BrandsAmongMany

These days, you can find a Facebook group (or six) for just about everything under the sun. Want proof? Do a quick search through the groups section for “Saved by Zero” and you’ll find nothing short of 11 different groups dedicated to Toyota’s newest television commercial touting their extended 0% financing program. While most advertisers pray for their work to “go viral” (I shudder at the phrase), I don’t think this is what Toyota’s agency (Saatchi?) had in mind.

The backlash against this diminuative little piece of film is nothing shy of impressive. The largest of the Facebook hate-groups has swelled to more than two thousand members in only ten days. But the discussions don’t end on Facebook - in fact the social community is perhaps just the tip of the spear. Enraged (and rarely do I use that word to describe viewers of a TV commercial) viewers are coming out of the woodwork in communities of every type imaginable across the web.

Rants can be found on CraigsList (more than one), on sports forums, on gambling sites, and even on Esquire’s website. Major news sites including Forbes have picked up on the story. Someone even went so far as to create a petition to have the ad pulled.

I think we can safely say that this effort has “gone viral”. But perhaps not in the manner that anyone would have hoped for. In fact, I can’t imagine that anyone expected too much of this ad at all. At a glance, it just another mediocre-at-best car advertisment screaming about finance rates on a dozen models - something we’ve all heard thousands of times by now, unfortunately.

But tick people off just enough and you’ll find exactly how powerful an outlet the web can be. People who use the web to foster any number of diverse interests have found common ground on this one, and they’re not going quietly into the night this time. Sure, plenty of ads have been pulled because they outraged this group of fanatics or that one, but can anyone else remember a commercial that’s been pulled - not that this one has…yet - because it was just plain bad? Keep an eye out. This could set an unusual precedent.

Oh, and if you haven’t seen the spot yet, here it is:

So yesterday morning I got a friendly email from a reader named Lornie:

Hi Danny,
Have you seen this yet? not sure what to make of it….
http://lifetakesvista.com/
Lornie

At first glance, of course, it looks like any other email I get from various PR people looking to promote the newest campaign by agency X or company Y, most of which I ignore (I’m not usually too interested in playing shill for some company’s new TV campaign). The only thing that led me to look into this one a little further was the fact that Lornie’s email didn’t come from a PR company account and didn’t name agency X or company Y. Well, that and the fact that I actually hadn’t seen the Life Takes Vista effort yet.

So after taking a quick look at the Life Takes Vista site, my immediate question to Lornie was…

What’s your connection to the campaign?

To which she responded:

zero. i dont work for msft. (actually unemployed at the moment) not sure if its from msft because i searched the web and didnt see anything on this…or theyre trying to be stealthy!

At first I took her answer at face value. But, in the midst of looking further into the campaign to ready a post, I stumbled onto a couple of other blogs who heard from a “loyal fan”, Lornie:

jkOnTheRun
James Kendrick’s Twitter
The Ranch
Flickr

Of course, these aren’t the only blogs talking about the effort. There’s still the lingering question of who the heck is responsible for this campaign (blatant rip-off?). It doesn’t appear to be an official Microsoft effort. In fact, there’s discussion around that question in a couple of places:

AdRants
CrunchGear

Hrm. As CrunchGear points out, this feels either like a very smart effort by a couple of ad students to get themselves noticed (feels like a reach to me) or an effort by a couple of bored Crispin employees who didn’t get the idea through during the original effort. A little further digging reveals that the Life Take Vista site is being hosted by a company in Denver under anonymous administration - only a stone’s throw from Boulder…

Suddenly Lornie seems less like a friendly reader and more like a PR agent that she seemed like to begin with. Lornie, I’ll be the first to offer my most sincere apologies if I’m wrong - we appreciate a tip as much as the next guy - but this one just feels dirty. A search for the email address the tip was sent from reveals nothing, which would be rather unusual given how many forums, websites, etc. most digitally savvy ad students are signed up for. And a search for Lornie’s full name also reveals nothing…no Facebook profile, no LinkedIn account, no personal website…nothing.

So short answer…I’m not sold. This feels like nothing more than a covert, subversive attempt to get eyeballs on a rip-off campaign. Which it seems to have accomplished - along with building a wealth of negative brand equity. Kudos!

We were selling rich women their own fat asses back to them.

Yep, here we go again, quoting movie lines to make a point about branding. Hey, not my fault if Ed Norton has a way with words (Not sure what scene I’m referring to? Have a look here.).

So, the question is…are we? As marketers (advertisers, branding gurus, digital desperadoes, call yourself what you will) we sell ourselves on our expertise of many areas. Sure, we call it “marketing” or whatever, but when it comes down to it, we’re selling our understanding of human nature (psychology), our ability to tap into that in a manner that will gain attention (creativity), the potential of that message to have an impact on the people we’re talking to (strategy), our ability to sell our ideas through to the client (salesmanship), how well we can actually create what we’ve said we can create (production), and a slew of other bits and pieces that we encounter along the way.

That’s a lot of “expertise” – a lot of different minds – that comes together to be successful at this thing we do. That’s lot of points along the way for something, even the smallest point, to go slightly awry. It’s no wonder, then, that we might occasionally get caught up in our own heads. It’s easy for us to get excited and see the potential behind an idea that makes perfect sense to us, based on our background, but has little meaning or resonance for the “average joe”. It’s easy for us to get caught up in the excitement of buying back our own fat asses.

This begs the question: how much of what we do, especially digitally, actually reaches out into the “real world”? How many of the soccer mom’s in Wisconsin engage in the newest methods of digital communication – the mechanisms that we often consider the forefront of the digital revolution?

Consider this: just the other day I found myself explaining Twitter to a project manager at a popular traditional “hot shop” that we’re partnering with on a current project. If she didn’t know what Twitter is, can we expect the masses to encounter a message that we propagate using it as a distribution tool? Probably not.

Perhaps more importantly, though: do they have to? If the mechanisms that we’re using to reach the influentials are successful, does it really matter if the soccer mom hears directly from us? Isn’t that the point of targeting the influencers - so they’ll spread our message to the masses? Aren’t the social media tools that we use to spread our gospel really just weapons in our arsenal that can be used to reach the specific people we want to hear about our cause because we know that they’ll help spread the word?

Or more simply put, are we buying or are we selling the fat asses? And do we have the gumption to accept the voice of reason and understand when we’re getting caught up in our own heads? I don’t expect a simple answer. It will vary by company, by project, by client, by concept.

But as soon as we lose awareness of the question, we lose our ability to control the answer. And once that’s gone, we’re just another cog in the fat ass economy.

Remember that little anecdote about “word of mouth” we posted recently? Here’s another example…

Think about this: when consumers LOVE your brand or your product, if you’re lucky they’ll tell their friends about it. It’ll jump to mind when someone says, “hey, do you know where I can get XYZ around here?” If you’re really lucky, you might find a blogger who will share it on their site. Then, maybe, it’ll get picked up and spread. Maybe.

But when consumers are UPSET with your brand…you’d better watch out. They’re gonna tell the world through every outlet they can get their hands on. And they’re willing to work for it. They’ve got that little emotional fire burning in them and only some good, old fashioned retribution will put it out.

See what I mean?:

Need further convincing? How about the Fail Me Is More Like It site that an annoyed customer created during the MobileMe debacle?

“Word of Mouth” is one of those popular catch phrases these day. Everyone wants to know how to make it work for them. There’s not really a secret key to make it “work for you”. There is, however, a really, really easy way to make it work against you: piss off your customers. The notion that people will be vocal when they’re upset, but don’t say a word when they’re happy is pretty standard. You’ll always have a disproportionate number of complainers willing to bash you your product compared to the silent masses who happily go about their daily lives with your product in tow.

Case in point…
Sean Howard of CrapHammer fame tweeted this the other day:

The tweet links to this post on Bikeforums.net, a popular cycling message board. (As far as I know, Sean isn’t a cyclist, so how he stumbled into this post, I’m not sure, but it probably got passed to him by someone.) The post, by Bikeforums user ReachHigher, outlines her story of a recent visit to Wal-Mart via bicycle. Due to the lack of bike racks outside the store, she opted to walk her bike into the establishment (a practice that she’s apparently done before), only to be turned away by the “greeter”. The arguement that ensued involved a removal of clothing in protest to a policy that the store manager seemed too flustered to back up. We’ll let you read the rest here, since the story itself isn’t the prime purpose of this discussion…

The main purpose here is to point out just how quickly certain stories will spread across the web. The day that Sean tweeted this, I believe the discussion on Bikeforums was at about 2 pages. It now sits at 15 (at the time of this posting). A quick search reveals a number of other sites that have picked up on the story:
Bikeforums.net
The Consumerist
Fark
Digg
BNet Industries
Liberty Forum
The Outskirts
The Nerd

Unfortunately, the stories that spread like this are far more prevalent than the positive ones  (which do happen though, check out the Zappos Story if you’re not familiar with it yet). Regardless of whether your story is positive or negative, though, this is a perfect demonstration of the power of the spoken word. Whether someone is touting your new business to their friends at work, or venting their frustrations about a major retailer, the word will spread.

Certain things can help that will help your word along. Here’s a few quick thoughts…
Finding the right people: who is going to “get” what you’re doing and who you are? Who’s going to enjoy and appreciate your efforts and be willing to spread the word? Those are you Brand Evangelists. Cater to them.

Tackle everything that comes at you, good or bad: What would you do right now if you were Wal-Mart? Ignore the situation? How about taking part in the conversation? Don’t make excuses, don’t throw money at the problem, but take an active role. Maybe install a bike rack?

Be honest: This is probably one of the most important things ANYONE can do. As soon as companies try to hide something or change the rules, people are quick to call BS. Honesty is always the best policy. Most people understand that businesses are around to make money. Do so in a responsible manner, and they’ll be more likely to work with you rather than against you.

Have some other ideas? Do share? What do you look for in a company that you find yourself telling friends about? What are you quick to bash someone for?