Articles from: Campaign

CRM gets social

Pipa Unsworth pipa 11 August, 2009 16:03:PM

So not content with being in this week’s OK Magazine (yes, really), the CRM team have been busy sharing their thoughts on segmentation and the like with NMA in last week’s Customer Relationship Management special.

It’s an interesting article that looks at the (relatively) long established discipline of CRM with a fresh pair of eyes and asks “what’s more important to customer relationships: triggers or Twitter?” It discusses a view shared by the CRM team here - that ‘traditional’ CRM needs to evolve and make use of new, social communication methods, media and technologies.

“CRM 2.0″ or “social CRM”, as some are calling it, is about engaging with consumers on their own terms - joining their conversation. It means talking and listening to your customers at times and in places and in a way that they are comfortable with. From this perspective, the underlying principles of CRM remain true; ensuring relevant and meaningful conversations and interactions (”the right ‘message’ at the right time in the right place”). The proliferation of channels and media just make this a tad more complex!

This new approach to CRM is not just about ‘adding in a few more channels’ - its fundamentally challenging traditional CRM practices (i.e. segmentation and communication strategy) and technologies (i.e. multi-channel campaign management and marketing automation) - requiring them to evolve to accommodate the need to respond to real-time experiences and conversation that consumers expect through interactive channels.

There’s no doubt social media and technologies present real opportunities to better connect and build relationships with customers. Whilst a lot of attention is being paid to the marketing part of CRM, perhaps the greatest potential for improving and advancing relationships is through the service channel. For example, sites like getsatisfaction.com are turning customer service on its head: with customer support evolving into a community conversation between users and the brand.

Read more “Expert Views” on innovations shaping CRM, including my two-penneth! Enjoy!

Pipa

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Quality worth every penny…

Laura Laura 04 June, 2009 9:30:AM

Just launched by us here at LBi: a new site to support one of our biggest clients for their birthday. Marks and Spencer’s 125th Anniversary is not only an in-store celebration, but a fabulous exhibition called “Marks in Time” in Leeds which will show off their continued history of innovation and ethical production. Our task has been to support that exhibition, and to add conversation and continued development to the show over its 3 year exhibition period.

Growing from a penny stall so many years ago, did you know that M&S was the first supermarket to sell fresh chicken? The first to produce a mass-market melt-in-the-middle chocolate pud? And through Plan A, the first to go hydrogenated trans-fat free, and to only use free-range eggs, even in cooked produce? Well, neither did we, but surfacing these fascinating facts, and others, is one of the reasons that we’ve just loved this project so much. Focussing on 7 product innovation stories through time, the site both gives a taste of the show itself and an opportunity for people to add their thoughts and memories about M&S though writing online ‘postcards”.

Utilising large areas of Flash video (filmed in our basement in conjunction with Agenda Collective) and subtle sounds to bring the historical tableaux to life, it brings a little bit of the contemporary M&S sexiness to their wonderful history.

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Update: D&AD New Blood takes on a life of its own…

Laura Laura 29 May, 2009 20:30:PM

From Theo:
Looks like people are having fun with our New Blood campaign. The posters are popping up all over the place. Those of you who walk past Wieden + Kennedy in the mornings may have noticed one proudly displayed centre/front in their window. Apparently Dare, Mother, Poke and a whole bunch of others also have them up. Below are just a few examples of how our campaign has (umpromtedly - new word) taken a life of its own:

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Alan Moore, Watchmen

John-Paul Thurlow John-Paul 01 February, 2009 14:45:PM

An intersting viral campaign is building around this summer’s release of the Watchmen movie. PPC, the agency responsible, round-up the activity to date on their blog: www.theppc.com/blog

Watchmen was written by comic book maverick Alan Moore and is widely held as his master work. Many see Watchmen as the first true graphic novel - a deliberately ’grown-up’ reinterpretation of the comic book format. Watchmen is complex with political, social and historical themes. Don’t expect a happy ending. 

The genesis of the film is a Hollywood legend in it’s own right. There’s been nearly 20 years of pre-production argy-bargy; multiple directors and stars have been associated to the film and Moore has withdrawn his approval at different times. At last Watchmen is due for release, March 6 2009 and is directed by Zack Snyder. Expectations are high.

As a bonus I’m including a transcript fragment form a recent interview with Alan Moore. The subject is creativity. The link between comics and some of what we we do at LBi (storyboards, narrative etc.) is obvious…

Alan Moore interviewed by LJ Pindling of Street Law Productions. Final part. Interviewed on 27 June 2008 in Spring Boroughs, Northampton, England.

LJP: What would you say to other young people trying to become successful in their trade?

AM: OK, the first thing you’ve got to really focus upon is why you want to do this. If you want to be famous or you want to be rich, it ain’t going to work. For one thing, being famous - there are some good things to it but there’s not very many. It’s mainly a pain in the arse and it sends your head a bit weird… Even people who’ve got a tiny little bit of fame, it drives them completely mental, it can destroy your life… 

… The only thing that you can do if you want to be a success is focus upon the thing that you do purely for it’s own sake. 

If you love writing comics, drawing comics, making comics, making music or whatever, and you’re not doing it to get famous and you’re not doing it to make money you’re just doing it because you love it and you want to get better, and you want to get better, and you want to get better, then you’ll probably do alright. 

Don’t focus on the fame and the wealth stuff, that’s what everyone wants, you can become famous and moderately wealthy just by going on Big Brother. You know, what does that prove, what does it mean? Especially these days, fame means nothings and increasingly money doesn’t mean that much either. 

LJP: Generally it means you’ll shave off all your hair and be addicted to some sort of drug.

AM: Absolutely. You know the only thing is: focus purely upon what it is that you like to do. If you like to draw, to write… if you’ve got a tiny bit of talent, even if it’s not that much… that’s how we all start out… 

… I couldn’t write when I started out, you know I couldn’t draw but I liked writing. I liked writing compositions and essays at school, and I liked reading, and I liked thinking ‘you know how good am I as a writer, compared to these guys that I like reading?’ And you think ‘actually, I’m rubbish’, and so you try and make yourself a little bit better. And if you are honest with yourself, not over critical (there’s no point at looking at everything you do and saying that’s rubbish and tearing it up) but if you can at least be honest and say ‘yep, this has got some bits in it that are good, I could have done better with these bits, this is not as good as So-and-So, who I admire… Next time this is going to be better’. And you just try and make every thing you do a little bit smarter, a little bit more sophisticated than the thing you did before. 

Eventually people will notice. Eventually you will start to move beyond what every body else is doing. And without ever having a master-plan… you will find [success] without having to compromise anything, without having to sell-out your vision… 

And it’s important that you don’t do that, because that’s the only thing you’ve really got that separates you from anybody else. There’s probably loads of people who can sing, or do music, or write or draw the way that you can. The only thing that makes you unique is that you’re you. You had your experience, you had you’re life, you’ve got your knowledge. So put all of that into what you do. Make it individual, make it unique, and you know make it your selling point… you’ve had this experience. Put it to use and I don’t think you’ll go far wrong.

There’s a lot more to it than than of course. There’s a lot of boredom, there’s a lot of grind, and a lot of anxiety where you think  ‘am i as good as i think i am, am i ever going to really make it?’ But don’t worry about that. You know if you’re doing what you love, even if you’re not making any money out of it you are still better off than 99% of the people in this world who are not doing what they love. They’re doing something that gets them by. Maybe they’re entertaining dreams that one day they could be this or they could be that but all too often those dreams just kind of die in the cradle. 

You know it’s sort of ’stay true to yourself’… there isn’t a ceiling. [Think:] ‘There’s nothing I couldn’t be if I try hard enough…’ and I think that’s something a bit more useful than just security or a colour telly or stuff like that…

(Shout out: The idea for this post came from the continuing JPT/JMT Watching the Watchmen obsession).

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Nasty Marketing

Chris Clarke Chris Clarke 08 January, 2009 16:13:PM

Isn’t the whole point of digital marketing, that it takes the side of the consumer and gives people something valuable? Aren’t we stepping forward into a brave new world of empowered consumers and brands who know how to bring joy into people’s lives. A shame them that something like this is out there. Negative, culturally idiotic, arrogant. Burger King have been smart with the web before, but not this time I fear.

Best Practice is Worst Practice

Chris Clarke Chris Clarke 14 November, 2008 17:44:PM

I’m moved to include a lovely old Dilbert cartoon given to me by Dan Holder a senior art director here.

It raises a good point about “best practice.” If we’re honest with ourselves best practice is the last refuge of the unimaginative. It says we’ve stopped thinking about a problem and have settled upon a “lore”. Best practice is a sacred cow which we do well to sacrifice. More than ever, brands need brave ideas which cut through in what is undoubtedly a time of crisis. It’s time to dream to innovate, create and have fun. If you find a best practice document here’s a handy way of dealing with it.

Presidential Kissin’ Time

Duncan Arbour Duncan Arbour 03 October, 2008 11:16:AM

Back in Spring we were lucky enough to get to hang out with the guys at LBi Syrup in NYC. A great time was had by all, (naturally), but the highlight was being there just after the team had launched Hope.Act.Change.com

We looked briefly at the project back in LBiQ 2, but the recap (if you’re unaware of it) goes a little like this: inspired by Obama, will.i.am of the Black Eyed Peas put out the “yeswecansong“, (part of what Jeff Howe referred to the other night as the first ‘crowdsourcing’ of a presidential candidate).

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Revolution Magazine re-launch party

Duncan Arbour Duncan Arbour 30 September, 2008 12:17:PM

So, to London’s trendy Hoxton for the party to celebrate the relaunch of Revolution Magazine, complete with free booze courtesy of the guys at Eyeconomy.

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