The Company Your Company Could Tweet Like

Earlier this week, the Man Your Man Could Smell Like (whom his fans affectionately refer to as "Old Spice Guy," and who seems to have a mysterious connection via a parallel universe to actor and former NFL player Isaiah Mustafa) spent two days personally responding to Tweets and Facebook posts addressed to him.

Old Spice Guy is not the first to converse with Facebook fans and Twitter followers on behalf of the company he represents. However, he is the first to carry on that conversation through over 150 YouTube videos recorded and posted over two days while in a bathroom, wrapped in a towel. Here's a sample:



In other response videos, Old Spice Guy answers fans' questions, gives shout-outs to celebrities, offers manly wisdom, sweetly reassures skeptics, and even proposes to a man's girlfriend for him. But you'll have to find those videos yourself.

As of this writing, each video has received between 33,000 and 1.9 million views. Most of the videos have received a few hundred comments each. And a few received comments like, "I went out and bought Old Spice TODAY because of this video!"

The Old Spice brand image has come a long way in a few short years. Not too long ago, Old Spice seemed...old. My grandfather used Old Spice. My guy friends did not.

But now, Old Spice seems young. Strong. Robust. Adventurous. Manly. Daring. Thanks in large part to a well-executed campaign surrounding Old Spice Guy, making the claim that wearing Old Spice can help men to smell like a "ridiculously handsome" man who rides horses and whales with equal ease, uses wolverines to apply body wash, bakes gourmet cakes in a kitchen built with his own hands, and wins medals for exotic car-throwing.

Old Spice has created a new image for itself with clever videos that make hilariously absurd boasts of manly strength. Because it has created content that people enjoy watching, it has been able to reach audiences and start converting viewers into fans. And now its amazingly funny personalized video responses have furthered those fan relationships.

I'm not saying that your company needs to start conversing with customers via individual YouTube videos of a man in a towel. In fact, you probably shouldn't. But you should look for ways to connect with customers in an enjoyable way that surpasses expectations and aligns with the brand reputation that you want to have.

If personalized video response tweets is the way for your company to do that, then go for it.

Serving vs. Stalking

An AdAge article yesterday reported on a recent study of the effectiveness of online advertising. The study examined two online ad tactics - targeted* advertising and obtrusive** advertising - to see their impact on consumers' intent to buy.

The results showed that consumers were 0.9% more likely to buy when they saw a targeted ad rather than a non-targeted one, and that they were 0.5% more likely to buy when they saw an obtrusive ad over a non-obtrusive one. However, when an ad was both targeted and obtrusive, consumers were only 0.3% more likely to buy than if the ad were a typical, non-targeted, non-obtrusive ad.

The study suggested that privacy-concerned consumers may find targeted obtrusive ads to be manipulative.

The bottom line is that marketers exist to serve customers, not the other way around. We aren't serving the customer when we use ads that interrupt what the customer is doing. And we aren't serving customers when we interrupt them with an ad that says, "I know you're looking at Product X right now, so you should stop what you're doing and come look at my Product Y to go with your Product X." Even if these interruptions create more "brand awareness," they don't create the brand awareness we want. If it's not serving customers, it's not worth it.

We serve the customer when we make ourselves available for them to choose when they need our services.

As marketers, our attitude should not be one of pushing ourselves, our products, and our messages onto customers, but one of waiting on customers. "Waiting on" customers the way a server "waits" tables. Or the way a servant used to "wait on" his master. Paying the utmost attention, capable and diligent, doing everything in our power to be available, letting them know that you're there for them, waiting for the slightest request, ready to provide what the customer needs.

Marketers, wait on your customers. Don't interrupt their lives.


*Targeted advertising is that in which the advertised product relates to the content of the site, i.e. an ad for camping gear on a site about outdoor recreation.

**Obtrusive advertising was defined by the study to include pop-ups, pop-unders, ads in an audio or video stream, takeover ads, non-user-initiated audio/video, full page banner ads, interactive ads, floating ads, and interstitials (ads displayed before a page loads).

If I Were an Oscar Mayer Wiener...

...I would be on my way to feed hungry families right now, thanks to Oscar Mayer's Good Mood Mission.

The Good Mood Mission is a partnership between Oscar Mayer (a Kraft brand) and Feeding America (the nation's largest domestic hunger-relief organization).

Visitors to www.goodmoodmission.com can help feed needy families across America by completing a Good Mood statement like, "It doesn't get better than...." or "The best cure for a case of the Mondays is..." By completing the statement "If I could ride shotbun in the Wienermobile, I'd...", they can also enter to win a ride in the Oscar Mayer Wienermobile for a day.

For each of these "Good Moods" submitted, Oscar Mayer will donate one pound of food to Feeding America.

For each "Good Mood" shared with friends via Facebook or email, Oscar Mayer will donate five pounds of food.

For each person who becomes a fan of Oscar Mayer on Facebook, Oscar Mayer will donate ten pounds of food.

Plus, folks can visit ebay.com/oscarmayer to bid on the Oscar Mayer Wienermobile. The winning bidder will win the Wienermobile for a day, plus a catered Oscar Mayer cookout for 50, and a year's supply of Oscar Mayer wieners. All of the proceeds will be donated to Feeding America. As of this writing, the bid is at $1111.11 - the auction ends June 4, 2010.

This kind of initiative is why I love the idea of social cause marketing. Organizations support - and encourage their customers to support - a worthy cause, and build something fun around the effort. With the Good Mood Mission, people all over the world can contribute to the conversation, enjoy reading others' Good Moods, daydream about riding in the Wienermobile, watch a funny video of actor Ty Burrell with the Wienermobile, and have their days brightened in the process.

Not to mention that when they do so, they are also causing Oscar Mayer to feed hungry families.

If a company is going to make a contribution to a non-profit organization, why not give their customers a chance to get involved as well? And why not have fun doing it, and create a great experience for the customers who join in?

It has worked for Oscar Mayer and Feeding America so far - the goal for the Good Mood Mission was to donate 3 million pounds of food. As of this writing, 2,904,795 pounds have been donated.

As a corporation, find a way to help the world, and find a way to enable others to join in.

"...if I were an Oscar Mayer weiner, everyone would be in love with me!"

Just Plain Fun

I love this idea.

Gatorade and Fox Sports are teaming up to give unsettled high school rivalries a chance to settle the score - a decade after they originally played.

In Replay: The Series, old high school rivals are nominated to play again in re-matches organized by Gatorade and Fox Sports. The two companies provide training, coaches, a venue, and the opportunity to bring closure to old competition.

The first season of Replay: The Series featured the 1993 football teams from Easton (PA) Area High School and Phillipsburg (NJ) High School. The 1993 Thanksgiving Day game between these two long-time rivals ended in a disappointing tie. On April 26, 2009, these same players - now 33-year-olds, not 18-year-olds - suited up one final time to determine a winner once and for all.

Gatorade provided eight weeks of intensive training for the teams (as well as sports drinks for the game, of course); while Peyton and Eli Manning served as honorary coaches for the big game.

The second season of Replay: The Series culminated in a hockey match last Sunday, May 9, 2010, between the 1999 teams of Central Catholic High School and Trenton High School, both from Detroit. The original 1999 game ended in a draw after a player's jugular vein was sliced open by a skate. Eleven years later, that player inspired Gatorade and Fox Sports to reunite the teams for a final match-up.

I love Replay: The Series simply because it's fun.

It's fun to hear the stories of the original fateful (or non-fateful, however you want to look at them) games.

It's fun to see the passion and anticipation of these former high school athletes and their hometown fans.

It's fun to see grown men get back into shape for a shot at redemption.

It's fun to read player bios, follow the training, and watch the final outcomes of the games on the Replay website.

And it's fun to nominate one's own high school team for a Replay via the Replay Lineup Finder on Facebook.

If you want to build love of your brand, connect better to your audience, and strengthen brand awareness, why not do it with something that's just plain fun for people to participate in and to watch? Create a fun and worthwhile experience; people will remember you for it.

Crowdsourcing Love and Chocolate

On February 14 of this year, Lacta chocolate discovered that love was in the air. And on the airwaves. And online.


Lacta - a Grecian chocolate company bought by Kraft Foods in the 1980s, and currently the top-selling chocolate brand in Greece - has made good use of interactive marketing in the past few years to promote love (and, by extension, chocolate). Lacta's most recent project climaxed on Valentine's Day 2010 with the premiere of a love story, brought to film by Lacta customers.

Creation of the 27-minute film, entitled "Love in Action," began in October 2009 with a television ad inviting viewers to submit their own real-life love stories on the Love in Action website, www.loveinaction.gr, for the chance to have their story made into a movie. According to an article this week by AdAge.com, the site received 1,307 submitted love stories.

Lacta, their marketing consultants at OgilvyOne Worldwide, and screenwriter George Kapoutzidis picked the winning story from the 1,307 entries.

In November 2009, Lacta issued another tv spot, asking the audience to view actors' screentests for the film (which were posted in full online), and to vote for the cast of the love story. These online audience members also chose the characters' names and clothing for the film.

In early February 2010, Lacta released a short trailer for "the love story we all turned into a movie."

Originally scheduled to release solely online on February 14, the "Love in Action" film also broadcast - at no cost to Lacta - as part of the Valentine's Day programming on Greece's leading tv station, MEGA Channel.

In March 2010, Lacta published a fourth and final tv commercial for the campaign, showing the film's ending and announcing that the film was based on a true love story.

(See the film and the entire campaign process at the Love in Action blog.)

And it seems that interactive romance stories work well for Greece's leading chocolate brand. In the quarter after the Love in Action campaign began, Lacta's sales were up 0.6% while the overall chocolate market was down.

This was not Lacta's first foray into interactive storytelling, either. In 2008, OgilvyOne had helped Lacta to release an online "choose-your-own-ending" love story, entitled "Love at First Site". Visitors made choices to move the story along to a happy (or unhappy) ending. Codes on wrappers of Lacta chocolate bars provided clues as to the right choices to make on the site.

Due to the success of the crowdsourced romance - according to AdAge, "Love in Action" was viewed by 12% of Greek television watchers, and was viewed 150,000 times during its first few weeks online - Lacta plans to create another interactive online love story based on one of the other 1,306 campaign entries.

Love, chocolate, and audience participation. Seems to be a winning combo for Lacta.

Can Social Save Chevrolet?

Several months ago, shortly after it was announced that GM would be selling Pontiac, my friend Savannah asked me to write about marketing strategies that GM could use in order to maintain market share after the divestiture.

Shamefully, I neglected to write such a blog post at that time.

However, many months later, General Motors (or Chevrolet, anyway) is making some marketing moves that give me some hope for the company: Chevy is one of the sponsors for the South by Southwest (SXSW) Festival in Austin, Texas, March 12-21, 2010.

SXSW is an annual pilgrimage for many in the music, film, and interactive media industries. The conference showcases the top talent and thought-leaders from each of these industries (the music side alone features nearly 2,000 musical acts), not to mention that it aggregates nearly 200,000 creative, innovative, artistic, tech-savvy, and entrepreneurial attendees into one city.

Chevrolet is using SXSW as an opportunity to test some new interactive and social media marketing initiatives:

• Gowalla couponing - When smartphone users check in via Gowalla at any of several locations in Austin during the conference, they will receive text messages with free offers from Chevrolet and SXSW. One such offer: a ride from the airport to downtown in (what else?) a new Chevrolet.


• QR & iReveal augmented reality - Chevy will be placing Quick Response (QR) codes on its vehicles that are on display at SXSW. When visitors photograph a QR code using their smartphones, a microsite opens that provides more information about the vehicle. Plus, a mobile application called Chevy iReveal allows users to view 3-D models of several Chevy vehicles.


• "Chevrolet Volt Recharge Lounge" - Chevy provides a "charging station" for SXSW attendees near the northwest entrance to the Austin Convention Center. At the Lounge, visitors can recharge their electronic devices, grab a drink, receive a massage, and check out the 2011 Chevy Volt.


• "Catch a Chevy" - SXSW visitors can ride through the city of Austin in style, by hopping a ride on complimentary shuttles between several SXSW locations - in one of 14 Chevy vehicles, of course.


• "See the USA in a Chevrolet: A SXSW Road Trip" - teams from eight U.S. cities participate in an "Amazing Race"-style road-trip/scavenger-hunt to get to SXSW. Along the way, each team must complete 50 different "challenges" (all submitted by Chevy Twitter followers and Facebook fans). The winning team will be the one that completes the most challenges and interacts the most with their Twitter and other web communities.

Chevrolet seems to be putting forth a good effort to provide a fun experience for SXSW attendees and online participants. And, as Christopher Barger (GM's director of global communications and technology) was quoted in MediaPost's Marketing Daily, Chevy also hopes to use this opportunity to learn from the brilliant and connected visitors to the conference.

Of course, successfully [re-]building a brand requires more than an outstanding social media effort. The promotion that Chevrolet is doing at SXSW is just part of one of the "4P's" of marketing. The others - product, price, place - are just as important for creating what Barger calls "a better experience" for customers. Chevy needs to invest just as much - if not more - time in creating remarkable vehicles for their customers, as they do in creating a fun interactive marketing campaign.

Brands do not live by social media alone. But if Chevy can put the same amount of effort, service, and ingenuity into its products as it does into this promotion, I have reason to believe that this brand, indeed, will live.

Making Advertising Work Better for the Customer

Yesterday, MediaPost's Video Insider published an article by Michael Kokernak, founder of Backchannelmedia, entitled "Scientific Advertising and Free Samples." Mr. Kokernak predicts a few of the ways in which interactive television commercials would change the way marketers approach advertising.

First, he says that television advertising will no longer be driven by audience size and demographics. Indeed, demographics are an insufficient predictor of consumer preferences. My buying habits are more affected by my psychographics - such as my lifestyle (I'm a marketer; I run; I draw; I play piano; I'm actively involved in my church), my beliefs, and my friends - than by the fact that I'm a 20-something white American female.

With traditional television advertising, especially on the major networks, it was nearly impossible to segment viewers by anything but audience size and demographics. But since interactive television would enable viewers to pause, click, and further pursue the specific ads and information in which they are interested, marketers can get to "know" the likes and dislikes of each individual viewer, and to customize their advertisements according to those psychographics.

Second, Mr. Kokernak predicts that interactive television commercials will be more "keyed" to results than traditional tv advertising is. The ultimate goal of advertising, as Mr. Kokernak points out, is to drive sales. But so many factors contribute to the consumer decision-making process, that it is difficult to pinpoint if and how a specific ad led to a particular purchase. Except in routine or spontaneous purchases, most consumers' decision to buy a specific product comes after a long period of inputs, including previous brand experience, brand awareness, brand reputation, knowledge of the product category, opinions of other users, a history of advertising, point-of-sale marketing, customer service, etc. Rarely can a sale be attributed to any one factor, such as a particular ad.

Interactive television ads could help to more accurately measure results by capturing the actions of the consumer directly after viewing the ad. Did the viewer click on the ad? Did he spend much time on the website? Did he register on the site, or subscribe to email/SMS/RSS updates? Did he search for the product online? Did he use keywords from the ad in his search? Did he actually purchase the product online immediately after seeing the ad?

By tracking these results, marketers can determine whether an ad was successful in achieving "intermediate" goals, such as increasing the viewer's awareness of the brand, or improving the brand reputation in the mind of the viewers, or drawing the viewer to the website, or creating a positive brand experience for the viewer, or leading the viewer to "become a fan" and subscribe to updates. And because of e-commerce, marketers can also see when their interactive television commercials actually did lead to an immediate sale.

I think the jury is still out on how consumers will receive the idea of television and Internet rolled into one. It could be a huge success if done well. And whether or not "interactive television," as we imagine it, becomes the norm, interactive technology in general should enable marketers to make their communication more relevant and more useful to the individual consumer.

Go Forth on a Levi's Scavenger Hunt

Yesterday Levi Strauss & Company launched a venue for destiny-seekers to heed the brand's call to "Go Forth."

The venue is the new Levi's scavenger hunt game, Go Forth, which leads players on a search for $100,000 in buried treasure belonging to the late Grayson Ozias IV. Grayson Ozias IV (G.O. Fourth - get it?) was a friend of Nathan Strauss (nephew of Levi Strauss), and disappeared in 1896, after leaving behind a series of wax cylinders upon which are recorded clues that lead to the treasure. Levi's will release these clues over a seven-week period; players visit levis.com/goforth to read the clues, deduce the cities to which they point, and discover the treasure.

While Grayson Ozias IV may be fictitious, the $100,000 treasure is not. The first player to solve the puzzle will win $100,000, and may vote for a U.S. nonprofit to receive $100,000 as well.

With the "Go Forth" game, Levi Strauss & Company and their ad agency Wieden + Kennedy are creating a fun blend of alternate reality and social media. The site, in addition to providing the game clues, also features a comments board and the @GraysonOziasIV Twitter feed. And according to MediaPost's Marketing Daily, Levi's is also promoting the game through its Facebook fan page, Twitter, ESPN Magazine, and online ads.

Bravo for Levi's and their foray into role-playing games. They are providing a free venue for customers (and potential customers) to interact with their brand and with each other, while promoting the spirit of 19th-century American pioneering upon which the company was founded. Creating positive brand experiences and allowing people to build relationships sound like great ways to sell jeans.

Free Movie Tickets? Where?!?

Sprint sure is doing some interesting things to promote the new Palm Pre. First there were the series of commercials for Sprint's Now Network ("the first wireless 4G network"); I first saw these spots in May at my local movie theater.

The Now Network commercials were paired with home page takeovers on sites like Yahoo, YouTube, and AOL.

Next came the "Flow" commercials for the Palm Pre itself; these commercials have been deemed "creepy" by my new favorite mobile marketing blogger, Steve Smith.

Then there is the Palm Pre website which reflects the setting of the "Flow" commercial, and which invites visitors to, among other things, "Experience the Pre ad campaign" (italics mine).

Additionally, when a person turns on the Palm Pre for the first time, they see another beautifully done video in the same earthy, "flowy" feel as the television ads.

And now Sprint has launched the "r8 it" campaign, which gives participating movie-goers in a chance to win a year's supply of free movie tickets when they rate the movies they see. Viewers can rate the movies and view poll results on the National CineMedia website NCM.com, or, better yet, via the mobile "r8 it" app.

Sprint is also partnering with ScreenVision to install interactive kiosks in 500 movie theaters across the nation. Sprint subscribers can use the kiosks to download mobile coupons for the concession stand.

So, is this intense marketing effort working?

Well, for one thing, Media Intelligencer reports that the award-winning integrated campaign was successful in sparking early interest in the Pre. According to comScore, search terms related to the Pre doubled to 216,000 during the week of the YouTube takeover campaign. That number dropped after the release of the iPhone 3G S, but rebounded in the two weeks after the Pre was released.

Another clue is the Apple iTunes 8.2.1 update, which prevents non-Apple smartphones from synchronizing with iTunes. The Palm Pre's much-anticipated ability to sync with iTunes lasted for little more than one month before Apple blocked it. Is Apple nervous about the new iPhone competitor? Or just annoyed?

It will be interesting to see how the Palm Pre fares in the smartphone market. If it succeeds as a viable iPhone rival, perhaps Sprint's extensive campaign(s) will have had something to do with it.

Kid-Created Content

Thanks to Creativity Online, today I learned about a new venture into customer-created content by Penguin Books publishers. At their site wemakestories.com, Penguin Books enables kids to write stories for virtual "publication" in animated book form on the site, as well as print and share their stories, view others' stories, customize old classics (Mad Libs-style), and create audiobooks, treasure maps, pop-up books, comics, and more.

What a fun thing! Especially for kids who love to write. And kids who write nearly always love to read, too, making them the perfect kids for Penguin Books to reach! And parents have to love a fun website that enables kids to use their imaginations beyond figuring out how to best decimate the bad guy.

Could other companies create similar sites for their customers? Sure. Nike or Adidas could launch a site that lets kids (or adults, too) to create virtual sneakers, experimenting with different materials (rubber, wood, cloth, bamboo, metal...), designs, and colors, to see which ones enable their character to jump higher, run farther, etc. Coke or Pepsi could make a site that allows visitors to mix virtual soft drinks and send them to friends (via email or Facebook). GM or Ford could create a site that allows people to design and "drive" virtual cars. The possibilities are endless.

One thing that surprised me about the Penguin Books site is that Penguin Books is charging parents a $10 membership fee for kids to use the site. It seems that the membership fee is a one-time deal (so members will forever have access to the site), but I question the publisher's reasoning in creating this barrier to entry. With so many free games online, why risk turning kids and parents away from this great (and almost free to Penguin Books) marketing opportunity?

Perhaps Penguin Books believes that the $10 membership fee will increase the value of the site in the eyes of the customer. We'll see if they're right.