This is one of the most touching, honest and real stories we have seen in a long time.

Last Minutes with ODEN from phos pictures on Vimeo.

We don’t share this only for entertainment value. There is a lesson here for marketers as well.

In this age of financial challenge and competition for consumers, marketers and companies alike MUST be honest, strait-forward and REAL with customers. They won’t settle for anything else.

It’s not about being perfect.
It’s not about being slick.
It’s not about being all things to all people.

This is not to say that we can’t continue to come up with smart and conceptual ways to communicate with customers. We just all need to make sure that we’re doing it in a truthful, honest and supportable way.

Tell your story.
Tell it with truth and honest representation of your product/service.
Treat your customers as part of your family.
Respect the strength of reason.
Respect the power of emotion.

Some years ago I was a creative director for the international agency known as ATTIK in their New York studio. For years and years I’d yearned for total creative freedom that so many young creatives dream of. To me, this was creative Nirvana.

Many of you are familiar with the Noise series of books published by ATTIK and I had been a fan for a long time. These are books filled with design experiments and explorations with absolute creative freedom. This led to some really interesting and stunningly beautiful works that inspired people like me.

Things that you look at and (if you’ve been in the business of advertising for a while) think “That’s great, but you’ll never get a client to buy something like that”. But that is one of the things that made ATTIK so amazing.

The two founders Simon Needham and James Sommerville founded ATTIK in James’ grandmother’s attic with passion and a dream. (Read the story here.) They took their youth and passion for great work and focused everything they had on feeding the fire within. To date, they have created amazing work for clients like Scion, AOL, Adidas, SONY, and so many others, at a level that most “experienced” advertising people would never believe could be commercially viable. Now, ATTIK is part of Dentsu, one the largest global players out there.

NOTE: If you ever have the chance to work with ATTIK, do it. You won’t be disappointed.

Was this Simon and James’ goal from the get go? That I cannot honestly answer, but I would guess not. So why was ATTIK able to succeed where so may others have not?

Innocence? Why not.

Luck? Maybe.

Passion? Definitely.

Unwavering dedication to an idea? Damn straight.

No one can define what exactly is going to make a successful company or effort. It just has too many varying elements. But more oft than not, the companies that I see succeed, and companies that inspire me, share these same attributes.

1. A willingness to explore, push boundaries and have fun
2. No acceptance of “failure”, only learnings toward future progress
3. An unwavering passion and belief in who you are and what you do (not ego driven!)
4. The ability to get out of your own way and let your zeal lead you to people who share the same ideals and values
5. An openness to always learning new things and new ways
6. The absolute rule of never settling for “good enough”

To return to the beginning of the story, when I was at ATTIK we would get hundreds of portfolios from young creative hopefuls every week. So much great design talent out there, but so few with vision beyond the trends of the day.

One of the portfolios that came across my desk was from Ji Lee. There was something unique and different about his work and his perspective. I had the opportunity to meet him. He was an unassuming young man with vision and passion for creative thought. As much as I wanted to work with him at the time, we were unable to make him a permanent part of the ATTIK NY team. I have never forgotten his work, his passion or his ideals.

Today I came across a video of a lecture he’d given discussing the power of personal projects and how that translates to your professional vision. He hasn’t only lectured on it. He lives it. One of the really interesting things I remember from his portfolio was the Bubble Project that he talks about in the video below.

Ji Lee was born in Seoul, Korea, and raised in São Paulo, Brazil, he studied design at Parsons School of Design. In the past, Lee has worked as the branding director at Droga5 and art director at Saatchi & Saatchi. He currently works as the Creative Director at Google Creative Lab in New York and teaches design at School of Visual Arts. Success indeed.

So my point is this. Don’t let what might NOT happen, what may NOT be “feasible”, what hasn’t been done, or what everybody else does, stop you from thinking, from dreaming or from following that little voice inside that drives you.

Two great thoughts before I leave you with the video. There’s a sign in my office sent from one of our clients (Thanks Leslie!) that says

“Live What You Love”.

And another thought that I ran across today that said

“Redefine what is possible”.

So there are no guarantees of anything here. Just a viewpoint and fire that I continue to feed. That I have to feed. There are a lot of you out there. Don’t let the fire ever go away.

This post was written by Tim Scott, founder and creative director of THEM!. Find out more about THEM! at www.THEMdidit.com or call 541 306 6723 for more information.

It’s really easy to make our jobs in advertising just another job.

The routine goes on day-in and day-out. Briefs, ROI, turn-key, blah, blah, blah.

Take a second today and try to remember why it is you got into this business to begin with. Mine began at Miami Ad School. Late nights working on a concept, forgetting to eat or drink for hours while you were so engrossed in creating something you believed in with all of your heart. The hours spent tweaking type even thought there was no thought of billings or time sheets. The passion that you talked about an idea with and the fire that burned inside you to create greatness. This is the determination that we need to find again to make our work great.

“Don’t mistake a message for communication.”

Our agency mission is this:

THEM! We exist to create, to experiment, to generate thought, to move people, to push buttons, stimulate conversation, to change minds and to provoke action.

Focus on the idea, the concept, the message, the communication, and not just all of the cool bells and whistles you can do to make it “cool”. Have a great concept before you even begin to think about the execution and let THAT dictate the communication.

Follow that with every bit as much creativity and thought as your concept as you plan your execution phase. Amazing design, perfect media execution and placement, and a thorough and complete understanding of who you are trying to reach will all add up to a successful effort. And let’s face it. We’re all in the sales business.

We don’t have to sell our creative souls to be successful.

Look at how many of the campaigns and efforts that have inspired us to get into this business to begin with have been successful sales efforts for their clients. Doyle Dane Bernbach and the amazing work for Volkswagon. Chiat Day and the iPod campaign. And too many more to list.

“Don’t just start a business. Start a revolution”

Please, let us as an industry get back to our youth. The days of great ideas at all cost. The days of creating movements and not accepting mediocrity. Let’s add some fuel to the fire of our industry and make it respectable again in boardrooms around the world. We do truly have the power to change the world. We just have to believe in ourselves like young students again.

This post was inspired after watching this interview with John Hagerty of BBH. Watch, learn and fuel the fire.

What is your inspiration? What campaigns moved you? Please add your comments below.

Tap into Your Super-Consumers
8:39 AM Wednesday November 25, 2009 
by Eddie Yoon

In any product category, roughly 10% of the consumers account for more than 50% of the profits. These super-consumers, as we call them, are the hot dog buyers who eat five pounds of hot dogs a month, wolfing down as many as 4 per sitting. They are the stapler users who own 8 different staplers. They know what they want, they’ll buy a lot of it, and they’ll pay a premium for it. They’re passionate and engaged — sometimes even a little obsessive — and they exist in every category, from soft drinks and air travel to fast-food and oral care products. Many managers assume that their super-consumers are a unique species whose extreme appetites say little about what more casual consumers might go for. They also figure that their super-consumers are already sated, so there’s no point in probing them further. That’s a mistake.

We’ve found that companies that listen to their super-consumers and use their insights to refine their message ultimately grow sales and margins across all segments. These companies aren’t trying to convert light users into heavy users. Rather, they’re figuring out what it is the super-consumers like so much and then offering it to them. Invariably, acting on the insights from those consumers who spend disproportionate time and energy in the category uncovers insights and innovations that encourage trade-up behaviors across other segments as well.

Consider this: A stapler company we consulted for found itself heading for a price war with competitors. What to do? Market research with its community of stapler groupies — users who stapled ten times as much as the average person — found that they valued anti-jamming above all other features, and would happily pay a premium for high-performance, jam-free staplers. Running with this insight, the company redesigned its point of sale to emphasize electric staplers and refocused its marketing message across all products on benefits (like reliability) rather than features (like color). The strategy boosted sales by 20% and improved margins overall. Not only did electric stapler sales increase (fueled by super-consumers), but the merchandizing strategy emphasizing the benefits of trading up increased sales of heavy-duty manual staplers across other segments.

Or consider how a refrigerated-meat manufacturer used super-consumer feedback to develop a fuller understanding of its true core customers — teenage boys and their moms. Their heaviest users, they found, were not summertime backyard grillers, as they’d thought, but households with teenage boys who eat hot dogs for after school snacks. The boys liked the taste of the all-beef products, and how filling and easy to cook they were. The moms liked their quality (certainly compared to the junk teenage boys normally eat). Armed with this insight, the manufacturer focused its portfolio strategy on all-beef products, emphasized taste at point of sale, and shifted its marketing to extreme sports and gaming environments to build awareness among teen boys — who’d push their moms to buy the brand.

While these decisions were grounded in the insights of the super-consumers, the strategy ultimately paid off across all segments. The brand grew over 40% in three years, increased its share of household penetration and successfully usurped the number one position in the category. While super-consumers accounted for more than 40% of that growth, those weekend backyard grillers drove a nearly equal percentage, with the remaining 20% realized through category expansion. Delivering the optimal product to super-consumers was certainly the primary goal, but in the process the brand succeeded in commanding a price premium and encouraging trade-up behavior across other segments as well.

Has your company tapped the wisdom of its super-consumers? Are you willing to listen to them — and respond? 



Eddie Yoon is a Principal with The Cambridge Group. During his more than ten year tenure with the firm he has helped global clients across industries leverage super-consumer insights to fuel profitable growth.

This post is originally from HarvardBusiness.org and can be found here.

This is a great article from 2005 that holds true today. Let’s refocus our efforts and thinking to a way that truly benefits everyone.

THE MARKETING COMPANY COMMUNICATIONS DISCONNECT
And Why Ad Agencies Are Viewed as Laborers Rather Than Architects
June 06, 2005
By A. Louis Rubin

Marketing communications companies are not being given a seat at their client’s strategic table. It’s the sad truth that no one in the communications business wants to acknowledge or admit.

It’s not that brilliant communications ideas don’t have a profound strategic impact on a business, because they do, but that clients view their communications companies as purveyors of execution with a bias toward the “what” of “what’s for sale” in the back room of their various “factories.”

The problem is widespread. A recent informal survey of corporate communications officers found them all in agreement that their CEOs did not value their marketing communications firms as a complete strategic partner to their business.

Boards of large public companies
More telling is how few communications professionals sit on corporate boards of large public companies. An examination of the Fortune 20 finds only GE with two working practitioners on their board (Ann Fudge of Young & Rubicam and Shelley Lazarus of Ogilvy & Mather). J.P. Donlon, editor in chief of Directorship, a monthly publication on corporate governance, notes that the “reason why there are few communications professionals on boards per se is that only a handful understand that communications is an amplification of business strategy — not something separate or apart from it. Certainly CEOs need to understand this as well.”

The bottom line is that few communications professionals are invited into the inner sanctorum of marketers’ strategy and planning sessions on the executive committee level.
How did this happen?

Somewhere along the way, ad agencies and other communications companies started thinking less about the strategy and more about selling execution. Worse yet, they started to fill their staffs with people who were craftsmen and not strategists. The result: They began to be viewed as laborers, not architects.

It wasn’t always so
It wasn’t always so. At Scali, McCabe Sloves, Ed McCabe invented some memorable advertisements that were also great strategic synopses (for Volvo: “Safety”; for Nikon: “We Take the World’s Greatest Pictures”; for Purdue: “It Takes a Tough Man to Make a Tender Chicken”). Looking back on those executions today you can see they are pretty simple demonstrations of the strategy. No talking animals, no hordes of barbarians storming the shopping mall, no bikini teams. The executions were not a pantheon of special effects. They had a strategic underpinning that reflected the clients’ overall business goals. They were strategic organizing principles upon which to base all brand communications.

The work that Young & Rubicam did for RadioShack in the early ’90s is another good example of how good strategy affects a business and cements the relationship between client and agency. RadioShack’s “You’ve Got Questions. We’ve Got Answers” campaign was created to recognize that service at the retail level is what was for sale. It gave customers a reason to seek out RadioShack — not just a piece or a part. It told employees what their jobs were about. It was a big strategic idea and Len Roberts, then CEO of RadioShack, invited his agency team in on every key business decision because they offered strategic insight into the client’s most urgent business needs.

What these examples have at their core are big strategic ideas, because the only thing that binds people in an asexual entity called a corporation is an idea that people understand and live by. Says Donlon, “No executive or employee is going to throw himself or herself on a grenade for shareholder value. But an employee at Merck or Pfizer might stick his or her neck out to get a cure for cancer. The job of the communication strategist is to ensure the idea is big enough and powerful enough to convince people that the [business] goal is worth the effort and treasure. It’s also the CEO’s job to reinforce this every day.”

Puerile jokes and titillation
But these examples tend to be the exception, not the rule. Nowadays, execution trumps strategy, special effects reign and puerile jokes and titillation are the platforms from which products are sold. And very few communications efforts represent the strategic underpinning for how a brand can utilize all the tools of an integrated marketing communications program — from Web and public relations to advertising and trade shows, collateral sales material and internal communications.

It’s great strategy, not execution, that can inform every constituent, from customer and salesman, from factory worker and portfolio manager to Wall Street analyst on how to view the brand and the company. The right strategic platform helps employees understand why they work for the company and provides a badge of pride that gets translated directly to the bottom line through productivity and purpose. It tells the investment community why this is a good company to invest in. And finally, it gives customers a deep, fundamental, thoughtful, considered and enduring reason to do business.

How to Develop Good Strategy

1      First acknowledge that strategy is what you are selling. Not an ad. Not a logo. Not a list of public relations tactics. These are only executions and that makes them commodities to be evaluated subjectively, or worse yet, based on price of execution.

2      Tell the truth. Suppress your excitement at having a revenue-potential client at the table and focus on the truth about product reality, competitive strengths and weaknesses and organizational problems and issues. CEOs have trouble determining truth from myth because everyone around them has an agenda to sell. To stand out, tell the truth.

3      Throw out your factory — the daily special on the menu — to offer what the customer wants, not what you have in inventory. You must solve the client’s business problem, not go in with your CFO’s cost structure of how you have to utilize the specialized resources on your payroll.

4      Focus on the client’s customer. Avoid the product attribute discussion that your client wants you to execute. Building a great strategy begins with an understanding of customer needs. And too often execution panders to internal audiences versus a strategic insight about the end-user.

5      Hire people who think strategically. Now this may sound just plain dumb, but how many of you have recruiting policies in place where you go and visit Princeton, Harvard, Yale, Swarthmore, etc. in the spring to find the smartest, most imaginative minds in the world? How can you expect your organization to grow with the best talent if you don’t have a program in place to find them?

If you want your client marketers to respect your thinking, start thinking from a strategic vantage point in an unbiased way. Start telling the truth. Divorce yourself from execution. Find the best fresh minds in the world to help. And maybe then you’ll get invited into that walnut burled conference room.

Another good article on marketing strategy vs. tactics here.

By Anthony Tjan via harvardbusiness.org.

I recently sat down with my BlackBerry voice recorder and Mats Lederhausen to ask him to share his philosophy of “purpose bigger than product.” Mats is a great entrepreneur and also had one of the most successful careers at McDonald’s where he was a driving force for its turnaround. He currently runs his private investment vehicle Be-Cause and is a Special Partner at our firm, Cue Ball.

What is your philosophy of “purpose bigger than product” all about?

At its core, it is about being real and idea-driven. Trust is perhaps the most important currency in business, and big ideas may be the only true source of competitive advantage. Lack of trust is a form of tax. And that tax rate has increased in the past number of years. Customers simply don’t trust institutions as much today. Particularly large businesses. The main reason is that we now live in an “information everywhere” and more transparent world. Every customer has a camera in their cell phone, a Facebook in their pocket and Twitter at their fingertips. This means we hear and see evidence of businesses not walking their talk. Their products don’t match their promise. In order to regain this trust you must simply make sure that all your products, your merchandising, your advertising, your people and the totality of your touch points with consumers sing from the same hymn. And that hymn is what I call purpose. Some people call it vision. Others call it focus. It is the same thing. It is source of your promise. It answers the question: Why are you here?

Talk a little more on the notion of “big ideas.”

I often talk about “altitude creates attitude”. When you meet people that have a big idea it is almost impossible to be unaffected. It is like a perfume. You can smell it miles away. I firmly believe that the source of human energy and creativity can be found in the distance between where we are and where we’d like to be. It is that creative dissonance that is the entrepreneurial rocket fuel. If human beings could have walked everywhere on the planet I don’t believe we would have invented trains, planes and automobiles. So, if you really want to build great companies you need big ideas.

Certainly, not all big ideas may be viable in all incarnations. What about the reality of these ideas?

Of course they have to be believable. They can’t be pipedreams. Or as John Naisbitt once said: You can’t get so far ahead of the parade that no one knows you’re in it.

From an execution perspective, you have to think big, start small, and scale fast. You can’t think big and start big, that’s almost impossible. You need miniature versions of your grand idea so you can validate its parts, and then iterate and tweak constantly. There’s nothing wrong with having a really big idea and launching only aspects of that idea. Rome wasn’t built in a day. Take Chipotle, for example. Steve Ells had a very big idea about food, but he didn’t start by executing 100% of his vision; he gradually did what he could towards that theme.

It is also important to remember that your purpose is not what you “tell” customers, but what you do. The best way to disappoint everyone is to over-promise and under-deliver. Therefore you must be humble AND committed at the same time. In fact, customers are more forgiving when you make mistakes if those mistakes are honest efforts in trying to improve towards a known and worthwhile direction.

How can a purpose be instrumental in leading an organization?

I look at purpose as the guiding star. The compass. The soul. Steve Jobs once said “Design is the fundamental soul of a man-made creation”. And everything we do is design in one form or the other. And if you have a fuzzy idea of your own soul, your design will suffer. On the other hand, like Steve Jobs does, if you have a sharp idea of your soul and what footprints you want to leave, all your design will complement and reinforce that soul of yours.

How did you come to have this philosophy?

There are a few parts of the answer. First, to be honest, it’s hard to know the answers to the bigger questions in life, like why we believe what we believe. To a certain extent it’s the result of the sum of all of our experiences since birth. Second, I’ve been influenced by seeing what really works. I think strong conviction and a sense of purpose enables focus, and the biggest culprit of bad performance in a company is lack of focus. It’s hard to set direction if you don’t know who you are. Thirdly, I’ve decided that I only want to work with companies that are trying to do something important. It’s about human progress and adding value to society.

What do mean when you say “important?”

While we have significant global issues to be concerned about, an important business doesn’t have to be grandiose or socially driven in order to be important. General contribution to the well-being of another human being is worthwhile. It could be a restaurant that’s creating jobs and leaving customers just a tad bit happier than when they arrived. Or a concept such as MiniLuxe, our Cue Ball investment that is trying to “Starbuck” the nail salon, which has innovated a lot around hygiene and customer experience. It is an example of a business with a clear purpose that is trying to do something remarkably better than the industry norm.

What companies really celebrate this philosophy?

Nike is a company that understands it. They have always had this idea that it’s more than a sneaker. They are about getting into the game, being more than a spectator in life, and embracing activity. In their words, “Just do it.” If you go to their headquarters in Oregon, it’s like being in a gym: it breathes “active lifestyle.” That’s what they’re about and they have consistently executed around it.

Southwest Airlines is about giving people the freedom to fly. They are about seeking and loving freedom, and they enjoy being a bit nutty about celebrating that notion. And there are many others as well. Apple, Berkshire Hathaway, Microsoft, Google, Patagonia, IKEA, and a host of others. There is one thing that is interesting to me to note about all these companies. They are very different in so many ways. But they are also very similar in one way. They all have their founders alive and kicking. When the source of the original idea is still around it is harder to lose why you came to this world in the first place.

Success rarely comes easy.

There is a quote that I have loved for a while:

“Push yourself farther than you think you can go or you’ll never know how far you can reach”.

I’m not sure where this came from but it’s been a powerful push in my life for a while now. This article from HarvardBusiness.org seemed appropriate for today. -Tim

__________________________________

Why You Need to Fail
Monday July 6, 2009
PETER BREGMAN

“Peter, I’d like you to stay for a minute after class.” Calvin teaches my favorite body conditioning class at the gym.

“What’d I do?” I asked him.

“It’s what you didn’t do.”

“What didn’t I do?”

“Fail.”

“You kept me after class for not failing?”

“This,” he began to mimic my casual weight lifting style, using weights that were obviously too light, “is not going to get you anywhere. A muscle only grows if you work it till it fails. You need to use more challenging weights. You need to fail.”

Calvin’s onto something.

Every time I ask a room of executives to list the top five moments their career took a leap forward — not just a step, but a leap — failure is always on the list. For some it was the loss of a job. For others it was a project gone bad. And for others still it was the failure of a larger system, like an economic downturn, that required them to step up.

Yet most of us spend a tremendous effort trying to avoid even the possibility of failure.

According to Dr. Carol Dweck, professor at Stanford University, we have a mindset problem. Dweck has done a tremendous amount of research to understand what makes someone give up in the face of adversity versus strive to overcome it.

It turns out the answer is deceptively simple. It’s all in your head.

If you believe that your talents are inborn or fixed, then you will try to avoid failure at all costs because failure is proof of your limitation. People with a fixed mindset like to solve the same problems over and over again. It reinforces their sense of competence.

Children with fixed mindsets would rather redo an easy jigsaw puzzle than try a harder one. Students with fixed mindsets would rather not learn new languages. CEOs with fixed mindsets will surround themselves with people who agree with them. They feel smart when they get it right.

But if you believe your talent grows with persistence and effort, then you seek failure as an opportunity to improve. People with a growth mindset feel smart when they’re learning, not when they’re flawless.

Michael Jordan, arguably the world’s best basketball player, has a growth mindset. Most successful people do. In high school he was cut from the basketball team but that obviously didn’t discourage him: “I’ve missed more than 9,000 shots in my career, I’ve lost almost 300 games. Twenty-six times I’ve been trusted to take the game wining shot and missed. I’ve failed over and over and over again in my life. And that is why I succeed.”

If you have a growth mindset, then you use your failures to improve. If you have a fixed mindset, you may never fail, but neither do you learn or grow.

In business, we have to be discriminating about when we choose to challenge ourselves. In high risk, high leverage situations, it’s better to stay within your current capability. In lower risk situations, where the consequences of failure are less, better to push the envelope. The important point is to know that pushing the envelope, that failing, is how you learn and grow and succeed. It’s your opportunity.

Here’s the good news: you can change your success by changing your mindset. When Dweck trained children to view themselves as capable of growing their intelligence, they worked harder, more persistently, and with greater success on math problems they had previously abandoned as unsolvable.

A growth mindset is the secret to maximizing potential. Want to grow your staff? Give them tasks above their ability. They don’t think they could do it? Tell them you expect them to work at it for a while, struggle with it. That it will take more time than the tasks they’re used to doing. That you expect they’ll make some mistakes along the way. But you know they could do it.

Want to increase your own performance? Set high goals where you have a 50-70% chance of success. According to Psychologist and Harvard researcher the late David McClelland, that’s the sweet spot for high achievers. Then, when you fail half the time, figure out what you should do differently and try again. That’s practice. And according to recent studies, 10,000 hours of that kind of practice will make you an expert in anything. No matter where you start.

The next class I did with Calvin, I doubled the weight I was using. Yeah, that’s right. Unfortunately, that gave me tendonitis in my elbow, which I’m nursing with rest and ice. Sometimes you can even fail when you’re trying to fail.

Hey, I’m learning.

The original article can be found here.

ANTHONY TJAN

Customer research tends to be demographically-biased in its design. But it is time for us to go a little psycho on customers — psychographic, that is.

When it comes to purchasing behavior, it is obvious that personalities matter. So why is it that we so often look at detailed website usage or customer data along impersonal demographic dimensions like age and gender? While useful, those characteristics don’t describe attitudinal trends which may be more important — and need to be a critical complement to other data.

Psychographics are the data points that describe a user’s values, opinions and lifestyle. Think of psychographics as the kind of data a psychologist or anthropologist would use to profile someone, as opposed to the demographic data that a census surveyor wants to collect.

Or consider what information you might want to collect for a blind date. Demographics may be useful to narrow the pool down to, say 30-year old males in Chicago, but would that be enough? To choose your partner, you likely want to consider personality, interests, and values. Similarly, for customers to fall in love with your product or brand, you need to understand their personality and passions and see how those connect with your product or service.

While there’s no standard psychographic profile, we can borrow some ideas from psychology. A psychographic profile should tell us about how a person interacts with the world (are they extroverted or introverted? analytical or emotional?) and what they value most (security? family? the environment?). You can combine more “classical” survey methods with questions that are personality or association-based. For example, ask the question: If you (or this product, or this service) were a car, what kind of car would it be? A Mini, a Mercedes, a Range Rover, or a Prius? Each of these cars connotes a different personality and you can use such responses to infer desired personality traits.

In the pre-digital world, gleaning sufficient information to constitute a psychographic profile would often require prohibitively expensive customer anthropology. Imagine researchers observing and following customers as they interact with a product. Now, however, as consumers spend increasingly more time online, a level of digital anthropology is more feasible because consumer data can be better aggregated and analyzed — cheaply.

Cameras within stores can also share tremendous insight. Video anthropologist and consumer researcher Paco Underhill has filmed thousands of hours in retail settings. One discovery: customers buy less when their arms are full of products; shopping baskets in the middle of the store can help increase sales. In an intense retail customer research assignment I once did, we discovered that new mothers were significant purchasers of both diapers and digital cameras — placing these two seemingly disparate product categories closer together helped drive cross-selling.

So, how can you use psychographic data? Suppose you wanted to market a new brand of organic, flaxseed-infused cereal. While there is no clear demographic group for that product, there may be a well-defined pyschographic one. You could target anyone who identified Whole Foods and Eastern Mountain Sports as favorite brands, expressed a concern about health and fitness, and is environmentally conscious. You can also use psychographics to inform how you market to a particular group. You could market to “analytical and research-oriented” folks by talking about the cereal’s unique formula, while you could reference case studies and endorsements when marketing to people who value expert opinion.

The task for next-generation online audience measurement and sentiment tools, then, is to start understanding traffic along psychographic axes. There are a few ways to do this.

First, members of an audience measurement firm’s user panels could complete a psychographic questionnaire: What are their three favorite brands? What kind of car would they like to be? On a Friday night, would they rather stay in and watch a movie or go out on the town?

The second way is to understand what your users are doing before and after they interact with your company and profile the content and audience of those sites. In my HBR piece on customer strategy, we discuss a technique we used at Thomson Reuters called the three-minute rule; we observed what users were doing three minutes before and three minutes after each interaction with the product.

Lastly, so-called “single sign on” services will make associating user behavior on different sites much easier. Google, Microsoft, and Yahoo! all participate in the OpenID project, and Facebook has a competing platform called Connect, which allows a user to log into many sites with one set of credentials. A central database could contain everything from blog comments and self-descriptions on social networking sites to purchasing data and search history.

Pyschographics offer us an ability to understand current and potential customers in terms of the beliefs and values that drive their purchasing behavior. In our more voyeuristic and measurable digital world, psychographics will increasingly drive customer understanding.

Original article can be found here.

Amen.

Many, many years ago, I was living in Ft. Lauderdale trying to figure out what I wanted to do with the rest of my life. I had recently moved from Southern California where I had left behind a six-figure sales and consulting job. I had been extremely successful at sales after some intense training while working for LifeTouch Studios, a fantastic school photo company based in Minneapolis. So, I was good at sales but I wasn’t truly passionate about the traditional corporate sales process and was feeling restless.

I accepted a position for another photography company in South Florida thinking that a change was what I needed and quickly found out that I was wrong. Shortly thereafter, I left that job and started waiting tables at Mangos, a trendy restaurant on Las Olas Blvd., while I tried to figure out what I wanted to be when I grew up.

I had purchased my first Apple computer (IIvx baby!) a few years before and had done a couple of “ads” for small businesses previously. I knew I really enjoyed doing that and I knew that I was absolutely horrible at it.

So I did some research and found that the Miami Ad School had opened on South Beach the year before and looked really interesting. I took a second job at a local service bureau (remember those?) to learn more about the computer. I waited tables during the day, ran film in the afternoon and started classes at Miami Ad School in the evening. I arranged to sleep on the floor of the back room at the service bureau at night so I would have access to the computers to do my homework. Long days indeed.

I had some really great teachers at Miami Ad School including Alex Bogusky, Bruce Turkel and many others. In the middle of all this, I received a job offer from a local magazine to do sales for them. The money was really good and I was really struggling. Not sure what to do, I went to Bruce Turkel for advice. What I got was advice that has helped guide my success to this day.

I remember vividly standing out in the parking lot of the school talking with Bruce about an ad I had done for a “client” that had come to the owner of the service bureau where I was working. I still have that “ad” and still hear Bruce’s voice kindly telling me that there was “no big idea” to my masterpiece and to go back to the beginning and come up with an idea.

Secondly, when I asked him about my job dilemma he said this: “It would be really easy to take the money, get comfortable and miss out on the passion you have for what you’re learning now. It’ll be much easier to keep sacrificing now for what you really want, then to take the money and then later have to walk away from it to begin your career in advertising”. Wise words indeed.

Bruce owned a successful agency called Turkel Advertising, had mercy on me and hired me to do production. This was my first “real” advertising job.

Day after day, I was able to observe how truly big ideas and concepts were developed. I got to see how these ideas were produced and executed. I got to work with Bruce and learn to pay extreme attention to details. I can’t tell you how many times I got to go back to the computer and fix the leading and kerning until it was right, how many times I had to hand comp a presentation brochure or pitch book until it was perfect. I would not trade that education for all of the money in the world.

Another one of the great things I learned from Bruce was that great ideas can come from anywhere. I will not forget the day that we were working on a pitch for Carnival Airlines and Bruce called everyone from the office into the small conference room in the front corner of the office across from the receptionist. When I say everyone, I mean everyone. In fact, he locked the front door and had the entire office, from the creative teams, account teams, receptionist and cleaning staff all in this little conference room. If I remember correctly, there was even a UPS driver who was there and we were all quickly briefed and throwing out ideas and thoughts as quick as we possibly could. This also left an indelible impression on me that would help me for years to come.

Bruce was not only my first creative mentor; he was a brilliant and ethical businessman as well. All of the things that he taught me and all that I was able to observe have helped to guide me through my career. I’ve had the honor of being a creative director at agencies like Y&R, ATTIK and TracyLocke on some of the biggest brands in the world and I would never have had these opportunities if it wasn’t for people that took the time to guide and mentor me. Now, I get to use all of that knowledge and experience in our work at THEM! in ways that make us a successful little agency. For that, Bruce, I say thank you.

Now as we are in difficult times in our business, I challenge you all to take the time to find young, hungry minds and share your knowledge. With all of the technology available to us, with all of the methods to get messages out there, there is still no substitute for a great idea and attention to the little things. These are the things that make good, great and make our work, work.

Lastly, don’t forget to take the time to say thank you to the people that have taken the time to help you. You know who they are.

Here are a few of mine:

Bruce Turkel

Cliff Courtney

Alex Bogusky

Miami Ad School

Will Travis

James Sommerville

Jim Hord

Thank you all.