Camaraderie, Not Claws, at this Year’s Luxury Interactive Conference

Luxury Interactive at the Critical Mass Booth

As in 2008, this year’s Luxury Interactive Conference was mostly enlightening, often fun, and at times a bit “out-there.” But then, that’s the nature of industry confabs.

 

Last June I was a speaker here, alongside my then-client in front of a pretty big breakout room filled to capacity with 200+ of the glossily groomed. It was one of two simultaneous presentations, and from all reports the other room was much bigger than ours, but just as full. This time around it was a pretty different story.

 

We’re all familiar with the economy’s effect on our and every other business on the planet. At the Luxury Interactive Conference, this reality took shape in lower attendance (to be expected), fewer speakers, a smaller venue, and only one main ballroom for all presentations on the docket.

 

This is not to say, however, that the conference wasn’t a success. How could that be? Well for starters, a completely new ambiance filled the air — everyone, whether on stage or in the audience, genuinely looked to help each other through this trying time. The standard feeling of competition, even among agency personnel looking to fatten up their new-biz pipelines and appointment books, was relatively absent. No thinly veiled corporate espionage could be detected. No goofy adult version of the high school clique; just a bunch of people looking to each other for help on how to get through this.

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Why Your Social Media ROI Is Broken– And How To Fix It

“Half the money I spend on advertising is wasted; the trouble is I don’t know which half.”

- John Wanamaker

I can’t stand that quotation.

Even today, it is bandied about as though it has any meaning in the current world of (online) marketing. It contained some truth when it was first said, but today it just identifies the lazy marketers in our midst.

Why the vitriol? It’s because almost everything is becoming measurable. Now, there is no reason to claim ignorance to analytics - we are swimming in data.

But that might be the problem. As the recession continue to apply pressure to all industries (and on advertising and marketing more than most I would venture) there is a redoubled focus on return on investment (ROI).

And this is wonderful. The online channel is made to justify advertiser’s investments. But the advent of social media has thrown a monkey wrench of sorts into the works. How do we define ROI in a web 2.0 world? How has the landscape changed and how can we plan for tomorrow?

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fixoutlook.org: Proactive, Transparent, Aggregated

fixoutlook

Fixoutlook.org is an orchestrated effort by the Email Standards Project, Campaign Monitor and Newism to help the user community send a unified message to Microsoft.

The Email Standards Project is about working with email client developers and the design community to improve web standards support and accessibility in email. The project was formed out of frustration with the inconsistent rendering of HTML emails in major email clients.

Proactive, Focused

ESP works with MSFT and during beta testing of Outlook 2010 they were seeing the same poor standards support as 2007.  This was bad -there had been no improvements to the Word rendering engine and MSFT plans on keeping it that way. Faced with a challenging client situation, ESP plead their case but didn’t ask the client to take their words on the matter, they’re leveraging the volume of the user community.  ESP is saying to MSFT “we know your users better than you do, just listen.”

Transparent, Live, Uncontrolled

ESP laid out their story and asked users to give their opinion in an open-ended way.  They’re not leading with questions, not confining answers to limited options of a poll, they’re asking for any and all thoughts on the matter.

Aggregated, Organized

They’ve chosen twitter as the medium and given directions to include the site name as a tag for categorization.  It appears the common use of link shorteners has stunted this effort; nonetheless, “Outlook 2010″ is trending third on twitter behind #iranelection and Transformers2 (as of 11am CST).

The initial response to ESP’s effort is significant, but why didn’t Microsoft engage its community in the first place?  I see a lost opportunity for the Evil Empire to narrow the disconnect between its company and user community.

Google Wave: Anthropology in Overdrive

The Google team behind Maps, in an attempt to conjure a similar breath of fresh air in the way we communicate, announced last week its development of Google Wave. With an online communications tool that purports to combine e-mail, blogs, instant messaging, and wikis, they’re well on their way. (Google Wave’s launch date is as yet unannounced.)

In my mind, the most significant innovation of Google Wave is its treatment of a communication thread – instead of being sent around as a permanent entity, a thread (now a “wave”), becomes a living, nearly breathing resource.

Imagine a message you’d written to several coworkers about a project, with details that weren’t altogether fleshed out. With Google Wave, your coworkers would get your wave, add their questions (which you’d then see) and would notice edits you make to include project details as they develop. Everyone sees and refreshes the same hosted document.

google_wave

Google Wave highlights include:

· Real-time typing option, which makes each wave a potential venue for instant messaging, with – allow me to repeat – real-time typing (Time to polish your keyboard prowess.)

· Private messaging, so that certain parties can only see select parts of your wave

· Live interaction with Wave extensions, like a “Yes/No” RSVP gadget, polls, and, sure – maybe a game or two (Developers, start   your engines!)

· “Playback” allows a wave’s newcomers to get up-to-date on the conversation

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Old World/New World: Market Research

With the emergence and expansion of social media, consumers can talk to each other and share information on a scale exponentially greater than during any other time in history.  Three years ago, The Economist called the new era of participatory media revolutionary and likened the magnitude of impact to that of Gutenberg’s printing press.

The emergence of social media has caused a fundamental shift in the relationship between consumers and corporations.  Namely, the brand identity ‘ball’ has bounced into consumers’ court. Where the goal used to be for brands to start the conversation, the new opportunity is to join the conversation.

This changes things for marketers and the way they do research.  No longer is there need to gather consumers and ask for a response.  Conversation is aplenty; all the brand needs to do to find out what consumers think is to listen.

Shifting lexicon:

traditional social
target reach
demographic psychographic
exposure, impressions share of voice, engagement
approval rating sentiment, promoter score
focus group social monitoring

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Award-Winning Experiences

As our blog name indicates, we at Critical Mass place a premium on experiences—ones that engage, captivate and connect users to brands in meaningful ways. In our quest for extraordinary experiences, we are proud to share a few that have garnered accolades from our industry peers.

 -          NASA.gov and Mercedes-Benz AMG 360 Honored at Webby Awards

Critical Mass’ NASA.gov site was named the official People’s Voice Winner in the Government category of the 13th Annual Webby Awards. As an official nominee, the NASA site was pitted against other contenders in the category and after the global Web community placed their votes, the NASA site came out on top.  Also honored was Critical Mass’ work on the Mercedes-Benz AMG 360 Video Experience, which received an Official Honoree designation in the Automotive category.

 -          Budweiser American Ale Site Wins Regional ADDY Award

Critical Mass also took home a Silver Regional ADDY Award for its work on the Budweiser American Ale microsite. With this win in the District 6 Competition, the Budweiser American Ale work will go on to compete for national honors, to be presented at the AAF National Conference in Virginia.

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The Revolution Will Be Digitized

I am currently addicted to anything having to do with the American Revolution.  One of my favorite Jefferson quotes is “Every generation needs a new revolution.”  Our generation is in the midst of a digital revolution and so I was intrigued when I read late last week that two of the biggest talent agencies in Hollywood agreed to a merger.  Endeavor Talent Agency and William Morris will combine forces and create what could be a formidable competitor to CAA.   It also creates a great opportunity for brands to help shape the future of digital distribution.

Hollywood continues to look for the model that puts content in front of the right audience at the right time.  Many studios have launched mini-digital studios within their walls only to see them fail.  Nikki Finke at Deadline Hollywood Daily has a good summary of that scenario here, specifically around United Talent Agency’s 60Frames. 

Meanwhile, brands look for new ways to put their message in front of consumers at a time when they are willing to engage.  Where is the commonality?  The audience Hollywood wants and the consumer that brands crave are the same group.  They are the rebels in the rebellion. 

In order to get content in front of the rebels (I sound like Princess Leia, don’t I?), both Hollywood and brand marketers should recognize just how it is consumed.  We try and look at all content being consumed in one of three ways:

Searchable:  self-directed with instant gratification (think Google returns)

Syndicated:  engagement driven and scalable (think entertainment networks like Hulu)

Social:  taps the power of community and influence (think Facebook)

So if all experiences fall in one of these buckets, how you get the content into those buckets becomes the biggest challenge.  That brings us back to Endeavor/WMA and the opportunity for brands.

Over the last year I have maintained a dialogue with film and television producer Michael Shamberg (we don’t think there we are related plus we differ on Chicago baseball) around brand participation in digital entertainment and content.  Michael sees the value of digital original content and interactive storytelling both for his industry and for brand marketing.  

When I asked him about the impact of the merger, and specifically the impact of how talent agencies might drive digital distribution, he identified two tracks.  “Either people will get discovered online and then agencies will want them for TV and film or they will package their film and TV talent to go online in an equity play like Funny or Die.  But until there is real money there for fictional content I just don’t see it as a core business”.

That real money, dollars that could appease talent agencies, should come from brands.  Sponsorship dollars, digital product placement, syndication fees and perhaps even a subscription model could combine to create scalable and sustainable revenue that would compliment TV and film business rather than cannibalize it.  Brands get unique exposure in a portable environment (key for consumers) and the buzz that resonates from Hollywood.  Hollywood puts their content in front of their audience somewhere other than the theatre (key for audience) or the TV and leverages their best asset – stars. 

In other words, brands can play the part of France in this revolution, swooping in to provide cash, strategy and a way to control distribution of Hollywood content.  The simple truth is that no matter how much user-generated content is out there, Hollywood will always be king (but not in a King George, squash the rebellion kind of way).

The Bastardization of the Customer Experience

If you have read any of my previous posts, you know that I am a huge sports fan.  As such, I have a tendency to post about ESPN a lot.  As they are the self-proclaimed world-wide leader in sports, its kind of hard not too.  BTW, “world-wide” is a bit much, as no one in Europe watches ESPN and last time I checked they are a big part of the world.

This morning I went to the site as I always do and went to look for the headlines.  Of late I have been disappointed that this section had been shrinking and I was only getting a small amount of them.  Here is what it looks like today:

espn_no-headlines1

So when the page loads I get absolutely zero headlines.  Nothing.  Zilch.  Nada.  In other words, I get the same amount of news headlines as the Calgary Flames get second round home games (there, I built the one jab in that I said I would in the CBC radio interview.)  I have to scroll down the page to get the information I want.

As loyal ESPN.com user, I’m pissed.  They have continually bastardized their site in an effort to make more room for ads and thus drive more ad sales.  I keep coming back because even because the content they have is second to none.  This last move, however, is a tough pill to swallow.

Now, to their defense, if you do scroll down you get 15 top headlines.  That is three times the amount you got before.  Also, it is possible that the Mac ad running their now is only temporary and they will go back to the old format.

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Unintentional Advertising

 

Let’s assume that one of the UK’s largest broadcast networks like iTV decided to stop all advertising efforts for Britain’s Got Talent. Would they cross their fingers and hope people talked about the shows around the water cooler at work? Would they hope that enough people added the show to their DVR list while it was being promoted heavily? Or maybe, they would wish for a 47 year old woman who would sing a song that was heard by millions?

Reports from Mashable show that Susan Boyle’s video is on track to reach 100 million views (not counting replays on talk/new shows, news shows, etc). What’s the implication here? Britain’s Got Talent received the equivalent of a super bowl sized audience because they were lucky enough to host a venue with the potential for amazing content. The show didn’t even have to create it. It simply established and promoted the venue. The formula we witnessed in this situation is:

BRAND X (TV Show) + CATALYST Y (Susan Boyle) = MASSIVE PROMOTION FOR BRAND X
The above formula isn’t a complex one, but the trouble lies in finding the perfect variables. iTV is a media company. For them to strike gold on a piece of content isn’t that unlikely. After all, they are in the business of distributing media so the Susan Boyle unintentional advertising campaign was bound to eventually happen in one form or another. Where this formula proves to be the biggest challenge is when embraced by companies that don’t have much to do with content creation. Packaged goods, automotives, etc, earn their profits from selling products not intangibles like entertainment or information. This doesn’t mean that these types of brands are excluded from trying to capitalize on unintentional advertising, it just means that they are going to have to roll the dice in terms of content creation (more often and perhaps with less of an agenda) in order to potentially reap the benefits of a viral piece of content.

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