Client Delight to Consumer Delight

The purpose of a brand is to add value to the life of a consumer. Anything and everything that a brand does should work towards this purpose. And, in return for this value addition to one’s life in a manner better than what other brands do; consumers patronize the brand resulting in increased market share and hence higher value for the stakeholders in the brand/ company.

But then, this is the ideal cycle of value exchange between the consumers and the stakeholders. The connection between these two ends – consumer on one end and stakeholder on the other, is not direct and simplistic. The various players between these two have their own agenda, priorities and compulsions which often vitiate this value exchange.

Nor is the consumer very discerning in the short term to really choose the brand that is the best in value addition. Most of the times, there is not much differentiation in the brand alternatives and hence the choice between brands is based on some very superficial parameters. In such a scenario, either the brand custodians work on re-engineering the brand to build better value than competitors or at least in the short term resort to tactics to enhance their brand choice over the others. It is these latter methods that brands use which often become insensitive to the brand code of “adding value” and drive brand preference even at the risk of irritating, annoying or alienating the consumers. The tragedy is that many a times, in the short term these tactics at the aggregate level do result in value addition for the stakeholders thus encouraging this behavior more and more.

Here, in this note we shall have a closer look at the manifestation of these short term tactics in the realm of advertising and communication.

In the Indian context, the structure of trade favours brands that are "more visible" than their competitors. To a large extent, the consumers also attribute a higher value to brands that are more conspicuous in their advertising. Advertising on certain media or properties does undeniably add more credibility to brands otherwise lesser known. In short, driving brand awareness in itself at times is enough to drive brand preference.

There is no harm in a brand trying to drive awareness; it is the manner of doing so which needs to be reviewed.

Not many of us have been spared of the discomfort caused by brand advertising across media. A newspaper ‘Jacket’ which is a delight for the Clients is the most irritating thing that a reader encounters early in the morning. The ‘half-jacket’ is even more irritating. Yes, these “innovations” are impossible to miss but are also often just taken off and kept away from the main newspaper. The increasing clutter in newspapers has often made us flip pages just because there are too many advertisements on the page. Of course! It is now customary behavior to shake off and drop out all loose inserts from newspapers and magazines before one settles down to read. The ‘text-pushers’, the ‘island ads’, the ‘full page ads’ are all very noticeable but all cause a disruption, an interruption and irritation for the consumer. Could each of these brand interventions have in some way added delight for the consumer instead of irritation?

The situation is not very different in other media. Flipping channels on TV to avoid advertisements is our natural response and a way of saying that “I don’t appreciate your interruption of my television viewing”. Don’t we all hate the ‘aston bands’ and ‘advertising tickers’ or ‘screen pop-ups’ that intrude while we are in the midst of watching our favourite programs?  Verbose and irritating RJs on Radio, the extremely annoying intrusions on websites, the hordes of marketing mailers, EDMs, SMSes, etc are all examples of daily brand intrusions that consumers hate but are a delight for the brand custodians at the Client side.

The sad part is that we, at the communication agencies are party to this state of affairs. During, our studies we are taught of the principle of a ‘Marketing Organization’ and imbibe the merits of ‘Consumer-Delight’ but, in practice succumb to ‘Client-Delight’ instead. Of Course! The Agency and Client, all have valid justifications and compulsions that lead them to the said behavior but, the consumer does not need excuses.. the consumer just wants value addition to his/ her life.

It is critical that Agencies focus on Consumer Delight and develop tools and techniques now to convince Clients of the merit of communication solutions that work towards the brand purpose in a manner that delights the consumer. It is important that all our brand initiatives deliver Brand-Good instead of just focusing on Brand-Speak.

Brand Experience encapsulates each and every facet of the interactions that a brand creates with its consumers. Product consumption is only one of these interactions. The interactions that brands create in media are critical parts of the brand experience and in some categories even more important than the final consumption. If we accept this role that media plays in building brand experiences, only then we will start looking at ‘media as an ingredient’ and not an  add-on used just for short-term promotion of the brand.

It is also critical for us to understand that awareness has a high decay if it is built using just superficial brand exposure but remains un-eroded if it is inculcated by building memorable and pleasant experiences for the consumers. Hence, marketers need to focus on Brand Engagements and achieve a healthy balance between plain brand exposure and value adding brand experiences. 

The onus is on all Brand Custodians to shift the focus from “Client Delight” to “Consumer Delight” and the results will show growth for the brands that do this consistently.

Sponsorships should deliver much more than brand exposure.

Sponsorships have a very respected place amongst the various advertising formats available to brands across media. As a tool, Sponsorships are excellent but ultimaltely it is the manner of application that determines its success. Many brands have used sponsorships very effectively to strengthen their relationship with consumers. However, not all instances of sponosrships that we see around us are as effective. Let us delve a little deeper into what one should expect from a sponsorship. But, first we must understand the state of regular advertising today.

 

The most common format is what we all know as an 'advertisement'. This is the spot in a commercial break either in Television, Cinema, Radio or a ad-space in Newspapers, Magazines, Website, etc. These ads are a very rude interjection by a brand into the media consumption experience of the consumer. However, as these are a means of funding for the content - the consumers express their gratitude to them by way of their attention.

 

These ads are content-agnostic. At its best, this advertising format only delivers the encoded brand message independent of the message or leave-behind of the content that they are riding. As long as the content does not grossly violate any serious brand directive and is acceptable to their consumer segments - ads can be placed along with such content. Brands use the content either to reach specific target groups or as as a context and brands that are related to this context are expected to have a better return on their investments than those that are not related to the content in any way.

 

This advertising format is over-used, abused and as a virus has started eating into content itself. Often TV programs loose their viewers during the commercial breaks; Newspaper pages with a high clutter are often skipped. Of Course! only those ads which are very high in either their information quotient or entertainment quotient get some attention while the others are punished with Ad-Avoidance. Getting noticed in such clutter is quite a challenge for brands today.

 

In this scenario, generally speaking - Sponsorships are used more as a means of standing-out in this extreme advertising clutter. Using such a wonderful tool as a sponsorship only to be "seen" is gross under-utilization of its capabilities. Given the premium at which sponsorships are available these days, one must really think hard before taking on sponsorships only for driving premium exposure.

 

Brands serve a purpose in the life of their target consumers and add value to their experiences. We often term this as the brand-benefit. The sponsorship too, must add value to the experince of the consumer and this "value" ideally should be in tandem with the benefit that the consumer expects from the brand itsef.

 

A sponsorhip as a visible entity is only a "brand logo" and hence does not have a tangible brand message attached to it. The brand message is a take-out by the consumer of the experience that the consumer gets interacting with the property. The message that a Sponsorships expresses is a function of the choice of the property being sponsored and the manner of association of the brand with the sponsored property.

 

One should consider multiple factors in deciding on a sponsorship but, the strength of association of the brand with the property is the most critical to ensure success. At the minimum, the brand provides the funding for the property and gets a sponsorship tag or logo presence. The extent of branding depends on the amount of funding. Whether a brand is a title sponsor, associate sponsor it really does not matter to the consumer. Whether the program is :"brought to you by" or "powered by" really does not interest the consumer. These are only jargons that allow media sellers to excite brand managers and enhance their own revenue. What matters is if the brand is just present as a logo or is the brand involved in delivering the experience. The higher the involvment of the brand in delivering this experience, the stronger the association and hence better the chances of the sponosrship being a valuable asset for the brand.

 

What should be this experience that the sponsorship delivers to the consumer is a million dollar question. I have seen many sponsorship executions where the connection between the experience delivered and the desired brand objective is so remote and convoluted that only the brand manager understands the connection while the execution does not deliver any brand-benefit to the consumer. The brand custodians involved in the decision need to clearly understand the communicatoin task for the brand and hence select, design and execute the property to then deliver the desired experience which can easily be associated by the consumer  - with the brand.

 

Do not use sponsorship only for brand exposure. If you only need brand exposure - regular advertising with a well crafted message and a well-designed media plan is the optimal way forward. But, if you want to go beyond brand-exposure and brand-talk and let the consumer himself taste the brand benefit in some form, then Sponsorships is the way ahead. Self-realization of the brand benefit by the consumer is far more powerful than a score of ads trying to tell him what the brand stands for.

 

Sponsorships must provide a tangible value to the desired consumer segment so that the brand gains their solidarity in return.

Time to move on....No more "Spray & Pray",

I was inducted into media planning in 2002.

 

The media environment in India was just beginning to evolve into the era of new media. Digital as a media was negligible; Out-of-Home media was limited and traditional; Private FM Radio was just getting liberalized. Cable & Satellite TV was still growing and Print had started expanding by extending into new geographies and segments by way of new editions and supplements.

 

Advertising on TV was the success mantra given the extensive reach that TV offered at a very low cost compared to any other alternative.

FMCGs needed new consumers and repeat purchasers while most other categories were in a growth stage. Driving 'Presence' of the brand was the key objective and media planning science driven by the FMCG juggernauts was all about efficiency. In such a situation, the high-reach-cheap-cost nature of TV suited advertisers and brands were happy spraying their advertisements all over as long as the demographic (Gender, Age, SEC) was as per requirement. And, with a 'good' creative, I must say that most brands did very well for themselves.

 

Since, then a decade has passed by. Consumers have changed. Their needs and aspirations have evolved. In response to that the market has changed with the launch of many more brands and variants to appeal to the the new consumer nuances. The media landscape has changed too, giving much more control and information to the consumers.

 

The rising menace of advertisements and increasing control to the consumers led to Ad-avoidance reaching extreme heights, In such an environment, the effectiveness or results delivered by TV per rupee spent gradually but certainly deteriorated. And, I suppose this is what led to the now cliched term "Spray & Pray".

 

"Reaching" consumers used to be a challenge then but now excepting the hinterlands, I think one can safely say that these days given the high reach of various media.. reaching consumers is not really an issue. The issue is to 'Get Noticed' and to 'Endear' consumers.

 

Some brands have taken the path of "Getting Noticed" too seriously without worrying too much about the "Endear" part and are continuing on their tirade of "Even More Spray & Pray". It is this that is leading them to target higher and higher SOV (share of voice). This beahviour is a dis-service to the brands themselves and to the industry as a whole. It is this beahviour that I have already talked of in my post "Green Advertising is Responsible Advertising".

 

This "Spray & Pray" philosophy requires a focus on rates and CPRPs while, in today's scenario, it is the efficacy of advertising that is far more critical than its efficiency. Even more so when most efficiency parameters are based on 'limited research'.

 

We require a more acute focus on "endearing' consumers which requires one to answer questions related to the manner of advertising communication before we start talking of how much and at what cost. And, this manner of advertising needs us to understand the consumer in far more depth than just knowing the demographic. It requires an assessment of what role each media plays in the life of consumer and how each media can be used in tandem to create positive experiences for the consumer.

 

 

Nothing expresses this thought better than this video which I saw many years ago but, find it still very very relevant.  The Consumer has moved on.. it is time for advertisers also to move on...

 

No more "Spray & Pray".

Green Advertising is Responsible Advertising

We are all extremely vocal about the ill-effects of SPAM and as users of email and mobiles use all available SPAM-Blockers to save ourselves from this malady. However, do we realize that there is an immense amount of SPAM that we encounter daily in consumption of various media?

 

I am referring to the huge amount of advertising that we see all around in TV, Newspapers, Outdoors, Magazines, Radio, etc which we have not solicited but is being thrust upon us. Just think about the number of advertisements in a newspaper on a typical day.. the number of ads in TV and radio.. the number of ads on hoardings and various other outdoor formats on the way to office.. the number of brand messages you see on internet.. the number of promotional calls/ messages you get on your mobiles.. the amount of promotional material displayed across shops and malls...

 

We have become so accustomed to this Advertising SPAM that most of it has become a blind-spot and we don't even raise our voice against it. This excessive & unsolicited advertising is a form of pollution.

 

The TRAI through its recent Notification on Quality of Service has taken a tough stance against this pollution in TV advertising making way for a pollution-free television media. When, I say pollution-free - I am not suggesting that we should have no advertising; but, advertising within "tolerable limits".

 

It should be the endeavour and responsibility of every stakeholder in the advertising industry to sustain the media environment such that advertising and communication do not disrupt the experience of the consumers. Such, an approach to advertising and communication is what I call as "Green Advertising".

 

The popular adage in advertising of "Jo Dikta Hai woh Bikta hai" has been over abused and there has been an on-going match amongst advertisers to out-shout their competition resulting in ever-increasing "noise levels" in media. Every year, this focus on increasing "share of voice" calls for higher and higher investments which only benefit the media houses but, continue to increase the irritation and pollution in media for consumers. It is also to be noted that ultimately, it is the consumer that pays for all the advertising as these advertising monies form part of the cost of the product/ service.

 

The infatuation of advertisers with their logo has made them blind to any concern whether the consumer wants to see their logo or not. They have forgotten the classical truth that "Size does not matter". It is not the size of the logo that impresses the cosumer but what it does for them. In my post "The Creative is killing Creativity", I have already talked about the excessive want of the advertisers to tell their "Brand Story" often forgetting the story of the consumer in the process.

 

Brands that deliver their communnication in a Green manner ie in a manner such that they do call for the attention of the consumers but not at the cost of disrupting their experience but, instead enhance the experience - are the brands that will be truly valued, loved and patronized by the consumers.

 

Green Advertising requires that every communication idea be evaluated for (i) notice-ability, (ii) relevance and significance to the consumers life, (iii) the leave-behind value for the consumer on interaction, (iv) uniquness or relate-ability to the brand  on the one hand and (i) disruptiveness and (ii) cost of implementation on the other.

 

The reduction in advertising time on TV as a result of the TRAI notification should only worry advertisers who believe that the reduction of volume of advertising will erode their brand opportunity. Advertising in a commercial break is only one form of communication - that is one-way, passive, ridden with clutter, ad-avoidance and weakening credibility. A little peek into the life of the consumer shall reveal many more opportunities to enage with the consumers.

 

Green Advertising is the way ahead. Will we be proactive and adopt it across the media ecosystem or shall we wait for more notifications to come before we stop spamming our consumers.

 

Go Green!!

Client gets the work it deserves.

Media Agencies started as back-end print releasing departments of creative agencies many many years ago. The task of media releases was a menial task that the then industry leaders granted only 2.5% commission of the 15% that was available for the creative agencies.

As the media landscape has become more and more complex, the media agencies have risen to the challenge. Since then, the media agencies have evolved - upgraded their toolkit, added skill sets, increased the scope of services they can deliver and have come up as a formidable component of the advertising and communication industry.

 

Yes, the media agency still does media releases but a media release is just the tail end of all the valuable functions that a media agency performs.

 

No other entity has a better understanding of the media landscape of India. The largest media research agencies, the eminent consultancies, the rate-focused auditors, the tv-skewed creative agencies and the self-biased media houses - all barely skim the surface in understanding the media consumption patterns of today's consumer. A media agency is capable of a very clinical analysis of what media the consumer consumes and which touhpoints are best suited for brand communication.

 

Media Strategists today, are armed with databases and tools superior to what any other communication industry entity can either afford or has the commitment to develop. These tools enable media agencies to diagnose brand & consumer relationships and setup media tasks with great precision.

 

It is no longer about a TV or a Print Schedule but the design of the overall architechture of how the multiple media touchpoints included in a brand campaign are programmed to interact and influence the minds of consumers. Creativity is no longer the domain only of develpoing ad-creatives and is inherent in the methods by which media agencies design these media solutions for brand campaigns.

 

Overall, media agencies have skill sets and tools that are a fusion of consumer understanding, category & brand diagnosis, media understanding, creative solution design - all culminating into the function of preparing media-wise schedules (media plans), optimizing these plans to deliver cost-efficiency, releasing and monitoring each component of a brand campaign.

 

So much is available for a client when it signs on a media agency as an AOR. But, what a client is able to extract from the agency is directly related to the strength of their belief in what a media agency can/ should deliver; the focus of the senior management on working with the media agency as a partner; and an understanding of the overall deliverables that a media agency is capable of.

 

The media agencies have evolved over the past decade and are ready to deliver total communication solutions. The Client needs to review what he/ she is getting out of the media agency today and work towards getting more..getting more beyond implmentation planning & buying.

 

Ultimately, the Client will get what it demands (deserves).

Embedding Brand-Good into Media Plans

This is not a critique nor a judgement on any one. It is only some loud thinking on how the advertising/ media industry could become more effective in fulfilling their ultimate objective of doing good for their client brand.

Of course! there are hundreds of dimensions to the above thought but, in this article today I am only zooming in on "Focus on the Brand" in the context of traditional media planning.

A media plan is a optimistic mix of advertising space on various media/ vehicles to expose the provided creative to the desired (usually, demographically defined) target audience made with the primary objective of getting the mix at the cheapest.

As, those in the industry read through - it may be very easy to say we are not like that or we don't do this, etc but, the tougher and right thing would be to get out of denial mode and look to further improvement.

I am not saying, at all that the media plans today are not delivering on brand-good but, the point is are they delivering enough and can this be optimized further. Now, don't take the word "optimized" which I just used and say that for our plan we have already used an optimizer. The said optimizer is for arriving at the cheapest way to deliver the most exposure while, again I am talking of optimizing brand-good.

All media planners out there are doing a fabulous job delivering exposure. They are stuck between the advertiser/client who have their own visions of what their plan should be like (often based on past experience with as much subjectivity as exists in marketing) and most importantly at what cost that vision should be delivered and with the Media House/ Auditor/ Agency Seniors on the other side bringing in all kinds of "expectations" to vitiate the ideal planning process. The job of media planning for the person at the front becomes more of managing expectations rather than of delivering the right media plan. In such a scenario, it is often very likely that the media planner does not embed enough of the brand-good into the plan since he is playing the balancing act between the various actors sitting around the desk to approve the media plan.

Making a media plan is a process and in the process the Brand-Good has to form an important element. We have to make sure that during every stage of the planning process there is a barometer which checks if the brand-good has been maintained from the point we started making the plan right through to the end. And, this is all possible. The only thing that vitiates it is the distraction by various other short-sighted expectations some justified/ some totally unreasonable.

While, one - as a media planner can keep saying that it is all these distractions that spoil a media plan; it is the responsibility of media planners to first put their house in order. Before, one starts making a media plan how much thought is given to what is the brand-good that we are trying to deliver other than brand exposure? How much consideration is given to brand-good in selecting various elements of the plan or do we just choose media vehicles basis the exposure-cost analysis? Once when a plan is made does one really put a metric to the amount of brand-good that has been embedded into the plan? Finally, after the execution of the plan how much analytics is done to assess the brand-good delivered?

Here, I want to introduce the concept of Brand-Fidelity of media plans. A media plan that has low brand fidelity would have minimal or no brand-good embedded within it; while a media plan with high brand-fidelity would be totally focussed on delivering what the brand intended to achieve through the media plan.

Now, what is the brand-good that we need to deliver and how do we quantify and measure it are further challenges but, not impossibles to derive. A focused team, intent on building higg-fidelity media plans will surely find means and ways to idetntify, embedd and measure brand-good.

This is an urge to the industry to re-invent media planning in a way that at the end we have an applause and not questions about the relevance of advertising, Focus on Brand-Good in a way that cant be compromised for any other expectation.

Hindi Hinterland - The New Reality

[Published by MXM India in May 2012]

The change in society is expressed in three key dimensions which are Attitude, Affluence and Ambience. Of course, there is certainly an interaction between each of these as they are not independent of each other. And, in the past few years each of these have significantly changed for the Hindi Hinterland.

The Ambience, which is the infrastructure around, has made progress by leaps and bounds. One can always say that there is a lot to be done for amenities like roads, electricity, healthcare, communication, education, governance, commerce, but all these areas have seen improvement. Government initiatives as well as private enterprise have contributed to this change.

Affluence is on the rise. The average monthly household income has improved (as measured by the IRS database). The access to durables has improved and in most categories not only does this market constitute a large share of sales but is also a high growth market for the future. Automobiles, Entertainment Electronics, Household & Kitchen Durables are all expanding into these markets. For FMCGs, these markets were always an important geography, though only for the essentials, but now the market is also growing for the premium segments. Services, which focused only on metros a decade ago, are all vying for the masses in the Hindi Hinterland today.

The change in Attitude of the consumers is of utmost importance. Increased urbanization, higher exposure to urban lifestyles and high aspirations are fuelling consumer demand. The attitude towards social equality, gender issues, education, personal lifestyles, technology adoption, and so on are all tending to match up with consumers in the other geographies. For Telecom, the Hindi Hinterland is a gold mine. The growth rates in these markets are enormous and cell phones are changing the very basics of media reach.

Illiteracy has decreased by 15 per cent and 18 per cent in the rural and urban areas respectively in the last 5 years. The readership of publications (mostly dailies) has grown manifold in the last decade and continues to be an area of growth in the future.

Television ownership has grown at a CAGR of 10.3 per cent over the past 5 years and viewership is increasing exponentially. Hindi news channels, Hindi movies and GECs are fast growing; regional content on TV too has seen significant growth. The DTH growth story has started from these markets and now is making its presence felt in the larger cities. Despite, the growth in media reach over the past decade, it is still a challenge to do justice to these markets in the current media context.

Hence, the key challenges are:

•TG Isolation: To manage sufficient reach, most often the largest reach media needs to be utilized and that reaches across target groups. There is, therefore, a lot of spillover resulting in wastage of media monies.

•Geographical Isolation: As soon as one uses the national Hindi media beyond the regional media the spillover into national markets is inevitable.

•Message Localization: Most campaigns use the creative made for large urban markets which has a challenge to connect with the consumer in the Hindi Hinterland.

•Cost per Reach: As local media becomes important for coverage in the market; the comparative cost of reach is a challenge.

Overcoming any of the above challenges is not easy as most of these are issues are related to the structure of the markets and the media industry. However, the following best practices can help the custodians of communication for these markets:

•Do not look at each media in isolation. Use a multi-media approach to target specific market and TG. This will help in controlling spillover.

•Take advantage of localization and extension of campaigns in partnership with the media. Integrate the creative into local contact opportunities and even activation.

•Make extensive use of local representatives to understand the media preferences.