Toyota Swagger Wagon

As Tony Hayward departs BP and the oil spill might finally be plugged, it looks like the media will have to find some a new brand to bash. Toyota, for one, must have been relieved when their turn was over and BP took over the lime light. A global recall of 9.4 million Toyotas due to unintended acceleration is certainly top of the hit list of PR disasters for the year, along with golfer’s hero Tiger Woods.

"All the Toyota vehicles bear my name," Mr. Toyoda repeatedly lamented at the time, except someone in the marketing department seemed to have misspelled it a long time ago and never fixed it.

As an aside, a forth brand is also in trouble today. Ferrari, another automotive heavyweight appears to think that it is far too big and important to follow the rules. Currently they are attempting to convince us that it did not fix the latest Grand Prix race by ordering Massa to give way to Alonso. Shame on you Ferrari, I don’t believe a word of it and I bet most of your customers don’t either. Trust issues anyone?

Anyway, back to Toyota. What do you do when your brand is in tatters?

Rebuild it slowly but surely, concentrating on the products would be my answer.

Get back to the roots and look at what makes the products great and start communicating on this. Stay well away from any fuzzy brand statements and make sure your customer service is exemplary. People are much more likely to evaluate your brand based on their actual experience and touch points than anything they see on the media. This includes positive and negative. Yes there is no denying that the negative is more difficult to shake off but nevertheless this rule still holds true.

Less people might walk into the showroom but if you make the experience fantastic for those that do, and show them real product benefit, then they will purchase, they will come back and they will tell their friends.

As well as this, I think having a bit of a laugh at yourself is always a good move when you have made a major gaffe. Which is one of the reasons why I think the video launched by Toyota in the US to promote its Sienna Minivan is so genius. The video currently has nearly 5 million views.



It is clever because it is engaging, funny, pokes a bit of fun at station wagon families that might drive the car but overall is very memorable.

Memorable for the right reasons which goes a small way to start re-building that lost brand equity. Not everybody will find it funny but it will certainly be talked about. It is already doing the rounds in the social media space and is in the top 5 videos in the US charts.

As part of the series there are other videos which also manage to display product features of the car like the smart Key or dual power sliding side doors. It reminds me a bit of the Clio adverts that poke gentle fun at the French heritage of the car and we know what a huge success the Clio has been.

Although profits are looking better for Toyota as they are expected to return to black for the April-June period (according to the Nikkei Daily), Toyota still has underlying issues that date back, even before the recall. Share of market in Europe is declining and the South Koreans are taking over. So there is still a lot of work to be done for Toyota to find their competitive edge again.

However in the meantime I am liking their style and not ashamed to admit that the Swagger Wagon looks pretty cool for a mum with 2 kids!

O2 puts a limit on the unlimited

The news has broken that O2 are going to start limiting the data on our iphones, basically meaning that we have to start watching our emails, internet use and downloading using the iphone. Up til now, all iphone packages included “unlimited” data downloads (within reason) so we have all been happily checking our mails up and down the country, using our apps to find a cash point, and sharing our score in the latest game we are addicted to. I am loving it.

With 10 hours of calls (that I have never got close to) and unlimited texts, I loved the fact that I never have to think about my phone use. In a cluttered and difficult world where you should be switching your supplier for everything from energy to savings accounts every 5 minutes to get the best tariff, it was really soothing to never have to worry about the mobile.

I think O2 are a very clever company in so many ways but limiting data is such a bad idea because it goes against the wishes of the vast majority of their customers.

Having been a customer champion for many years, genuinely working on customer service and being the first to give existing customers deals just as good as for new customers, O2 have shown themselves to be in tune with people’s needs. More recently their ad for broadband, “Niggles and narks” clearly taking on board the general moan that you can’t get any decent customer service when it comes to broadband. Ads all designed to put O2 firmly on the side of the customer.

Then Ronan Dunne, O2’s chief exec announces in his blog that data will be limited for new contracts. Apparently 97% of us won’t be affected, only 0.1% of us are using data over the new limit.

Yes I will be affected, Ronan, because I now have to think before using my iphone. It spoils my enjoyment. It's like when I'm in France and I have to switch to "no data roaming". I feel a bit bereft.

He also claims that it is for our own good. Because why should we pay for that top % using a lot more than us? News for you, Ronan, currently I am not.

This is not a decision based on customer insight.

The reason that this decision has been made as far as I understand it and with the help of a very insightful article from the Guardian is that 0.1% of people are abusing the “no limit”….and the company can’t work out how else to stop them and / or make them pay.

This is sort of thing I would expect from Talktalk. Not the customer-loving O2 brand. I beg you to reconsider. Maybe Orange has a great opportunity to jump in with a message that they won’t charge for data? I would be up for switching.

Controversial ads or just plain funny?

So the World Cup is on its way and with it, lots of memorabilia and British flags. My local pub looks like it is geared up for the Queen’s coronation and a royal wedding all in one go. Half the nation (mostly male) is going to go loopy for a few weeks, I wonder if the release of Sex and the City 2 was deliberately timed in this way? Extra seats sold as women across the nation flee?

Anyway, happy days for most people while the world’s favourite game takes centre stage. However, on the flip side, rather worryingly, there are already stories circulating however that some people in public situations are being told not to fly the English flag and not to be too overt in their national pride. Most of these stories are unsubstantiated for the moment so I shall reserve any further comment; I just hope that people are going to be allowed to celebrate (or commiserate) in a normal way without being worried about who they might upset.

It was with this thought that I was relieved to hear that the ASA still have some sensible people working there – not taken over by such a level of political correctness that creativity is stifled. I like to think they have a sense of humour too and some of their recent decisions reflect this.


You see I really chuckled when I saw that ad for Homepride ovencleaner that claimed “even a man can do it”.




OK, so I am a woman and some men may feel differently but isn’t it just tongue in cheek? Can’t people see that? Well thankfully the ASA think so, despite being the 2nd most complained about advert in 2009, ASA did not hold up the complaint.

More recently a Burger King advert was also complained about by 52 people. The internet audio ad featured a conversation that began: "Oh officer don't give us a ticket, I was just getting some king lunch," with the officer replying: "I can see that and it looks king good."

Again the ASA did not uphold it. Come on – it’s a clever play on words, you take it how you want to.

So good on them for not stifling all last remnants of creativity as we standardise and legislate in every area, and good on them for letting brands have a go at some more interesting advertising so long as they stay true to the product's attributes and the reality of using them.

Will you remember me tomorrow?

Getting some cut through in the clutter of brands and advertising is a challenge for any company, small or big. The internet has created competition for local businesses where previously there may have been none. Our competition is now only a click away.

Even for individuals, who are consulting or freelancing, therefore selling their own expertise, competition is everywhere due to remote and virtual services. You can employ a PA, a marketing expert and a bookeeper virtually, the actual people don’t need to be by your side.

So getting some cut through is even more important than it ever was before. If you can find a way to be a bit different this may go some way in a highly competitive environment. There are plenty of ways to do this and one of these is to be memorable. I wanted to share with you a site I came across for a Lawson Clarke which is highly memorable. He is an advertising copywriter.

Advertising is a creative sector in itself so you really need to be clever to get cut through in this area. Believe me – you won’t forget Lawson if you have seen his web site.

He decided to pose naked on his home page as a parody of the famous 70’s photo from the Cosmoplitan magazine where Burt Reynolds lay naked on an animal skin rug. Don’t worry his modesty is protected by the TV!

The site is then a very simple and easy to navigate portfolio of his work. Take a look at his “contact” section. I believe that it is the simplicity that makes it work as much as the creative idea.

Finally it is also a success because he has considered his sector and his audience. You shouldn’t be creating a grey linear site when you are marketing yourself as an advertising exec. Having said this, standard communication and drab design is not going to be memorable for B to B, financial services or other more traditional sectors either.

So even if you don’t fancy posing nude on your site home page, let’s dare to be a bit different, let’s look at an idea that is not quite as safe as usual and give it a try.

Getting the basics right

I always have my eye on the French news and I spotted a report from journaldunet.com on what French customers are looking for from a branded site. I don’t think the French are any different from us when it comes to web surfing so we could probably apply it to the UK as well.

The results on the surface are may seem a touch obvious.

78% of people go to a brand’s site for information on the products and services
54% for the online store
44% to find a nearby outlet
38% for help on how to use the product / service
37% for customer benefits
31% for contact with customer services
30% for information on the brand
10% for games / competitions
9% for advertising
7% to interact with other customers
(several responses are possible)

However, I think in reality this is quite interesting. This survey screams to brand owners that the web experience is first and foremost about information and assistance.

Customers want and expect to find clear information about your products and services . We can wax lyrical about social media and it certainly has its role to play for brands but we must first get the basics right.

Information needs to be set out clearly with easy navigation. An easy-to-use accessible site will give the customer the reassurance that you know what you are doing. If your site is putting obstacles in the way, what does that say about the products or services you are selling and their potential to be outstanding?

A simple test would be to put some of your customers, or even a couple of friends in front of your web site and just watch what they do. It is sometimes hard for us marketers to realise which bits the customer will trip up on. Sometimes it is the most obvious. As I have said before, even the really big brands have some big usability issues making it hard to find simple pieces of information. During the volcanic ash episode, my favourite target the air travel sites, notable Jet2 and easyjet’s informations was extremely poor, confusing and contradictory.

For the next step, you could try setting your customers a couple of really easy tasks to find on your web site and see if they manage. Usability testing doesn’t always have to be hi-tech, this method is possible for any small business.

Make sure access to the customer service line is easy to find and welcoming. If this survey is true, a third of all customers are just looking for some kind of assistance. The customer service experience is a moment of truth, when the customer will make up their mind about your brand. A brand advocate can be created from a great experience, since so many are so poor! Take the opportunity to do it well!

But have you already worked in the "widgets that go on the end of pencils" sector?

As you may have realised I am now a freelancer so I work in quite a few different industry sectors. The variety is one of the reasons I like the job. When I was an “employed” marketer I worked in lots of different sectors, television, sport, insurance, FMCG. I think this is brilliant (Ok so I am a bit biased) – but why does this not seem to be valued by employers?

Why is it, that in almost every job spec, prospective employers want someone with sector experience? Some push it to such an extreme that they seem to want someone who has done the job before and is willing to do it again with no career advancement in site e.g.. “Toy manufacturer seeks marketing manager with over 5 years marketing experience in toy manufacturing – must have management experience”.

In such tough economic times, I believe that innovation that can keep a company growing. There are always ways to grow profit and a challenging environment encourages us marketers to be inventive, either in process or product. So surely one of the ways to foster some inventive thinking is to get a good mix of expertise in the team? Mixing it up with people who have different experiences and can bring something new to the table.

While it may be tempting for stressed out employers to get new staff that can integrate quickly since they know the products and the sector, they may end up with a whole team of staff trained to think that things are done one way and only that way will work.

There is no denying that there a few cases when the network of contacts a person brings to a role has great value but it would just be nice to see some employers open their minds a bit. Imagine the value of bringing in a mobile marketer to an insurance company. Both very acquisition led businesses, but the mobile phone operators woke up to the need for retention far quicker than the insurance industry, so there is much to teach and trial. Imagine bringing FMCG techniques to the a professional services industry such as architects or solicitors? Now that would be interesting!

I would much rather teach new products and a new sector to a bright and motivated new recruit than attempt to teach a recruit with sector experience how to be bright and motivated.

So let’s hear it for a bit of diversity and fresh thinking from our employers.

Speedo Part 2

I wrote about Speedo only a month ago on how I was impressed that they had used real customer insight on women’s actual shapes to design a new range of swimwear.
Well I’m back this month on Speedo since the brand is unveiling a new pan-European campaign.

It will focus on personal relationships with swimmers, promoting Speedo as a brand that understands that every swimmer is different. So far so good. This ties in with a range that suits different types of bodies and suggests that the brand wants to reach all types of swimmers and bodies, not just those we traditionally associate with Speedo. That is to say the ultra sporty types who get a size smaller so that they can stretch their costume onto their bodies like an elastic band that is about to snap. You know – the type of costumes that for “normal” people, dig into your hips and make your legs look like jelly.

Then Speedo International Head of Marketing Communications Chris MacDonald goes on to say: “As the world’s leading swimwear brand, we understand the benefits that swimming for fitness and relaxation can bring. Our objective for this campaign is to engage with our consumers and explore their relationships with swimming. Speedo’s new brand campaign is striking, emotive and will prompt swimmers of all levels to talk about why they like to swim.”

Marketing speak anyone? “Engage with consumers”, “explore their relationships”, “talk about why they like to swim”. I am a practical marketer. That doesn’t mean I am not strategic but I like a brand to be straight forward in its promises to consumers and then deliver it flawlessly. I love lots of brands and still think they have a huge role to play in marketing, but when I hear this kind of speech, I groan because this type of statement gives us marketers a reputation for creating flowery concepts over long lunches.

What about the product Speedo? What are the costumes like? Why are they the best? Why should I trust your brand to get it right? Is your range super cool and fashionable? Or just really comfy? Or the best materials that make you go faster? Or the widest range, a costume to fit any shape or size?

Do you really care that my relationship with swimming is the following: I swim up and down my public pool to keep fit and I wear a costume occasionally on holiday.

Here’s an idea for you Speedo if you really want to engage with me as a customer – put money into cleaning up my public pool, the changing rooms are skanky. “Speedo cleans up public pools and makes swimming a better experience”. That will really please me. Oh and make a costume that looks good, fits well and keeps its elastic for a few months. Ta very much.