What can marketing learn from

VANILLA ICEcloser customer connections in

changing times

http://www.flickr.com/photos/eboman/395968846/

Peter Harris

Peter Harris

Managing Director @ Colmar Brunton

AUDITOR marketing RESEARCHFamily man AMSRS aussie NEW MEDIA

building relationships ASHES TRAGIC

“Stop, Collaborate and Listen” – Vanilla Ice

Stop. Collaborate. Listen.

Past

Your brand is no stronger than your reputation

– and it will increasingly depend on what comes

up when you are Googled.”

Alan Jenkins, Global Communications Consult“

Today

“In most categories a brand’s market share is stationary”

4 out of 5 categories seen as increasingly homogeneous

3x $ spent on discounting as ‘brand building’ in fmcg

0.5% average click-thru rate for banners

Less than 1 in 10 ads seen as different

4% response rate successful in DM

Sources: Andrew Ehrenberg; Copernicus Consulting; McKinsey

Some inconvenient truths

Brands fall into one of four engagement profiles…. Mavens have experienced better

revenue growth (last 12 mths)

Source: The world’s most valuable brands. Who’s most engaged? Ranking the Top 100 Global Brands Report, prepared by Altimeter and Wetpaint

Brands that engage in social media are winning

Old way

New way

brands must go beyond broadcast

and become “facilitators”

Stop. Collaborate. Listen.

collaborate Invite them in. Treat them as collaborators. Harness their

collective intelligence. Give them a role in helping the brand succeed and a chance to become visible to their community.

I get by with a little help from my friends,

I get a high with a little help from my friends,

Oh I’m gonna try with a little help from friends

- The Beatles

“

collaborate

If what we’re doing is right, and if we give them the tools, young people will do the marketing and organising for us(and be better at it than we are)

http://au.youtube.com/watch?v=Y0SOXW_K56w

• 70,000 ideas in first year• Free coffee for Gold Card members on their birthday• Starbucks VIP card• Buy coffee beans, get a free cup of coffee

• Get (free) help, advice & support in planning kitchens, offices, wardrobes eetc..

• Employee and fan community - 100,000+ members, 4 yrs old

• Community donations + ad revenue funding model

• Reward participation with Ikea gift cards

Results

“Consumers are beginning in a very real sense to own our brands and participate in their creation.

- A. G. Lafely, Chief Executive at Procter & Gamble

We need to learn to let go.

entertain

useful

connect

educate

Why they will collaborate?

Source: PHD

Stop. Collaborate. Listen.

Talk with customers in context. Listen to their ideas before they get skewed. Uncover issues, focusing on how people feel.

Listen

“In the old days, brands wanted everybody to pay attention to them. Now brands need to pay attention to everybody else.”

-Anonymous

listen

We’ve been voted the best marketer of the 20th century. But that’s because we were the biggest shouters. In the 21st century, we want to be the best listeners.

“- Greg Icenhower, P&G, director of corporate communications

Social Media Monitoring Tools

Social Media Buzz Monitoring 1. Free Alert Systems

2. Paid Analysis Dashboard

3. Full Service Insights Partners

REACHHow many people are we reaching? METRICS: [example metrics: unique views]

INTERACTIONHow are people interacting with us? METRICS: [example metrics: video plays]

ENGAGEMENTHow many are becoming part of our community?METRICS: [example metrics: user-generated content]

INFLUENCEHow are we changing user action or opinion? METRICS: [example metrics: conversation tone]

EXPOSUREHow are users extending the reach of the program? METRICS: [example metrics: online buzz]

Online Customer Community• Continuous connection to your customers• 300–500 invitation-only members in a room

Discussion

Quick Polls

Online chat

Brainstorm

Use photos

Video

Survey

Journals

Mystery shopping

Scrapbook

Immersion

Twitter

Off-line events

Problem

• Developed new brand ad in 5 days with Branson

• Concerned new brand ad was to risqué

• Validate with prospects fast

Solution

• Tested ad in online community among young flyers

• Positive response / low risk

• Turned results in a few days

• Cost effective

 

Community at a glance• Launched November 08 / 1,000+ members• Private online community for Hyundai owners or inner circle of trusted advisors• Recruiting through existing customer base + “hand-raisers” that attend industry events like auto shows• Activities focus on two initiatives. The first expanding the brand with the new Hyundai Genesis vehicles. The second is Blue Drive,

Hyundai’s new initiative to produce eco-friendly products

‘Listening is the new marketing’, Chris Brogan

7 Secrets of Vanilla Ice Marketing

1. Make your own game

• Stand out• Don’t play by other people’s rules

2. Build a Posse

• Make friends / connect• Insiders advantage / outsiders can’t buy influence• Create a big F’n network

3. Spin off

• The Archimedes Effect / Leverage• Build off previous success

• Be a great party host• Invite them to participate and mash their own content• Connect , network and help build relationships

4. Throw Awesome Parties

• Provide opportunities to participate • Don’t force the conversations but help it along• Share instead of hoard

5. Pass the mic

6. Go On Road Trips

• Put on & play a constructive role in offline events• Add value to the community experience• Capture content and 3rd party perspectives on your community topic  

• Pay your dues - consistency and authenticity• Be open to criticism and admit when you are wrong• Have a higher purpose

7. Keep it real, always

Don’t chase the paper. Chase the dream.

- Sean Combs aka “Puff Daddy” to rapper Biggie Smalls aka “Notorious

B.I.G” in Notorious“

Peter.harris@cbr.com.autwitter.com/peteraharris

Appendix