Conversations with Consumers

Working around shifting is a moving goal post! As soon as one completes one area, a totally new one stares in your face and quietly takes the weekend away.

Last week, I attended many FGDs for a client project. While I am not an ardent admirer of this research tool, a lot of our insights are mined this way. Was giving some tips to my junior. Sharing the same...They are not in any particular order/ emphasis.

1. Capture more verbatims(as many as possible) - the actual consumer quotes. There are two purposes it serves.
(a) it's more evocative /rich/ has a nuance which may have been overlooked earlier
(b)it helps you later to weave a better narrative...

(Remember the first notes are like an FIR. Just write all the stuff, don't analyse at this stage or try to give structure to the discussion/ thoughts.)

2. Even before one enters into a GD as observer/ moderator, it's important to have a POV. Don't be rigid on your point of view(POV) but ask questions to vet it/ or drop it.

3. Compare stuff - with what you know before the FGD and what gets said during the FGD. I believe research is a dynamic, on-going conversation which we must have with consumers/ people. Also they are just 6-8 normal people in the room. You don't have to treat their word as gospel. They are capable of lying, speaking rubbish, rant because they are bored...Over time, one learns to separate the wheat from the chaff!!

4. The Importance of the Deviant/ Stray Comment
- Never underestimate the importance of the small comments, stray comments. They can lead you to places your original discussion guide couldn't have/ never intended!

5. Stories
Capture real life stories as vividly as possible. They are rare. They are true. They often are stranger than fiction...They give you a glimpse into the shifts and the drifts as nothing else can.

Then later during the analysis phase try to find out what - the motivations were
- Why they recounted those stories.
- Any hidden/ deeper meaning.
- What could a brand/ your brand learn from that story.

Good researchers and planners are story collectors and raconteurs!!
Keep mulling over the thoughts. Reflection when the FGD is done is very important. Research(any research) is not a power-point to be made, presented and archived...It's an on-going conversation with the consumer and with oneself!!

Kuch Aur ZooZoo...

My friend Reshma sent me these making of the ZooZoo pix and Shubho wrote a note on the Zoozoos on fb which triggered some more zoozoo-istic thots!

- Conversations once started have a life of their own. You can't CONTROL them anymore...You can only(maybe) guide their course. You can't own the beta tape of the conversation. Nobody can...

- The more content you give-away, the more they get used, recycled/ threaded back/ enmeshed into the conversation. Here we need to think like Bollywood. The trivia around the actors/ stars, the shooting, the making of the ZooZoo DVD all become a part of the conversation.

- But why the hell would a brand(in this case Vodafone) with stuff to sell and a life beyond this one campaign to be lived invest so much thought into sth which would have a short shelf life in the larger scheme of things?

- Maybe in this converged increasingly digital-at-the-upper-crust era, there is space for small ancillary companies that can make a living out of fanning the branded conversations - the T shirt makers, the zoozoo-sodes guys, the zoozoo-phics(graphics maker), the zoozoo short films, the zoozoo games/ widgets.
It's like the ipod and it's eco-system...

- What we are witnessing is a mass ripple of adulation. Not so much for the brand but for the cute quotient of these funny characters, which can be digitally aggregated at digital hang-outs like facebook, youtube, etc. We now need companies and smart people to make use of this hanging out.

- What's the paid-for-coffee in the zoozoo barista? What's the top-up:-)

Next post - Room 16!

Mere Pass ZooZoo hai!!

Amidst all the IPL hoopla, the new series of Vodafone ZooZoo ads stand out. You can read the entire story of the making, the production, the props and people involved in the campaign here at afaqs... Ads on youtube here.

Was speaking to my friend Kumar @ Ogilvy after browsing through the zoozoo fan club on facebook(it's got > 26K fans!!) a while back and then generally thought about the zoozoos...

1. Talk Value. It's a great example of awesome creatives generating a natural buzz for the brand in internet time. With the top end of the audience now digitally immersed, they are commenting on, participating in the zoozoo conversation.

Also the brand is giving back enough stuff - wallpapers, screensavers, ringtones, IPL related offers, special tag-me images, Zoozoo sounds(Zoozoo laughter and music tracks, ad previews, Twitter updates etc.

2. Stories. But is that enough? Perhaps not. Maybe there is space for an entire zoozoo world with zoozoobeings with their zoozoo antics! In a digital world, the digital creative has an infinite life and therefore if you have great creative content like the 'zoozoos' one could look at creating more stories for niche consumption and popular culture seeding. Of course vodafone has done good stuff through the zoozoo quizzes and contests!! But there is scope for much more.

3. Conversation Creative.Zoozoos are a great example of a new creative style - the conversation creative where the TV creative generates great and ongoing conversations in the digital world(and of course the offline world as well). The 26K+ fans on facebook, the 84 comments on the afaqs article, the twitter fan following are all adding on to the conversation.

While I quickly scanned through the comments on afaqs, stumbled upon some zoozooisms- "Mummy mujhe zoozoo lagi hai", zoomply great, keep zoo zooing, zoo che!!!

This is a new strain of co-created conversation creative that is being created in real time and the agency and brand team can brainstorm how best to make use of it...

It is interesting content which can either die a natural death or put to better use!
Also, is the brand bold enough to open up the Zoozoo creative for the consumers to play! A campaign that can create 26K fans in a short time has great UGC potential.

4. Amplification. The other area where brands need to put more focus is amplification of the 'core idea'. A great and viral-ble idea like the zoozoos should now be amplified and seeded into popular culture. Of course the facebook, twitter stuff is good but perhaps it needs to be amplified through the mobile phone to really blow up the idea in a big way!!

5. Surprise is the new consistency. In the consumers-are-bored-and-networked era, brands must learn to surprise their followers rather than needlessly bother about consistency. Zoozoos have nothing in common with the pug(apart from the simplicity and cuteness quotient) or the Vodafone boy-n-girl, yet they make for arresting memorable stories. The consumer mind has evolved to a stage where he/ she can store these multiple stories and enjoy them and connect them back to Vodafone.

We shouldn't worry too much if the Zoozoos get more Talk Value in the short term than Vodafone itself! Zoozoos, the pug are cute characters , obviously they will get talked about more than the brand name...

Once again, some inspiring stuff from Ogilvy and very digital-media-friendly creatives...

No Entry To Brands

I hate the term social media. I feel it lowers the value of both 'media' and the concept of being social. The term is just a convenient envelope to help brands/ commercial media trespass into the private space of people more indiscreetly than ever before!!

Some time back had stumbled upon this post by Richard Huntington which splendidly captures my sentiment. Do read the post.

By trespassing on spheres of conversations between real people, brands reveal their fake selves even more quickly than before.

Social media must not end up being a 'Selling Ground' for brands...The sooner marketers realise this, the better. Because the people out here are smarter, with more IQ, more EQ, more creativity, more environmental sensitiveness than what mass market brands would have ever come across!!

The cost of a backlash to an intrusive brand sales pitch could be quite high in the long term!!