What can marketing learn from

VANILLA ICEcloser customer connections in

changing times

http://www.flickr.com/photos/eboman/395968846/

Peter HarrisManaging DirectorVision Critical

Peter Harris

Managing Director @ Vision Critical

AUDITOR marketing RESEARCHFamily man AMSRS aussie NEW MEDIA

building relationships ASHES TRAGIC

“Stop, Collaborate and Listen” – Vanilla Ice

Stop. Collaborate. Listen.

Past

Today

“In most categories a brand’s market share is stationary”

4 out of 5 categories seen as increasingly homogeneous

3x $ spent on discounting as ‘brand building’ in fmcg

0.5% average click-thru rate for banners

Less than 1 in 10 ads seen as different

4% response rate successful in DM

Sources: Andrew Ehrenberg; Copernicus Consulting; McKinsey

Some inconvenient truths

Brands fall into one of four engagement profiles…. Mavens have experienced better

revenue growth (last 12 mths)

Source: The world’s most valuable brands. Who’s most engaged? Ranking the Top 100 Global Brands Report, prepared by Altimeter and Wetpaint

Brands that engage in social media are winning

Continuous listening

brands must go beyond broadcast

and become “facilitators”

How can we get a better ROI? (Return on insight)

Stop. Collaborate. Listen.

collaborate Invite them in. Treat them as collaborators. Harness their collective intelligence. Give them a role in helping the brand succeed and a chance to become visible to their community.

collaborate

If what we’re doing is right, and if we give them the tools, young people will do the marketing and organising for us(and be better at it than we are)

http://au.youtube.com/watch?v=Y0SOXW_K56w

• 70,000 ideas in first year

• Free coffee for Gold Card members on their birthday

• Starbucks VIP card

• Buy coffee beans, get a free cup of coffee

• Get (free) help, advice & support in planning kitchens, offices, wardrobes eetc..

• Employee and fan community - 100,000+ members, 4 yrs old

• Community donations + ad revenue funding model

• Reward participation with Ikea gift cards

Results

entertain

useful

connect

educate

Why they will collaborate?

Source: PHD

Stop. Collaborate. Listen.

Talk with customers in context. Listen to their ideas before they get skewed. Uncover issues, focusing on how people feel.

Listen

“In the old days, brands wanted everybody to pay attention to them. Now brands need to pay attention to everybody else.”

-Anonymous

listen

We’ve been voted the best marketer of the 20th

century. But that’s because we were the biggest shouters. In the 21st century, we want to be the best listeners.

“- Greg Icenhower, P&G, director of corporate communications

Social Media Monitoring Tools

Social Media Buzz Monitoring

1. Free Alert Systems

2. Paid Analysis Dashboard

3. Full Service Insights Partners

Online Customer Community• Continuous connection to your customers• 300–500 invitation-only members in a room

Discussion

Quick Polls

Online chat

Brainstorm

Use photos

Video

Survey

Journals

Mystery shopping

Scrapbook

Immersion

Twitter

Off-line events

‘Listening is the new marketing’, Chris Brogan

7 Secrets of Vanilla Ice Marketing

1. Make your own game

• Stand out

• Don’t play by other people’s rules

2. Build a Posse

• Make friends / connect

• Insiders advantage / outsiders can’t buy influence

• Create a big F’n network

3. Spin off

• The Archimedes Effect / Leverage

• Build off previous success

• Be a great party host

• Invite them to participate and mash their own content

• Connect , network and help build relationships

4. Throw Awesome Parties

• Provide opportunities to participate

• Don’t force the conversations but help it along

• Share instead of hoard

• Put on & play a constructive role in offline events

• Add value to the community experience

• Capture content and 3rd party perspectives on your community topic

• Pay your dues - consistency and authenticity

• Be open to criticism and admit when you are wrong

• Have a higher purpose

Peter.harris@visioncritical.com

twitter.com/peteraharris