What's In A Name?

Jeff Bezos, the man behind the largest online retail colossus on the planet urges companies to remember one vital business tip: always "obsess over customers". Our friendly, American, barista formerly known as Starbucks and now only illustrated by the iconic logo strongly subscribes to the same ideology. Consequently, my morning coffee and afternoon 'Frapp' routine has changed. I am now more than a scribble on a plastic cup. My existence has broadened from an earlier MCCF* or a GBA** to my true name. Well sort of.

I cheerily made my way into the welcoming world of the twin-tailed Siren (Mermaid in common parlance) and sure enough, swiftly at the heels of my order, I was asked for my name. Now, Anupriya is a rare mouthful even for an Indian name so I decisively settled on Anu also taking the time to smile and spell it out. I was delirious with relief that it would take a retail outlet quite a bit of effort to fudge that one up. I was wrong.

As the incriminating (though admittedly delicious!) pictures above demonstrate, my three letter abbreviated moniker was altered to ENO or perhaps, if we are more forgiving, ENU. I love my provider of coffee. I really do. However I struggle to reconcile myself with my new name that GSK uses to peddle "fast acting effervescent antacids" internationally.

Strike 1 dearly loved provider of all things caffeine.


Notes:

In all seriousness though, I get why Starbucks has a sudden interest in customer names. The marketing strategy of increasing customer engagement, one first-name at a time makes sense. One of the easiest rapport building strategies employed by retailers, using a customer's name undoubtedly personalises the transaction and the overall customer experience. I wonder how accurate is the quantification of the adverse coverage of misspelled names, annoyance of extra time spent at the tills, and curiously (thankfully rarely!) the outrage from some very guarded customers who, all said and done, just don't want to give away their identities.


*   Mocha Cookie Crumble Frappuccino
**  Grande Black Americano

Data Morality

This is an age of data. Some boffins say that within the next 6 months we will generate more data than was generated by mankind since documented existence. Not only does this spawn the most obvious question - are we equipped to convert this data into usable, commercially viable information but also a plethora of associated concerns: Where does all this data come from? What is it used for? Who regulates it? Can we afford the spectacular failures that result from an absence or inadequacy of the same?

The capture and analysis of data on customer preferences has been and will be the chief tool for a marketer. The Gold Standard of customer service - a single view of a customer is a result of just such an ability. When a business records past contacts I have made with them, incidents and outcomes etc. and makes it available Enterprise-wide, I can be assured any person I speak to in the Company will know what I’m talking about. This is a powerful feature. When I visit a website regularly to buy BBC Documentaries and Books on SLR Photography, it would be wise to direct me to the most appropriate pages and indeed make informed recommendations based on this proclivity.

But when does this win-win arrangement turn into a one sided encroachment into a customer’s privacy? It would be hard to say that cognition is a uniquely human faculty. What's uniquely human though is the lengths we'll go to either preserve information about ourselves or disseminate it. Both the sides will have reasonable arguments for defending their position. There will be people who would tweet about their recent consumption of an apple and there will be others who have blocked even their names from appearing in Facebook Search results.
I personally believe intrusion begins where volition ends. If there is something that I have tacitly agreed to without being presented with an option to step out of the arrangement, I may view it as an intrusion attempt. No one is interested in the fine print of the Data Privacy legislation, what everyone would be (or rather should be) interested in is the extent to which this is breached. Identity theft concerns aside, there is always a sense of unease about the consequences of our actions where we have voluntarily or involuntarily relinquished our cherished control over our personal information. In summary, I consider that the safe zone for the marketing professional (and the customer) is to allow for optionality, a human choice to customers. As for the customers, they’ll have to make up their own minds and judge if the benefits realized from waiving their rights to certain kinds of information offsets the moral concerns regarding this waiver.

Of Customer Service, Ducks and Brand

Brand is one of those things, which if you get right is an enduring asset for the organisation and a dependable schema for the customer to consolidate their views of your product/organisation.

All the marketing best practice principles aside, if your brand manages to be emotionally charged as well, you have a winner. I am passionate about brands and just like everyone, have a few clear favorites. I do however love to analyse that little bit further, what makes a particular brand 'tick', what was the evolution of the thought process that the creative teams (at the associated Ad Agency) exercised, what might be the size of the target market who may experience the same affective association with the brand as I do...It's a stimulating intellectual workout.

Endless Fascination with Ducks

Having very lovingly observed and enjoyed the advertising work engaged by my phone company, I wanted to let them know of my appreciation. I also wanted a reward out of it. So (in a very British tradition) decided to write them a letter.

My Letter to the phone company (referred to as Telecom Provider X*)

Dear lovely people at Telecom Provider X,

just the other day, I realised that I have been a loyal Pay-monthly customer for a very long time. I thought I'll take this chance to commend you guys for your stellar customer service. Performance aspects aside, your service alone prompted my additional subscription to your Broadband. I also like all the branding stuff that's going on at Telecom Provider X. Especially those Adverts where you promise the customers 'treats'. You know, the one where all these bright, yellow, plastic ducks complete an arduous journey and arrive at a tranquil lake where people dip in and fish them out? Some of these ducks are fancy iPods and other delights. Now, I am not saying I want an iPhone for being so loyal to you and paying all my bills on time but don't I deserve some treats? Do you think I could be sent some promotional ducks?

My heart is set on them.

I am also willing to settle on a shiny new iPod Touch (as I currently lead a miserable life with my 8GB iPhone which is insufficient for my music) and may allow you to engrave it with 'From Telecom Provider X with Love'.

The good people at Telecom Provider X replied:

Good Morning Anupriya,

Thanks for getting in touch about promotional ducks. Anupriya, I'd like to inform you that these promotional ducks which you've seen in the advertisements are being promoted as surprises for Prepay customers. However, I've personally checked your account and can see that you're a loyal customer with us for a long time now so I've gone ahead and added a subscription discount of £10 for 3 months to your account. It will be effective from [dd/mm/yy]. I hope this'll bring a smile on your face.

Guess what, it most certainly did!

They really should have sent me some ducks as well though.

*The Telecommunications provider has been anonymised for obvious reasons.

Craving the Sound of Silence

Where did all the silence go?

I sit on a bus/train and 66% of the people are on their phones, oblivious to the unwelcome intrusion they exercise by belting out details of their mundane lives on top of the stoppage announcements in the vehicle. I don't want to know about your latest crush in school. I also don't need to know what was so shocking in your friend's day that made your entire conversation a recurring series of "No!" and "Really?" and an occasional "Wow!".

I don't understand why everyone doesn't have their phones on vibrate? Making a personal statement via your ring tone? What a depressing death of all known modes of creativity.

My tolerance is also abysmal for the leaky standard iPod earphones.

Psychiatrically speaking though, I wonder if there is something seriously dysfunctional about a world where people cannot wait to actually get home to have a decent conversation with the spouse. They have to get it out of the way while being Publicly transported. I know I am making a prejudiced differentiation between a phone conversation and sitting down with a book. When you think about it, they are not that different. Except for the intrusion aspect, I guess. Rare would be that annoyance that comes off a nicely creased spine, yellowed cover pages of a Penguin Classic. I am prejudiced.

Where did all the Marketing sense go?

A popular consumer opinion website recently ran a survey asking users to comment on which advertisements were annoying them the most. Not surprisingly, with a resounding majority (more than 7000 votes!) the obnoxious winner is everyone's most hated moustached man on Go Compare.

Perhaps, being annoying and loud = memorable = better product recall = effective advertising? Unfortunately not. Amongst the hundreds of blog posts, comments, websites dedicated exclusively to shred any claims of the advertising merit of this promotion, there is no indication whatsoever of any likelihood of using the product based on this campaign.

Let's bring Psychology in
In fact research by Douglas, Kellaris, Cox and Cox and several others suggests that advertisements without music performed better on recall and recognition measures than ads with music.

Therefore even though I wonder if this loud and pointless Promo may perhaps result in the downfall of the product in question, I'd be maligning the scientific method, if I were to say that the usage of the product has or may have suffered due to this marketing fiasco. I would need empirical evidence for that particular website usage over the past few months in order to say that.

Let's check some figures: Market share as on Dec 2009 compared to Dec 2008

1. Moneysupermarket.com 18.97 per cent (-4.3 per cent),

2. GoCompare.com 6.89 per cent (+0.72 per cent),

3. Confused.com 4.23 per cent (+0.5 per cent),

4. Comparethemarket.com 3.32 per cent (+1.93 per cent)

It appears that biggest rising star is the friendly Russian Meerkat.

Crushingly though, GoCompare has also registered a recent increase!

Check the Google Trends report for usage of some websites.

I'll post in another 2 months with more data to corroborate my tentative hypothesis. Right now the rising trend is too small for me to discard my hypothesis and the advertisement is too awful for me to give up moaning about it.

References:

1. Market share data from business.scotsman.com.

http://business.scotsman.com/medialeisure/-Terry-Murden-looks-at.5988705.jp

2. Trends data from Google

3. Douglas, Olsen G, Creating the contrast: the influence of silence and background music on recall and attribute importance. Journal of Advertising (2005)