When audiences are likely to judge a campaign based on factors such as interest, tone, integrity, accuracy, relevance and credibility when deciding whether to engage or not, are traditional KPIs such as ‘engagement’ and ‘time spent with content’ still relevant? Alex Delamain, President of the World Media Group and SVP, Head of Client Services, EMEA at The Economist highlights this important subject.
To read this article published in MediaSector please click HERE
Rebooting your brand / business in the post Covid-19 world
As businesses plan for life after Covid-19, a crisis with no precedent, how do they approach a world challenged by economic recovery? That was the topic posed to a panel of four industry experts today in the World Media Group’s third webinar, hosted by Damian Douglas, Managing Director EMEA, Time.
Douglas framed the conversation by looking at where we are in the news cycle and the financial markets. While both suggest we are in recovery mode, the situation is still fragile. The crises of recent memory (the dot.com bubble 2001, the financial crisis 2008) were economic in origin, and neither led to mortality or unemployment on such a significant scale, which adds another layer of complexity. When previous playbooks and recovery strategies can only be indicative, how can businesses build or rebuild brand equity through a period of huge disruption?
Douglas began by asking Louisa Loran, Vice President at Maersk responsible for the company’s brand communications strategy, how the logistics firm, which is instrumental to the global supply chain, had handled the Covid-19 crisis.
Strong customer focus
Loran explained that when she joined Maersk, her challenge was to understand how an asset-driven company could become more customer focused as part of its digital transformation. The decision to become customer-centric proved its worth, firstly a few years ago when they had a cyber-attack and now during Covid-19. “It’s the ability to understand your customers and put together value propositions and solutions to match their needs that enables you to be successful,” she said. “So Covid has been business management for us, not crisis management.”
Gordana Buccisano, EVP Global Client Transformation, Havas Group, who works directly with Loran on the Maersk business, agreed. She said her role had not changed through the crisis – she was still focussed on both long-term brand positioning objectives and short-term commercial objectives supporting Maersk’s digital transformation. “Covid or not, what matters is having the agile mindset to be able to adjust,” she said.
Authenticity is still key
Douglas then turned to David Wheldon, Vice President at WFA and the former Chief Communications and Marketing Officer for RBS, to ask what we should be looking for in brand behaviours, and how brands could build consumer preference, particularly against challenging economics. The key is authenticity, Wheldon said, and “a brand, knowing what it is and what it does, and doing it in the right way, with the right tone.”
Referencing Wheldon’s time at RBS, Douglas asked what the sentiment around that brand was when he joined in 2015, following the damage to its reputation in the 2008 financial crisis. Wheldon described RBS as the “least trusted brand in the least trusted sector.” His first job was to take an honest look at what RBS was: “A failed attempt at building a global brand.”
He discovered that the Royal Bank of Scotland brand – what customers who banked there called it – wasn’t as damaged. A brand strategy separating out the consumer facing brands, focusing on its customers and telling them the truth led to the bank’s recovery.
Authenticity and value are an important part of Maersk’s new brand strategy. “In the past, Maersk had a perception of being reliable,” Loran said, but they needed a different strategy to grow the brand. “We landed on being trusted, open and brave,” she said. Instead of saying, “We’ll tell you exactly when the vessel will be there,” it allowed them to say, “You can trust us to find the right solution for you.”
Loran believes that being brave is also about being honest and taking responsibility for what you can solve. “There are certain things we do with the strongest belief that they’re the right things, but we also admit our failures when they happen,” she said.
Consumer confidence on the rise
With consumer confidence playing an essential role in how well brands perform, Douglas asked Phillipa Leighton-Jones, Editor At Large – The Trust – The Wall Street Journal | Barron’s Group, to talk about its consumer confidence reports and what they meant for brand behaviour.
Leighton-Jones described The Wall Street Journal | Barron’s Group as a bellwether of what the C-suite is thinking. “These are the decision-makers who will be shaping the economy of the future in many respects,” Leighton-Jones said. “And when you’ve got marketers who are fighting hard for every dollar of discretionary spending, you need to make sure that they know what kind of environment they’re talking in and what kind of conversations they need to be having.”
So what are the decision makers thinking? According to Leighton-Jones more than half of the1000 respondents surveyed across The Wall Street Journal | Barron’s Group expect the economy to get better in the next three months, a 22 percentage point gain from mid-March. They also anticipate an increase in expenditure on personal goods and travel, she said.
Less twaddle, more focus
With that in mind, Douglas asked Wheldon if it was safe for brands to revert back to type and start entertaining us again after months of being circumspect.
“I think people have had enough of ‘we’re all in this together, with you every step of the way’ type communication,” Wheldon said, adding that some of the brands doing it looked “pretty inauthentic” and there was a lot of “twaddle” around. He praised KFC for really understanding their market. While they were closed, the fast food provider encouraged customers to make their own KFC at home and post their attempts on social media, then responded with “relatively insulting” comments about people’s efforts. It went down well because “they understood their audience, got the tone right, and were sensitive to what was happening,” Wheldon said.
Relieving Customer Pain Points
Returning to The Wall Street Journal | Barron’s Group’s Leighton-Jones, Douglas asked how publishers could capitalise on what has been a period of growth, with increased audiences and engagement. “People are looking for brands to talk to them,” she said. “Not necessarily to sell to them, but to demonstrate some value and leadership. It’s always going to be about putting the customer first, and thinking deeply not about what products or services you want to sell them, but how you can solve their pain points.” Demonstrating what she called “edifying utility”, allowed businesses to tell “brave brand stories that are authentic, and that show your leadership,” she said.
How far to plan ahead
Picking up a theme from audience members, Douglas’s final question was how far should brands plan ahead when everything is changing so frequently.
Based on his conversations with CMOs, Wheldon said, “On the whole, it’s a 30 day rolling plan with the 90 day horizon, and financially that kind of works for most people. Because beyond that, how would you know? So zoom in tight on 30 days, and be flexible and pragmatic.”
Loran said Maersk will continue to operate on many levels, optimising on short-term weekly cycles, evaluating their value proposition communications three months out, and planning ahead much further – three to five or even eight years – for their brand architecture and repositioning. What won’t change, she said, is their brand vision “to connect and simplify our customer supply chain,” which is not an overnight turn.
Be bold and brave
Douglas wrapped up the webinar by revealing the results of an audience member poll asking how optimistic they were that the advertising industry would bounce back before the end of 2020. The results, he said, were fairly evenly split (35% optimistic, 42% pessimistic and 23% unsure), reflecting where we are right now with the ever-changing news cycle.
Finishing on a positive note, he pointed out that brands and businesses had “everything to play for” and this was an opportunity to be brave as we navigate clients and businesses through a period that no-one’s experienced before. “As humans we will make mistakes,” he said, “But ultimately, I think we’ll get judged on motive and generosity.”
A really fascinating webinar took place today by The World Media Group. Our highly esteemed panel held a thought-provoking discussion about how you build/rebuild brand equity through a period of significant disruption.
The panel concluded that to survive the post COVID-19 world brands need to be authentic, meaningful and add value. The customer has to be the key focus. The quote of the session was:
“Less Twaddle more focus” David Wheldon
“Connect and simplify” Louisa Loran
Trust continues to grow in importance and brands need to recognise you have to earn this – so doing the “right” thing is vital.
Communication is paramount and brands are encouraged to be bold, but must strike a balance using the right tone.
Data is also the gold thread in strategy but the human interpretation is paramount.
Full key takeouts will follow but in the meantime, if you missed the webinar today please click HERE to watch this really insightful panel discussion.
Earlier this week I was delighted to take part in a webinar run by the World Media Group, a collective of major global publications.
The webinar, and ten panellists involved, set out to address the question of the role of trusted media in times of crisis.
It goes without saying that we are living in unprecedented times both in the UK and globally. So I was interested to explore the commonalities between the UK and the global stage – and spoiler alert, there are lot of similarities.
For me there are four key themes:
Janet’s comment reminded me of something I heard a few years ago. I had the immense privilege of listening to the late Baroness Tessa Jowell speak at a dinner. One thing she said has stuck with me ever since, and I often refer to it, when something is bothering me or I’m facing a particular challenge.
She talked about the importance of a ‘centrifugal moment’. Now I’m not a scientist, but I know that a centrifuge moves very fast and shakes things up somewhat! Baroness Tessa was referring to a particular moment when she almost gave up being an MP, but something happened to turn things around completely.
We are in a centrifugal moment right now. How we react to it, both in the now, but also preparing for the future, will ensure we emerge from this even stronger than before.
Advertising and the COVID-19 Pandemic: Working with Trusted Media in Times of Crisis:
Brand safety is always high on the agenda for advertisers, but what does this mean in the light of COVID-19? That was the question posed to a panel of 11 industry experts yesterday during a webinar hosted by the World Media Group. The panel was chaired by Alex Altman, Global Client President at Wavemaker.
To view the entire webinar please click the link below:
The role of media in a crisis
Altman’s first question, addressed to Emma Winchurch-Beale, International Sales Director at the Washington Post, was how the newspaper’s editorial team balanced the need to report what’s going on without causing undue anxiety within its audience.
“People are frightened and it’s our job, along with our colleagues in other news organisations, to be the guiding light and help them through this pandemic,” she said, emphasising the newspaper’s role was to offer reassurance by delivering trusted information, as well as practical advice. To that end, they have created a new COVID-19 subsection on the website, and most of the COVID-19 coverage is free, outside of the pay wall.
Denise Turner, Insight Director, Newsworks, the UK body for national newspapers, agreed that people turn to trusted news sources in times of crisis. She said print subscriptions and newspaper home deliveries were on the rise, and traffic to digital outlets was up by 30-50% in the UK. Engagement is also up: “There’s an uplift in not just dwell time, but also comments on articles [and] shares. So people are not just passively absorbing it, they are actively engaging with the content.”
The need for well-researched trust-worthy content
Johanna Mayer-Jones, SVP of Partnerships at The Atlantic, agreed that the significant spikes in traffic and engagement across the board are because “people are hungry and they need information and news that they can trust at the moment.”
Referencing a popular article called ‘How the pandemic will end’ by Ed Yong, she explained the importance of delivering thoughtful, well-researched, scientific-based content exploring the long-term impacts of the virus. “We want to be thinking about conversations that might take place in two or three day’s time or a week’s time and provide a different type of perspective at this moment.”
Altman turned to Damian Douglas, Managing Director EMEA at Time,
to ask how they were adapting to consumer expectation of news brands in light of COVID-19.
“First and foremost, this is a humanitarian crisis,” Douglas said, so publishers will look at it through a more humane lens. The shift in commercial modelling to make COVID-19 coverage free was really important as audiences seek accuracy, truth and insight, he said; media organisations and brands must be seen to be going into the breach and not being overly commercial.
Advice for the C-suite
Altman then turned to Alison Harbert, Head of Client Marketing at Investec
to ask how she was advising clients in the current climate. The silver lining, she said, was that it had made Investec “think about who we are actually trying to help and what are we trying to help them with…what we can do that’s really relevant to them.” She also stressed the importance of moving at the right speed in the ever-changing situation.
When questioned about the legacy changes that will stay with us around homeworking, Harbert said that despite the fact we may run back to the office the moment the doors open, she hopes the time away has proved that this can work. “I think, as a human race, that this is forcing us to do some good stuff that maybe we should have done earlier.”
Altman asked Janet Balis, Global Advisory Leader for Media and Entertainment at EY, what advice she was giving to CMOs navigating the current crisis. Balis emphasised three points. “Strike the right brand voice and tone. And I think it starts with the word empathy… expressing a vulnerability in the face of an invisible force that’s larger than all of us.”
Secondly, she said while we often talk about storytelling, what’s important now is how that manifests itself with customers: “Your brand is only as good as your experience.” Finally, this is the “moment to really lean into very agile messaging and much better teaming collaboration,” she said, enabling brands to successfully change messaging at any given time.
Balis said she was now starting to see companies moving out of the initial triage moment of enterprise resiliency and looking forward – what she described as “the now, the next and beyond.”
Fake news still a threat
Addressing questions from the audience about fake news, Altman asked Stevan Randjelovic, Director of Brand Safety & Digital Risk EMEA, Group M, what he recommended. Randjelovic’s advice was firstly to invest in trusted news outlets. He also recommended human vetting of smaller regional or local publishers; using third party verification companies; and, most importantly, constantly monitoring where campaigns are delivering.
Harriet Kingaby, Co-founder of the Conscious Advertising Network, highlighted the human impact of fake news: “We talk very much about human safety as opposed to brand safety because we see that the decisions that advertisers make actually have impacts in the real world.” She cited a recent Newsworks report showing how advertisers pulling money from hard news outlets in times of crisis can cause real problems and encourage the rise of fake news.
How can brands market responsibly during crisis?
Altman’s next question, for Jack Dyson, Global Head of Content Strategy, SAP Customer Experience, was whether brands can continue to market during this time.
Dyson talked about the importance of going back to your brand values and brand purpose, and examining all of your actions through that lens to ensure you’re dealing with customers in the right way. He stressed the importance of tone, and why ‘It’s not what you say, it’s how you say it’ is absolutely critical now. All advertisers needed to do “a sense check that the right message is coming across to the right people in the right way and to the right audience, but also with the right cadence,” he said.
Time’s Douglas believes we’ll see a permanent change in how brands are looking to engage with audiences. “Pre-COVID, we were talking about a different form of capitalism, which means putting brand values front and centre.” He believes that it is the brands “working with genuine motive,’ and guiding people through the current crisis – such as McLaren developing protective wear or Louis Vuitton creating hand sanitisers – that will be remembered when we come out the other side.
Alex Delamain, President of The World Media Group and SVP Head of Sales & Client Services EMEA, The Economist, wrapped up the webinar with her key takes outs:
Closing on a positive note, Delamain reiterated Balis’s point: “We’re in the now, but there’s the next, and beyond. As brands, it’s really important that we start thinking about life after COVID-19 because it will come.”
Belinda Barker
World Media Group Director
Marketers Expect More Content-Driven Campaigns in 2020 – Edgy
Marketers Expect Content-Driven Campaigns to Increase in 2020 – E-marketer
Content Marketing Surge to Continue in 2020 – O’Dwyer’s
Content-Driven marketing expected to grow – MediaPost
L’activisme de marque, une tendance de fond – Viuz
Marketers Place More Importance On Cause Marketing – A.List
New survey suggests brand activism is on the rise – Ethical Marketing News
New World Media Group survey: Brand activism is on the rise – Plus Media Update
Survey: Brand activism on the rise – Advanced Television
Brands Told To Pick A Cause For Relevant Content Marketing – Media Post
Brand activism is on the rise in content campaigns – Warc
World Media Group survey identifies activism as key campaign benefit – Bizzcommunity
El activismo de marca cobra importancia en las estrategias de branded content – Marketingdirecto.com
New survey suggests brand activism is on the rise – BusinessGhana
Content marketing trends: ‘brand activism’ on the rise – Netimperative
Many World Media Group members were at the World Economic Forum in Davos last week to discuss the global, regional and industry issues affecting business leaders today. Here are some of the key takeaways, as observed by Katya Ionova, Creative Director, UK & EMEA, Business Insider and Damian Douglas, Managing Director, EMEA, Time.
Youth Power
Although the average demographic of attendees at Davos is aged 52-54 for men and aged 49 for women, the question of how we can support the younger generation was a critical theme that ran across many areas of discussion. Concerns ranging from the kind of planet we’re passing on, to the lack of funding for the global mental health epidemic that’s affecting the younger generation were high on the agenda. Greta Thunberg wasn’t the only young voice to be heard this year – 10 teenage activists from all over the world were invited along to encourage collaboration between generations.
Sustainability
Environmental risks, renewed commitments to sustainability, carbon-neutrality pledges, the circular economy and financing a sustainable future were all big themes and more CEOs were seen wearing the SDG pin. The message was clear: we have less than a decade to act, so maintaining the status quo or ‘business as usual’ is no longer acceptable.
Stakeholder Capitalism
The growth of stakeholder capitalism was a frequent discussion point. Companies can no longer serve only their shareholders but must consider all stakeholders, using business as a platform for change to address the environmental and societal issues that matter most to today’s employees and consumers.
Transformation
The Fourth Industrial Revolution and technology such as AI, driverless cars and the IoT formed the basis of many discussions around digital, organisational and societal transformation. The transformation of people was another important theme, from supporting mental health issues to unlocking the potential of human capital.
Brands as Content Creators
A packed fringe agenda featured events from brands such as Accenture, who produced a daily live show. Bank of America, EY and Refinitiv used their social and digital channels to deliver lively content throughout the week. Many World Media Group members led with a content agenda, such as The Wall Street Journal, which hosted The Journal House again, curating discussions on topics aligned to the seven themes of the main agenda. Media newcomers included Condé Nast’s Vogue, which hosted a networking nightcap in Davos House.
Purpose-Driven Marketing
Will we see Davos’ ‘Youth Activism’ theme translate into purpose-driven marketing campaigns? If previous years are anything to go by, they will trickle down from CEO to the rest of the boardroom and start to manifest in 9-12 months. Two years ago, the themes at Davos were around Women, Gender, Diversity and Equality; it’s no coincidence, then, that we saw an increase in DNI campaigns at Cannes last year. We predict that we’ll start seeing Gen Z-centric creative at Cannes in 2021.
Finally, we couldn’t sign off without mentioning the best-branded swag at the event! Every year, Zurich Insurance provides blue woolly hats and they were everywhere – even featured on posters for the Zurich-sponsored airport WiFi. Zurich gave out 13,000 hats this year and pledged to plant 13,000 trees. It goes to show that merchandise can still be an effective marketing tool if it’s a) useful, b) on-brand, and c) entirely fitting for the environment it’s being shared in.