A more connected world changes how we find, share and use information, even what and how we buy but, fundamentally, we are still driven by the same needs.
One often now hears statements such as "Today's consumers are empowered and liberated and want to get involved in how their favorite brands behave in the marketplace" or "Your customers want to do things, not buy things; they want to listen to each other, not you; and they want to adapt your brand to make it their own."
The sentiment is right. People are more connected, more empowered, more informed. But do they want to get involved with how brands behave or make brands their own?
People want things that work
There are those who want customisation or even to influence brands, but most people want things to suit them from the outset, off the shelf, easy to consume. And if they don't get what they want, they choose another brand.
Attempting to influence a brand is an investment for an outsider. It takes time and effort. I think there's a misinterpretation around the need to adapt brands that's really just people complaining, hoping to be compensated for a bad product, service or experience.
The hyper-connected world is a catalyst of sorts or an amplifier of interactions. Even though new channels make it easier for people to complain, the fundamental personalities will remain: influencers will influence and the majority will mostly remain passive.
The truth is the vast majority of people want to be directed. That's why brands work.
Brands are appealing because they stand for something rigid, prepackaged ideals, sets of meaning that people buy into because they are what they are. People don't want to buy into amorphous entities that have loosely defined meaning.
Not a meritocracy
Just making things people like is not enough, though. With the sheer weight of information out there now, many great things lie undiscovered while our attention is often held by junk that's mushroomed into the latest trending meme.
Often now the viral spread of a video or some content becomes a news story, making the content more popular, for being popular...
The same tools that brands have to connect with more people, can be the ones that bury them in the digital world.
You can make a plan
You have to earn your share of attention in the heavily geared digital world but the good news is that, with a good plan, this can be done.
It's clear that consumer brands can do great things to harness the social world to drive awareness, sales and behaviour. There are thousands of case studies showing how brands overcame challenges with smart, integrated and measurable campaigns.
Corporate brands are bit further down the learning curve, but great work is now being done to connect them with stakeholders, internal and external.
Having a strategy is key. Social networks are like boneyards for the multitude of brands with idle presences. 'Being there' is the first step, but diving in is the wrong approach.
It must be clear what your mission is in a particular space. These questions need answers: what do we want to achieve? Who will 'man' our presence? Who will drive content? Why will people be interested in what we have to share?
As channels and layers of information stack up faster than we can make sense of them, simplicity becomes more appealing. Compelling offerings communicated clearly will always resonate.
Dealing with uncertainty
To a large extent, social media trades in buzz. It also benefits from buzz. There's a whole genre of videos, mostly created by agencies, that cycle through mind-blowing facts about the connected world (animated to a cool soundtrack). Many of these "facts" are selective, unchecked and overstated.
The truth is social media is draped in uncertainty. It feels like it's been here a while but just the other day people were being super-poked on their fun walls. We are generation one, the first generation of users, marketers and business people navigating this giant sociological project.
The Facebook IPO is testament to the uncertainty. Its market capitalisation plummeted by 25%, US$40bn, in three days of trading. Everyone knows Facebook is important but no one knows exactly how important. 900 million users is incredible, but the quality of the audience is unknown - meaning what mind space are they in? Is this a serious business platform or just a place where people kill time?
We should embrace technology and use it to our advantage but we should also limit the sentiment and 'panic buying' while there are so many unknowns. Classifying the tools we have correctly will enable us to harness them.
Digital doesn't change anything fundamentally, but changes everything otherwise
Modern communication may not have changed our deepest needs just yet but it changes just about all the rest. Access to information, an overloaded world with viral highs and out-of-sight lows means brands that get electronic communication right will gain significant advantage, while most will remain off the radar.
Even if we are the same at the core, it can't be denied that electronic communication channels, particularly social media, are game changers. They are changing the way people behave as they find themselves in new circumstances.
As always, this is a somewhat narrow view, as the majority of the world's population isn't fully connected, but devices, data and access will eventually permeate down the pyramid and open perhaps the most exciting chapter of this story.
Despite some of the crazed sentiment around, we are still dealing with the same human condition. If brands stay true to delivering against people's needs, with a cool head and a plan, they can harness the power of a connected world.
Andre Redelinghuys is head of strategy at HKLM (www.hklm.co.za). He develops and transforms brands to drive successful business and sees planning, design, message and medium all as part of the continuous relationship required to build inspiring brands. Email Andre at , follow @dre_rede on Twitter and connect on LinkedIn. Read the HKLM blog at livinglab.hklmgroup.com.
Cosumers do want to engage with brands... at least brands that can offer entertainment, possibly not related to the products which they offer. The problem is not with them, it's with agencies who still live in the dark ages of 'advertising'. ROI ROI ROI and measurable are the key phrases, rather than, honesty, integrity and conversation.
The DMMA debate yesterday proved this - debaters were actually asking how to get bloggers to comment on their brands and products - if it's not organic it's not real... and consumers know this, it's just agencies are too arrogant to realise it. Posted on 18 Jul 2012 13:55
Correct Andre but you tread too lightly. Some more mocking of cliches would have been more to my liking. Still, some much needed sanity amidst the jargon & wishful thinking. Posted on 18 Jul 2012 19:19
This article by Andre Redelinghuys was intuitive, and he placed a lot of time in writing this editorial, and thanks to you Biz Community for sharing this me,
Digital has changed the manner in which individual customers interact with an organization, the organizational is “liked “which placing it in the space of an individual’s daily life.
Without Digital – Social Networking Media; Organization ----------> Customer – One way direction flow – only if a situation arisen an individual customer would invite the organization into their private and almost sacred lives
But now with Digital – the information and communication flow is more like this;
Organization Customer – A multi-dimensional flow of information and communication between organization and the individual customers – organization creates a Facebook page – customer/s values the offering and the contribution of the organizations products and/or services then customer/s “likes “the page – and the interaction and the communication processes, Marketing, and Advertising can begin – some more direct and others more tactfully.
And the evolution of social networking media has impact on the Marketing Mix directly and these aspects must be considered and implemented as a result;
So the traditional 4/5 p’s ; 1. Price, 2. Product, 3. Promotion, 4. Place, 5. People
Now in addition to those above, these must be looked at; 6. Processes, 7. Passion
Individuals often say in Sales “Can you sell ice to an Eskimo” and so indirectly question the asked from a Marketing Perspective is” Can you draw up a Marketing Plan for this target market”
Well my answer would be No – because there is no value added to the Eskimo’s daily life and doesn’t benefit the organization and the Eskimo in the Medium to Long Term, I would export the ice to a Climate Zone which is Humid - because the organization and I would add more value to daily individual lives and abundant advantages (Strategic and Competitive) will be attained this way.
And with the Social Networking Media – if you do “sell the ice to the Eskimo” imagine what would be the situation when they find out what you are actually selling to them – and with Social Networking Media – the message would spread faster than smoke signals and the message more rapidly than a raging ocean, and that is the influence, power and the magnitude of Digital Marketing and Social Networking Media has created.
Kindest Regards Kashveer “Kash”Gobichund Email: firstname.lastname@example.org Social Networking Media: Kashveer Gobichund (Linked In) Posted on 19 Jul 2012 12:53
Such an interesting topic, especially since our agency conducts a multitude of digital ad/marketing tests globally and I wish sometimes clients could understand that fundamentally (regardless of what platform you advertise in - be it TV or a Fanpage on facebook) it all comes down to one thing: consumers own your brand. Not the other way around.
Understanding which platform to chose is important, but ultimately the message you convey (is almost more important. it is about offering some sort of relevant meaningful difference. If you are not relevant to consumers needs (AKA Ice to Eskimos) and you are not seen to be meaningfully different, it is VERY likely that you will simply fade into the plethora of copycat and me too brands, being traded at peril on morbid category generics like price.
I think, adding to Andre’s point, that digital (like any other marketing platform) needs to work towards driving this meaningful difference. Yes there are hundreds of digital avenues to explore, but there are also hundreds of below the line and more conventional above the lines channels to consider too. The most successful and long term brand building marketing campaigns, have been where media planners/buyers, creative’s and marketing execs all understand the core fundamental positing of what makes their brands relevant, meaningful and different and then work towards driving these key messages consistently across all platforms. Being part of the next digital trend might actually NOT be the right way for your brand to go! Dare I say it? Maybe I will bold and declare that not every brand actually belongs on facebook *shock horror*.
Here are a few articles from Millward Brown, which I think are really helpful in steering marketing teams towards creating brands consumers love (and in the end positively effecting the bottom line – after all we need to keep the share holders happy, or we will all be out of work):
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