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Markets are conversations… so what?

Markets are conversations… so what?

Despite the old ‘markets are conversations’ mantra being so well used nowadays, many organisations (particularly big ones) are still struggling to get to grips with its true meaning and what they should actually do about it.

The long and short of it is that at any given time there will be a bunch of customers out there who want to talk to you and about you. Sometimes they’ll want to complain that the product they bought was the wrong size, wrong colour, broke after a day’s use… sometimes they’ll want to praise you and thank you for such incredible service. Sometimes they just want to know when their package will arrive or when the next software release is due out.

The obvious change in recent years impacting the frequency of conversations is the ease with which anyone can share their thoughts via social channels (today it’s YouTube, Facebook, Twitter, blogs… tomorrow something else). Reducing barriers to conversation has set the advocates free. Now everyone can share what they care about. The downside for those with something to hide is the fact the same tools have set the detractors free too.

Now that people have a platform through which their voice can be amplified, success in enabling advocates and pacifying detractors hinges on two key principles.

1. Your biggest influencers are early adopters, so focus on them relentlessly. The rest of the curve is really good at ignoring you, so don’t waste your resources. Instead listen to and converse with the early adopter crowd and they’ll market to the rest on your behalf, at no extra cost.

2. If your product or service is crap, the detractor conversations will be happening right now whether you like it or not. Priority one is to fix your product/service and priority two is to join in the conversations. Or you can flip this and start talking to the outside world openly about how exactly to fix your product/service (but you better be prepared when the floodgates open). It’s vital to tell the truth. Given it’s out there anyway, you can build trust by ‘fessing up; or destroy it by ignoring the obvious or by pumping out generic PR.

So when we say ‘markets are conversations’, if you interpret that as ‘a bunch of people want to talk to us and we should enable that’, you’ll be on the right track.


Rory Sutherland on… Advertising & Human Behaviour

Rory Sutherland on… Advertising & Human Behaviour

Here’s the second in the series. Rory Sutherland talking about advertising and human behaviour. Rory covers some of the points I was getting at in this presentation on Complexity & Humanity 2.0.

Rory Sutherland on… Advertising & Human Behaviour from Jane Young on Vimeo.


Creative destruction

Creative destruction

I’ve noticed that many of the business folk I meet fall broadly into two distinct categories: those who are trying to do something and those who are trying to be something. Truth be told, I don’t have much time for the latter. The former, on the other hand – those who are trying to do something – don’t need to try to be anything… they just are. And I love them.

There’s something sparkly about people who are trying to do something – instigating change – like entrepreneurs who are the masters of ‘creative destruction’… a term Joseph Schumpeter popularised when he outlined his vision of capitalism, around innovative entry by entrepreneurs as the force that sustains long-term economic growth, even as it destroys the value of established monopoly companies.

The difference between those trying to do something and those trying to be something is more stark than ever in our current social media frenzy. If you’re trying to do something, media isn’t the point, technology isn’t the point – the objectives are what’s important… and the ability to question… why are we spending time and money on this? Is it in line with what we’re trying to do? Is it what our customers want? Are they getting value from it?

Meanwhile those who are trying to be something are focused on being… cool. And everyone knows there’s nothing less cool than trying to be cool :)

If you’ve ever been in a meeting and had the same feeling in your guts as when you’ve watched your dad dancing, it’s time to refocus on what you want to DO. All else will follow.

Those who are trying to be something can keep their shuffling boardroom butlers, loud bar talk and tie-tweaking long-winded background intros… but we’ll take the tea and biscuits. Just don’t expect us not to roll our eyes.


Social media circa 1900

Social media circa 1900

This article by planning director Richard Madden from Kitcatt Nohr Alexander Shaw brings up an excellent example of social media in action, circa 1900 – that of the Michelin brothers Édouard and André and their quest to build their car and bicycle tyre brand… by recognising that people were more passionate about food than tyres (shock horror).

As Richard says, ‘[The Michelin Guide] was genuinely useful, it invited participation, it was given away free at petrol stations, and readers were invited to provide corrections and suggestions. They were even encouraged to leave the guide in view when visiting restaurants to guarantee good service.’

One of the post comments states another good example: The Tour de France – a bike race started by a newspaper to get people talking and generate content.

Citing great pre-internet social media feats serves as a reminder that our toolkits – currently equipped with Twitter, Facebook, Slideshare, YouTube and rest – are not the point. They’re simply transient vehicles for a timeless human desire to converse about interesting stuff.

Too often our social media strategies – or the token pinch in the mix that proves you’re ‘doing social media’ – starts with a menu of tools first and thoughts on what you could say second. This is sort of missing the point.

Albeit a cliche these days, the point of social media is to have conversations – or more accurately to remove barriers to having conversations. The great thing about the tools is that they enable participation in a two-way exchange, on a micro level. Two-way involves listening; and not just for the sake of it, but to build a network of influential promoters – your most (cost) effective sales team.

The challenge is as it has always been. It’s something the Michelins cracked and it’s very very simple:

Be useful and interesting.


School of Communication Arts 2.0

School of Communication Arts 2.0

Yesterday me and a bunch of other mentors went along to the IPA to eat breakfast and talk about SCA’s Wiki initiative. It’s the first time any industry has collaborated online in the creation of a curriculum.

A bit more about SCA:

- 50 students, 300 teacher/mentors
- 15 scholarships places in 2010. 25 scholarship places a year by 2013
- Pathways to become a copywriter, art director or ‘Ideapreneur’
- Every year, 10 of our cohort will each win £10,000 start-up funding to launch a business whilst at the School
- Qualification accredited by University of Arts London Awarding Body
- Governors include Lord Bell, Sir John Hegarty and Rory Sutherland

If you’d like to get involved, contribute and sign up as a mentor you can do so here.


Future of TV Advertising

Future of TV Advertising

Yesterday I spoke at Marketing Week’s TV Advertising conference in London. BBC, ITV, MTV, UKTV and Thinkbox were there, alongside Fallon, Qmedia, RSA, Royal Mail, Co-operative, Premier Foods, Nike & Boots.

You can take a look at my presentation but it’s loads of pictures without many words so dunno how much sense it’ll make:

What struck me with a sledge hammer over the head, was the fact my presentation was deemed ‘brave’, ‘ruffling a few feathers’ etc. To be honest, I’d toned it down. Quite a lot. I talked about the various revolutionary stages in communications (printing press, phone, TV and radio… then internet); and how the internet is a vehicle for all other media, so they’re all shifting over to the web (the cloud) and sitting alongside one-another in a way that’s enabling people to listen to stuff, watch stuff, make stuff, then gather around and talk about it.

Nothing particularly new or contentious about that.

But even on that point there seemed to be a level of denial, as apparently ‘broadcast will be around forever’ and there was mention of ‘internet-centricity’. Hilarious!

I showed some breathtaking figures… such as the 8.9 billion videos watched online in the US last month… and the fact it would take the big three US networks, working together, 4,500 years to create and air original content that matched the volume of YouTube (thanks Michael Rosenblum for great insights). Maybe I did get a little bit contentious with the mention of scribes – the fact they weren’t considered slow when they were the only means of producing books.

BUT… what perhaps did ruffle feathers was that I dared mentioned the astounding levels of ad avoidance; and the fact younger folk are sacrificing TV time in favour of social media (which was fiercely denied – as ‘WE HAVE PROOF PEOPLE ARE WATCHING MORE TV THAN EVER!!’). Okay. Whatever.

Anyway, stepping back from stats, pointless arguments about whether the internet is everything or not (duh) etc etc… isn’t it truly bizarre that you could hold a conference on ‘the future of TV advertising’, that solely consists of broadcasters and related companies bigging themselves up, talking about how fabulous everything is and congratulating one-another on their success ??? !!!! ?? !

It wasn’t brave of me to stand up and mention the obvious.

If that’s considered courageous, or maverick, or ‘out there’ in any way, what the bloody hell is industry coming to? Not only that, but where is it going to go?

I talked about bureaucracy and hierarchy Vs fluidity (or starfish / spider analogy you might be familiar with). My point was really that brands, agencies and broadcasters should open their doors to the people. That they should view the people of the world as their ultimate creative resource, production resource and distribution mechanism. That half of all the crap organisations do is solely as a result of lack of trust (imagine the expenditure); and we can solve the bulk of our problems through open collaboration.

It’s just common sense.

It isn’t that controversial.

If it is, how dull, backward and old hat is this game? How much cash are they prepared to chuck down a black hole, reinforcing the legacy and exhibiting what are very clearly the Kubler-Ross stages of Denial, Anger, Bargaining and Acceptance. I thought we were nearing the bargaining stage at the very least, but yesterday I saw anger from 2 or 3 key people. Obvious where their pay cheques come from – and that they might just manage to retire and die before having to change their psychological outlook.

Most of the crowd loved a shake-up. Or at least more people found me to say well done, rather than to berate my crazy ways. They welcomed some home truths. They wanted debate and new learning and fresh thinking.

What are people so afraid to loose, that it’s virtually impossible to stick your neck out and say what’s blatantly obvious to anyone who has bothered to understand what’s going on, without seeming like some sort of zealot?

I’m finding this all very weird.


Our biased brains

Our biased brains

I had a fascinating chat with Ogilvy Group UK Vice-Chairman Rory Sutherland the other day. We talked about the need for advertising to understand psychology and behaviour, rather than focusing on proposition alone.

On that note, it’s always useful to be reminded of how our heads really work; and how our biases affect belief formation and decision-making. Here are some examples:

* Bandwagon effect — the tendency to do (or believe) things because many other people do (or believe) the same. Related to groupthink and herd behaviour.

* Bias blind spot — the tendency not to compensate for one’s own cognitive biases.

* Choice-supportive bias — the tendency to remember one’s choices as better than they actually were.

* Confirmation bias — the tendency to search for or interpret information in a way that confirms one’s preconceptions.

* Congruence bias — the tendency to test hypotheses exclusively through direct testing, in contrast to tests of possible alternative hypotheses.

* Contrast effect — the enhancement or diminishing of a weight or other measurement when compared with a recently observed contrasting object.

* Déformation professionnelle — the tendency to look at things according to the conventions of one’s own profession, forgetting any broader point of view.

* Denomination effect — the tendency to spend more money when it is denominated in small amounts (e.g. coins) than large amounts (e.g. bills).

* Distinction bias — the tendency to view two options as more dissimilar when evaluating them simultaneously than when evaluating them separately.

* Endowment effect — “the fact that people often demand much more to give up an object than they would be willing to pay to acquire it”.

* Experimenter’s or Expectation bias — the tendency for experimenters to believe, certify, and publish data that agree with their expectations for the outcome of an experiment, and to disbelieve, discard, or downgrade the corresponding weightings for data that appear to conflict with those expectations.

* Framing — Using an approach or description of the situation or issue that is too narrow. Also framing effect — drawing different conclusions based on how data is presented.

* Hyperbolic discounting — the tendency for people to have a stronger preference for more immediate payoffs relative to later payoffs, where the tendency increases the closer to the present both payoffs are.

* Illusion of control — the tendency for human beings to believe they can control or at least influence outcomes that they clearly cannot.

* Impact bias — the tendency for people to overestimate the length or the intensity of the impact of future feeling states.

* Information bias — the tendency to seek information even when it cannot affect action.

* Irrational escalation — the tendency to make irrational decisions based upon rational decisions in the past or to justify actions already taken.

* Loss aversion — “the disutility of giving up an object is greater than the utility associated with acquiring it”.

* Mere exposure effect — the tendency for people to express undue liking for things merely because they are familiar with them.

* Moral credential effect — the tendency of a track record of non-prejudice to increase subsequent prejudice.

* Need for closure — the need to reach a verdict in important matters; to have an answer and to escape the feeling of doubt and uncertainty. The personal context (time or social pressure) might increase this bias.

* Neglect of probability — the tendency to completely disregard probability when making a decision under uncertainty.

* Not Invented Here — the tendency to ignore that a product or solution already exists, because its source is seen as an “enemy” or as “inferior”.

* Omission bias — the tendency to judge harmful actions as worse, or less moral, than equally harmful omissions (inactions).

* Outcome bias — the tendency to judge a decision by its eventual outcome instead of based on the quality of the decision at the time it was made.

* Planning fallacy — the tendency to underestimate task-completion times.

* Post-purchase rationalization — the tendency to persuade oneself through rational argument that a purchase was a good value.

* Pseudocertainty effect — the tendency to make risk-averse choices if the expected outcome is positive, but make risk-seeking choices to avoid negative outcomes.

* Reactance — the urge to do the opposite of what someone wants you to do out of a need to resist a perceived attempt to constrain your freedom of choice.

* Restraint bias – the tendency to overestimate one’s ability to show restraint in the face of temptation.

* Selective perception — the tendency for expectations to affect perception.

* Semmelweis reflex — the tendency to reject new evidence that contradicts an established paradigm.

* Status quo bias — the tendency for people to like things to stay relatively the same (see also loss aversion, endowment effect, and system justification).

* Von Restorff effect — the tendency for an item that “stands out like a sore thumb” to be more likely to be remembered than other items.

* Wishful thinking — the formation of beliefs and the making of decisions according to what is pleasing to imagine instead of by appeal to evidence or rationality.

* Zero-risk bias — preference for reducing a small risk to zero over a greater reduction in a larger risk.


Big lumpy clumpy balls of crap

Big lumpy clumpy balls of crap

Leading on from the previous post about the coolness of chaos…
 

Have you ever had to deal with a big lumpy piece of complex old software that was written years ago, then updated countless times, new bits added on, a new guy adding another bit, bolt-ons, sticking plasters and fixes… until it’s a big slow cumbersome piece of crap nobody can change or work with?
 

That’s pretty much industry as it stands – and other big systems for that matter (e.g. government, education). Since the industrial revolution, we’ve built up this massive ball of crap. Now nobody can do a damn thing with it.
 

The most obvious example that’s hurting right now is the whole free thing. We can listen to music for free. We can watch TV shows for free. We can read books for free. This of course screws record companies, publishers, broadcasters… oh yeah, and then there’s the whole fact that we don’t pay a blind bit of notice to advertising. The big massive balls of crap are stuffed because they’re prisoners within their own structures – too slow, too fat, too inflexible. They’re waiting to die, with their fingers in their ears, screaming ‘lah lah lah!’ as nimble network-based businesses spring up under the radar, taking over the world at lightning pace.
 

At the end of the day, all a business traditionally does is ensure people get paid. That’s it, when you think about it. Traditionally the big boys get paid much more than the little boys, but it’s just a bunch of individuals getting paid.
 

Now, think about the overhead in a big-lump-of-crap business. Big shiny offices, management structures, HR departments, blah blah blah. Think about MARKETING BUDGETS… zillions and squillions… to make sure you sell LOADS to make sure you can pay the overheads and pay the individuals (staff, bosses, shareholders etc). So we pay more to make more to sell more to pay more.
 

And it ain’t just the hippies who know sustainability is an issue. We need to stop producing so much crap. Reuse, reduce, recycle and all that jazz. Yet still we need to make people want more so they buy more so we sell more to pay individuals.
 

What if we scrapped all the crap?

What if there were no management structures?

What if there were no multi-million advertising / marketing budgets?

What if there were more or less no overheads?

 

Answer? We wouldn’t need to sell as much, so we wouldn’t MAKE as much. Sweet! It isn’t rocket science.
 

And could we do business without these business-as-usual / this-is-business stuff that costs so much? Hell yeah. It’s already happening. It’s soooo easy to change from ground level, as a bunch of individuals, with no management, a pinch of leadership and a sprinkling of magic dust – in comparison to attempting change from the ‘top’. It’s no surprise that people feel pretty darn good when they’re an individual within a collective, creating profit through good growth, without all the psychologically, environmentally (and every other ‘ally’) damaging self-fulfilling prophecies inherent in business as we know it.
 

I mean, we all know we went a bit crazy over the past few years (decades). We all got a bit carried away. It’s like full on raving in the 80s/90s (or whatever equivalent!). Bloody hell what a blast. Dance your face off – time of your life. But after a few years everybody starts to feel like crap, go nuts and realise it’s no fun any more and life’s better when you feel good. The individuals-formerly-known-as-consumers are just started to ease off the uppers. They’ve been turning your brain cells to mush and it’s much nicer to be wide awake.
 

So what now? Sit back and wait until the chaos period is over and this network-based commerce phase kicks in and emerges as the new status quo?
 

Err… that would be pretty boring.
 

Instead you could join a tribe. Or you could start one. Soon it’ll pay way more than your job (if that’s what you care about)… and really when you get into the swing of the new way you won’t give a toss.
 

Take it a leap beyond ‘markets are conversations’ into the realms of DOING, not planning. ACTION IS THE NEW FORECASTING.


Scrmblr

Scrmblr

I haven’t blogged in any great depth about Scrmblr (’scrambler’), so thought it was about time.

Scrmblr is a global network of content producers (Scrmblrs) who create anti-ads (Scrmbls).

Marketing used to be about advertising, but advertising is often expensive, fake and dumb. What remains important is the act of telling stories about the things we trade – stories that sell and stories that spread.

Scrmblr gives power to the people – the talented people of the world, enabling creators of great content to reap fair rewards, while enabling organisations who couldn’t dream of affording video ads the opportunity to air Scrmbls (much better!). Cheaper, better, faster.

Scrmblr removes the unfair, prohibitive supply-chain mess that sits between talented people who make stuff and people who buy great stuff.

Fair trade.

The Scrmblr website has just been launched here. 20% of profits will be donated to microcredit projects, in a drive to do something good. The first scrmbl created was for UK charity ShelterBox, by Tel Aviv scrmblr Danny Aronson.

Scrmblr already has a presence in UK, ISA, Israel and Canada… and is on the lookout for more talent (filmmakers, producers, animators, designers, creatives etc).


It’s happening (scrmblr style)…

It’s happening (scrmblr style)…

Seth Godin’s recent post here hit the nail on the head. He says ‘TV advertisers are finally discovering that YouTube + viral imagination = free media… The biggest shift is going to be that organizations that could never have afforded a national campaign will suddenly have one. The same way that there’s very little correlation between popular websites and big companies, we’ll see that the most popular commercials get done by little shops that have nothing to lose.’

Funny he should say that. It’s exactly what we Scrmblrs (’scramblers’) are up to (Scrmblr is a global network of producers who create low cost, good quality video and audio content… what you might call anti-ads).


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