Filed under: Advertising, Attitude & Aptitude, Authenticity, Brand, Comment, Consultants, Creativity, Culture, Customer Service, Emotion, Empathy, Loyalty, Management, Marketing, Marketing Fail, Relationships, Relevance, Resonance
I hear so much about brand experience these days.
How the focus is to ‘remove the friction of purchase for the customer’.
That they genuinely believe this means they’re being valuable to their audiences.
And while that is rather misguided – given it is done to ultimately be in their own interests – if brands genuinely want to do right by their customers, then all they have to do is something their customers find valuable.
I’ve written a ton about this over the years.
From Timpson dry-cleaning suits/dresses for free if you have a job interview to the Co-op ensuring their food delivery staff make time to talk to lonely householders and almost everything in-between … but nothing made an impact on me like the experience I had with Texas Instruments.
Brand experience isn’t something you simply outsource to an ecosystem.
Sure, that can help improve overall efficiency or engagement … but in terms of offering an experience that helps people actually connect to the brand, then the brand has to do something that actually connects to the customer.
Something personal.
Something valuable. [To the customer, not just to themselves]
Something that demonstrates going out of normal practice.
Something like this.
Now I know what you’re thinking.
“But brands can’t do this sort of thing on an ongoing basis”.
And you’re probably right.
This sort of thing costs money.
But there’s two sides to this.
1. As H&M have shown with their free suit hire campaign, the return of acts like this can be significant both in terms of driving affinity and awareness.
2. If everything you do is based on the perceived ‘value exchange’ you’re making between brand and customer [which is always bollocks, because brands always over-estimate how much their actions are worth in the eyes of the people they’re dealing with] then you don’t really care about your audience, you only care up to a set amount of money and/or time.
Don’t get me wrong, I appreciate there are many aspects brands need to manage to keep their business going. But like companies who claim their staff are their greatest asset before treating them like shit, brands better know that they can’t say they care about their customers when they evaluate them purely by a financial transactional value.
It doesn’t mean you have to go crazy, but it does mean you have to actually give a shit about what they value not just what you want them to value.
Which is why I love the Marvel example so much.
Because they did it.
More than that, they did it and didn’t make a huge song and dance out of it.
No wonder they’re the home of the superhero.
Filed under: A Bit Of Inspiration, Advertising, Attitude & Aptitude, Authenticity, Comment, Confidence, Consultants, Content, Creativity, Culture, Digital, Fake Attitude, Innovation, Management, Perspective, Planners, Point Of View, Professionalism, Relevance, Resonance, Respect
I used to think it took a lot of hard work to be simple.
A lot of thinking.
Evaluating.
Sharpening.
Changing.
But maybe I was wrong because I literally cannot imagine how much time it took to create this:
It’s a masterclass in nonsensical.
A blueprint for showing a company who doesn’t know what they actually do.
A celebration of the buzzword bingo bullshit that permeates so many organisations.
Basically, imposters talking to imposters with words they’ve so bastardised the meaning of, that you’d be hard pressed to recognise their original definition if you were left alone with them in a bar overnight with only a dictionary for company.
The verbal equivalent of Mickey Rourke.
Or Lara Flynn Boyle.
Hence now …
Innovation means ‘we’ve made something average a little bit better’.
Revolution means ‘we’ve never done this before though others have’.
Experience means ‘we offer our customers boring and average’.
Transformation means ‘we’ve caught up to everyone else’.
[hence ‘digital transformation’ is simply code for, ‘not being left so far behind’ as opposed – as many in the industry also like to position it – as reinventing the whole category]
And while adland is the cause of a lot of this bullshit, the consultancies – or worse, the wannabe-consultancies – are taking it to a whole new level. Continually creating nonsensical language and definitions in an attempt to feel intellectually superior to those around them. Believing this sort of language acts as a sort-of ‘code’ that helps identify other delusionists, wannabe’s and/or victims … so they can revel and reward themselves with their Emperors New Clothes bullshit.
Until they can’t.
What is particularly amusing is these companies still celebrate the old adage of ‘quality over quantity’ … even though they show up with a level of excessive vulgarity that would put Donald Trump to shame.
Talking in plain English – or plain any language – is not a bad thing.
If anything, it is the most powerful.
Not just because it is easier to communicate and relate to.
Nor because it shows you can identify the core problem that needs addressing.
But because it captures something my old man used to say to all his young lawyers:
“If you want to show how intelligent you are, you’re not that intelligent”.
Filed under: A Bit Of Inspiration, Advertising, Agency Culture, Attitude & Aptitude, Comment, Craft, Creative Development, Creativity, Culture, Devious Strategy, Finance, Money, Relevance, Resonance, Respect
The picture above is a well known internet image that reflects the value of using professionals.
It’s right.
But where it’s not entirely accurate is that in the real world, what’s happening more and more is that rather than ending up with an image of a horse drawn by a blind, drunk, 5 year old … clients are getting a beautifully image because the professional has been forced to lower his price to get the work.
It’s shit.
What’s worse is that many of these highly talented, exceptionally trained professionals have been made to forget their own value.
It doesn’t happen immediately, it’s often a slow, drawn out process – but the end point is the same, they treat their craft as a commodity. Not because it is, but because they’ve been made to think that way.
When I started working with Metallica, their management asked for my rates and costs.
I gave it to them.
They told me I was a fool and I needed to triple it.
Let me be clear, I thought it was a fair cost – I wasn’t knowingly lowballing myself – and yet here I was being told it wasn’t just low, it was THREE TIMES LOW.
I said I couldn’t do that, it was in-line with market rates and I felt it was fair … to which they asked me a question that changed the way I value what I do.
“Do you think your work and your experience is better than the market?
I knew if I said no, they’d ask why they were working with me, so of course I said yes.
I have to admit, I felt a bit weird saying it, but there were 3 reasons that pushed me to do it.
1. I really wanted to work with them.
2. It was obvious they thought I was worth that amount.
3. Without being arrogant, my experience is pretty huge.
Now the reality is my fee was still a fraction of what many people in the industry charge, but for them to do that when they could have just accepted my fee and said nothing – especially as they knew I wanted to work with them – is something I will forever be grateful for.
It also means I work harder for them, to both repay their faith and keep justifying my rate.
Clever sods.
Since this moment, my relationship with charging for what I do has literally done a full 180.
It’s why I was able to take on a procurement department when they tried to position me as ‘just another supplier’.
It’s why I enjoyed doing it.
It’s also why I was happy to do it in such a mischievous way.
For people who worked with me before – especially at cynic – this shift is amazing.
I was always George’s worst nightmare.
Agreeing to any price if the opportunity excited me.
It’s why I was banned from my own company when dealing with clients about money.
It’s why I still apologise to George for what I did.
Because I was not just undervaluing my talent, but everyone else’s too.
I know it’s hard, but the only way we will educate clients to pay what creative talent deserves – which, let’s not forget, it still a fraction of what they happily pay consultants who don’t ever do the work they recommend – is to give them the standard their budget actually should pay for.
For example the horse at the top of this page.
Because craft is not an expense but an investment.
An investment that doesn’t just lead to better work, but work that lets your client achieve more from it. Whether that’s charging a price premium or simple making more people more interested in what they do.
As Harrison Ford said, the most important thing we can learn is the value of value.
Filed under: 2020, Advertising, Agency Culture, Attitude & Aptitude, Authenticity, Colenso, Comment, Confidence, Creativity, Culture, England, Fear, Honesty, London, Loyalty, Management, Marketing, New Zealand, Perspective, Planners, Relevance, Resonance, Respect
A year ago tomorrow, I was made redundant.
Well, I was told the week before, but tomorrow marks a year since my last day at R/GA.
While I wrote a long post at the time about how positive I was about the whole thing – especially that it was happening to me rather than a junior or a woman or a Person of Colour who normally get impacted by these sorts of decisions – it still blows my mind how well things have turned out for me and my family.
Part of the reason I was so optimistic was because I knew I was going to shout about my redundancy from the rooftops. Hell, even the Guardian wrote about me doing it.
Despite what some on here may think, this was not because I wanted to appear in a national newspaper … oh no, it was for far more practical reasons.
The first was that the more people knew I was available, the more chances I’d have of being considered for work. I mean … come on. I work in advertising, what else was I going to do?
However the second – and possibly more important reason – was I hated how many people felt some sort of shame for finding themselves in this situation.
Shit happens – especially during a global pandemic – so to carry that burden in addition to all the other stuff they have to deal with must make the pressure they’re dealing with unbelievably destructive. I would not wish that on anyone … no one at all. And while I was treated fairly, what makes these situations even worse is that some companies actively encourage people they’ve let go to feel this way … simply because it encourages them to stay silent about what’s happened which lets the company act to clients and the market that everything is fine and dandy when it obviously isn’t.
So my thinking was that by owning my situation publicly, it may help burst this corporately induced shame and reinforce there is nothing to be embarrassed about … especially as the situation ultimately has nothing to do with you – and everything to do with them – even if some companies try to suggest otherwise.
But there was also another reason for my optimism.
Potentially a stupid one.
And that was the last time this situation happened to me, it led to one of the most fruitful and creative periods of my career and I wondered/hoped/mused if lighting could strike twice.
Despite turning 50 [rather than the last time, where I was 35] it amazingly did.
Now I absolutely appreciate how lucky I am.
I also appreciate there are a lot of factors that contributed to this luck.
From the openness of my family to move countries for the 4th time in 4 years … to the wide range of contacts I’d gained thanks to having lived all around the World … to the fact I’m a white male so ‘unfair advantage’ was baked into my career DNA from the very beginning.
But even with all that, the life I now live is in many ways – or at least in many parts – unrecognisable to the one I had when I was let go from R/GA a year ago
From the work I’ve done and do.
To the clients/bands/billionaires I’ve done it for and do it for.
To the immensely talented people I’ve worked with and work with.
To the country I now call home.
Hell, I even managed to get hired and fired by the Red Hot Chili Peppers in that time.
It’s bonkers.
And while I enjoyed my time at R/GA and am grateful for the experience, I’m happier now.
They probably are too … hahaha.
That said, I miss my gang.
Lachlan, Nic, Rach, Anna, Joel, Amar, Erika, Laureen, Bassot, Ed, Hannah, Megan, Nicole, Divya, Arda, Amelia, Severine, Marissa, Insa, Toby, Ben … and the others who helped make my time – and the gang – so much fun, including Anne, Valia, Eduardo and Michael.
What a wonderful bunch of beautifully talented misfits they were/are.
Always demanding … debating … provoking … and making me smarter because of it.
Then again … given all but a couple of them have moved to do other interesting, weird, infamous and famous things, it means that even if I was still there, they wouldn’t be.
Or maybe they would. [Cue mischievous laugh. Hahahaha]
But the point of this post is not just to celebrate a year since a weird day in July … it’s a reminder that life is always changing, moving, evolving and progressing.
However bad a situation may be, it does not mean it will always be that way … even if it feels like it is.
And if anyone worries they are the exception, I want you to know I am here to chat.
Not to convince you you’re wrong.
Or try to solve your problems.
But to listen.
Because not everyone has that and not only is that important … sometimes that’s the first step to getting stronger.
Not to self-reflect or gain enlightenment … but to vent, bitch, moan, complain.
The things some people try to make you feel guilty for wanting to express or think, even though the real reason is because it makes them feel uncomfortable rather than it being bad for you.
And it absolutely is not bad for you.
At least in small doses.
Because as we all know, the first thing you do to treat a scrape is to cleanse the wound … so if anyone thinks this would be useful to you, please know I would be happy to give you a safe space to be your worst without judgement or expectation.
Because the worst times don’t last.
They just feel they do.
So thank you R/GA, I will always be grateful for what you did for me.
Especially on July 10th 2020.
You can reach me here.
Filed under: A Bit Of Inspiration, Advertising, Agency Culture, Attitude & Aptitude, Authenticity, Brand, Brand Suicide, China, Chinese Culture, Comment, Communication Strategy, Confidence, Creative Development, Creativity, Culture, Emotion, Empathy, Insight, Marketing, Nike, olympics, Resonance, Shanghai, Sport, Wieden+Kennedy
I have now had time to get over the Euro finals.
While my Italian/English heritage meant I was going to ‘win’ regardless of the result – and while the result, at least to me, was probably fair – I was gutted for the England team.
Ironically, the disgusting behaviour of the fans after the match – fired up by the equally disgusting behaviour of the British government – kind-of made me happy they lost.
It’s at these moments teams – or brands – can fall away and so what happens next becomes unbelievably important.
It reminded me of 2008 when Chinese hurdler – and gold medal contender – Liu Xiang, broke China’s hearts by injuring himself during the race.
Remember, this was the year the Olympics was held in Beijing and in many ways, it was the governments ‘coming out’ party to the rest of the World. A chance to showcase the nations abilities, talent, skills and sophistication. A declaration a new superpower was here.
While that might have been news to the rest of the World, for the people of China, they had known this for a long time which is why when Liu Xiang faltered through injury, people – like in the UK – started to turn on him.
While he did not face the disgusting and disgraceful racist abuse certain members of the England team have encountered, he did face claims that by pulling out mid-race, he had not tried hard enough, had embarrassed China and sold the people false hope.
Because Liu Xiang was a NIKE athlete, overnight W+K Shanghai created an ad that aimed to reframe the loss for the people across China.
To shift emotions from anger to pride, love, support.
The next morning, this ad ran in most of the papers …
It is still widely acknowledged as one of the pivotal pieces of communication.
Not just by the industry.
Not just by NIKE.
Not even by Liu Xiang.
But by people across China who woke up to that ad the next morning.
Turning anger to sympathy.
Turning abuse to respect.
Turning sport into culture.
I say all this because on the day England finished runners-up in the Euro’s, the English FA released – what I consider – the modern version of our Liu Xiang ad.
I hope it works for England and their players.
But mainly the players.
Because they did bring something home …
Every one of them.
Pride. Unity. Hope.
Until those racist fucks robbed it off them … off the rest of us.
And while the media may like to suggest those responsible are a small minority of hooligans, the reality is it’s not a small minority and hooligans are not some cartoon villain.
In fact the problem is these pricks live amongst all of us. They are invisible because they look, live and work like so many of us. They’re fathers. Sons. Brothers. Uncles.
They’re also racist scum.
Exemplified by their hate towards the 3 England players who missed their penalties.
These 3 brilliant and inspiring men are young.
Hell, Bukayo Saka is 19.
NINETEEN.
At that age I couldn’t even ask out a woman who worked on the till at Asda, West Bridgford … so anyone who gives him shit when he’s playing for the England national football team, in the final of the Euro’s, at the most intense and pressured moment of the entire tournament, with billions watching can just fuck off.
Winning FIFA 2014 on Playstation doesn’t make you a winner, it makes you a fantasist.
And to them I am glad football didn’t come home.
I just wish football could take them far away from it.