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Category: Branding

Five Questions For Tony Chapman – Capital C

Mitch_tony_portrait
Tony Chapman is the CEO of Capital C, the first non mass agency to win Marketing Magazine’s coveted Agency of the Year. Capital C is involved in new product development, ideation, and the amplification of their ideas across every consumer touch point. Their strategies and creative executions have been acknowledged with over 50 International or National Gold Awards, in the past four years. Tony is a recognized speaker, and his opinions appears regularly in the mainstream broadcast and print press. He writes a blog with his Creative Partner Bennett Klein and it can be found at www.capitalc.net (To see the video head to the bottom of the post.)

One Degree: What was the genesis of “Bride Wigs Out”?

Sunsilk Canada has a successful launch last year, but its tough to maintain the consumers attention, when the shelves are crowded with options, and the consumer is being bombarded with 6,500 messages a day. The USA team had come up with the ‘Wigout’ insight that our consumer target can have an emotional reaction to bad hair.

One Degree: How does the video sell more Sunsilk?

We felt that Wigout wasn’t ready for Prime Time. We needed to seed Wigout into Pop Culture and our targets vernacular – to set up the problem, so that our Prime Time Campaign, Stop the Wigouts will be more effective.

One Degree: It’s interesting how mainstream media got involved in this as the story started to evolve around the origin of the video, its subsequent removal from YouTube and then the public “outing” of the actors involved. How much of this was planned from the outset and how much was just going with the flow?

I can’t comment on an onging campaign other than to say we are thrilled with how the viral campaign crossed over to mainstream media, and in turn the fame that was showered on our Toronto Actors and Director.

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Branding 101: The Tale of Two Contact Centers

For those of you who still don’t think that your customer’s interaction with your contact center is a more important reflection of your brand than everything your marketing department does in a whole year, please read this post. 
I present to you the following tale of two very different experiences with the contact centers of two competitive services which reinforced for me where real brand building occurs in the eyes of our customers. 

The story begins when a certain Internet marketing guy, let’s call him "Ike", wants to ensure that he registers all possible permutations of the URL for a new company that he is starting.  Now Ike has a friend whose company owns a domain registration business, let’s call him "Ben".  Ike wants to support Ben so he uses his company’s service to register his domain. 
Unfortunately while Ike is trying to complete the on line transaction through the website of Ben’s company, he encounters an error related to his credit card. 

Essentially the service won’t accept Ike’s credit card for some reason which makes no sense to Ike as he uses it all the time, but hey, things happen, right?  As a marketer though, Ike realizes the importance of this moment for this particular company.  You see, this is a problem that has occurred at this company’s virtual till, the most important problem for any company to solve.  You have a qualified customer ready and wanting to buy something from you and he can’t for some process reason.  Unfortunately, this opportunity is where this particular company goes off the rails.

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