Filed under: Advertising, Attitude & Aptitude, Communication Strategy, Context, Creativity, Culture, Effectiveness, Emotion, Empathy, Honesty, Insight, Loyalty, Management, Marketing, Marketing Fail, Perspective, Professionalism, Relevance, Research, Resonance, Respect, Trust, Truth
Back in 2021 – on April 1 no less, even though it was not a joke – I wrote how I had spoken to a hostage negotiator.
Among the many things he said to me, one that stood out most was this:
“If you have clients that think words – and how you say them – don’t matter, bring them to me. After all, my job is marketing too”.
Of course, the idea hostage negotiating is similar to marketing is absurd … but what I guess they were trying to say is that by understanding the needs, triggers and context of your ‘audience’, you increase the odds of being successful.
Please note the words ‘increasing the odds’.
I say that because the way our industry talks about ‘certainty’ is disturbing.
That doesn’t mean we’re a stupid risk.
Nor does it mean we can’t be more successful than anyone hoped.
But if you’re working with someone ‘guaranteeing’ the outcome, then they’re either downgrading the metrics and criteria for what they classify as success. Messing with the numbers to suit their own needs. Or just bullshiting.
And there’s a lot of bullshitting out there …
Because so much of what we do is only notionally focused on the needs of the audience.
The reality is the vast amount of attention is directed on the wants of our clients.
On one level, I get it. Our job is to help our clients be more successful than they dared imagine. But often we’re not given the chance to do that, because context and criteria has been set. Using data that is has been focused only on the point of purchase … as if there is absolutely no interest whatsoever in who they are, how they feel, the tensions they face and the situations they deal with.
Said another way … how they live, not just how they buy.
And that’s why the comment from the hostage negotiator was really what they thought marketing should be, rather what it often ends up being.
Which is why the real opportunity for us is to learn from them, not the other way around.
Because they’re proof the more you understand your audience – rather than just what you want your audience to do – the more you can make a difference, rather than just make a sale.
To prove that, I encourage you to watch this.
It’s long. But – as is the case with anything you emotionally engage with – it’s worth it.
Especially when you see how much it means to the negotiators. Let alone the hostages.
Which challenges you to think when was the last time you worked with someone who cared so much about who they served, rather than what they could sell them.
Who knows, it might just change your life or career. Or even save it.
Filed under: A Bit Of Inspiration, Advertising, Apple, Attitude & Aptitude, Authenticity, Colleagues, Comment, Complicity, Confidence, Content, Context, Creativity, Culture, Differentiation, Distinction, Diversity, Education, Emotion, Empathy, Experience, Friendship, Honesty, Individuality, Insight, Loyalty, Marketing, Martin Weigel, Paula, Perspective, Planners, Planning, Point Of View, Presenting, Relevance, Resonance, Respect, Social Commentary, Social Divide, Standards, Wieden+Kennedy
Hello. I’m back.
And because you’ve had no posts for basically 2 weeks, this is going to be a long one.
Yes, I know my posts are already waaaaaaay to long. Sorry, but deal with it.
I had a great time in LA and before that Australia.
Well, I say Australia – but it was in Perth which is closer to Singapore than Sydney.
Met lots of people.
Had good conversation.
It was fun … so thank you State of Social, for inviting me to come over.
I have always loved to go to talks. The stress of putting it together isn’t fun … but for me it’s also about visiting new places, hearing new perspectives and just generally chatting to new people.
And on the rare occasion I get to do a talk with people I know and love, then I get the added benefit – as screenwriter/director Nora Ephron once said was one of the happiest feelings on earth – of enjoying dinner with friends in a city or country none of you live in.
It’s one of my favourite feelings too.
And that’s why Cannes was so special to me.
The event – if I’m being honest – wasn’t that great. Certainly compared to previous times I’d been … and I’ve never really liked it in the first place. But this time it felt the whole industry was in full-on heads-in-the-sand mode.
Nothing highlighted this more to me than the relief/confidence the industry media reported a comment made by Torr – from Apple – in his speech when he said Apple will always need and use agencies. That may be true, but it doesn’t take a data scientist to realise Apple are doing more and more creative work in-house and even their specialist agency – MAL – is seemingly doing less for them.
But I digress …
Because my favourite thing of doing a talk at Cannes was this …
I love these two.
And I love this photo … me, Paula and Martin.
I didn’t exactly have to bully them to do the talk, but I knew I only wanted to do it if they said yes. And the reason for that was we would get to hang out properly for the first time ever.
By that I mean, physically be in the same place … because throughout our time together, we’ve either only met on Zoom or been in situations where just 2 of us would ever be in the same place/country.
So it was special. It was also different.
Because being in the same place – away from the responsibilities of time/life – meant we could properly connect. A deeper way to interact … argue … debate. I totally get why some people prefer working from home. I appreciate the financial impact of travel and time – but you get something more out of being with others ‘in the flesh’, so to speak.
Just like you can learn about other countries from the internet … it’s not the same as actually going there or working there.
But many are discounting this. Claiming they can do their job perfectly well from the comfort of their home. And they probably can … but the question is whether they’re growing and evolving doing it that way. OK, so many will think they are … and many may not care … but there’s a massive difference being immersed in an environment rather than sitting on the outside of it.
I still remember trying to hire someone for W+K Tokyo. They were keen but it was their first overseas move so were rightfully apprehensive. They eventually turned it down and when I asked why, they said they had spoken to someone they knew and they’d advised against it. So I asked if that person had ever lived overseas and they said no – but they’d ‘visited a ton of countries’.
And I am sure they had, but just like looking up a place on the internet doesn’t give you a full understanding about the culture or nuances of a country, either does ‘visiting’ one for a week or two on holiday.
Of course there’s huge amounts you can learn from wherever you are. And there will be stuff that is amazing, important and unique to your situation and nation. But to think there is nothing to learn from outside experiences, perspectives and interactions, is crazy.
And that’s why being with Paula and Martin was so wonderful.
Because we’re bonded by what isn’t common.
We come from different countries.
We all live in different countries from where we were born.
We have all lived in multiple different countries – in my case, double figures.
We [now] all work at different companies and on different clients.
We all have different experiences that has led to different viewpoints.
And while by today’s nationalistic philosophies, it shouldn’t work – in fact we shouldn’t even want to interact – it does. Because perspective and growth comes from the environments, interactions and challenges we embrace … even the stuff that isn’t comfortable.
Sure, it’s all about how you do it – and we do it with respect for the global experiences, exposure and standards we all bring to the table and the knowledge no one is doing it to hurt the other, but to expand perspectives and considerations – but it still can be challenging and we may still may not agree.
Then there’s the fact that we are three, white, privileged adults … so despite having lived in multiple countries and worked with brands on a whole range of challenges and audiences … there’s still huge amounts we want to learn from others outside our frames of reference or understanding.
And while I totally appreciate some don’t want to – or can’t do that – to discount its value says more about the people putting up the barriers and blinkers than it does about the value of the alternative.
And that’s why things like Cannes is important.
The engagements and lessons and interactions.
I wish it wasn’t so expensive so more people could immerse themselves in it rather than just play on the outskirts of it … but wanting to be grow is a noble thing.
And while we were talking at Cannes and had an opinion we wanted to share … we went there wanting to grow too.
And that’s why it was so good to be there. With them.
To listen. To learn. To debate. To argue.
But most of all, to want to be challenged, so we can grow.
I’m lucky to have them in my life. I’m even luckier I got to spend time with them in person.
Filed under: A Bit Of Inspiration, Advertising, Agency Culture, Attitude & Aptitude, Brand, Brand Suicide, Colenso, Colleagues, Context, Culture, Dad, Distinction, Dysgraphia, Effectiveness, Emotion, Empathy, Equality, Fatherhood, Football, Jill, Leadership, London, Loyalty, Management, Marketing, My Fatherhood, Nottingham Forest, Otis, Parents, Perspective, Police, Relevance, Resonance, Respect
I hope I’m a decent leader.
While I know there will be some people I’ve worked with, who definitely won’t hold that view … I hope the majority do.
Because – believe it or not – I try hard to be.
Sure, I make some mistakes.
And I can definitely be a pain in the ass.
But I am committed and invested in being the best boss I can be.
I consider myself fortunate because over the years, I’ve had incredible ‘teachers’.
From my parents to mentors to some old bosses … and of course, a few who were so shite, they taught me what not to do, haha.
And while there are many things I believe, adopt and hold dear, one of the most important is: always back your team in public and resolve disputes in private.
It sounds obvious … and it is … but it’s not always followed.
I’ve heard some shocking examples on Corporate Gaslighting … stuff that doesn’t just sound vicious, but the act of megalomaniacs.
But in terms of backing the team, there were few better than football manager legends, Brian Clough and Sir Alex Ferguson.
Yes, I accept they may have had some usual ways of doing this – and demonstrating this – but players knew that unless something exceptionally terrible had happened, their managers would always back them should they face public or managerial scrutiny.
Of course, there was a cost for this …
A cost that was simple but exhaustive.
And it was that the gift of being backed was reciprocated with dedication, focus and effort.
And that – to me – is key.
It’s OK to make mistakes.
It’s alright to sometimes mess things up.
But it can’t be because you were lazy or distracted.
I’ve said it many times, but I believe my job is to ensure that when someone in my team leaves, as they all will at some point, they go because they have a better job than they ever could have imagined.
Chosen for who they are, not just what they do.
Known for what they’ve created, not how well they’re known.
Chased for what they’ve changed, not what they maintained.
OK, there are some exceptions to that – mainly personal reasons, like love or a chance to chase something they’ve always wanted – but I believe I have a responsibility to them to help develop their natural talent, find and release their distinct strategic voice and move things out the way so they can create the most interesting shit of their lives.
It’s why my absolute worst scenario is someone leaving for a sideways move.
Oh my god, I would honestly feel I’d failed them.
And that’s why I place so much importance in backing them and showing my belief in them.
That doesn’t mean it’s blind faith.
We have very honest conversations a lot.
From gentle chats to bi-annual check-in/reviews … but they’re in private and focused on being through the lens of me wanting them to win.
Whether I achieve this is something only they can say. I hope most would agree with it [even those when we’ve parted ways] but if not, then I can assure them I’m working harder to be better.
The reason I say all this is because I saw something recently that I thought was a perfect example of backing the team.
It’s from the British Police.
Now they are getting a lot of stick at the moment. A lot totally deserved.
But this time it’s not them trying to justify an indefensible act … it’s something that resonated with me, because of Otis’ dysgraphia.
It was this.
The British Police – or maybe it’s all Police these days – have a bad reputation.
It’s manifested in mistrust and a lack of people wanting to sign up.
And while I fully appreciate they have a tough job and want to get better [as we saw with West Midland’s Police hiring my mate, Kay, to be their ‘artist in residence’ to better understand and connect to youth culture] … it’s acts like this that are more likely to help the public see the human side of the force as well as the compassionate side.
Anyone who runs a team knows it can be a painful job.
Some days it can feel more like being a cat-litter tray.
But when they know you’ll back them, they’ll back you with their talent, focus and commitment.
Well done Carlisle Police … we need more backing of people with neuro-diversity. Because the more we back those who are different, the more they will show the difference they can make.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Authenticity, China, Colleagues, Communication Strategy, Content, Context, Craft, Creative Development, Creativity, Culture, Customer Service, Differentiation, Emotion, Empathy, Experience, Food, Happiness, Honesty, Imagination, Innovation, Italy, Leadership, Love, Loyalty, Management, Marketing, Mischief, Packaging, Resonance, Singapore, Social Divide, Standards, Strategy, Viz, Wieden+Kennedy
In the UK there was an adult comic called Viz.
It was filthy, hilarious and – for a long time – very successful.
And while they had many ‘star’ characters … from Sid the Sexist to errrrm, The Fat Slags … my favourite part of the magazine were the publishing company details.
Tucked at the bottom of a page, in extra small font, were a list of the people behind the magazine. Most people wouldn’t even see it, let alone read it … but if you did, you found magic in that small print.
Mischief. Personality. Information.
Nothing told you how much this was a labour of love for the people behind the magazine than their dedication to instilling their personality into every nook and cranny they could find … whether people would see it or not.
Brilliant stuff.
I say this because I saw a label a friend had put on a product they were selling at their shop.
Ai Ming was a planner in my team at Wieden+Kennedy.
She was very good … but decided one day, it was time for a change and so she went back to Singapore to open a Cheese Shop.
I know … sounds a bit random … but wait, it get’s better.
You see Ai Ming had an idea.
A way to combine her love of cheese and travel and be paid for it.
So she started The Cheese Ark … a cheese shop in Singapore, dedicated to selling cheeses from small, independent makers across Europe.
Oh but that’s nowhere near the end of the story …
So when she left Wieden – and before she returned to Singapore – Ai Ming went to work on a small farm in Italy for a few months. [I think]
While there, she discovered how amazing cheese tasted when it was made by people who loved and nurtured their product.
To her, it was a whole new world of taste and made every other cheese she had tried, feel unworthy of being labelled as such.
But she also learned something else …
You see she discovered many of these small, independent cheese makers were in danger of going under, because they didn’t have a way to compete with the big boys.
Said another way … this incredible tasting cheese could become obsolete.
So rather be sad, she decided to do something about it.
Enter The Cheese Ark … a shop that only sells cheese that originates from these small independent farms. A shop that is one of the only places in the World where you can get your hands on this incredible produce. A shop that charges enormous amounts of money to own a piece of their incredible cheese … not simply so you can have your taste buds tingled in ways you could never imagine … not simply because it allows you to show off to your friends about your good taste and status … not simply because it pays for Ai Ming’s travel, shop, employees and profit … but because by buying so much from each of these small farms across Europe, she can ensure that these small, independent cheese farms not only survive, but thrive.
Hence it’s called ‘The Cheese Ark’ … because its literally saving the lives of cheese.
How fucking incredible is that?
But Ai Ming is not just a creative business thinker, she’s full of personality and passion … which leads me to the point of this post.
You see I recently saw something that reminded me of those Viz publishing details I loved.
Something that communicated more than just the necessary details.
It was this …
How good is that?
I bloody love it.
A notice on a packet of cheese that’s more interesting, engaging, compelling and charming than 99% of ads – or any marketing material – out there.
Sure, not many people will see it.
Most may actively choose to ignore it.
But for those who do, they’re not just rewarded with the thrill of discovering something as enjoyable as the product inside it, they know they’re dealing with someone who really cares about what they do.
And they do. Because what Ai Ming has created is the Noah’s Ark of Cheese.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Brand, Business, Comment, Communication Strategy, Creativity, Culture, Customer Service, Effectiveness, Food, Loyalty, Management, Marketing, Membership, Relationships, Relevance, Resonance, Respect, Strategy, Trust
So Kevin Chesters recently posted some work from the far distant past.
It was work that I adored at the time and even now, I feel is one of the best pieces of communication ever made.
EVER. MADE.
But it’s not NIKE. Or Apple. Or anything approaching ‘cultural cool’ … it’s for a supermarket.
Oh, but wait … there’s more.
Because it’s not a brand ad – though it does a ton for the brand – it’s a retail ad.
But instead of starbursts and shelf wobblers … it’s a masterclass in craft and smarts. Where the majestic charm and wry humour not only treats the audience with intelligence, but communicates price in a way you see value both in the product and the company selling it.
Regardless of the item.
Regardless of the audience ‘segment’.
Regardless of whether it’s selling food or their loyalty scheme.
It’s incredible and what’s more … it’s from the early 2000’s.
I think.
But despite being almost 20 years old, it’s still one of the best examples of a brand that knows who they are, knows who their audience is and knows the relationship they would like to have with their audience.
More than that, they know the problem they’re solving.
Not just in a general sense … but in terms of the potential barrier for each item.
In a world of wish-standard Nike knockoffs, this is an example of advertising not just communicating, but undeniably contributing to the growth, value and reputation of the company it represents.
When it wants to be – and when it’s allowed to be – this industry can be outstanding.
While we can’t control the standards other parties may demand, we can control what ours are.
Of course, in these ‘procurement-led times’ you could say ‘you get what you pay for’.
And I get that.
But watching the value and standards of what we do fall down a drain doesn’t seem a particularly good business approach.
Which is why I find myself repeating what an old boss of mine used to say to me.
“What happens next is up to us”.
He’s never been more right.