monocle

A Consideration of Charm

Depot Eatery by Al Brown - Auckland, New Zealand

Today I was reading an essay in the February edition of Monocle magazine on charm and it got me thinking about that elusive quality, that is so hard to quantify, yet can make all the difference to someones opinion of a place or service. As they pointed out, you will never hear someone say “I was I were less charming”. It’s a quality that can’t be easily replicated (bad news for competitors) and I believe really helps to give your business a special place in peoples minds. Take Depot Eatery pictured above, as soon as you arrive you feel the place has a character which is replicated in the unpretentious yet delicious food.

How can we as advertisers help to create content and instore experiences that help to cultivate this elusive trait? I believe it has to start at the ground level instore, where the customer is interacting with your business and you really have the opportunity to control a branded experience. Create a service experience that is friendly and warm, where the customer feels a personal touch. In a larger retail advertising sense this comes down to utilising CRM and Instore channels. Using CRM databases to customise content delivered to customers, you could send out personalised mailers to letterboxes, exclusive deals to mobile phones or deliver on screen prompts to sales staff of the customers favourite products when the customer is at the point of sale. Also consider the design space and fit out of the store carefully. No longer is it simply enough to erect some shelving and place products on it, expecting them to sell. When instore, this is a retail or service businesses big opporunity to sell the brand in an age when people roundly ignore a large portion of the advertising messages out there. Think on brand, engaging and personal, of course all the while remembering we are in the business of selling!

In terms of bringing the message above the line, as a brand you must be true and honest. This is nothing new in terms of branding strategy but I think now more then ever it is important for your busiess to have a clear value proposition. Be proud of the qualities of your business that can’t be faked or replicated. Are your products wholly sourced from quality producers or do you have the widest curated range of fashion available for convenient purchase? It is no longer simply enough to just decide what your product or service is about through mass market channels, people see through this. Brands must now constantly live their values, throughout all touch points with the consumer to truely deliver a memorable experience.

So next time when someone wanders in with a Powerpoint describing in detail the customer journey, take a minute to think about at what point you will be charming the pants off them!

Alex

Newspapers – Product & Positioning

I was recently reading an article in Monocle magazine about a newspaper in Norway, Dagens Naringsliv, http://www.dn.no/ which targets the premium end of the news market with their printed editions with thorough, quality, investigative journalism whilst utilising their website & tablet editions for breaking and up to the minute news & comment. Could this be the future for newspapers? Will printed paper stand for quality like it once did when the internet and digital devices are ubiquitous? In my opinion we are seeing this trend to an extent with magazines already.

It’s no new concept however that in advertising and media we need to look beyond just the product itself as a basis for our strategy. In our over saturated & communicated market, this is no longer enough. Even if we have the best product we now need to look at how the product is positioned in the minds of the receivers/consumers to really find our space in the market. Technology and the internet are forcing newspapers into a transition phase where their old model of being a printed advertising delivery system where journalism takes a back seat is rapidly becoming obsolete. Readership is dropping as people turn to the internet for their daily news rather than the traditional printed edition.

Could a new product & positioning strategy perhaps help to both revive the printed edtions and innovate the business model into the future? With some clever positioning and quality content this could be the case. I’m sure there will always be people willing to pay for quality journalism on a tangible medium such as paper, especially if we can make people feel more sophisticated for doing so. Let’s face it, we by nature are tactile creatures and there is something about the feeling of a good quality paper stock in your hands that no amount of digital technology can replicate.

So how could a newspaper go about doing this? For a starters it would most likely take a refresh of brand design and some self promotion.

For the printed editions the below points could be considered:

• Improve the quality of the content (look at longer form journalism, perhaps investigative content & content with strong editorial influence)
• Improve the quality of the paper stock
• Consider the distribution quantity (perhaps reducing the printed circulation and targeting specific geographic regions to control costs)
• Consider the distribution channels (could the channels be more carefully considered to portray a premium image?)
• Increase the price to reflect a premium pricing strategy

Then, back it up with an “always on” site which can be viewed across multiple devices from laptops to tablets or mobile. Content here could be up to the minute, with far less editorial control & could cover a wider variety of stories & commentary. As you compete on a global scale online, keeping content curated to the region your printed in would most likely serve best against competition from strong international news powerhouses. Paywalls should most likely become the norm for certain content here also.

All this aside, the biggest challenge facing the industry is that with the web it is impossible to monetise to the same extent as print since the advertising space isn’t as valuable. Unfortunately for them, I doubt this hurdle will ever be able to be overcome, they may simply never be as profitable as they once were and the focus must go back to quality content. As it should be.

Alex