Most predictions and trends articles are glib headline-grabbers that cue clueless nodding, but no real grasp of what they mean (variations of “digital is over” or “Snapchat is the new Facebook”) or shallow and obvious (“wearables will be big” or “mobile is getting bigger”) – but Bob Greenberg of R/GA gets down to disruptive trends and what they will mean for the agency business in an piece for Campaign Brief Asia.
Here’s my re-mix/commentary on the five trends he mentions.
Clients will change their businesses to be less reliant on advertising. This is the crumbling of the pack ice beneath the feet of the old-model advertising. The more customer and innovation focused you are, the less important advertising becomes. The more you have in-house teams and tech for media buying, or put them under the supervision of editors, the less you need an ad agency.
Wearables (and other devices) have engagement built in… This is a much more useful train of thought than “how do I build me some wearables” (successor to the “how doI build me some apps/websites/microsites” impulses of old. What will be possible – not in the sense of Groupon tattoos that vibrate when there’s a two-for-one offer on in a nearby shop – in terms of how you engage with the customer.
Greenberg uses the example of R/GA client Nike’s Fuelband. I don’t have one, but I do sport a Jawbone Up and I can say that I check in and engage with that brand at least a few times a day as I log calories and check on progress. Up have earned (see below) my attention by being useful again and again. It’s an excellent app.
A much more expensive, advanced and yet less connected device – my DSLR camera – might get used a lot, but I never interact with that brand other than to subject myself to ten minutes painful form-filling to try and get the cash-back I was promised at point of sale. (The sales promotion is actually damaging my perception of the brand, feeling as I do now, a little bit conned.)
Similarly awful is the Blu-Ray Disc player and indeed disc, which every time I try to access services online with (say downloading the movie I have paid for as part of a triple-play offer disc from the company). I resent each poorly designed stage of the experience and each grubby grab for my personal data that is requested for the thing I have already paid for.
Both of the latter brands – Sony and Nikon, since you ask – appear to see digital, online, as a bit of promotion on top of their product. Jawbone and Nike see the digital experience as part of their product and an opportunity to bond with their customer.
Agencies will get into the transformation business. Yep. “Transformative digital” is one of the three key elements of our strategy – the others being “customer first” and “earn advocacy”. If you put the customer first and commit to earning their advocacy in your marketing and your business, the result is transformative.
Big data = earned data. Earned data is a lovely thought – you earn the right to gather customer data, both by implicitly by earning their attention and engagement and – esepcially as people begin to control more of their personal data – explicitly by asking for their trust both in your organisation and that giving you data will give them some value in return. Brilliant Noise’s second strategic pillar is “earn advocacy”.
Sustainability is growth. At Brilliant Noise we talk about long-term value as the focus for our work with clients. Sustainability isn’t something we have talked about in this context, but at a strategic and practical level, it needs to be part of the conversation. In fact, if it absent we aren’t really talking long-term at all.
Greenberg mentions the rejection of non-sustainable brands by millennial consumers. I’m not sure this is true, however much we wish it to be the case. Sustainability needs business leadership as much as it does consumer pressure on governments and corporations.