Posts Tagged ‘Creativity’

The 30,000 Foot View: How KLM stays “in-touch” with customers

I have always loved flying. Now, I don’t mean just the hurtling through space in a comfortable cabin with movies, wine and dinner at my discretion. I mean everything about it—from the preflight wandering of airport bookstores and people-watching—to the in-flight blissfully out-of-time, disconnected from the world, “me time” with no chiming BlackBerry or demanding email—to my ultimate safe arrival somewhere across the globe that always has me marveling things like: “Seven hours ago I was in London, now I am in New York—that is crazy!”

I have always loved flying. Now, I don’t mean just the hurtling through space in a comfortable cabin with movies, wine and dinner at my discretion. I mean everything about it—from the preflight wandering of airport bookstores and people-watching—to the in-flight blissfully out-of-time, disconnected from the world, “me time” with no chiming BlackBerry or demanding email—to my ultimate safe arrival somewhere across the globe that always has me marveling things like: “Seven hours ago I was in London, now I am in New York—that is crazy!”

How crazy that transportation across space and time is—from a sheer logistics standpoint—I never really thought about it until I began, three years ago, to manage for KLM its In touch Community of Elite flyers from the Netherlands, U.K., Germany, Norway and Sweden. Before then, I never spent much time considering how much thought goes into getting 300+ people to their destinations, on time, in comfort, fed and entertained, without incident. … But now, I arrive at the airport and ask myself, as KLM asks its members every day in the In touch Community: What does efficient boarding mean? What is important in an airport lounge? How is the food? … the seat comfort? … the entertainment? What would make me more loyal to this airline? And how would I bring innovation to the industry? Now, as I board my flight, sip my wine, eat my meal or simply watch the wheels alight on the ground of Schiphol, I can’t help but notice the details.

Charles Hageman, Research Analyst for KLM and the driving force behind the In touch Community, never forgets the details, as he meticulously ensures that Elite flyers’ answers to all those questions get funneled throughout the KLM organization, to over 200 different people across functions and roles. His next magic trick? Opening the community up to the larger Air France-KLM organization, and expanding community membership into France, Spain and Italy. I, for one, cannot wait for even more reasons to interact in the In touch …with Air France and KLM Community with fellow travelers and help guide the innovation of an industry and brand that has transported me—on time and in style—across the world.

Charles recently sat down with Tamara Barber at Forrester Research to discuss the origins and impact of the In touch Community. You can read that case study here and also watch a video below of Charles talking about the community:

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It Takes an iVillage: A conversation with Candice Carpenter Olson on the evolution of community

One of the most iconic symbols of the early days of online community is iVillage – and the company’s founder and former CEO, Candice Carpenter Olson, recently visited us at Communispace. It was fascinating to hear about her original vision for iVillage, her philosophy about how women would connect with each other on the web, and her next big idea in the learning space.

One of the most iconic symbols of the early days of online community is iVillage – and the company’s founder and former CEO, Candice Carpenter Olson, recently visited us at Communispace.  It was fascinating to hear about her original vision for iVillage, her philosophy about how women would connect with each other on the web, and her next big idea in the learning space.

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When Granny Comes Callin’

For many of us, the dawn of the “Information Age” and computer illiteracy are far behind us, like dinosaurs roaming the Earth. Or even like buying encyclopedias from a door to door salesman (I was told at a young age that I was LUCKY to have my own set, HA!) Although for many Baby Boomers, finding information and products on the Internet is a daunting task.

For many of us, the dawn of the “Information Age” and computer illiteracy are far behind us, like dinosaurs roaming the Earth.  Or even like buying encyclopedias from a door to door salesman (I was told at a young age that I was LUCKY to have my own set, HA!) Although for many Baby Boomers, finding information and products on the Internet is a daunting task.

For instance, my grandmother still refers to the Internet as a person, like a faceless man in a suit with enumerable secrets locked away in a metal suitcase. “Yes, Grandma…I will ask the Internet.” And often I am forced to placate her, while taking a few minutes to play treasure hunter for her – whether it’s paying bills or buying items from the Disney store online, assuring her that you don’t have to go ALL the way to Orlando to get Mickey Mouse socks. They just don’t get it! Meanwhile, I find myself asking, “Why is Grandma suddenly calling to get information from me? What happened to the old ‘how’s work’ question? When did the paradigm shift?” Apparently, I wasn’t the only one with this problem …

Morey Wright, of South Florida opened Netcrossers, a service based firm that helps Seniors navigate the web in a way that’s comfortable, safe and convenient.  For as little as $199 a year, Seniors get unlimited access to a web specialist for search requests. This concierge tool can be used for a variety of things, like finding the perfect earrings, or helping Granny check in to the grocery store on Foursquare.

Ok, that last one was a joke. I don’t need another medium to find out a lady who used the 10 items or fewer line with 12 items (#killme). However, if it will help her get the information she needs without bugging me in the process, I think its value is inherent.

And while I didn’t invent this business, I’m happy Mr. Wright did.

So tell me, is $4 a week worth the price of catering to Granny’s insatiable whim?

3 Responses to “When Granny Comes Callin’”

  1. Morey says:

    Thanks for the write up Julie! At Netcrossers our mission is simplifying the lives of Seniors! And to answer your question, i think granny is worth the price of one Starbucks visit a week!

    Morey Wright
    Founder and CEO
    Netcrossers

  2. Julie Ruiz says:

    Morey, I think your business is the epitomy of innovation. I’ve been following your company recently, and I’m excited to see your employment goals come to life. Thanks for bringing jobs to South Florida!

  3. Jason says:

    Hey Julie, great article. I had no idea about this company but it makes sense. Like you said… most seniors just don’t get it. A phone call is so simple and it’s like… calling Google.. or calling Mr. Internet for an answer. Now the question is, how often can they call, up to how many hours of service do you get? I guess I’ll have to mosey my way over to the website now.

    My last question is… who will win the Heat/Celts game on opening night?

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Trust Me.

Did you know there are currently 10 elephants enrolled in painting schools in Thailand, and among the trunks toting paint brushes, the overwhelmingly preferred color is purple?

Did you know there are currently 10 elephants enrolled in painting schools in Thailand, and among the trunks toting paint brushes, the overwhelmingly preferred color is purple?


Having trouble sorting fact from fiction? You’re not alone.

According to the 2010 USC Annenberg Digital Future Study released earlier this week, nearly 80 percent of Web users rely on the Internet as a rolodex for informed reading, but a significantly smaller segment believes the spouted stats are sincere – and those digits are dropping annually. Ten years ago, 55 percent considered the majority of material concrete; in today’s edition that number dropped to 39 percent, a new low for the Digital Future Project.

Even search engines such as Google and Yahoo – traditional stalwarts of online sincerity – have lost some of their luster, dropping 11 percent on the reliability register. But what’s most stimulating (or simply scary) is the significant slide in trust even among websites we choose to visit regularly, a stat which trickled down for the third time in as many years.

If consumer confidence in online information continues to erode, how long do companies have before the lack of faith moves beyond the one medium and infects a brand’s overall believability? This raises the real question of how to win that confidence back and attain the vaunted status of ‘old faithful’.

Solid relationships require true trust – an attribute earned, not owed. The one direction offered by websites, purely pushing information out, isn’t engaging enough to build the requisite rapport needed to create certitude – that requires a two-way dialogue. Dynamic conversations allow consumers to think, test and ultimately interact with a concept; the ability to challenge inspires confidence.

Providing a platform for pondering back and forth is a means for entertaining the elephant in the room, that way we can sort fact from purple propaganda.

– 

Here’s to wishing readers from sea to shining sea a whale of a weekend as we jump out of July and attack August!

One Response to “Trust Me.”

  1. Janet Bednarz says:

    Well, I don’t care what other people say – I think Mr. One Eye is real.

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Taking an Online Gamble?

Chatroulette has become an overnight sensation for those in the know on the Web. Started in November of 2009, the concept is relatively simple: Chatroulette is a website that pairs random strangers from around the world together for webcam-based conversations. Similar to a speed-dating session, you can skip to the next chat at any time if your partner is boring you (or perhaps sharing too much skin—gross!) The site has become a favorite among college students; which was how I first heard of it. While taking a break from studying for exams, my roommate and I decided to take a spin on the site, and we soon found ourselves face-to-face with a wide array of different characters—pantless men, a pair of singing Japanese teenagers and a college-aged guy serenading us with his guitar were some of the highlights.

Chatroulette has become an overnight sensation for those in the know on the Web.  Started in November of 2009, the concept is relatively simple: Chatroulette is a website that pairs random strangers from around the world together for webcam-based conversations.  Similar to a speed-dating session, you can skip to the next chat at any time if your partner is boring you (or perhaps sharing too much skin—gross!)  The site has become a favorite among college students; which was how I first heard of it.  While taking a break from studying for exams, my roommate and I decided to take a spin on the site, and we soon found ourselves face-to-face with a wide array of different characters—pantless men, a pair of singing Japanese teenagers and a college-aged guy serenading us with his guitar were some of the highlights.

According to an article on CNN.com, one of the reasons why Chatroulette has become so successful is the sense of anonymity that comes with connecting to random strangers.  Like its namesake game, Chatroulette offers a chance to feel the rush of exhilaration in anticipating the unexpected.  However, is this the only appeal of the site?  If a similar venture were to be launched on a social-networking site, where one theoretically knew all of their contacts, would the appeal be gone?  I personally don’t see myself putting a service like this to much use. The limited numbers of my friends with whom I chose to Skype or video chat are the ones who aren’t  scared away by my messy-haired, no makeup, poorly lit, double-chinned self on screen. Call me vain, but I don’t see a lot of appeal in exposing that side of myself to the cyber world. 

What do you think?

One Response to “Taking an Online Gamble?”

  1. Kate says:

    Am I that roommate? haha. and you know i love chatroulette!!

    but i agree with you, if i knew the people on the other end i would run away!!!

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Old Spice’s “Man Your Man Could Smell Like” Campaign is Fantastic

Old Spice has been getting all sorts of praise for its “Man your man could smell like” advertising campaign. The premise is simple: jacked dude explains to women that if their men used Old Spice, they could smell like him—while all the while he is shirtless doing amazing feats (and riding horses… backwards). It’s cracked me up from the start and is absolutely brilliant in its absurdity. Understandably, the ads were instantly viral.

Old Spice has been getting all sorts of praise for its “Man your man could smell like” advertising campaign. The premise is simple: jacked dude explains to women that if their men used Old Spice, they could smell like him—while all the while he is shirtless doing amazing feats (and riding horses… backwards). It’s cracked me up from the start and is absolutely brilliant in its absurdity. Understandably, the ads were instantly viral.

With their new series of ads though, they’ve taken brand participation to a new level. The Old Spice twitter handle is written in the “voice” of the actor, which is funny and is a great way to make the brand accessible. But tweeting isn’t all—the company is also taking the time to individually respond to “@OldSpice” tweets with commercial-style video responses.

So when Kevin Rose, the founder of Digg.com tweeted “i’m considering buying old spice body wash just so they keep making these epic commercials – http://bit.ly/K87jz” while also complaining about a fever in a later tweet, Old Spice guy responded with this:

Absolutely love it. Now, I may not be a marketing guru, but I do think I know funny. And this, dear readers, is funny. Funny things get passed around and talked about. And that, I’m pretty sure, is marketing gold.

So what do you think: Is this an effective campaign? Do you think that as brands look to engage deeper and deeper with their customers we will be seeing more of this direct participation? Or, even more importantly, does a funny, viral campaign even affect sales? Will Old Spice be able to measure the effectiveness of this campaign?  Let us know what you think in the comments!

5 Responses to “Old Spice’s “Man Your Man Could Smell Like” Campaign is Fantastic”

  1. The thing that makes this advertising campaign so effective is it’s just ludicrously funny, and because no one knows Mustafa’s name (and he’s been signed as “talent” to NBC for a series to be developed), everyone keeps calling him “The Old Spice guy”. Brand, brand, brand.

  2. Lou Tamposi says:

    Steffani–I completely agree. If nothing else, this keeps the Old Spice brand buzzing. Do you think Mustafa is so linked to Old Spice that if and when NBC develops a series around him it will generate even more hype for Old Spice?

  3. Mike P says:

    Hype is 1 thing, but a more interactive and engaging experience with the brand would be to follow up with free “product” or attach coupon codes or other incentives to get people to purchase the product. That is a more integrated campaign, IMO

    Mike Pascucci
    @mikepascucci

  4. Barry Silverstein says:

    I agree it’s a brilliant campaign. It has brought an old, tired brand back to life. It’s not often agency and client teams are able to be bold and use humor in a way that has this much impact. I wonder what if any copy testing research was used or if they just went for it?
    Very cool.

  5. Jack Cahill says:

    I agree with Barry. I remember the first time I saw this ad, I did a double take and thought to myself, “that was Old Spice?!”. Great job of making me start thinking “cool” about a brand I had pretty much forgotten about. And Lou, it cracks me up everytime too. Nice post.

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Climbing the Great Wall of China: Version 2.0

There is something romantic about writing a blog. One shares his or her thoughts, stories, art and experiences with the world simply by clicking a mouse. Blogs have redefined what it is to be a writer or a journalist simply because “works” are published instantaneously. Whether or not the blog is actually read by anyone else but the blogger, the writer feels a sense of accomplishment and pride – he or she is, to a certain extent, an international superstar.

There is something romantic about writing a blog. One shares his or her thoughts, stories, art and experiences with the world simply by clicking a mouse. Blogs have redefined what it is to be a writer or a journalist simply because “works” are published instantaneously. Whether or not the blog is actually read by anyone else but the blogger, the writer feels a sense of accomplishment and pride – he or she is, to a certain extent, an international superstar.

But what about in a place where such stardom can be seen as a threat? Enter: China.

To some, the expansion of the Internet in China was a surprise. How would a country that encourages censorship incorporate the World Wide Web – the epitome of freedom of speech – without chaos? Naturally, regulations were put in place (the second Great Wall of China), and many websites were blocked. These include Wikipedia, Facebook, YouTube, and most importantly for the purpose of this blog entry, Blogspot and Blogger.*

Despite the limitations, there are millions of bloggers in China (an estimated 30 million in 2005). Some are political; others are, well, unusual, but the majority of China-based bloggers use blogs to talk about themselves – the type of self-expression that would be seen as ludicrous 50 years ago. And no doubt, Chinese bloggers take their “right to blog” quite seriously.

In 2008, in order to outsmart Chinese government censors, bloggers began to use software that would allow them to write backwards. Others attempted to write in the ancient vertical form to confuse the technology. Today, bloggers are playing a game of cat and mouse with Internet police by creating multiple accounts under pseudonyms or by purchasing software that allows them to climb over the firewall. Another trick? Modifying the blog content to avoid being caught using one of the 1,083 characters that are filtered by security forces, which is not quite as simple as misspelling a word or adding an extra number or letter to the end. (When using characters, this blogger assumes that Chinese bloggers use either a similar character or an entirely different character with the same pronunciation as the intended word. Confusing as it may be, readers can still gather the sentiment behind the code.)

Of the 136 jailed journalists worldwide, 24 are imprisoned in China. Clearly, the government means business.

It makes you wonder… what drives Chinese bloggers to keep writing when the risks are so high? What are your thoughts?

*It should be mentioned that despite these regulations, certain people are allowed access to these websites, and many more have found ways around the “Wall.”

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On Thin Ice

Picture this: It’s lunchtime and you walk over to your nearest office fridge to retrieve your midday nourishment of choice. You swing open the fridge door and there staring you in the face is a frosty bottle of Smirnoff Ice. Your coworker pops up from around the corner, points and yells, “You got iced!”

Picture this: It’s lunchtime and you walk over to your nearest office fridge to retrieve your midday nourishment of choice. You swing open the fridge door and there staring you in the face is a frosty bottle of Smirnoff Ice. Your coworker pops up from around the corner, points and yells, “You got iced!”

Sound far-fetched? It might not be. “Icing” is a new drinking game phenomenon that’s gaining popularity on college campuses across the country and, gulp, even in some offices too. What exactly does icing entail, you might ask? The rules are simple: whenever you see a bottle of Ice, whether on its own or presented to you by someone else, you must get down on one knee and chug said bottle. Unless, of course, you are deft enough to be holding another bottle of Ice on your person, in which case you’ve effectively executed an “ice block” and redirected the punishment (or perhaps – depending on your state of mind and the intricacies of your palette – reward) back on to the person who has attempted to ice you.  Okay, this game most likely won’t be taking your office by storm anytime soon, but it has quickly gained nationwide momentum among young adult males.

Unsurprisingly, Icing finds its origins in the hotbed of most true American ingenuity – college frat houses. The game began its ascent as frat brothers (or “bros,” as the anonymous creator of the blog Bros Icing Bros – cited in the article above refers to his brethren) started taking delight in making unsuspecting victims gulp down bottles of Ice at the least convenient of times. Why not just say “No!” to chugging an Ice? Decline to partake and you’ll jeopardize your status as a true bro.

The irony of this situation from Smirnoff’s – and parent company Diageo’s – is hard to ignore.  Suddenly, a product that young adult males would never normally consider purchasing and consuming for social reasons has been made “cool” to purchase and consume on a mass scale – and this change has been spurred by those at the helm of the very social institutions that previously would not condone its consumption.

But the negative perception that may result from the phenomenon could work to diminish the brand. Central to the humor and appeal of Icing is the fact that those who created and propagated the game do not truly endorse consumption of the product; they are in fact making fun of it through a sort of endorsement by non-endorsement (hence, icing someone being seen as punishment for the icee).

So how can Smirnoff embrace Icing and reap its potential benefits without both damaging its own brand and zapping the fun and authenticity out of the game? If they are too blatant in their attempt to commercialize the underground phenomenon, they could quickly turn off these new consumers. The game has gained popularity because it’s original, organic and entirely consumer-generated.  On the other hand, totally ignoring Icing and declining to “laugh with” consumers as the phenomenon spreads may promote the unflattering perception that they are being “laughed at” by consumers.

One way to maneuver between these extremes is to subtly pay homage to Icing in their advertising so that only consumers who are “in the know” understand that Smirnoff is winking at them and encouraging them to play on.

If Icing continues its ironic ascent and sweeps the nation, it will be fascinating to see what, if anything, Smirnoff and Diageo decide to do in reaction, and if they attempt to harvest this consumer-generated phenomenon into providing real value. With any success, they could provide a model for how to navigate and capitalize on similarly dicey situations. In the meantime, if you’re presented an Ice, assume the position and start chugging – or forever surrender your bro-hood.

One Response to “On Thin Ice”

  1. I haven’t seen this in action yet, but being as close as I am to a house of seven guys, I’m sure I’m about to… what I think is most interesting about this is that it is so simple, and yet sort of genius. Really, it could work for any low-end consumption brand (and maybe even beyond that). Cheez Whiz could easliy do the same with a “you got whizzed!” campaign, for example. Kind of goes to show that any buzz is good buzz… it’s just creating it that can be the challenge.

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Here Comes the Sun (do do do dit)

It’s the strangest thing. People are walking around outside staring at the sky. The look on their faces betrays only the slightest hint of recognition. As if the sun is a friend they grew up with and haven’t seen in 25 years. But it’s true…the rain has stopped in New England, and in addition to drying out our basements (err…cellars), we’re also getting ready to welcome spring into our lives.

It’s the strangest thing.  People are walking around outside staring at the sky.  The look on their faces betrays only the slightest hint of recognition.  As if the sun is a friend they grew up with and haven’t seen in 25 years.  But it’s true…the rain has stopped in New England, and in addition to drying out our basements (err…cellars), we’re also getting ready to welcome spring into our lives.

It’s got me thinking … we need a spring pop music hit.  The summer hit has long been a staple of the music industry.  Every year there’s a catchy, omnipresent little ditty that becomes part of the collective pop culture brain.  You want proof?  Despite being a few years old, I defy you to say “umbrella” without someone near you saying “ella, ella, ella.”  Summer hits are fantastic even when–and maybe especially when–they’re annoying.

So, why no spring hit?  Isn’t that when we need it most?  Aren’t we most desperate to roll down our windows and turn up our radios when the weather first starts to get warm?

Sounds like just the kind of problem a community could solve.  Hence, I call on you, my community.  To create, nominate, find and share the perfect spring song.

I nominate “Can’t Hardly Wait” by The Replacements.  It’s classic and perfect.

2 Responses to “Here Comes the Sun (do do do dit)”

  1. Jani Fraga says:

    I always get the urge to skip everywhere I go when the sun finally peeks out. I can’t believe that this weather is taken for granted, even in New England…give it a few weeks to be too hot or cold or humid or “I can’t wait for this heat to be over”. When you find out the latest jam, please let me know – in the mean time, I personally will be blasting “No Rain” by Blind Melon on my commute home, and deciding what is for dinner – black raspberry in a cup, or peppermint stick on a sugar cone…both with jimmies, of course.

  2. Nina Kentsis says:

    I LOVE the Replacements! They are truly one of my favorite bands. I think there was a bit of a resurgence of interest in them lately after Alex Chilton’s death last month. However, I’m not sure that “Can’t Hardly Wait,” while a fabulous song, is the best song for spring.

    I do like “Here Comes the Sun,” and yesterday as I was driving home, I heard “Rosalita” by Bruce Springsteen and that seemed just perfect to me. I would also nominate “A-Punk” by Vampire Weekend or “Click Click Click Click” by Bishop Allen.

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And the Best (Big) Picture Award Goes to…Pepsi

I live for awards season. I love the Golden Globes, honestly believe the SAG Awards really do mean more, and [deep sigh] swoon over the Oscars. It is in the spirit of film awards, that I offer you some 2010 Super Brand Awards:

I live for awards season. I love the Golden Globes, honestly believe the SAG Awards really do mean more, and [deep sigh] swoon over the Oscars. It is in the spirit of film awards, that I offer you some 2010 Super Brand Awards:

Best Actor: Domino’s Pizza
I know that the idea to address consumer complaints in ads has been polarizing, but I’ve loved every minute. You’re advertising that you’ve changed; you’re listening to your consumers; you’re advertising that you’re listening. You’re so Meta—the Daniel Day-Lewis of pizza.

Best Supporting Actress: Diapers.com
You’re the new exemplar of online shopping. The selection! The free shipping! You’re the picture of flexibility, versatility, and consistency. You remind me of a young Amazon.com.

Best Director: The International Red Cross
Your “text ‘Haiti’ to 90999” campaign provided individuals an easy and affordable way to help victims of the earthquake. You harnessed the power of social media and of mobile devices to create change. Your work will be copied, but I doubt it could ever be out done.  Mmmmm… the “Avatar” of philanthropy. 

Best (Big) Picture: Pepsi
Kudos, Pepsi! When other, less innovative, brands are spending an exorbitant amount to advertise during the Super Bowl, you’ve made a bold move and decided to end your 23-year run as a big game advertiser. Instead you are using $20 million marketing dollars to listen to and better the lives of your customers. You’re the advertising equivalent of De Niro in ‘Raging Bull.’ Bravo!

One Response to “And the Best (Big) Picture Award Goes to…Pepsi”

  1. Despite distancing myself from the Oscars after the shameful decision to increase the number of nominated films for Best Picture from 5 to 10 (really, double?), I’d like to cast a vote for:

    Best Original Screenplay: Will It Blend by Blendtec – captured my heart with their crushing campaign of introducing a new ingredient (iPods, baseballs, video cameras and more) to their blender blog daily. http://www.blendtec.com/willitblend/

    Best Adapted Screenplay: Intel – the good folks of Intel have effectively given a personality to their inanimate product with their latest campaign. The ‘Our Rockstars Aren’t Like Your Rockstars’ series proved equally poignant in several mediums from TV to print, no simple task. http://www.youtube.com/watch?v=jqLPHrCQr2I

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