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January 20, 2012 at 1:47 PM by Cone Communications

This week, Paula Deen revealed a not-so-surprising secret: she has type 2 diabetes. Not surprising because this not-so-fit chef and TV personality has been preaching her love of all things butter since she first graced us with her presence on the Food Network some years ago. And boy, did she grace us. She epitomized southern hospitality – she called us all her friends, she sent us “love and best dishes” and she welcomed us into her home.

Admittedly, I too fell in love with Paula. It was refreshing not to see her scrutinize every morsel of food she put into her mouth. It was refreshing to see that she was comfortable in her own skin, despite being well into her 50s and overweight. It was refreshing to see such a healthy appetite for food – and for life. And so I, along with the rest of America, bought her cookbooks and bakeware. In essence, I bought into her persona (my PR background doesn’t make me immune to marketing tactics, just more aware of them).

Since making the announcement, Paula has been the subject of consumer backlash. Many feel deceived. Many are disappointed that she withheld this news for the last three years. Many feel that she forced her fat-and-sugar-laden recipes upon them and, to some extent, down their throats.

 

The problem with Paula’s announcement had nothing to do with the timing. It had nothing to do with the recipe of disaster she cooked up for herself (pun intended). Instead, it had everything to do with her motive for making the announcement: a deal with a giant pharmaceutical company named Novo Nordisk, a major manufacturer of diabetes drugs.

It’s no secret that Americans’ trust in corporations is declining, and the pharmaceutical industry is not immune to it. We’re a nation that loves a good David vs. Goliath story – the triumphant little guy (American consumers) against the big giant (corporations). So why is Paula, one of the friendliest faces on television, suddenly aligning herself with the Goliath corporation rather than consumers? That’s the real problem. Right now, it seems like Paula’s only looking out for herself and her pocketbook, not all the friends she made along the way.

What would’ve been more Paula-esque? For one, putting her friendly face on a campaign to educate the public about diabetes could’ve been a step in a positive direction. Second, if Paula admitted the error of her cooking ways and proposed a healthier lifestyle for her and all her “friends,” with the help of a trustworthy and respectable partner (like the American Diabetes Association [ADA], for example) things could have played out a whole lot differently*. Cone’s 2010 Cause Evolution Study found that 81 percent of consumers believe that if a celebrity’s commitment to a cause is authentic, he or she can play a significant role in raising awareness for the issue. Imagine the power of Paula Deen.

Do I think this will cause irreversible harm to the Paula Deen brand? No, because, if there’s a story the American consumer enjoys more than a David vs. Goliath, it’s the resurrection of a fallen hero. What it will do is make us all a little more skeptical about what goes into our foods and just how much fat we’re willing to let into our lives – even if it comes wrapped in a sugary sweet southern drawl.

 

--Jenna Walsh, Senior Account Executive

*Note: In later interviews, Paula noted that an undisclosed percentage of her earnings as a spokesperson for Novo Nordisk will be donated to the ADA.

Tags: campaign criticism health nonprofit food strategy

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November 18, 2011 at 3:03 PM by Cici Gordon

As communicators, there is obvious fascination with the Occupy Wall Street (OWS) movement – so much so, that it became the focus of several discussion, among many other topics, during last week’s annual PRWeek NEXT Conference. Below are some themes and thoughts that emerged.

Overstock.com CEO and founder Patrick Byrne observed that the OWS movement is leaderless and suffers from a “message vacuum. It needs to get back on message. Right now it is just becoming a pool of discontent.” Janet Rolle, EVP & CMO at CNN, and Terrence Samuel, deputy national political editor from The Washington Post, concur. Rolle pointed out that “[OWS] has no clear definition of the antagonist and no clear message of what they are trying to enact or change.” Samuel observed that the initial story was a “rag-tag gathering of intense grievances but now the story is that it’s not going away.” He posited that it was “better that it wasn’t covered by mainstream media [initially] because that allowed it to become a huge social media frenzy.”

When the topic shifted to information and influence, much discussion naturally centered around online communication. Peter Rojas, co-founder of Gizmodo and gdgt, noted that the Internet has really brought a “democratization of authority and a fragmentation of influence.” This has allowed anyone to access the “collective wisdom of this community.” So, as he explained, even if your friends are not into whatever subject you are, you still have the ability to “tap into actual user experts.” No longer is communication just about reporting, but the online community is “helping people figure out what to buy and how to use it. It is a very positive community, not just fighting it out on news stories.” Yet, Bill Holstein, president of the Overseas Press Club remarked, “the advent of online has brought about a decline in quality and standards.” This is likely central to the fact that consumers now need to see a story four, five or more times before they believe it.

 

The topic of democratization of information and news was central to the speech by Dan Abrams, legal analyst for ABC News. “Mainstream media no longer dictates what the public gets to see. Consumers have more of a say in the brand now – brands are a democracy, not a dictatorship.” And, CNN’s Rolle agreed. “Brand is the most overused word in the English language. A brand is a tribute that is paid to you by consumers. The emotional relationship between you and consumers is the brand.”

When the future of tablets took over discussions, Gizmodo’s Rojas felt that the tablet’s “place” is still settling out. “While smartphones are ‘out and about’ and laptops are about work, the tablet can be just anywhere. It has people engaging in different ways. For example, tweeting reactions while watching TV, shopping in real time as something is viewed elsewhere.” The long-term challenge as marketers figure out how to capitalize on the tablet is to see where it lands – is it a personal device, like a smartphone, or a shared device, like a PC? Is it more in-home or equally out-of-home? In a similar vein, Duane Bray, a partner at IDEO, observed, “the distinction between online and offline is really going away, consumers don’t think that way anymore.” The tablet will likely contribute greatly to that, as the smartphone already has, allowing simultaneous online and offline interaction. Witness folks tweeting about conferences while attending and following others' comments and threads – online interaction supporting offline activities.

 

How consumers are being communicated to by brands, and the distinctions between owned, earned and paid media, comprised a good portion of the event. Simon Lowden, CMO of Pepsi Beverages Co., declared to the room of PR professionals that “The 30-second ad is here to stay, but US consumers don’t trust it anymore.” This has contributed to Pepsi looking at its marketing not as TV-centric, but as idea-centric – and not as control, but as collaboration. Sean Cochrane, senior analyst at Forrester Research, reported that “in 2009, 500 billion word-of-mouth impressions were made by people to other people. WOM is now a trackable earned media.” But with the advent of online communication and networks like Twitter, “six percent of adults create 80 percent of conversations; so short-term data needs to be balanced with long-term measurement.” We need to be careful not to rush to judgment when relying solely on very short-term topics and trends.

Where is this all headed? Forrester tells us that mobile is the next big battleground for agencies. But, as yet another form of communication in this increasingly blurred world of online and offline, it only makes sense that public relations and communications professionals take the lead. Carry on!

--Cici Gordon, Senior Brand Strategist

Tags: PR trend media mobile wordofmouth conference Internet strategy

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September 30, 2011 at 1:42 PM by Cone Communications

A recent Advertising Age article examined freakonomics – the law of unintended consequences – in marketing. The verdict: choice may not be all it’s cracked up to be. This isn’t a new claim but certainly one that’s worth re-examining, as today, consumers are faced with a host of products and services accompanied by varied promises. Logic suggests successful brands should focus on the promise that consumers expect from them – the promise that’s core to their business and that defines the product/service in the eyes of the target audiences – rather than get distracted by trying to be all things to all people. Innovation is crucial, of course, but the best innovation is often a natural extension of an organization’s “sweet spot.”

 

The value of focus – be it in product development or marketing strategy – is one that can easily be applied to PR campaigns. Something can’t mean everything to everybody at the risk of disengaging many. It’s important for PR professionals to work with clients to develop campaigns that resonate with a product/service’s target audience and avoid marketing to the masses. To ensure a campaign doesn’t evolve outside itself and stays on the straight and narrow, here’s some food for thought:

 

Josh Holloway (center) working with Cone client Nature Valley

Photo Credit: Getty Images

Stay true to the brand. For a consumer-facing launch, it’s crucial to identify a spokesperson who aligns with the brand DNA in order to provide natural and needed credibility. A strong example is a recent program we executed for our Nature Valley client with actor Josh Holloway. Known to the public as the rugged "Sawyer" from “Lost,” Holloway is an outdoor aficionado in his own right, which allowed him to share real-life stories with media and stress getting outside and visiting our national parks with our core audience – active consumers.

 

Less is more. When developing campaign messaging, it’s natural to want to fit in as many points as possible. But for an initiative to be effective, the true message points should be minimal. Three strong points for the overall program will provide clear and actionable messages that stick and provide just enough information to tell a story. Additionally, the more concentrated the core messages, the easier it is to ensure that copy is consistent across an integrated campaign that may involve POP, advertising, digital and social.

 

Concentrate on the core. Is your client marketing to a specific demographic? Make sure the media outlets you’re prioritizing align with the overarching marketing strategy. Coverage in the Wall Street Journal, for example, is great, but a post on a popular mom blog may be considered just as much of a “win” depending on the target audience and desired outcome. Sometimes, the best placement isn’t splashy but one that drives in-store results.

 

Engage strategically. Want to let Facebook fans in a specific geographic area know that a new product is hitting shelves? Leverage regionalized posts to target specific markets and track applicable consumer feedback in real time. Utilize Facebook Insights to see which PR efforts are driving social media traffic and engagement. When it comes to social media, every brand has a role to play, but it’s how it’s done that counts.

 

Communicate results. The benefit of a focused campaign? Tangible results that can be benchmarked en route to the finish. Select a few key media placements and ask your client to match up the dates with sales data. Many eCommerce companies use tracking tools like Google Analytics to directly correlate PR results and sales, and it’s time to bring more measurement into the CPG PR realm.

 

--Jessica Anselmi, Senior Account Executive

Tags: roi planning bestpractices clients PR branding strategy

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September 23, 2011 at 2:46 PM by Mark Malinowski

Just like people, the perception of a brand is everything. Brands can be warm, standoffish, happy, elitist and even confused. And thanks to social media, everyone has the power to influence and “humanize” brands – for better or for worse. 

One brand falling victim to such influence is Abercrombie & Fitch, who publicly declared its young adult brand would pay “Jersey Shore” cast member Mike “The Situation” Sorrentino not to wear its clothes. Not only did this stunt draw widespread media attention (social and otherwise) and stir quite a debate, it also provided a real glimpse into the brand’s personality. Loud and clear, Abercrombie & Fitch was letting it be known that it is a brand that wants to only associate itself with a certain group of “aspirational” young people. The whole situation (pun intended) seemed to be like high-school dynamics playing out on the public stage. Thanks to the influence of consumers using social media, it also affected business. After it asked The Situation to stop wearing its brand, its stock plummeted nine percent.

 

On the flip side, there are brands approaching middle age that seem to be a bit lonely and confused. Having lost its focus and market share, Burger King announced it is dropping its irreverent “The King” mascot in favor of a new campaign that would be focused on healthier product options. Whether you liked The King or not, the campaign penetrated pop culture for years and consumers identified Burger King with The King. To avoid confusion, it seems the brand quickly needs to find its personality footing since the drastic change conveys a schizophrenic message. If it doesn’t, it will become harder to emotionally connect with consumers and stand out from the more defined brand personalities of McDonald’s and even Wendy’s.

So what does brand humanization ultimately mean for today’s marketers? Figure out your brand DNA and personality quickly. If you don’t have a personality, get one and stick with it. Consumers are watching and waiting with their thoughts and opinions.

--Mark Malinowski, Senior Vice President

Tags: socialmedia branding strategy influencer

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March 31, 2011 at 12:19 PM by Mark Malinowski

As part of his worldwide “take over” and public meltdown a few weeks ago, actor Charlie Sheen opened a Twitter account and in just three days became the fastest account to reach 1 million followers. Once he secured his following, Sheen agreed to tweet on behalf of Internships.com and drew more than 1 million unique visitors to the site – proving the power of celebrity.

Thinking as a marketer, there’s no doubt about it; the social synergy between brands and celebrities is becoming more and more symbiotic. According to recent research from The Nielson Company, 64 percent of adult U.S. Internet users who follow a celebrity online also follow a brand – said another way, adults who follow celebrities are four times more likely to follow a brand than the average adult. Nielson also points out that fans are more likely to offer advice and opinions to fellow online consumers.

 

 

Sheen’s public meltdown aside, there is no doubt that celebrity partnerships for brand or cause campaigns are relevant again, thanks to social media. So why has social media changed the way we think and feel about celebrities? In the past, celebrities were largely untouchable and fans could only learn their “inner thoughts” by reading a quote or blurb in People magazine. Today, fans can follow a celebrity on Facebook or Twitter and literally know what Ashton Kutcher or Alyssa Milano are thinking – or not thinking – 24/7. To borrow a famous movie phrase, “this time it’s personal.”

In terms of doing good, a celebrity’s social strength can support relief or cause efforts with just a post or a tweet. Following the natural disaster in Japan, musicians Lady Gaga and Katy Perry both mobilized their enormous social followings and encouraged fans to donate money to help disaster victims. Gaga tweeted, “I Designed a Japan Prayer Bracelet… ALL proceeds will go to Tsunami Relief Efforts” and Perry urged fans to donate to the Red Cross. In a few days, their social calls for help raised significant funds for disaster relief. This never could have happened just a few years ago.

One thing that hasn’t changed is that celebrity partnerships for brands or cause-related efforts still need to be natural and organic. But if the right partnerships can be formed and social followers mobilized, meaningful impact for programs can be achieved like never before.

--Mark Malinowski, Senior Vice President, Cone Entertainment Marketing


To learn more about our recently launched Cone Entertainment Marketing service, please view today’s press announcement.

Tags: partnership cause cone celebrity socialmedia strategy

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February 11, 2011 at 8:45 AM by Cone Communications

Some lawyers have a beef with Taco Bell’s beef…and – here’s a surprise – the fast food chain has thanked them for causing trouble.

A class-action suit filed by Montgomery, Ala., law firm Beasley Allen accuses the fast-food giant of false advertising, claiming several of its products are made with “seasoned ground beef” that doesn’t meet the USDA definition of meat. According to the suit, which the Los Angeles Times made public on January 24, Taco Bell’s “taco meat filling” only contains 35 percent meat – that’s less than the 40 percent the USDA requires – with the other 65 percent composed of spices, extenders, water and other add-ins in far greater amount than the USDA allows for ground beef.

 

 

Taco Bell’s Response

Rather than shy away from further controversy, Taco Bell went on offense, arguing its beef is better than plain ground beef, which it thinks tastes too boring to be served by a company committed to “thinking outside the bun.” Taco Bell insists its seasoned ground beef consists of 88 percent meat and 12 percent “not-so-secret recipe” – which it provides to consumers.

On January 25, the company took the first of several steps to communicate this message to its consumers. Taco Bell’s Twitter account pushed out a statement from Taco Bell President and Chief Concept Officer Greg Creed, explaining the “facts” presented in the lawsuit were “absolutely wrong.” The same went for Taco Bell’s Facebook page, and the online statement to which consumers were directed was updated with additional details on January 26. The company also announced it would place full-page ads “to share the truth about our seasoned beef” in national publications, including The Wall Street Journal, The New York Times and USA Today, as well as execute an outreach campaign to target its Hispanic consumers. The consumer outreach concluded on January 27 when Greg Creed posted a message on Taco Bell’s YouTube channel offering his side of the story.

Why the Response Worked

• Taco Bell utilized a psychologically effective message – “Thank you for suing us” – to counteract the allegations.
• Rather than defending its products from allegations, Taco Bell’s messaging went on the offensive by insisting its seasoned ground beef is actually better than plain ground beef. The company also promised to take legal action against those making false claims against the seasoned beef. This strategy transformed a perceived crisis into an opportunity.
• Taco Bell responded quickly. The company’s point-of-view was included in the Los Angeles Times’ initial report and became increasingly present as details of the controversy developed.
• Taco Bell’s messaging was consistent across platforms – including traditional media, Twitter, Facebook and YouTube.
• And finally, Taco Bell responded creatively and in good humor.

Close, But No Chalupa

Taco Bell fell short in one aspect of its response campaign: effective use of social media to engage its consumer audience. Although the company responded via its Twitter and Facebook channels only one day after news broke, the response did not resonate with social media audiences; following news of the lawsuit, social media posts regarding Taco Bell’s beef spiked to more than 16,000, but following the launch of the ad campaign response, posts only reached about 6,000. This most likely is a result of social media’s inherent nature, concerned more with providing a shock-factor than setting the record straight. By the time Taco Bell responded to its followers, the story was no longer relevant. Although its message could have remained the same, the company needed a flashier response – by social media standards – for the Twittersphere to once again cry, “Yo Quiero Taco Bell!”

--Emilee Ellison, Assistant Account Executive

Tags: strategy food bestpractices socialmedia crisis

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January 7, 2011 at 2:23 PM by Cone Communications

New year, new logo. That seems to be the thinking at Starbucks, as the coffee chain, this week, unveiled a more laconic logo. With the Gap debacle fresh in our minds, we asked our employees to voice their varied opinions on the new look.

 

“I thought they did a nice job letting their loyal customers/card holders get a sneak peak with an email that went out yesterday, including a message from Howard Schultz. There was a link to a website with a video and images of what the new logo would be.”

“I like the logo. It reminds me of what Target and Nike both did at some point in their brand evolution; they removed the brand name from the logo and just left the visual component.”

“I like the new logo – it shows its evolution, but maintains its roots/heritage, unlike what Gap attempted to do and ultimately failed at.”

“I get the need to move their logo beyond coffee, but I think the redesigned logo misses the mark and strays too far to retain its status as an iconic image.”

“All I can think of is how many millions of dollars it takes to remove the company name and the word ‘coffee’ from a logo and turn it Starbucks green? How many focus groups were there? How many hours did it take? There is really nothing new about it. Just another layer of deconstruction of something that already exists, which is basically the evolutionary path of almost every other major brand's logo from McDonald’s to Nike over the past century.”

“For me (focus group of one) it was not the [siren] that made the Starbucks logo recognizable - it was more the Starbucks typeface that I associated with. I don't think I am alone on that either. Thus, I think its decision to focus on the [siren] misses the mark of where its brand equity lies.”

“What about Seattle's Best's bold logo change in May 2010, which absolutely impacted Starbucks, and likely encouraged more brand change? I think Seattle's Best's logo was the bigger miss between the two companies – at least Starbucks' logo is still recognizable – while I appreciate the ‘fueling up’ humor to coffee and gasoline, I think its [Seattle’s Best] new logo teeters too much on the literal side.”

“I tend to think Starbucks should have considered the mantra, ‘If it ain't broke, don't fix it.’ Then again, the University of Oregon football team has essentially built its brand image on inconsistency, of all things. The Ducks are known for constantly changing uniforms, rarely sporting the same design/color on consecutive Saturdays - and, it seems to be working for this brand.”

“It's not a big enough change to turn me off, but it makes me scratch my head.”

“I find it ironic that Starbucks associates the new logo with extending a ‘siren's call,’ when the purpose of the sirens was to draw sailors to their doom!”

“I am not a big fan of changing logos for the sake of change. I think it is almost always a vain exercise of little importance. I never even noticed or thought about what was inside the circle, so to me Starbucks was a green and black circle. However, I don't hate this and I do see how the iconic image without words gives a brand much more flexibility and global play, so I can accept it.”


These previous comments reflect the opinions of individuals and are not necessarily representative of Cone’s point of view.

Tags: logos marketing food branding strategy

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December 3, 2010 at 11:10 AM by Mike Hollywood

Much like the month of March, Black Friday came in like a lion and went out like a lamb. Yes, lines stretched for miles in the wee hours of the morning, but once storefronts were locked and totals were tallied, retailers were likely nonplussed by the modest sales and traffic increases.

 

Where did all the shoppers go? Online.

 

 

Black Friday online sales were up 16 percent, and come Cyber Monday, sales broke $1 billion. This dramatic shift away from brick-and-mortar shopping is not so surprising, considering access to the Internet is near universal among all demographics. What does cause me to raise an eyebrow and shake my head are all the missed opportunities for companies to integrate online holiday shopping promotions across new media channels.

 

A non-scientific Facebook poll found that only a minority of members were using Facebook to search for and share holiday shopping incentives. To really take advantage of Black Friday and Cyber Monday hysteria, retailers would have been smart to provide consumers with Facebook- and Twitter-exclusive discounts designed to increase their followers and sales, yet it seems few companies were able to capitalize. Our own 2010 Cone Consumer New Media Study showed 77 percent of new media users look for companies to offer incentives, such as coupons and discounts, before deciding whether to engage with a company via social media. As companies start to recognize that they should focus online as much as in-store for holiday shopping, they need realize the potential of untapped social media resources to increase sales both during the holidays and throughout the year.

Tags: socialmedia promotion strategy

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November 8, 2010 at 2:14 PM by Marc Berliner

It’s a trap we in the agency world fall into at one time or another – staying too focused on delivering what we promised in the “scope of work.”

 

Yes, our clients expect us to plan the work and work the plan, but we’re operating in a dynamic global marketplace. Things change every second, which means new opportunities spring up, and what we planned six months ago may no longer be relevant. Our charge is to help our clients succeed and meet their objectives. Today, that means being resourceful and vigilant about bringing creative new ideas to the table to meet these goals. If you don’t come up with the next big idea, someone else will, and it may be your competitor.

 

 

Big ideas can come from the strangest places. I was flying home from Dallas last week and happened to read a story in AmericanWay magazine about two 20-somethings from the UK, Sam Bompas and Harry Parr, who call themselves culinary curators. They blend their interests in food, architecture and art to develop signature events and programs for their clients. Imagine flooding a room with Courvoisier, sending visitors rafting across on giant orange slices, or making a three-dimensional map of the United States out of Jell-O, complete with scale models of famous monuments. Brilliant!

 

No one said creativity is easy. It may come more naturally for some, but even “creative people” can’t simply snap their fingers and find a big idea. It requires hard work and it means getting to know yourself. What are your passions – sports, pop culture, social media? What can inspire you to conceive a brilliant idea – an article, talking to a wacky friend, cooking? When are you most adept at being creative – first thing in the morning, on a plane or train?

 

Think about the answers to those questions and then make a conscious effort to be a creative idea generator. Set aside some time each day or each week to focus on being an idea factory. You may stray from your scope of work, but your clients are sure to forgive the digression.

 

--Marc Berliner, Vice President

Tags: strategy planning

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October 1, 2010 at 1:48 PM by Mike Lawrence

When a student fired shots from an AK-47 rifle as he walked across the University of Texas at Austin campus on Tuesday, it highlighted the new reality that employers – both for-profit and nonprofit – can learn plenty from universities when it comes to crisis preparedness.

How many employers would be able to send text alerts to employees’ personal cell phones within seven minutes and start Facebook and Twitter information feeds minutes later? And how many would be communicating with a workforce that had already been taught how to act (“shelter in place”) during an emergency? Thanks to UT Austin, students quickly accessed information, could debunk rumors and connect with parents who had their own sources of updated information via the university’s website.

Universities have seen too much violence and death over the past several years. But, the “ivory tower world” has learned its communications lessons and ACTED. Technology is in place and crisis planning, training and drills are built-in. Unfortunately, we can’t say the same of employers in the “real world.”

On average, more than one employee per day is murdered in an American workplace and another 2 million Americans a year are victims of some kind of workplace violence. If that wasn’t motivation enough for employers to take preparedness seriously, you’d think the now constant threat of terrorist attacks would do it. However in 2005, with the 9/11 attacks burned into our memory, more than 70 percent of American workplaces still had no workplace violence plan in place, and more than a third of companies had no crisis plan at all.

That’s just shocking. Aside from the legal obligation any employer has to provide a safe work environment, on a moral level there is no excuse to continue to back-burner crisis planning when it comes time for budgeting any organization’s priorities. A good crisis plan will identify and prioritize risks, confirm a process and responsibilities for emergency decision-making, put rapid communication tools in place, train key personnel and create ties to vendors that can provide critically needed support when a crisis strikes.

Traditional crisis plans have often focused on external communications to news media. But an organization’s own employees have always been a key audience. That’s truer today more than ever. Your employees will be sending out photos and videos of the crisis unfolding in real-time and tweeting what they think is happening. Their perceptions will define the story and how your organization’s reputation is affected. Without crisis preparedness, you won’t keep up.

So take a moment now, and ask yourself a question. Does your organization have a plan in place that fits this need? If the answer is no, or if you’re not sure, forward this internally or raise the question yourself. Be proactive while you still have the chance.

 

Mike Lawrence is Executive Vice President and Chief Reputation Officer of Cone LLC, which works with companies and nonprofits on strategy and communication programs including crisis preparedness.

Tags: planning crisis strategy

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July 16, 2010 at 11:19 AM by Research & Insights

Throw out the old communications models. Consumers are taking back control over their purchasing decisions. Or at least seeking a second opinion.

 

Before deciding whether to purchase recommended products or services, more than four-out-of-five consumers (81%) will go online to verify those recommendations, even from the most trusted of sources. Increased skepticism of traditional media, technology advancements and growing online connectivity have American consumers turning to online influencers to confirm their opinions prior to making purchase decisions. Heeding this behavior shift, marketers began targeting consumers’ inner circles with word-of-mouth then social media campaigns as the new marketing tipping point for purchase decisions.

 

 

Today, these campaigns are no longer enough. Data from the 2010 Cone Online Influence Trend Tracker reveal consumers have added yet another step prior to reaching for the credit card – online verification. Thus, personal recommendations alone are no longer enough to guarantee a purchase, as three-quarters of consumers (77%) agree they are more likely to purchase products or services when they can find additional recommendations about them online. Among 25- to 34-year-olds, online verification is even more vital; 91 percent will go online to verify recommendations before making a purchase and nearly the same number (90%) are more likely to purchase products or services after finding additional online recommendations.

 

 

The tone of online information plays a powerful role in the purchase decision, often outweighing the initial recommendation. More than two-thirds of consumers (68%) agree negative product or service information found online can be a mitigating factor in deciding whether to purchase. Conversely, positive information reinforces purchase recommendations for a full 80 percent of Americans.

 

Online verification may not be required for every product category, but our research shows that there is a wide range of products and services that will be scrutinized via the Internet regardless of price point. Verification is now the deciding factor to drive consumers to that final purchase, and marketers who ignore this behavior shift will miss out on a golden opportunity to influence purchase decisions.

 

Be sure to check out our fact sheet, and let us know what you think. How often do you go online to confirm purchase recommendations?

Tags: strategy research trend wordofmouth bestpractices socialmedia

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April 12, 2010 at 1:22 PM by Cone Communications

As any 21^st century PR practitioner will tell you, social media communications has taken on a role of greater importance when developing a comprehensive communications plan for your organization. But remember, establishing a social media presence means opening yourself up to potential attacks, warranted or not, from consumers who want their voices to be heard. To prepare yourself for this eventuality, you must develop a sound social media strategy comprising a careful mix of fact finding, message creation and strategic communication.

 

The new reality of an always-online, hyper-connected world is that there has been a major shift in how we help companies communicate with consumers. Blogger engagement and Facebook and Twitter strategies are no longer “nice to haves.” They’re absolutes! Three years ago, our proactive efforts primarily involved developing comprehensive communications programs that helped clients demonstrate their business actions to a core group of loyal consumers. We were able to create focused programs and engagement tactics that could be shared with stakeholders and media by following a planned schedule. Although that process still underlies the foundation of any solid communications platform, today it is critical to supplement it with a strategic and deliberate social media communications plan with a broader consumer focus.

It is important to take your time when crafting your online and social media plan. The best communications plans are structured to be implemented in a moment’s notice. And when done poorly, they can seriously damage your reputation almost overnight. Years of solid thinking and reams of messaging can easily be overtaken by scrambled, reactive efforts - often against attacks waged by just a few individuals with limited knowledge on the topic they’re vilifying.

So, what to do, and what not to do? There are a few critical things that must happen, especially when dealing with a consumer crisis:

Do:

• Monitor, monitor, monitor. It’s not enough just to be there. You must know what’s happening in your social media space.
• Respond, respond, respond - and quickly. The vast majority of online attackers can be easily educated and quickly appeased, and in some cases, might even become surprising allies. Ignoring commentary is the quickest way to start a firestorm, and responding fast can literally stop it in its tracks.
• Have a few clear key messages to reference. Keep messages factual and as objective as possible. Engaging in an online attack is not the time to “market” to the attacker.
  

Don’t:

• Ignore the comments. You don’t have to respond to everything, but when you see an opportunity to set the record straight, do so, and fast.
• Respond with the same message over and over again. Online communication should be authentic and come from a personalized “voice.”
• Patronize or antagonize. Be polite and respectful, but remain strong and confident.
• Shut down your Facebook page or Twitter handle. That will move the conversation into forums you can’t easily control.
  

Online engagement is an exciting opportunity to have a person-to-person dialogue in real time. With a solid online and social media communications strategy in place, you will be prepared for anything that comes your way, and more often than not, will come out on top.

--Lisen Syp, Senior Account Supervisor

Tags: PR Twitter Facebook blogs strategy bestpractices socialmedia crisis

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March 26, 2010 at 10:29 AM by Marc Berliner

When it comes to embarking on a media relations campaign and generating valuable coverage, I’m still surprised at how many in our profession prioritize their efforts and approach. I don’t know many folks who don’t consider themselves, or aspire to be, STRATEGIC.

Why is it, then, that too often strategy ends up on the cutting room floor?

• Focused media lists evolve into list with 500 contacts
• Quality coverage is sacrificed for quantity
• Coverage in a “cool” outlet becomes more important than coverage in the right outlet
• Speed is valued above thoughtful research and knowledge of the outlet and reporter
• Desperation for any result defeats dogged determination to get the big win
  

Sound familiar? It’s almost always the result of setting unrealistic expectations about impressions and coverage volume – sometimes by the client, sometimes by the agency and sometimes by both. Regardless of the reasons, we all feel the pressure to deliver results.

Sure, the media environment has changed. Non-traditional media play a more significant role, true “beats” have largely disappeared and the competition for coverage is fiercer than ever. But the basic tenets remain the same:

• Identify the business objective
• Define your audience(s)
• Solidify the message(s)
• Determine the best venues for reaching those audiences
  

Perhaps most importantly, though, make sure everyone – the client, stakeholders and the agency team – is aligned on the expectations. Collaborate on what success looks like, create a plan that maps to that success and then faithfully execute it. But be flexible and adapt to the situation. If something isn’t working, don’t toss away the strategy and just throw a bunch of stuff up against the wall to see what sticks. Think about new and creative ways to reach your goals.

The bottom line is we all want to be valued partners and counselors to our clients. And that sometimes means having courageous conversations about strategy, activation and results.
It can be uncomfortable, but we owe it to ourselves and our clients to ask the tough questions – “What’s important to you, quantity or quality?” – and give the unpopular opinions – “Oprah just isn’t going to care about this story.” Remember, be respectful and provide a rationale. They may not agree, but at least they’ll respect you.

--Marc Berliner, Vice President

Tags: bestpractices strategy mediarelations

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February 18, 2010 at 4:11 PM by Cici Gordon

There seems to be a trend emerging wherein agencies and clients use new media and Web analytics to catch each other sleeping. It started with the Zappos agency review in July in which one respondent, Ignited, tracked Zappos’ review of its submission and found the company had spent fewer than 15 seconds per page viewing only five of the 25 pages submitted. Right, wrong or otherwise – as usual both sides have their story – the point is that Zappos was “found out” thanks to Google Analytics.

 

And just yesterday, Marty St. George, senior vice president of marketing and commercial at JetBlue, tweeted the following:

We're pitching our advertising AOR. Curious on digital savvy....first test is how many of the agencies will find me on twitter. #sneaky
10:57 AM Feb 17th from UberTwitter

I would look at these examples as an eye opener for parties on both sides – you better be on top of new media or it’s likely to bite you in the “you-know-what.” The hashtag #sneaky at the end of JetBlue’s tweet gives me a sense of the spirit in which it was done. But, for Ignited, I think it was a legitimate test to see if there was any valuable return on its hours of time invested.

Some follow-up tweets from JetBlue indicate the sneak attack may not have been as fun as initially thought, but it was a great wake-up call to agencies on the types of metrics some clients are beginning to use. No longer should we just view new media as a way to communicate, but realize that they’re also a way to track us, like a bloodhound. Sarbanes-Oxley would be proud – you can run, but you can’t hide.

As someone involved in business development, these tactics initially make me question the authenticity of a relationship we might be about to embark upon. If the client and/or agency is setting up “tests” for us to fail or pass and we don’t even know we’re being tested, it seems sneaky (no hashtag needed) to me – the wrong way to lay the foundation of a trusting relationship. Shouldn’t the quality of our work, the quality of our strategies speak volumes? Isn’t that what they are hiring us for?

The JetBlue example also feels arrogant. But even if I “passed” the test, found the tweet and presumably were as smart as the client, I’d constantly have to wonder what next test was being administered. Would I start to think up some of my own tests to get the upper hand (even if I never told the other party)? Wow, this could get interesting…

 

--Cici Gordon, Senior Brand Strategist

Tags: Twitter Trust trend strategy partnership newmedia

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January 20, 2010 at 10:14 AM by Research & Insights

Almost 80 percent of new media users interact with companies or brands online. So, it's pretty much an imperative that your brand have a social media strategy in place. But that poses a puzzling question: Who should take the lead when it comes to developing your social media strategy? PR or digital?

 

2009 Cone Consumer New Media Study

 

A recent PRNews article lays out the argument for the PR folks, and our own director of new media, Mike Hollywood, couldn't agree more. "Our channel agnosticism affords us the luxury of looking at the entire media landscape before deciding which channels are best for our client's message AND audience."

 

Read his take on the debate and get tips for implementing your own social media strategy.* And be sure to tell us what you think. Who should own the strategy?

 

*Check out our updated new media research, the 2009 Consumer New Media Study.

 

Tags: socialmedia research PR cone strategy newmedia bestpractices

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November 9, 2009 at 12:23 PM by Research & Insights

What’s one of the best tools in the PR toolkit? The anniversary.

 

It’s not just an opportunity for happy couples to enjoy a nice dinner. It can also be an opportunity for your brand. In PR, we’re continuously challenged with developing new ways to keep brands fresh and front-of-mind for our consumers. Enter the anniversary. A well-planned anniversary campaign can provide a newsworthy chance to make some noise and maybe garner a few new customers.

 

Even if it isn’t the happiest of occasions, celebrating an anniversary can be a good means of introducing a brand to a whole new group of consumers. Just look at The Beatles. On the 40^th anniversary of the band’s breakup, MTV Network released Beatles Rock Band, a new edition of the popular Rock Band video game franchise. And this isn’t targeted toward Boomers who grew up listening to the band’s music – although they probably bought it anyway. It’s targeted at their kids, born long after we lost John Lennon. Sales of Beatles Rock Band could turn into increased sales of The Beatles music.

 

But, what if you don’t have a new product to launch? No worries. Anniversaries can also serve as reminders of how integral your brand is to daily life. Jockey International*, the venerable underwear manufacturer, recently celebrated the 75^th anniversary of its Jockey Brief, which it invented in 1934. The brief dramatically changed the landscape for the men's underwear category and continues to be one of the most dominant styles of underwear today. Whether you’re a boxers or briefs man, you can all thank Jockey for taking underwear from full-body union suits to something comfortable to wear under clothes.

 

 

And sometimes, you just need to celebrate to say "thank you." To demonstrate its ongoing commitment to the breast cancer cause, earlier this year, Yoplait* hosted a free Sheryl Crow concert to commemorate 10 years of its Save Lids to Save Lives program. In 2008, consumer lid collection enabled Yoplaitto donate$1.5 million to Susan G. Komen for the Cure. To keep the momentum and donations going, it held a concertas a thank-you to breast cancer supporters everywhere, reminding them to continue to fight for a cure.

 

Remember, it’s not enough to just celebrate a milestone. For consumers to pay attention, you need to leverage an anniversary by providing context for a greater story. For The Beatles it was introducing a new way to interact with the band’s music, for Jockey it was reminding people not to take their undergarments for granted and Yoplait took the opportunity to illustrate and further its impact on a worthy cause.

What story will your brand tell?

 

*Cone client


Tags: campaigns PR strategy clients

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August 11, 2009 at 4:27 PM by Mark Malinowski

During the last few months, I have heard clients, co-workers, industry colleagues and just about every marketing professional I know state that there is a lot of jockeying for position within the social media space. Even though the idea of social media has been around for a while, it seems like everyone who works in marketing communications has just awakened from a deep sleep, all at the same time, and decided that social media is going to be the focus of his or her job.

 

Don’t get me wrong. It’s exciting and it’s a fresh approach to what we do. However, it doesn’t, or shouldn’t, really change things that much for marketers who care about their craft. So what if the media landscape has changed drastically within the last year? So what if consumers are getting their information from completely different places than they were just six months ago? Truth be told, when the dust settles, it still boils down to a sound strategic approach and a good idea.

Of course, we need to understand and continually adapt to the new playing field. We need to know that there is a right and wrong way to approach bloggers. We should be open to a constant, steady stream of new technologies, social networks, content creation concepts and digital partnerships from which brands can potentially benefit. But, the key thing that we, as marketers, should understand is, for the first time, we have the opportunity to establish a two-way dialogue with the very consumers we are trying to reach. That’s a great opportunity, but we won’t get the chance again if we blow it with a bad idea or approach.

So before any social and/or traditional media campaign is executed, it’s important to first think about the basics. Understand your objectives, know your target, carefully build your strategies and bring to life a creative platform and idea that truly earn valid consumer and media attention. Even though we are in the world of PR 2.0, it is important not to forget the basics of marketing 101.

 

-- Mark Malinowski, Vice President

Tags: blogs newmedia socialmedia PR marketing strategy

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August 5, 2009 at 11:31 AM by Marc Berliner

Many of us probably remember this popular bumper sticker from the 1990s, urging people to do their part for the environment in their community. These days, for me, the slogan speaks to how brands should practice the art of media relations in the communities in which they do business.

 

The “Think Globally” piece is easy. Think about all of the things going on in the world – the economic crisis, the explosion of social media, drivers keeping their vehicles longer, swine flu (the list goes on and on) – and how you can leverage these trends and topics to insert your brand into the conversation. The media are fragmented – it’s more challenging than ever to get press for your company, product or service. So, find a way to hitch your wagon to something they are already interested in. Before you pitch, think about how you can link your story to a broader trend.

What brands still need to master is the “Act Locally” piece. Despite the proliferation of online media, including the presence of even local newspapers on the Internet (in a way, making all news global), it’s more important than ever to localize your story. A generic pitch simply won’t fly 99 percent of the time, even if the story is compelling and timely. Many local media outlets are understaffed, and they just don’t have the time to localize your story for their readers, viewers and listeners. Don’t bother pitching the Des Moines Register (Iowa), the local ABC affiliate in Springfield, Massachusetts or the news talk radio station in Waco, Texas if you don’t make the story relevant to their communities.

Here are a few ways you can do it:

• Localize your materials – Make sure your pitch, press release, media alert and any other tools you use make the story relevant to the community you are pitching. For instance, reference a local statistic that supports the story you’re pitching.
• Provide a local twist – Offer the media an opportunity to speak with a company representative in their market – a store manager, a district manager or a franchisee.
• Let them hear from your customers – Media want to put a human face on a story. Provide the name of a local customer they can interview to bring the story to life.
• Use a local “pitcher” – When possible, have a local company representative send out the pitch, press release, etc. Local media are often more receptive to contact from local people rather than someone at national HQ. That doesn’t mean you can’t help manage the communication – for national initiatives, create press material templates that local representatives can fill in and distribute to local media.

Sure, localizing your story does take more time. But, it’s all about getting the best results. A well-researched, customized pitch to 10 outlets will yield more results – and better stories – than a generic pitch that’s blasted out to hundreds of outlets.

--Marc Berliner, Director

Tags: bestpractices mediarelations media local strategy

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August 4, 2009 at 9:31 AM by Cone Communications

It’s an exciting time for media relations. In the ever-changing online world, there are new, creative ways to communicate instantaneously. Consumers are rapidly gaining control of the various lines of communication and demanding companies maintain a constant online presence. How do we stay relevant and lead strategic communications programs?

 

First, let’s get rid of all our media descriptors. It’s not traditional vs. social media or old and new media – it’s all media relations. We need to increase our expertise in all areas.

Second, let’s not just tweet because it’s the hottest method at the moment. Let’s first determine how best to achieve our clients’ objectives, identify our key audiences and then recommend which channels of communication will most effectively deliver results. For example, Pizza Hut has strategically employed social media to achieve its goals of engaging consumers and increasing sales. On the other hand, let’s not have a creative tactic, but poor strategy. Does anybody remember the company behind Elf Yourself?

Third, remember that consumers are now the media. They can influence our purchasing decisions quicker than a long-lead magazine can roll off the press and become brand evangelists overnight. So remember, the next blogger you pitch could be your next-door neighbor.

Despite these changes, the important rules in media relations remain the same: stay transparent by expressing accountability and maintaining honesty. And, we still need to spend time building relationships – getting to know all media and becoming a valued, trusted resource to each contact.

--Maureen O’Connell, Senior Account Supervisor

Tags: bestpractices strategy newmedia mediarelations

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May 18, 2009 at 11:03 AM by Cici Gordon

I had the good fortune on Friday, May 15 to attend the gala celebration for the grand opening of the Modern Wing of the Art Institute of Chicago; a near flawless addition designed by famed architect Renzo Piano. The building is beautifully concepted, and executed so well that it truly celebrates the art it was created to house.

 

 

It is nice to see that an organization like the Institute has the vision and commitment to raise the funds necessary to build a wing of the finest materials and workmanship and does not merely raise enough to just meet current needs. This is a building that will be enjoyed by generations long after we have all left this earth.

 

Too often today you see organizations just making do or letting budget constraints drive short term thinking and decisions.  I love it when organizations understand the value of "doing it right," hiring the top experts in their fields and then giving them the license to truly practice their craft.  Often you see the client "playing designer,"  making significant changes that compromise the integrity of the concept, or cutting corners to save a few dollars.  But when people have the courage and commitment to avoid these pitfalls, it is a gift to all of us of near perfection.

 

Kudos to the Institute and Mr. Piano for a remarkable achievement.

 

 

Tags: Trust strategy partnership

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May 5, 2009 at 11:22 AM by Research & Insights

Social media rule and now everybody wants to be on Facebook. In fact, our recent 2008 Cone Business in Social Media Study reveals that 60 percent of Americans are using social media and of those, 59 percent are already interacting with companies online; 25 percent interact more than once per week. Expect your phone to ring any second with your clients demanding you augment their communications campaign with an innovative digital strategy.
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Tags: PR strategy socialmedia

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