IPSOS conducts CX research on an annual basis. They surveyed 1,000 CX (customer experience) specialists around the world about the current state of CX in their businesses. The IPSOS CX research painted a complex picture of organisations. Key take outs of the CX research:
82% of respondents believed that CX investment will provide a competitive edge, but only 52% were expecting an increase investment over the next 12 months.
28% of respondents admitted that their organisation’s CX was worse than promised and only 15% of respondents consider their organisations ‘CX leaders’.
Only 52% have CX governance policies in place.
At the present time the majority of CX leaders have data integration issues and 46% now have to integrate AI as well, adding to their business challenge.
Environmentally friendly clothing brand Patagonia gets called out about the ‘greenwashing’ design of its buffalo work boots by the Rose Anvil YouTube channel who specialise in analysing boot and shoe design.
Standard Model: The Chanel J12 Eclipse Set – LUXUO – interesting, particularly given the manufacturing problems that Rolex has had with dual colour ceramic bezels. Chanel has managed to master this and master it across the whole watch. Matching bezel and case divisions.
Interesting analysis on supercar prices.
Profile of Lacoste.
Marketing
A few days of lunch time viewing from the IPA (Institute of Practitioners in Advertising) media planning and strategy summit. Interesting mix of presentations and case studies.
Really interesting case study on McDonalds and how the brand has evolved over two decades in the UK.
What prompted me to write about Geico advertising was a stream of news from marketing services companies about the state of technology company advertising. At the time of writing Stagwell are just the latest marketing services firm after S4, IPG, Omnicom and WPP have pinned declining profits on a reduction in technology company advertising spend. Then this story broke about Geico advertising: Insurer Geico made more money after benching its famous gecko | Quartz – and my first reaction was that the wrong lessons might be taken away from this.
Geico advertising – a primer
Geico îs an unfamiliar name to most people outside of the US. If you’ve read American magazines chances are there was a print ad or two in there with their iconic Gecko spokesperson. It’s a similar case on American television.
Geico advertising and their Gecko are as familiar to Americans as the meerkats of Comparethemarket.com are to your average Brits.
The truth about technology marketers vs. Geico advertising
Having worked with technology brands on and off for the past three decades, I have enough experience to know that generally, they aren’t great marketing organisations.
Coinbase’s Super Bowl ad drove traffic to a site that fell over.
Geico reinforced brand equity in the insurance space and pointed out their 24-hour claims hotline (I imagine that this isn’t an exclusive feature, but you wouldn’t know it from the advert).
Growth mindset ≠ marketing mindset
As organisations, they have a growth mindset, but not a marketing mindset. Before the internet, this meant a powerful field sales force organisation and marketing meant a bit of branding / design work coupled with case studies for the sales people. With the internet came constant iterative ‘growth hacking’ on digital channels, that mirrors agile software development rather than the best practices of marketing science.
There is a good reason why organisations like the Ehrenberg-Bass Institute for Marketing Science are supported by FMCG manufacturers, luxury goods makers, media companies, marketing services firms and pharmaceutical companies, BUT has no technology company sponsors.
The reasons are cultural in nature:
Engineering – if I haven’t heard of it or invented it then it’s not valid and you’re just a suit. At best great product is the marketing – and that’s great if you have a clearly differentiated great product which is self evident. The engineering mindset is also why they trust adtech and marketing automation services which outsource your marketing communications approach to a black box
Sales – marketing is just support. Which is the reason why my early clients (like old school Silicon Valley royalty LSI Logic) promoted long serving secretaries and administration staff into marketing roles
Even if they had a marketer who knew about Ehrenberg-Bass they wouldn’t be able to get in buy-in from the wider organisation to participate and they’d likely be fighting other dumpster fires elsewhere
Secondly, their laser focus on data affects their outlook. To paraphrase the comedian Bill Hicks: they know the price of everything, but the value of nothing. Because they are only looking at short term data. Great marketing and advertising also has long term effects that both screws with the short term marketing data focus.
Marketing and growth hacking are considered synonymous. It would seem ridiculous for me to to claim in any large marketing orientated organisation that sales and marketing are synonymous. The differences and complementary aspects of both would be well known. Yet in technology companies, this isn’t the case.
By contrast Geico as a brand is an organisation who understood marketing. You make your car or house insurance decision at best once a year (though there is friction in making a change).
The technology sector approach would be for Geico to bid on search ads and aggregators to acquire customers and then do direct mail or email when it comes to renewal times. But Geico advertising does something different. Geico advertising builds mental framework, so that Geico means car insurance and will be one of the brands that you consider.
This achieves a few things:
You are less likely to move away from Geico, you may not love them, but searching for an alternative might be too much of a hassle.
You may be reassured that you have chosen ‘the’ car insurance
It helps new customers get over the ‘which car insurance company to choose’ decision
It helps with upsell on the products due to the reassurance of the brand
Technology companies deal with these problems in a slightly different way:
Certification of engineering staff. If you are Microsoft certified or Cisco certified, you are less likely to use open source software or Juniper Networks products respectively. It would be against your self interest and the investment in terms of time and money that you have made in your self development
Contractual lock-in – self explanatory
Technology lock-in. You can put your data or programming code into a particular system, but its much harder and more expensive to move on to another system
Owning the entire technology stack. This is the approach that Adobe Systems have taken, gradually acquiring over the years the entire marketing, workflow and creative systems used by ad agencies, media agencies and their clients
So why was Geico advertising spend cut?
This is the crux of my point about how the wrong lessons might be taken away from the Geico advertising spend cut, with no ‘apparent’ impact.
There are a number of good reasons why Geico made the cut in advertising spend:
There was a cut in insurance sector advertising overall, so that Geico maintained or even grew its relative share of voice while spending less. This should see it emerge with improved economic performance over time. Procter and Gamble became the behemoth it now is by INCREASING advertising during the great depression of the 1920s. So the idea of relative share of voice and its relationship to market share is older than I am. Further more research by the IPA has found that holding or increasing relative share of voice during a downturn has a positive impact for business performance over a five year period
Geico may have managed to make some efficiency gains, this is most likely to occur in brand activating activities
There is also a bad reason: saving money in the short term. Kraft Heinz cut marketing to the bone under the guise of zero based budgeting (ZBB) – which made a mockery of ZBB as a concept. Kraft Heinz shares massively underperformed and were down 60% in the last 5 years, compared to the S&P 500 having gone up 69%. If Geico is following this route then it bodes ill for the long term performance of the business.
Without us knowing the real reasons and focusing on the short term measure, it reinforces a growth hacking mindset.
Hard times mean no sustainability premium in North America | WARC | The Feed – every single economic recession this comes around and marketers are surprised. Time to pay attention to what the longitudinal research data says. I really like the work that Gallup have done on macro trends and the American consumer, in particular their work on attitudes to the environment.
‘Pokémon Sleep’ Review: Sleep-Tracking Game Made Me Into Snorlax – gamifying sleep. Pokemon Sleep has surged to 3.2M global downloads and an estimated $130k in daily revenue according to SensorTower data. The app ranked in the top 5 in the U.S. Games charts. It’s even more popular in Japan (the home of Pokemon), where it’s number 1 across the App Store categories
Using attention to scale creative excellence at Mars | WARC – Sales, distinctive assets, and attention to advertising are the go-to metrics to guide marketing decisions at Mars. Mars use Attention as a pre-testing tool, to inform creative choices in digital and also proxy in TV. Mars believe that an execution with a better attention score will travel across media channels better and will be a safer bet for you when you need to make a choice. Measuring Attention is a key element in helping us improve the creative hit rate. Advertisers should question how they measure consumer responses and focus on measures of real consumer behavior.
A story caught my eye in Hong Kong’s English language establishment paper related to Chinese bank risk. Goldman Sachs issued a report on (maybe) five Chinese banks, changing their ratings to neutral and sell. Eastmoney.com is a subsidiary of government newspaper People’s Daily, came out to stoutly defend the banks against concern about Chinese bank risk.
Ping An Bank and China Merchants Bank have the largest exposure to real estate, accounting for 8% and 6% of total assets which the report authors are flagging as a canary in the coal mine for Chinese bank risk
CMB real estate loans accounted for 5.61% of about of total loans and advances
Ping An Bank real estate-related business bearing credit risk totalled 322.093 billion yuan, also down from the end of the previous year, and if this is taken as the numerator and divided by its total assets of 5.456 trillion yuan, it yields a share of about 5.9% – interesting choice of wording
Overall, the non-performing rate of the mainland real estate industry is still in a period of accelerated exposure in 2022, and the overall non-performing rate of listed banks for public real estate continues to rise to over 4.3%
There was a reference to “Industrial Bank” that has “deteriorating assets and liabilities” – I think that this is Industrial and Commerce Bank of China better known as ICBC. ICBC is recognised as a systemically important bank
Systemically important bank means that Chinese bank risk becomes global economic risk. While it is state-owned (being one four original institutions that spun out of the Bank of China in 1979), it still exposes retail shareholders and bond holders around the world. Word on the grapevine is that a number of Goldman Sachs partners had long term holdings in ICBC for well over a decade, which explains the banks irrational exuberance for China AND means it would have been extremely hard for the analysts to name check ICBC in this kind of report. During the 2006 IPO, Goldman Sachs purchased a 5.75% stake for US$2.6 billion, this apparently was the largest sum Goldman Sachs has ever invested at the time.
ICBC. Foggy night. – QuantFoto released under a CC licence
Of course issuing this kind of report in China means that they can’t talk about associated Chinese bank risk. For instance:
Local governments depend on property development for their main source of revenue and have issued a lot of debt which they may now find harder to pay off resulting in further Chinese bank risk. Given that this is more directly linked to government, it may get less scrutiny
Finally China’s industrial and services economic growth seems to be an issue with youth unemployment running very high at 20%
Trying to get reliable economic data on China as the government data tends to ‘harmonised’. Part of the problem is the information that local governments provide the central government and part of it is central government choosing to ‘tell the best China story’.
Expect China to increase solar panel dumping due to massive over-capacity. In addition these panels seem to be of low quality with a lower than expected panel life. Given the challenges that the Chinese are experiencing recycling the materials, they represent an environmental problem with a substantial risk of pollution.
Beyond belt-tightening: How marketing can drive resiliency during uncertain times | McKinsey – interesting read that’s about 50 percent right, probably too much of a bottom funnel focus and a more critical consideration of the marketing technology stack McKinsey are about 50 percent right. One thing that they haven’t done is leverage the marketing science research supported by the Institute of Practitioners in Advertising on relative marketing spend and relative impact on market share. Also in-house agencies have serious problems due to cultural issues in clients.
The Eagles Announce ‘Final’ Tour Dates – Variety – following the lifecycle of their customer base. The Eagles attitude to covers, remixes and sampling always sat badly with me which is why I never bought any of their music new. I am sure this tour will keep them wealthy for the rest of their lives however
Interesting YouTube clip about how open source software is being used to extend the lives of Nissan Leaf electric cars. It raises interesting points for consideration about the right to repair debates that have been happening in areas like agricultural machinery through to Apple smartphones.
The devil is in the details of the claims and the research with regards ChatGPT driven trading. TL;DR ChatGPT didn’t trade any better and ChatGPT 4 did worse than earlier versions, implying random chance rather than ability
If we go back to 1949 Dutch economics Petrus Johannes Verdoorn came up with a law – the long run productivity generally grows proportionally to the square root of output. This law addresses the relationship between the growth of output and the growth of productivity. Faster growth in output increases productivity due to increased returns.
“in the long run a change in the volume of production, say about 10 per cent, tends to be associated with an average increase in labor productivity of 4.5 per cent.”
Causes of the Slow Growth in the United Kingdom Nicholas Kaldor (1966) Cambridge University Press
A heuristic called Vandoorn’s coefficient of 0.484 was found in estimates of the law following Vandoorn’s original publication. Nicholas Kaldor who made similar points as far back as 1960 in his work Essays on Value and Distribution. Kaldor built on Verdoorn’s Law observing that manufacturing was the best way of increasing output.
Slater, Walker Securities
The UK economic hole isn’t anything new. Back when I was a child we saw UK industry disappearing at about 1.5% of industrial capacity a month. The source of the destruction was apparent in the post war period, although manufacturing innovation had been underbanked and under invested for decades. Jim Slater and his financial vehicle Slater, Walker Securities was the harbinger of forces that unleashed the UK economic hole.
The State We’re In
Economics editor Will Hutton wrote the The State We’re In and I got to read it while I was in college. It caught the policy wonk zeitgeist of the future Blair administration – making the argument for long termism and manufacturing as a creator of wealth together with Keynesian economics.
Slow Growth Britain to Cool Britannia
Hutton wasn’t alone in his viewpoint but building on the expertise and experience. Wilfred Beckerman in his book Slow Growth in Britain: Causes & Consequences published in 1979 is a case in point. As you read these books the same points are made over and over again about what has become the UK economic hole. The discovery and exploitation of North Sea oil provided a sticking plaster from 1982 through to 1999. But production in UK oil and gas fields have been in decline since. Any economic productivity benefit provided to British industry through a massive shake out was transferred to unemployment relief. Secondly industrial eco-systems or ‘clusters’ as Richard Florida would term them in his work Who’s Your City? disappeared, causing the manufacturing base to lose critical mass. Any gains were largely spent by 1990. Manufacturing was a driver and a shock absorber for productivity related issues – this is important for the subsequent UK economic hole.
While Hutton was read by the future Blair administration they did little about it, due to the Augean task that confronted them.
Following the decline of manufacturing the UK, focused on financial services which turned toxic in 2006. There were additional smaller bets on professional services and the creative industry (remember pre-millennium awkwardness of Cool Britannia)? As an economic rational decision maker, I pivoted my career out of industry and into the creative sector – thankfully I was young enough to be able to do it. Many couldn’t and were trapped in low value services jobs or living on long term sickness benefits to massage unemployment figures.
Young tax-paying workers
The collapse of financial services saw the current productivity collapse and stagnation amplifying the long standing UK economic hole. Brexit could be seen as a wail of pain and anger. The reality was that being in the EU allowed cheaper skilled workers to move to the UK and use existing manufacturing plants for the likes of Cadbury’s and Unilever. So the UK benefited from young tax-paying Europeans, but lost out in terms of wage depression. Brexit severed that last gasp of productivity increases.
What is really driving ExxonMobil’s clean energy commitments? | Financial Times – the decades long algae biofuels programme failed. Back when I worked in the oil industry at the start of my work life, ExxonMobil had the best research and development / innovation team in the oil industry. They were way ahead of the likes of Shell or BP. The heuristic within the industry went something along the lines of: BP could find oil anywhere, Occidental could get a contract to drill anywhere, Shell could market any product successfully and ExxonMobil could out-innovate the rest of them.
Mobil 1 oil on the shelf at a motor factors courtesy of Mike Mozart
For instance Mobil were decades ahead of everyone else with their Mobil 1 synthetic lubricating oil back in 1974. Castrol was processing petroleum oil and calling it synthetic, they were eventually caught out in 1998 – with Mobil winning a moral victory if not a court case. The point is that if ExxonMobil can’t get algae to work, I doubt any company can – energy desperately needs its semiconductor moment.
Talking about a semiconductor moment, one of the places where this would be really welcome would be green hydrogen. I had hoped that Ireland would be able to convert its wind power bounty into generating hydrogen by electrolysis as a way of moving and storing energy in a way that electrical batteries can’t match.
Only the Global-Health Emergency Has Ended – The Atlantic – “This virus is here to stay. It is still killing, and it’s still changing,” Tedros Adhanom Ghebreyesus, the director general of the WHO – the cadence of an emergency might be finished but there is still subtantial health risk. It has declined to ‘only’ the fourth most common cause of death…
Genesis G80 Electrified vs. BMW i4 M50 | MACAU DAILY TIMES 澳門每日時報 – the G80 is closer to a 7 series than the i4 which is somewhere between the 3 and the 5 series. Overall I would prefer to go with a Genesis given the reliability issues that BMWs have had for the past two decades.
The Disconnect on Undersea Cable Security – Lawfare – The fibre-optic submarine cable sector is a vital, but ignored, part of the world’s critical infrastructure. Many members of Congress and the U.S. government, see the risks to subsea cables quite differently than cable owners and manufacturers. Brookings Institute’s Joseph Keller examines this disconnect, suggesting ways that the policy community can protect and advance this critical industry.
Thailand
Thailand legalised cannabis and an industry boom occurred. A key part is trying to integrate and provide value to the country’s hospitality, tourism and travel sectors.
NTC Volcano or NTC Vulkan in westernised Russian is an information security firm (think Crowdstrike, HackerOne, Mandiant or the part of BAE Systems formerly known as Detica). Information leaked from the company show that NTC Volcano has played a major role in Russian state sponsored cyber attacks.
NTC Volcano also work on protecting large corporates and include Sberbank and Aeroflot. NTC Volcano has partnered with IBM up to last year.
Like the Panama Papers before it, it looks as if there is going to be a succession of NTC Volcano related stories over the next few weeks coming out by the participating media outlets collaborating on the reporting.
Alibaba Reorg – by Kevin Xu – Interconnected – so many motivations wrapped up in this from conglomerate discount to dissipating market power that made them such a high profile target for Chinese government attention
Current state of US-China relationship. This doesn’t take into account the dumpster fire of China’s relationships with the likes of the European Union.
How China’s Spies Fooled an America That Wanted to be Fooled – Lawfare – Rather than untangle the ways in which the MSS seeks to gather U.S. government or corporate secrets, Joske argues that the MSS’s greatest intelligence strength is its massively successful influence operation against U.S. political and business elites – reinforces a lot of the findings in The Hidden Hand by Hamilton & Ohlberg.
The lengths some companies will go… the amount of money, time and effort they will spend… just to avoid paying women of color.
Jodi-Ann Burey
The reality its that AI-generated models aren’t about systemic racism; but the creative class equivalent of John Henry vs. the steam drill, or the Luddites against textile manufacturing machinery. At a systemic view: when capital and labour come into conflict, capital wins.
The only stakeholder group actually being considered is the company’s shareholders. They are usually put in place for efficiency gains that are traded off against ‘just good enough effectiveness’. The need has probably been accelerated by the inflation in influencers prices and the need for a faster turnaround time.
Finally you don’t have to worry about breach of good behaviour clauses which might occur with working models or photographers. It started with virtual influencers pioneered in Japan notably Imma who first appeared in 2018.
How the security strategy of European countries has changed in recent years. TL;DR – the peace dividend is over.
Software
How to Save Android | Digits to Dollars – Android is not in good shape. After 16 years on the market, Android remains heavily fragmented. This requires developers to build hundreds (thousands?) of versions of their app, and consumers face a bewildering array of user interfaces. Developers are deeply frustrated by this. We know many software developers who insist on using an Android phone out of principal, but their green message bubbles stand out as exceptions. Consumers, especially young consumers (aka customers of the future) prefer iOS by wide margins – the problem is testing rather than developing lots of versions
Beyoncé and Adidas mutually agree to call it quits – A Wall Street Journal report states that this development comes a couple of months after Ivy Park witnessed a 50 per cent decline in sales. The label pooled USD 40 million in 2022, however, the news outlet showed a projection of USD 250 million. This is a massive shrink from USD 93 million in sales in 2021. – the latest collection looked more like high vis workwear than stylish activewear.
