Tag: Marketing

What we can learn from voters’ expectations versus their intentions

Ask me who I’m going to vote for in the Presidential election and you’ll get one data point, which might be a lie. Ask me who I think is going to win and you’ll get a far more reliable predictor. First, because I’m no longer on the spot for answering about my own vote. Second, because my answer will encompass my conversation with friends about how they’re voting, plus what I’ve heard and read and seen in the media and on people’s bumpers and in their yards. In essence, I’m speaking as a social network of one.

The above isn’t a hypothesis. The New York Times cites an academic paper by David Rothschild and Justin Wolfers that compares the predictive power of voters’ intentions (how they will vote) and their expectations (who they think will win). In the majority of presidential elections since 1952, expectations were the winner. According to Wolfers, a professor of economics at the Gerald R. Ford School of Public Policy at the University of Michigan, that’s because the expectations question taps into additional knowledge beyond the personal voting question, and of course “more information produces better results.”

In fact, the authors estimate that each expectation answer is equivalent to ten “how will you vote” answers, thus solving a problem that I didn’t realize existed: people today are much less responsive to polls. A few years ago, 40% of people polled would respond. Today it’s down to 10%, according to Andrew Kohut, the president of the Pew Research Center. Think about the number of polling calls you’ve likely received during this election and you can guess why that is. We’re oversaturated with polls.

As a marketer, I’ve often used polls as an involvement device. You can gather valuable useful audience information and then offer the finished poll to participants as an incentive to answer. As copywriters, we would never ask personal questions that make readers uncomfortable; rather we’ll be looking for ways to make them interested and eager to respond. We’ll automatically go for the “expectation” vs “intention” question, in other words.

You can also use polls to get people thinking about the benefits of your product by asking questions that show it in the best possible light. For example, one of my favorite controls is a package I wrote for Intuit for a new tax preparation product that wasn’t quite ready for prime time. I asked people what they’d like to see in a tax prep product, with multiple-choice answers that touched on existing and planned product features. The involvement made them invested in the product’s development and they were more likely to buy it as a result; this package remained the control during the entire lifecycle of the product.

But back to presidential polling, you’re probably wondering who is picked to win next Tuesday according to the “expectation” method. Read the Times article for that answer. Then come back at midnight on November 6 to see if they were right.

UPDATE: They were right.

Nerds are people, too!

Here’s a preview of the KISS panel we’re presenting at the Direct Marketing Association’s annual conference in Las Vegas. Come see us next Wednesday, October 17 at 9 am to get the full story!

When you’re selling complex products and services, that often have a high price tag, it’s easy to overcomplicate your marketing message. A copywriter might think, it’s hard to know which of the technical specs is most important so I better include all of them. Or, this buyer will need a lot of information in order to justify the cost. The problem is that ultimately you’re still selling to people. And we can only absorb so much information, especially when we may not have asked for that information in the first place.

The solution is to keep it simple—tell your complicated story in basic human terms that boil down to easily understood story lines and personal benefits. Because even if we’re the chief technology office of a large company, we’re also a human being and we will evaluate rationally but ultimately make an emotional decision.

For example, here are the “Six Universal Buying Motives” as described by Roy Chitwood at Max Sacks International. A powerful appeal may speak to more than one of these emotions. And if you are appealing to none of them you’re going to have a lot harder time making the sale.

1. Desire for gain (usually financial)
2. Fear of loss (again, usually financial)
3. Comfort and convenience
4. Security and protection
5. Pride of ownership
6. Satisfaction of emotion

Now, let’s look at how these might translate into a technology workplace environment:

1. Desire for gain (usually financial)
=career advancement, better performance reviews.
2. Fear of loss (again, usually financial)
=job security, avoidance of unpleasant surprises.
3. Comfort and convenience
=less late hours, fewer angry users/bosses.
4. Security and protection
=systems work as they are supposed to do.
5. Pride of ownership
=taking credit for a new and better solution.
6. Satisfaction of emotion
=elegant systems that make the enterprise work better

The moral: people are still people, even when they’re on the job and deciding which technical products to buy. At the end of the day they want to be praised for their good work, have a comfortable lifestyle because they’ve been promoted, and go home at a reasonable hour instead of having to solve headaches. And you can tell them how your product helps them do this.

There’s lots more KISS (keep it simple) creative on tap from Dawn Wolf, Philip Reynolds and me. Come see us at 9 am on Wednesday, October 17 at the DMA in Las Vegas!

“Zombie Mouth” promo shows, rather than eats, brains

Zombie Mouth!

Here’s a great promo we can all learn from: The American Dental Association has joined forces with PopCap games to offer a coupon good for a free download of “Plants vs. Zombies” as a Halloween giveaway. Just go to the ZombieMouth landing page and click the link at the top, and you can download a PDF of clip-out coupons that can be redeemed online between October 30 and November 10.

The game is available for PC or Mac, and retails for $19.95 so hopefully kids won’t mind getting the giveaway coupon in their trick-or-treat bags along with their candy. There’s no limit on how many you can print and give away. The quick redemption phase guarantees that it will go viral, and I can see “ew… you’ve got zombie mouth!” as a new meme over at Lake Ave Elementary that will encourage kids to brush their teeth.

This campaign has so many things right. The redemption is seamless. The theme is in lock step with the message that kids should brush more often. And the execution is catchy and memorable. After all the undead examples of badvertising I like to cite, it’s a pleasure to dig up an effort that has some real brains behind it.

People were easier to amuse in the old days…

I was back in San Francisco this week and paid a visit to the Musee Mechanique. This is a warehouse full of old arcade games that are restored and maintained by a private owner in return for your plunking in many quarters for a chance to experience a thrill from yesteryear that probably cost a penny back in the day.

There are early video games, tests of strength, and machines that tell your fortune along with your weight. But the really charming exhibits are boxed dioramas which come to life to show a man trying to calm a crying baby (whose jaw is repaired with what looks like silly putty), the horrors of an opium den, or the flatulence that results from eating too many beans on the prairie in the example below.

O for the good old days, in which consumers could be amused by simple thrills like this and marketers could get them to read long copy ads like John Caples’ “They laughed when I sat down to play the piano” or the Charles Atlas ads. Today they demand amped-up computer graphics, and they wouldn’t have the patience to watch to watch the full two minutes of “The Inquest”, a large exhibit in which buffalo shuffle their heads while investigating the body of an Indian warrior who has frozen to death in the snow. Today’s consumers also lack the generous acceptance of our wiles that made advertising a welcome, entertaining part of daily life.

Our job is a lot harder, which makes it more interesting I guess. Happy Labor Day.

Fumbles in fulfillment: Applebee’s Lunch Decoy

Applebee Lunch Decoy fulfillment pack
Applebee Lunch Decoy fulfillment pack

So I am now the proud owner of an Applebee’s Lunch Decoy, which I ordered pursuant to the previous post. Notice anything wrong? Yup, they sent a gal decoy instead of the guy promised on Amazon. No way my boss is going to be tricked into thinking that’s me. So much for sneaking out for that Lunch Deal.

But there’s actually something more serious about this fumble, which is the lack of follow-through from the ad campaign. Is there anything to promote it on the outside of the package? No, not even the Applebee’s name. And the little mock-instruction sheet is great, but how about including a $5 off coupon since this recipient is obviously a heavy user?

So many campaigns start with a great idea and it’s forgotten that an actual element needs to be fulfilled. It’s a total afterthought and it ends up like this. And guess what creative geniuses: when you enter this campaign for an award you’re going to need to include a sample of the fulfillment pack, and that will be a bit of an embarrassment, won’t it?

Speaking of non-followthrough, a chap named Craig Murray emailed me and asked if I’d consider running a guest post for an infographic if he created one to my specifications. I could tell it was a mass solicitation but the idea interested me so I replied. Do you think Craig has followed up? Nope. And how does that inaction help him make sales? Don’t you think, if he contacts me again, I’d be less likely to consider his offer rather than more?

Dot your i’s and mind your p’s and q’s. That’s my small lesson for today.

Applebee’s out-ironics The Onion with its new campaigns

Have you seen this? According to a media commentator, Applebee’s has a new campaign in which they are urging hipsters to dine at their restaurants “ironically” which makes sense since they are never going to get them there through conventional advertising. Take a look:

Funny thing is, Applebee’s actually is running a social media campaign that is far more bizarre as this, called “Girls’ Night Out. Life is better shared.” A Betty White character harangues ladies for spending too much time online, then tells them the solution is to get down to Applebee’s for some facetime. Take a look:

There’s also a tumblr page that anchors the campaign and has links to Pinterest and Twitter pages (no Facebook, maybe because it’s a regional campaign). All the elements of a well thought out and expensive social media campaign.

Speaking of social media, Applebee’s is also marketing a life size inflatable dummy you can leave at your desk while you sneak out for lunch. This one is on Facebook, where you can take the Desk Lunch Diagnosis Quiz (I am the “Break Room Hero… people are tired of cleaning up the microwave after you”).

Does this stuff work? The “goddess” video above has over 50,000 hits but how many of those are potential customers? There are only 400 plus followers on the Twitter page and the selection of inflatable dolls on Amazon was originally 7 but is now down to just 2. The bottom line is that Applebee’s is still Applebee’s (check the hashtag #applebee and you’ll get a far more realistic snapshot of Middle America’s view of the chain) and there’s only so much you can do to get hipsters to change their behavior… unless they do it ironically, perhaps.

More from Barclaycard Ring

I’ve now got a lot more insight into this card as the result of an online exchange with Product Manager Jared Young and a phone conversation with community manager Jen Hitchens. I didn’t get a clear answer as to how I happened to be solicited for the card—there were a number of test programs in place etc—but did glean some other insights of interest to marketers.

The Barclaycard Ring MasterCard grew out of an alpha experiment called Innovation Lab, as documented on the timeline of their Facebook page. Paul Wilmore, Managing Director-Consumer Markets, Barclaycard US, wanted to launch a new product that a/combats the low trust level of the banking industry b/leverages the popularity of social media and c/includes a financial literacy/education component. It evolved into Barclaycard Ring, which was launched in March 2012.

As I mentioned previously, I was looking for a new rewards card (Citi’s Thank You had changed its program and shafted me by expiring my nearly 400,000 points) and got a solicitation via email. But Jen says it’s not intended to be a rewards card. People are attracted by the low interest rate (currently 8% APR) and the transparency and they really enjoy talking about financial literacy topics on the community website.

In a post called “Community Share of Giveback™” (access for cardmembers only), Jared calculates that the average cardholder will earn $9 in giveback over a 6 month period. Assuming that cardmember averages $1000 a month in charges, that’s a much lower percentage than the 1% minimum that’s typical with rewards cards. So there have to be other benefits, and evidently there are.

Jen reports that the conversations have been almost universally positive on the forums so far—she’s got controls to handle negative or abusive posters but she’s never had to use them. The cardmembers are very happy to discuss arcane features of CILs (that’s credit line increase), nominate charities the community should support, and (especially) lend their recommendations about other card features they’d like to see. They also like to see the financial statements although I personally find them rather opaque.

Barclaycard Ring Community Stats June 2012
Active cardmembers were up 3% in June 2012.

One concern I have is that all these folks are early adopters… there were only 1090 active cardmembers as of the June reporting period… and the community may change as more people join. But it’s a very interesting experiment with its heart in the right place. If you’re involved in social media, you should get this card just to keep up with what they’re doing. (That’s my referral code, of course…. it will generate Giveback™ to the community if you are accepted.)

The Writer’s Diet

Pompous, stilted and jargon-esque prose may be popular in corporate marcom departments and annual reports, but it turns readers off and causes copywriters to lose their jobs because we’re putting people to sleep. That’s why we need to stay ever-vigilant against that dark inner voice that keeps whispering, if we aren’t saying anything or don’t know what we are talking about, we better sound smart.

Along with the beloved we-we calculator that tells us if our copy is too me-centric, we have a useful new tool in the Writer’s Diet from Kiwi pedagogist Helen Sword. Cut-and-paste an entry from 100 to 1000 words and her program will score you from “Fit and Trim” to “Heart Attack Waiting to Happen” for readability based on your choice of various parts of speech.

A snippet of my direct marketing copy was labeled “fit and trim” with a recommendation to tone up some abstract nouns. (I was writing about an abstract concept.) My intro to a fiction piece was labeled “needs toning” based on a “flabby” score for my verbs in which a passive observer is commenting on what he sees around him. Busted. This sucker seems to work pretty well.

I had originally encountered Dr. Sword through her article “Zombie Nouns” in the opinion pages of the New York Times. These are “nominated” words in which a verb or adverb is transformed into a noun: participation, perception, observation, nominalization. A few of these are fine, but when they are overused they suck the life out of the text as in this example from a social sciences book:

The partial participation of newcomers is by no means “disconnected” from the practice of interest. Furthermore, it is also a dynamic concept. In this sense, peripherality, when it is enabled, suggests an opening, a way of gaining access to sources for understanding through growing involvement. The ambiguity inherent in peripheral participation must then be connected to issues of legitimacy, of the social organization of and control over resources, if it is to gain its full analytical potential.

For those of us who work with technology companies, this is new yet oddly familiar—companies in this space (another word to hate BTW) tend to turn verbs into nouns (verbalization?) that have the ring of authenticity without really meaning anything; cf. “impact” (how will this initiative impact our bottom line?).

In both cases, the construction of active, well-structured sentences using simple yet evocative words will awaken our readers and, hopefully, keep the zombies at bay.

Advice for RIMM: make BlackBerry a prepaid phone

Last week brought yet another dose of terrible news from Research in Motion Limited, the company that makes BlackBerry, and I kicked myself for not going short on RIMM a few weeks back when the stock was more than twice as high as it is now. The handwriting is on the wall for BlackBerry just as for Betamax and HD-TV before them, and the shovels are busy in the boneyard of failed technologies.

BlackBerry, however, has something most other zombie technologies lack: an established user base that is, or was, enthusiastic about the platform. So here’s my plan to save the company: turn BlackBerry into a prepaid phone. This solves the problem of users abandoning BlackBerry for iPhone or Android because they don’t have to; they can continue using their BlackBerries as a backup. Many BB users already have multiple phones (remember Obama on the 2008 campaign trail?) so this concept will be an easy one for them to accept. And a package of text messaging can be sold at an attractive yet profitable price that will allow those thumb virtuosos to continue their real-time updates even while in the air. (I never was able to figure out why this is OK.)

The prepaid texting will be offered at a discount for in-network messages, encouraging current users to continue their text relationships with one another. And RIMM can keep its rock-solid network but, since far less bandwidth will be required with a reduced user footprint and no expectation of rich media, sell or rent off the capacity it doesn’t need.

I’ve never had a BlackBerry myself but have had plenty of prepaid phones. They are useful little gadgets with lots of applications. They’re great for kids who tend to leave them in their pockets when doing laundry, for example. And I am about to buy a TracPhone for a guest house where we’re required to have a phone for some weekend guests; it fits the contract and offers a number for them to give out, yet it’s miles cheaper than installing a landline or VoIP modem. Make the prepaid BlackBerry attractive with an initial offer and I would probably try one. Give me or my kids or guests a taste of that thumb power and we just might get hooked and go for an expanded package. There’s a reason they used to call it “CrackBerry” after all.

Best practices (and not) for recovering account passwords online

Barclaycard forgot password page
Barclaycard Ring MasterCard “forgot password” page

[THIS POST HAS BEEN UPDATED.] Yesterday I mentioned a problem I was having with the Barclaycard Ring MasterCard “forgot password” page. Today I’m taking the extra step of showing the page because this is something I don’t think has a lot of customer service advantage. They’re using the same page whether you are setting up a new online persona OR you have forgotten your password in which case you simply have to choose a new username.

What else could Barclaycard have done? Send an email at the user’s request, with a unique URL that expires after a few hours. That way the account is secure, but the user stays in control of it. This is the nearly universal practice, and it’s interesting to see an exception and mull the pros and cons.

Requiring a new username is particularly onerous for Barclaycard Ring because it’s supposed to be a social networking community. If I change my username, what happens to the badges and contacts I’ve built up under my old username? But I think it’s not a very good practice in general, and this big international bank must be somehow very stretched for programming resources.

While I’m at it, here’s another not-best practice: confirming the new (or old) password by sending out an email that contains exactly that password in unencoded text. Yikes! What if I’m reading my email in Starbucks or an unsecured wireless hotspot at the airport? Even if I’m in the comfort and sanctity of my home, I’m still going to have to delete that email now. The merchant or marketer probably thought they were doing me a favor by sending me a handy reminder. In contrast to Barclaycard, this is one we’ve all seen, probably several times. Don’t do it.

UPDATE July 3: got a call from Meagan in the Barclaycard digital marketing department and she had a little difficulty reproducing the above page on a test account; possibly I had done something like enter the wrong password too many times that caused the system to “clear out my account”. What I should have seen was a reset page with my security image and with her help I was able to get to that. More important, she and I discovered that if, instead of creating a new user name in the screen captured above, I entered my current one (after confirming who I was with the challenge info above) the system would accept it.

The GOOD news was that when I finally got into my account my screen name had not changed at all; must be different from the username the system recognizes. So all my badges, if I had them, would be intact.

Meagan says this is the password reset procedure used for all Barclaycard products but she does understand how it might be a good idea to present it differently (and tell people they can keep their current username if they like) for the Ring cardmembers. Will be interested to see what they come up with.