Will Operation Apology Work for JCPenney?

By now you’ve probably seen the commercial that embodies the latest JCPenney advertising strategy: ask for forgiveness.

After over a year of ad-campaign-personality-disorder and recent turmoil in upper management, it looks like JCPenney is ready to take a step back in order to correct itself. And, it just might work.

First off, they have identified and acknowledged their biggest problem: they have made changes that they shouldn’t have, because they weren’t listening to their customers. Next, they express regret for their mistake. Finally, a plan of action is discussed to make sure the problem is not repeated. All in all, they’ve got the ingredients of a real, sincere apology. They’ve got customers (and possibly stakeholders) on the hook, but what happens next is what’s truly important.

JCP has done a great job of engaging and responding to people on their Facebook page and their #JCPListens hashtag also has some healthy use and interaction. But is it too little, too late? I sincerely hope not.

If JCPenney can turn themselves around, it would be a case study in the power of marketing. But unfortunately, there is a history of this company serially committing knee jerk ad campaigns with no follow-through. If that continues after such a bold move, so long JCPenney. If they back up this campaign with well-planned, serious action, it will make a wonderful comeback story.

Either way, this is JCPenney’s last chance.

Luxury Car Marketing / Retro Ad of the Week: Jaguar, 1966

The basics of luxury marketing should tell you that luxury at “1/2 Price”, is no longer luxury. All attempts at being aspirational or elite go right out the window when you choose price as your lead-in.  Chalk this one up as a bad luxury car marketing call from a great company.

Luxury Marketing - 1966 Jaguar Print Ad

LUXURY CAR MARKETING FACT:  From 1999 to 2008, Jaguar was part of Ford Motor Company’s ill-fated Premier Automotive Group.  Despite being part of an impressive roster of luxury car manufacturers that included Aston Martin, Land Rover, Lincoln, and Volvo, the company failed to turn a profit for Ford and was eventually sold off to Tata Motors of India in 2008.

 

Are QR Codes Really Dead?

mr-5-23-11-landingRecently, AdAge announced that not only are QR codes dead; they have been usurped.

While the Augmented Reality apps mentioned in the article definitely have a place in the marketing tool belt, I believe that QR code usage will continue to grow, or at least stay steady.

Admittedly, when they first came on the scene, QR codes were often overused (and incorrectly so) by advertisers, who slapped them on packaging and ads without much thought on the payoff for the consumer. Also, since they were relatively new technology, many consumers didn’t know how to use them, and many marketers didn’t explain how. Not to mention the lack of uniformity and compatibility among QR code scanners.

But, now that they have become a little more ubiquitous and the consumer understands them, how can anyone claim that they are dead? Advertisers just need to make sure they are doing them right. Because folks, until better and more uniform technology comes around, these are the closest thing we have to links in print and other static advertising.

Marketers, lets try to be a little more creative and relevant in our QR code usage so they don’t go the way of the dinosaur. Don’t use a QR Code unless you can say yes to all of the following questions:

  1. Is there a useful payoff to the consumer? The QR code should serve a purpose to the consumer, whether it’s a promotion, discount, instructional video, or a unique experience. Don’t be anticlimactic.
  2. Are the benefits and the “how to” clearly explained to the customer? It’s simple .”Scan this code to…” receive a free sample, be entered to win tickets, etc. And, it doesn’t hurt to add where the user can get the scanner.
  3. Is the landing page mobile friendly? Minimize effort and confusion by making custom landing pages that are simple and to the point.
  4. Are you tracking performance? What’s the point of getting the user online if you’re not continually collecting and analyzing data to refine your ad campaign?

The more marketers work at using QR codes correctly, the farther QR will be from the grave.

So far, the award for most creative QR code usage goes to Guinness, one of the brands that keeps QR codes alive. You can read about it here.

Creative QR code usage

 

5 Ways to Stand Out at Your Next Trade Show

Almost every industry has at least one annual gathering where all of the brands and companies you’ve ever heard of (and many you haven’t) come together to hock their goods. But the good majority of them don’t know much about trade show marketing. Whether you participate in a show that is strictly B2B or open to the public at large, there are many ways to help your brand stand out and draw extra customers to your booth.

1. Custom Booth Design.
First things first, how you present your brand in the footprint you are provided by the event is key. Your booth needs to be more than just a folding table and a retractable banner or two. Before a customer even walks up and speaks to anyone or sees your product they should be interested in what you have to offer.

trade show marketing

Trade show booth for Lewmar marine

 

2. Non-traditional Tactics.
The space of any given trade show can be cluttered, crowded and loud. Your physical booth does not have to be the only space you get in front of your potential customers. There are lots of other non-traditional places to get your name out there. Think about all the other areas the trades how attendees will frequent besides the trades how floor during the event, and you can come up with some clever ways to promote. Partner with a local car shuttle service and wrap their vehicles, create table tents to put into restaurants and bars near the convention center – you can even use window clings in bathroom mirrors at the show. All these items should direct people to your booth number; this will not only drive foot traffic to you but it will also give you a conversation starter with the potential customer.

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3. More than just sell sheets.
It’s a given; you need to make sure you have product brochures, sell sheets or some other kind of literature that people can physically take away with them when they leave your booth. But, make sure this is not the only way you showcase your brand. While you have lots of engaged customers, try to impress them by creating memorable experiences at your booth. If your product is small enough, make sure to have samples there that people can interact with (or possibly take home a free one in their swag bag). This is also the perfect time to take advantage of new technologies. You can make a product demo or virtual tour that can be displayed on a tablet or interactive kiosk in your booth. These set-ups are also nice because it frees your booth staff to interact with others while customers are engaged with your video/interactive tour.

 

trade show marketing - virtual tour

Divan hotel virtual tour app

4. Pre-Show Promotions
Maybe this should have been Tactic #1, but before you even arrive at the fair you should be getting people excited about the fact that you will be there. Email marketing, print advertisements and direct mail pieces to your lead list (and if you can gain access to the show attendee list) should all be considered. Talk about the new products, free samples, or custom demos that you will be offering to attendees. Be sure to prominently display your booth location and possibly even the name of the sales people who will be a the show to talk to.

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 5. Customer Service.
This is not a groundbreaking concept but it bears being repeated. Every person walking though that fair is either a potential customer or a competitor. You need to make sure the team staffing your booth is on point. They need to be knowledgeable about your products, engaged with the attendees, and in general excited to be there. But the conversation also has to be natural. People are there to learn and network, not to be sold to. Talk to them like you would talk to a friend. And be sure to follow up with hot leads. Seems like common sense, but you’d be surprised at how many leads are lost after a trade show. And competitors are usually there to scoop them up pretty quickly.

Can K-Mart Capitalize on Their “Ship My Pants” Buzz?

I’ll admit, up until a few weeks ago I didn’t realize K-Mart was still in existence. The last K-Mart I entered was within a mile of a Caldor, a Child World and a Bradlees (3 northeast chains which have since gone the way of the Dodo bird). Now thanks to a new viral video, K-Mart has had some new life breathed back into it.

The company’s “Ship My Pants” commercial, created by Chicago agency DraftFCB, received over 13 million views on YouTube before it even aired on television in mid-April. The irreverent new spot is fantastically juvenile and the last thing you’d expect to see from the discount chain.

Although many executives at K-Mart are quick to see the spot as a home run for the declining brand, it doesn’t appear that much has been done to improve the actual experience of shopping in their stores. Of any retailer, K-Mart invests the lowest amount of their total revenue on maintaining their actual stores – something they are in desperate need of. Insiders say that executives have long since given up on the modernization of their brick and mortar locations and have instead focused more on growing their online business, which has experienced steady growth over the past year.

There is a clear disconnect between the K-Mart we’re seeing on TV, the K-Mart we’re engaging online, and the K-Mart we’re encountering once we slide through the automatic doors. This undervaluing of the in-store experience could very well be the death of K-Mart; and the recent attention they’re getting may only help to accelerate that fate. Growing your online presence is an obvious necessity for any brand – online, and particularly mobile sales are growing rapidly. But the reality is that only 7% of all retail sales currently happen online. If your brand identity isn’t firmly established and consistent at all touch points, it’s destined to fail. Is your brand ready to ship the bed?

Will the shops-in-shop strategy work for luxury marketing?

Luxury Marketing, Bergdorf Goodman

(Photo by Spencer Platt/Getty Images)

It was recently announced that legendary luxury goods retailer Bergdorf Goodman has partnered up with French fashion house Yves Saint Laurent for new concept shops-in-shop in its New York department store.  The shops are a first for both brands who, from a luxury marketing perspective, are in a bit of a transition period.  The likely hope for both of these luxury brands is that the union will not only lure a younger demographic of shoppers to the store, but also provide a compelling reason for users to revisit the brick-and-mortar shopping experience.

While shops-in-shop is not a new idea, it is one that has met with some mixed reviews recently.  The concept has been rolled out by several major U.S. retail giants, including target and J.C. Penney, with the latter returning less than spectacular results, to date.

If executed properly, with a strict focus on customer wants, this luxury marketing strategy could be the shot in the arm that both Bergdorf Goodman and Yves Saint Laurent need.  It could represent a critical step for both brands toward gaining a larger share of the lucrative, younger affluent market, who have historically made many of their luxury purchases online.

 

Retro Ad of the Week: Colonial Airlines, 1949

This ad is the perfect example of a common mistake made not just in the world of travel advertising, but in marketing overall. It’s not based on truth. No one would try to get to Bermuda on a pogo stick. If the exaggeration was even remotely funny, Colonial Airlines might have gotten away with it. But instead, it’s just a silly ad that says “hey, we’re a plane, we can get you there fast.” So can other planes.

retro travel advertising - Colonial Airlines, 1949

FUN FACT: Colonial Airlines (originally Canadian Colonial Airways) had a short life. In 1956 it was purchased by Eastern Airlines, once the official airline of Walt Disney World before becoming defunct in 1991. (Source: Wikipedia)

 

Why SFO Is a Brand and JFK Is Not

SFO seating area - airport marketingThe Experiential Side of Airport Marketing

On a recent trip to San Francisco, I got to experience firsthand the differences between San Francisco International Airport (SFO) and New York’s go-to international hub, JFK. And the differences are enormous.

When people ask you whether you’re flying out of JFK or LaGuardia, and you answer the former, you get a wince, followed by a sympathetic “oh”. There’s a reason for that. In addition to the fact that getting to JFK is more difficult, it’s just an overall unpleasant experience, though sometimes a necessary evil to save money on a flight or get across the Atlantic as quickly as possible.

Full disclosure: when my family and I left for San Francisco, we were a bit flustered as my husband realized on the (not very clean) tram to the terminal that he left his phone in our car. In Long-Term Parking. So my in-airport experience may be somewhat clouded by the sense of urgency. But only somewhat.

JFK is dark and dank. The place needs to be cleaned up. Comparative word that comes to mind: oatmeal. Blah. We were in Terminal 8, which was renovated by American Airlines in 2007. Four-and-a-half years later, I can safely say, it is ready for another makeover. When I’m there, all I can think about is how badly I want to get out.

When we landed in San Francisco, the feeling was exactly the opposite. It was bright, clean and spacious. Comparative word: sunshine. And even as we were rushing to grab our bags and begin our California adventure, I noticed a few things that I would want to check out the following week, when we were heading back home – mainly the Keihl’s store, one of many upscale shops located throughout Terminal 2, and the retro board game display that was set up gallery-style.

When we came back to SFO a week later, we got to hop on the clean, swift AirTrain to Terminal 2, which we got to enjoy in its full glory. The first thing I noticed – there is coffee everywhere. A Starbuck’s before the TSA line, a Peet’s once you get in. Did a little browsing at Kiehl’s, stopped for breakfast at a little diner-esque eatery in the middle of the terminal, where my daughter had french toast with fresh berries and I got a pretty solid egg sandwich. The seating throughout the terminal was contemporary and comfortable. The bathrooms were impeccable.

SFO bathroom - airport marketing

Impeccable bathrooms at SFO

And best of all, there was a glass-enclosed “butterfly wall”, which had the  little ones swiftly turning a hand crank to keep the “butterflies” in the air. Sounds complicated, but it kept my 3-year-old happy for 20 minutes straight.

There’s also the whole environmental sustainability thing, which earned SFO the “Greenest Airport” moniker. And I didn’t see it while I was there, but apparently there is a yoga room (yes, yoga!) in Terminal 2 as well.

Yoga, good food, yummy coffee, and happy toddlers. This is not an airport – it’s travel nirvana.

It’s also a brand. JFK is not. It’s just a dimly lit portal to better places.

JFK, take a lesson from San Francisco. New York is one of the world’s most amazing cities, and JFK is often America’s first experience for people traveling from abroad. It should make them feel welcome and happy. It should make people say, “John F. Kennedy would be proud.”

 

The Acura RLX Almost Does Luxury Right

I saw the new Acura RLX commercial on TV the other night, and I must say I love the concept but the payoff fell flat. Overall, the spot pokes a little fun at the use of the term luxury by applying it to everything from bedsheets to sugar cubes. But when the hero steps into his car everything seems a little less luxurious compared to his new Acura RLX… love it!

But, pay off how great the Acura is they use LED headlights and precision steering as the talking points?! Not exactly features I think about when it comes to luxury, I’ll give you the steering cause this results in a smooth luxurious ride, but headlights?! Not doing it for me. If you go to the website, you can see the full list of features, several of which say luxury a bit better, like the multi-perspective rearview camera and the blind spot info system. Extras that your average car doesn’t throw in.

I hate to nitpick because overall it’s a great concept for a TV commercial and definitely worth watching.

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Stocksy Makes Both Brands and Photographers Happy

As I said in my earlier post about stock photos there are good and bad reasons for an art director/agency to use stock. I always prefer creating custom images for our campaigns, but when you need a photo from a location that’s far away, or there just isn’t a budget for a photo shoot, stock is a great resource. It seems that one of the men who created the affordable stock photo powerhouse istockphoto.com is at it again. Bruce Livingstone, the founder of istockphoto.com who then sold it to Getty images, has created something new: Stocksy.

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Apparently Livingston was not pleased with the way Getty had changed their payment practices to the photographers who have their images on the network and decided to make a second go of creating a photographer-friendly stock website (Read more about the situation and history of istockphoto.com here). On their About page, Stocksy claims to have the highest royalty rates in the industry and to be profit sharing with their co-owner artists.

Payment structure aside, after my first few uses I must say Stocksy seems like a winner. In a stock photo world of cheesy, contrived images, Stocksy has a really nice library of photos that are beautiful, and those containing people feel genuine. This is rare; I can’t tell you how many hours I have spent looking through stock sites trying to find not only the right subject but a picture of someone who isn’t so happy it makes me want to choke them. But I digress… take a look at the images, and hopefully you’ll find something that’s in line with the look and feel of your brand.