or at least show up high, in the best ads rankings. What does that mean??

Fast Company has an interesting take on Super Bowl ad metrics and some interesting additional coverage. Ad Age columnist Ian Schafer was also disappointed in the social media connections and has some pithy things to say about the ads themselves. The usual excellent SB coverage can be accessed on the sidebar.

So it’s clear we still have a lot to learn. Back to work!

Customer Empowerment: Are you in control of your brand? (or is your brand a public property)

The US retailer GAP experienced a public outcry that reminded me the good old New Coke case. The redesign of the GAP logo caused a storm of protest of customers / fans in Twitter and Facebook forcing the management to recall its decision and reintroduce the old logo again. The full story. Specially interesting for those who still doubt that the customer is now in control.
With my thanks to Allen Westra for sending me the link.

From Brands to Frands

"Social media is no longer an experiment. It has arrived as an important media category deserving of a major role in marketing plans targeting mainstream and leading consumers alike. Social media is powerful because users are blurring the distinction between they relate to friends and brands, creating powerful new opportunities for brands to create uniquely close relationships with those how buy them.The era of consuming is over. The era of sharing had begun in earnest. Social media is the new mainstream."

Source: OgivlyOne: Frands: Friends, Brands and Social Media in China

Reccommended summer reading for colleagues and practitioners who want to know more about the marketing of the future. Frand is a brand in the friends list of the social networking site. Increasingly important to have your brands in such lists:
How else do Chinese consumers (and for all intents and purposes all consumers) interact with their Frands? According to the above report:

- 71% are watching commercials on video sharing sites
- 51% are downloading branded applications to their phones
- 33% post product or brand reviews
- 21% are making and sharing videos about products or brands.

Do You Have a Personal Content Strategy?

Dan Schawbel, the personal branding guru of Gen Y, spoke in my social media marketing class last week to an audience of mostly Gen Yers. He made a strong case for building a personal brand. It makes sense to me to do it in the early stages of your career. In fact, it strikes me as the digital counterpart of having a good paper resume in the ‘olden days.’ It’s essential. The issue is how far you want to go with it and on what platforms. In other words, what are your objectives and your target audience?

Something that hadn’t occurred to me was the importance of building a network in actually getting some kinds of jobs. An applicant for a job in social media needs to be an accomplished user of social media, with friends and followers. It’s probably especially attractive if the profile of the friends and followers is similar to the target audience of the employer. When I stopped to think about it, the point was obvious. Would you hire someone to drive a car who didn’t know how to drive???

To me, the utility of a personal digital brand as you are career building is obvious. What about us older ducks? It still may be useful; think about your own situation. For some of us, it’s not. For me, that seems especially true because I have a pretty big digital footprint already. If someone wants to find me, they can. But in spite of that, I got an interesting tip from Dan and I’ve pursued it. Dan creates an enormous amount of content, but he is also a dispenser of relevant content created by others that he Gathers and Monitors. Most of us do that with email and RSS feeds; it creates a huge amount of incoming content to manage. His content management strategy is online. Mine consists of a bunch of file folders and Google Desktop search. I don’t tag, so search often comes up empty, even though I know I’ve read something and I think I’ve saved it.

So I found Dan’s Organize guidance especially useful. I had investigated Del.i.cious but I hadn’t become a regular user. I signed up and started using it over the weekend, and I think it’s going to be useful in both cutting down the clutter in my Documents file and on my messy desktop and, at the same time, enabling me to find things I need.

Now I have 3 buttons that let me easily tag the URL I’m on at that time, to look at my recent bookmarks, or to go to the Del.i.cious site to see what others are doing. There is also a bookmarks sitebar, which is easy to open and close from the pull-down menu on the Del.i.cious tab. Since I use Yahoo! as my opening page, all this was essentially automatic and I didn’t have to do much configuring. My only objections are minor; an extra line on my header but that’s text, so it’s small. It occasionally interfered with my Yoono sidebar, which is the one I prefer to always have open, but I seem to have settled that.

As you can see, I’m bookmarking content for a current project in higher ed as well as content for classes and writing. This has just got to be easier than all those files and folders. It’s also going to be useful to see what others are doing in terms of similar content and tags.

I think I like this. Will I Distribute much of this content? I’m not sure I will, but I’ll probably do more than I’ve done in the past because this makes it so easy. I’m going to be happy if it just streamlines my work!

What applications of this good concept can you make to your work or to your creation of a vibrant personal brand--or both!?!

Kraft Celebrates Football Season with Social Media

When I wrote about the Kraft iFoodAssistant widget recently, I realized that Kraft had more going on in social media and resolved to look into it. When you look, you find all the usual blogs pointing out coupon availability, which is ongoing for most CPG brands. It certainly is a new way of distribution though; and therein lies one social media impact.

What you also quickly see is two seasonal promotions for Velveeta cheese. Tis the season for tailgating or football on TV, and snacks made with Velveeta cheese are a seasonal item. The Kitchenistas blogger promotion has been going on since September; here's the microsite. In fact, today is the last day of activity for the five compensated “Mommy bloggers” who have participated in the promotion.
How does this kind of promotion affect sales? Velveeta brand manager Sherina Smith admits they don’t really know:

“It’s hard to say,” Smith says. “What we do know is that this consumer is online looking for ideas for meals. We know she blogs a lot and looks to other bloggers for tips and ideas. The more that we can be where she’s looking for ideas, the more we can be top of mind when she’s grocery shopping.”

All this context seems to create warm fuzzies for the brand, and that may be all we can say at present. I’d love to know the ROI of a low-cost promotion like this, incorporating real people, compared with the ROI of, say a traditional television commercial. Yes, I’d like to know, but what is the dependent variable—brand awareness, favorable brand attitudes, what? We’re back to the difficulties of measuring attitudes and their impact on behavior. Marketers have operated on faith that positive brand associations do matter for a long time, and I don’t think that’s going to change any time soon.

Enter the Big 10 promotion, also for Velveeta and also tied in with football season. Here’s the Big 10 Conference home page for today. Note a banner ad at the top by Rotel with a dish of cheese dip beside it. You probably won’t be surprised when you click through and find that most of the featured recipes feature Velveeta cheese. Rotel is a ConAgra brand with a non-corporate-looking website that pushes recipes and attitude.
Note that on the Big 10 home page there’s a square box pushing a contest for bowl tickets, again featuring Rotel. At the bottom of the page there is another banner that makes the Rotel Velveeta partnership more explicit. It’s all quite integrated—and hard to miss!

Kraft’s website, the iFood Assistant, and one guesses its relationships with bloggers will go on. Promotions for various brands, many of them seasonal, can also be expected to continue. What do you suppose they have on tap for Thanksgiving and Christmas? Stay tuned!

BMW Roars Down the Road (Desk?) Again

I found my original link to the new BMW “Expressions of Joy” campaign in a Tweet by Kevin Swanepoel—thanks, Kevin! My reaction was that BMW has done it again in terms of pushing the envelope on advertising (build your own) and, more recently, customer engagement (the graffiti wall).

The campaign, launched in the UK in the spring, is for the new Z4 model. If you look around you’ll find a lot of the typical—photo galleries (some so complex they froze my screen so I’m not providing links) and TV ads posted on YouTube.


But it’s the augmented (not virtual) reality application that intrigued me. It’s a technological update of earlier ad campaigns. Basically, once you download the software (called a paintbrush app), it lets you drive the new Z4 on your desk. If you wish you can create your own “expression of joy” and upload it to the contest on Facebook—reminiscent of the graffiti promo. There are several posts on the wall of the Facebook page and at least one on the photo page.

There are lots of comments about how much fun this is—and that’s a lot of the point!—scattered around the web. The one I liked most added something about how this was a geeky toy to be used by companies with a lot of money.

That is no doubt true. It seems to be a proprietary application; is it based on the Microsoft Paintbrush Tool? I can’t tell.

What I do know is that BMW continues to reach out to a young, well-heeled target market and to understand how to engage them. The challenge for other marketers is to use innovative, cost-effective ways of reaching and engaging their target audiences. Some of that is technology and tools; much more is creative marketing thinking!

Study: Social Media as marketing strategy pays off

One of the standard reviewer comments whenever I submitted a paper about Social Media Marketing is the lack of data backing the claim that Social Media Marketing positively helps the marketing strategy and therefore is necessary for strategists to include these media into their marketing toolbox. The reviewers are in principle right, there are no academic studies yet providing any ROI measurements of Social Media strategies or other similar data.
Yet there are some interesting very recent publications from the practitioners’ quarters; the co-author of the Groundswell Charlene Li released a new report she wrote in co-operation with Wetpaint titled "ENGAGEMENTdb“ making the point that Social Media pays off. The study looked at how the 100 most valuable brands — as identified by the 2008 BusinessWeek/Interbrand Best Global Brands classification — engaged in 11 different online social media applications. The interesting thing is that the study next to measuring the "breath" and "depth" of the engagement of these brands across the different online social media channels has also found a connection between high social media engagement and an average revenue increase of about 18% over the last year versus an average revenue decrease of 6% of the least socially engaged companies. Time for us academics to look to the issue in more depth and breath.

How Social is your Brand? II

In my post of 23 March I mentioned the Virtue - 100 Top Social Brands Index. As you possibly remember the nr 1 social brand (i.e. the brand most mentioned in Social Media) is iPhone followed by CNN and Apple.
In the site of Vitrue you can now find a very useful gadget measuring and comparing the "socialness" of brands. Interestingly the name of the American President Obama seems to be more popular in social media than even iPhone.

Another CPC Launches New Product Online

One point of yesterday’s post was corporations doing well by doing good. A recent article in Ad Age (subscription required) highlights another example that takes a more controlled, corporate-focused tack, but still engages in cause marketing.

Johnson’s® adult body care line is not new, but apparently they have reformulated the line with aromatherapy and maybe other elements. So perhaps it’s a relaunch, but it’s definitely starting in social media. After the social media program is established they’ll support it with print and digital advertising (no TV mentioned); that may be more for the baby products contest (more below) than for the adult skin care line. The hub of the program is a MySpace page, chosen for its entertainment and beauty issues value.

Ashanti is the spokesperson for the campaign. She launched the “cause parties" with a party to benefit the Boys and Girls Club of Harlem, with which Ashanti has a personal relationship. The idea of the cause parties is to allow women to host parties in support of a cause of their choice with Johnson’s® providing body care products. Johnson’s® made a $10,000 donation to Ashanti’s chosen cause to get the campaign started, and there was a lot of buzz in the online beauty and music world so that part worked.


In fact, the nature and content of the buzz supports their choice of spokesperson and strategy. Ashanti seems to be a permanent resident of MySpace, and the comments on beauty blog postings I read were all about the party, the dresses, the celebs. I didn’t see a thing about Johnson’s® body products, but I suspect they were pleased with the attention given to the initial party.

They have reached out to bloggers associated with Mom Central to promote the program. A second party is already scheduled. Latoicha Givens, the author of Luxe Tips, will give a party in Atlanta on April 19 to raise money for CARE’s Women Empowerment Initiative. There’s obviously cross-promotion between the beauty blog and the body care product line. Johnson’s®, Ms. Givens’ blog, and CARE will all benefit. A win-win-win!

In fact, the campaign seems to be quite woman-friendly. According to Ad Age the “program looks to let women who may be out of work remain active by volunteering for causes important to them and enable working women to help out charities whose coffers have been depleted by the recession.”

The campaign is not without detractors. One of the commenters on the Ad Age article said, “Great brands like Johnson & Johnson shouldn't be climbing on borrowed-interest bandwagons so obviously insincerely. It makes products women have always trusted to most--J&J Baby Stuff [a separate program on YouTube happening simultaneously]--seem shallow and suspect.” I’d peg that as another “just doesn’t get it,” whether we’re talking about moms entering videos of their babies in a contest or women hosting parties to benefit causes they care about. What’s not to like?

It seems to me that Johnson’s® has it right. According to Rich Hildebrandt, group product director-new ventures for Johnson’s® , ”the goal of both programs is to deepen engagement rather than reach a maximum number of people.” He wouldn’t say how much they are spending, but it has to be less (probably a lot less!) than a traditional television launch. And the body care program has the halo effect of women they have identified as influential bloggers and of the meaningful causes they support.

Their alternative was intrusive, expensive mass media advertising. I like their choice. What do you think?