The Sony Experience in Tokyo

I recently got back from a trip to Asia, including a week in Tokyo. Whilst I was there I saw a crazy amount of fascinating things, but one thing that really caught my eye was the way that Japanese people absolutely love brands. I believe over there they have even more emotional connection to brands than we do- however for completely different reasons. For example, they love designer clothes such as Gucci, Prada etc. but not to show status or wealth such as the Western world, but to indicate quality investment and good money management. I also noticed that despite an influence from the Western world- particularly the U.S., Japanese people love Japanese heritage and culture.

One particular brand which is celebrated and appreciated in Japan, one of, if not the most famous brand to come out of Japan- SONY. I was lucky enough to have the chance to visit the SONY experience centre in Ginza, Tokyo- the technology area of the city where the latest innovations are showcased. The SONY building is technically a 'showroom', but it was so different from any showroom I've ever visited before.

SONY have actually been able to create a free, fun and interesting tourist attraction which hundreds of people flock to see and experience. As everything was in Japanese (of course), I had no idea what I was about to experience before I stepped through the doors!

The whole centre was a showcase of the latest SONY products and effectively was a shop, but with a high focus on experience, understanding and a 'try before you buy' attitude. On the bottom floor was a huge aquarium, which I believe acts as a 'hook' to get customers through the door, but each fish tank was filled with beautiful fish and lined with dozens of SONY cameras which could be demoed whilst you tried to take photos of the sea of colours you could see before you.

Me and my cousin Mya in the SONY building aquarium, in a whale shark's jaw!

Camera demos within the SONY aquarium

Then as you went up the various floors within the centre, each floor was dedicated to a 'sense' or in other words a SONY product range, phones, tablets, laptops, speakers, TVs etc.

One of my masterpieces taken with a SONY camera

Each floor was totally interactive and didn't focus on salesy messages or price promotions, just purely letting the products speak for themselves and letting customers experience the SONY brand wholeheartedly- even the lifts were the height of technology (although being absolutely rammed full of Japanese tourists)

A floral display with ultra HD lenses to use

The centre also featured a customer service/ advice centre and lots of staff on hand to help. My favourite floor was the top floor which brought most of the products together to create an absolutely beautiful film, shot on a small island off the coast of Japan, featuring their beautiful marine life and mainly- the whale shark. This not only was shown on their enormous SONY TV, but had music blasting from their speakers, was shot on their underwater camera and used various filming equipment that was all available to buy. This really demonstrated how powerful the products were and what they were capable of. Throughout the film, the camera equipment used in each section popped up at the bottom.

For gadget lovers, the SONY centre is an absolute must, but even for little old-me, it was still worth a visit (not only because my marketing geek sensor was at an all time high) but also just to learn more about the brand, their commitment to innovation in technology and it was fun! There is even a SONY museum, restaurants and souvenir shops- they have really gone out to make this more than just a 'department' store.

Why is this such a great example of a fantastic retail experience?

Of course, this is an extreme example and it would be impossible to turn every retail store in to the phenomenon of the SONY building, but there are lots retailers can learn from SONY.

1. People like to see, hear, touch, smell, taste things

Interaction with products and brands creates an emotional attachment between a person and a brand, by effectively 'playing' with products, we imagine owning them and can remember them much more at points of purchase than seeing a TV advert or a review in a magazine. 

2. A prestigious brand means people will actually want to learn more about you

We all know the SONY brand, the SONY centre is not there to create brand awareness or as a status symbol in the Ginza district. It doesn't need to be, people will actually go to the area just to visit the centre. We've been brought up with SONY products, they are universally considered as valued possessions, back to the walkman and the more recent Xperia products. They create awe-inspiring products which make customers inquisitive about the technology behind them a.k.a. an opportunity for a sales experience. Create a prestigious brand and you can experiment with what you do to explain it.

3. Create loyal customers and you can start to create 'fandom's'

To SONY building was an absolutely technology geek haven- for SONY fans there is nothing better! The fact they have a brand following is any marketers dream! Brand ambassadors are worth much more to any brand than lots of marketing activities!

4. Bring your brand to life

Ultimately, a brand should have a personality and by experiencing this first hand through the SONY building, customers can understand this concept much more clearly.

Experiential campaigns I've been working on!

I've been a busy bee working on some really awesome... and some not so awesome campaigns lately. With my job, I really do have to take the good with the bad sometimes- some campaigns are amazingly well thought through and executed and some are disorganised, boring and frankly feel a bit pointless!

So I thought I'd let you know what I've been working on and what I thought worked and what didn't from a frontline point-of-view!

#BLUFREEDOM

This is one of the best campaigns I've ever worked on, yet when the brief came in I was a little sceptical as working with a tobacco brand can sometimes be seen as a little bit unethical and I wasn't sure what the reaction would be.

For those who don't know- blu is a US-based e-cigarette company which has just been acquired by Imperial Tobacco, based here in Bristol. The brand was launched in the UK back in 2014 through these launch parties, showcasing their brand values and providing a sampling experience for their target market 'party people'.

The blu brand is focused around music, appealing to a more 'alternative' customer and have a strong emphasis on technology. Their brand values seem very integrated in everything that they do and they remain constantly focused on what they are trying to achieve. I worked on a launch party for all Imperial Tobacco staff in Bristol- held at the uber trendy creative space in Bristol- Paintworks. The whole event was totally in line with the blu brand with blu cocktails and champagne on offer, top class DJs, technology everywhere and of course plenty of blu e-cig samples to try.

Great PR event with @ImperialTobacco & @blucigs celebrating their partnership tonight!! #event #publicrelations pic.twitter.com/f3kbWFmQRF
— Steph Clark (@stefclarkx) February 5, 2015

The reason why I really loved the campaign is that the party attendees were really, really able to experience the brand and gain a sense of what it stood for.

 Harveys/ Bensons for Beds

You might think this is going to be one of my more boring campaigns- but actually, it's one of the most organised and I think rewarding campaigns I've ever worked on!

I used to associate both brands with cheap, low-quality furniture and Harvey's recognised this view amongst their consumers and aimed to change these perceptions. They worked on a complete re-fit in stores and held a launch event across their stores.

I was lucky enough to work on the whole launch weekend within the Torquay store, where myself and my event colleague Molly were greeting guests, handing them sweets and communicating the new store launch to customers.

The store were really grateful to have us in for the weekend and we gained really awesome feedback! Despite the action being really simple, customers did not expect to be faced with a tub of sweets when they came in to the store and therefore their reactions were great!

Dove Men- +Care

I got the chance to work with Dove Men at the 6 nations rugby match- Wales vs Ireland at the Millennium Stadium in Cardiff- yes there are a few perks of this job! We were sampling Dove shower gels and driving brand awareness amongst rugby goers! Dove is one of my favourite brands and their ethos surrounding portraying 'real' men and women within their advertising is admirable. They aim to showcase an ideal man as a man who is comfortable in his own skin. 

As Dove Men is a key sponsor and supplier to the rugby teams- it was fundamental that their brand name was highlighted throughout the match and that consumers made that link between Dove and the rugby game. We had Dove ambassadors positioned at all exits handing samples to those leaving the game! It was a bit of a rush with 1000's of rugby fans to sample to- some of them had had a few too many beers and so was a bit of a challenge. 

Lovely team at the Millenium stadium working for @DoveMen today! #6nations #Cardiff #experiential #event pic.twitter.com/97mPclZ3Ll
— Steph Clark (@stefclarkx) March 14, 2015

Overall, the brand message was engraved in consumers minds and trial encouraged amongst hundreds of men and therefore I believe the event was a success! The place and target audience was entirely appropriate and well thought out as well as a perfectly organised event in terms of care taken and attention-to-detail, making this event a great success!

I have some really awesome events coming up in the next few months which I can't wait for! Keep your eyes peeled for updates and follow me on Twitter at @stefclarkx for more!

Steph

What IS experiential marketing?

Every time I mention my work in experiential marketing, I always get a funny look as some one asks "What on earth is that?!" even from people within the marketing industry, experiential or guerrilla marketing is a niche area which not all brands execute successfully/ to the best of their ability. However, some absolutely excel at it- and for them, it is a highly valuable and invaluable marketing tool which helps the consumer EXPERIENCE the brand.

Traditional advertising provides the consumer with visual and verbal communication- however experiential helps consumers taste, touch, smell and feel the brand- so this involves any physical interaction.... it can be described as 'events' to a certain extent, however not as one might think of conferences, festivals or fashion shows- however these can actually be great examples too! Can you tell why I love this industry yet?

It's actually a huge industry and brands are increasingly seeing it's value and spending more on exepriences and there are so many examples of how to execute great brand experience.

Heidi Cohen defines it beautifully "Experiential marketing enables prospects and customers to interact and connect with your offering in a way that creates memorable branded experiences. Based on these brand-related encounters, customers become more connected to and invested in your offering. This results in increased awareness and sales for B2C, B2B and NFP (not-for-profit) brands."

There's a great statistic which says something like "You are 10 times more likely to tell a friend about something you've experienced". It's a great way to set a positive image of your brand in the consumer's mind and they are so much more likely to remember your brand rather than a TV ad which they've seen amongst 100 others that day. You are also much more likely to share your experience on social media and these posts become ads in their own right- however this is when you are translating into earned media.

The aim is to acquire customers and achieve long-term brand loyalty and therefore achieve a lifetime customer.

In order to be successful, brand experience activity must;
1. Fit with your brand values and communicate them in a way in which the customer understands them.
2. Exist in a space where your target audience are present (of course- that step exists for any marketing activity, but there's no point sampling men's aftershave at a Beyonce concert....)
3. Allow it to be social! Encourage people who take part to share their experiences online through #hashtags, photo sharing or taggable 'check ins'- for every person who takes part, there could be another 100+ who see the experience and see it as desirable!
4. Encourage some sort of emotion- whether than be fun, humour, delight or just thoughtfulness or consideration!
5. Use trained and well-briefed staff to represent the brand correctly

Great examples of brand experience in action

Coca-Cola

How could I not mention Coca-Cola, these guys are the absolute kings of experiential marketing and they absolutely excel at using experiences to engage consumers, deliver their brand message and create shareable content. I've worked for the brand a number of times and they are constantly executing well thought out, consistent, clever events. They have hundreds of examples from the coca-cola truck to share a coke bottles printed in shopping centres, this being a particular favourite: 

Haagen-Dazs

This is a pretty standard campaign- but of course effective as the brand is fantastically represented in a number of methods which allow the consumer to interact. The campaign involves sampling, photo (so the consumer can take away something physical) and a competition. Great touch points which last outside of the event. They also managed to get their brand heavily covered across the fashion event.

Pepsi

This is a brilliant use of technology and Pepsi's video went viral which can be an important objective when executing campaigns. I can guarantee those participants definitely told someone about their experience!

Audi

Another example of how technology is driving outstanding brand experience from Audi. There really is so much more brands can do to engage their audience. This is directly related to the product and therefore conveys innovation, forward-thinking and creativity.

 In summary- experiential marketing is physical, tangible, conveys emotion and happens in real-time.

Back to student life, event management and experiential marketing

I'm in a bit of a strange position at the moment, I finished my placement year at IBM and my summer internship at Vet's Kitchen back in August and since then I've come back to university to finish my degree. I'm in a weird place as I really miss the real marketing world of work and I find that studying now at university isn't really challenging or testing me so I can't wait to graduate!

However whilst I'm studying I am working part-time Freelance with a number of marketing agencies and experiential agencies representing so many different brands! This has given me the chance to really get experience in executing marketing campaigns and it's so interesting to see the strategy and planning behind them (the area I want to get in to)!

Here are a few of my favourite campaigns I've worked on recently:

Diet Coke:

 

Cheeky sampling day in Swindon & Chippenham pic.twitter.com/utGwHHWOSI
— Steph Clark (@stefclarkx) October 2, 2014

I worked with Diet Coke on their 'hunk' campaign which you might remember from a few years ago.... The background of the hunk campaign can be found here

They released a new TV ad with the strapline "Diet Coke Break" and featuring a lovely hunk! They then executed a Diet Coke sampling campaign and we set up in Swindon town centre with our hunk in-tow! He had photos with members of the target audience aka 17-30 year old females which were shared on social media and they were free to enjoy their Diet Coke break!

I really liked the campaign as it really translated from TV advertising to the brand experience, an important concept when bringing brands to life and translating the brand image across channels.


Kraken Rum:

I love my job 😆 pic.twitter.com/IzdRohCOO4
— Steph Clark (@stefclarkx) September 20, 2014

We were given the exciting chance to work with Kraken rum, a brand which has recently launched in the UK on working on their nightclub tours.

The Kraken is a mythological creature resembling a giant squid which lives 3000 feet beneath the sea. By playing on this brand 'story' we were able to engage nightclub goers with the brand and it's heritage. We also had our deep sea diver character which allowed a photo opportunity which could then be shared on social media, in addition we gave samples of the rum and provided discount codes for an 'Ink Bomb' at the bar. Then the 'Ink Dolls' provided a fire breathing performance assisted by a celebrity DJ and our very own deep sea diver!

I thought the way that the brand told a story was very impressive and allowed a talking point around delivering the shots and ultimately allowed the target audience to remember the brand. The brand is already huge in the US and they are fastly becoming one of the leading rum brands in the UK. Their website is absolutely brilliant and paints a perfect picture of the brand here.


Macmillan Cancer Care:

Come and run the marathon for @macmillancancer outside the arndale 😊 pic.twitter.com/EN7mWUHRHi
— Steph Clark (@stefclarkx) September 13, 2014

Macmillan set up a marathon track along Manchester's Market Street and encouraged members of the public to run a small percentage of the race which would all ad up to the 26 miles in a marathon. To run they were to donate £3 by text and their photos were shared on the Twitter page.

The event was an absolute success and we raised hundreds of pounds for the charity, engaging lots of people and creating a buzz around the city! I think it was a great way to encourage donations and create awareness of the brand without having pestering fundraisers or simple collection bins. It was a really creative idea which I thought was really effective!

Vanarama:

#vanarettes at Bristol rovers today!!! pic.twitter.com/bzIKXzaCJG
— Steph Clark (@stefclarkx) August 9, 2014

Vanarama are the new sponsors of the Conference league and for the first match of the season we wanted to create a huge buzz around the brand as it was appearing on BT sport so it was a great opportunity for the brand to gain some coverage!

We positioned ourselves as cheerleaders spelling out the letters in Vanarama and engaged with fans, cheered for the cameras and gave out merchandise.

The brand also offered a deal that with every purchase of a Vanarama van, £100 would go back into their club so it was great to speak to fans about the offer. The campaign had a lot of reach and highlighted the brand in a great light for the start of their sponsorship!


As you can see, experiential marketing is an amazing industry to work in and can be so varied from sampling to brand awareness to sponsorship! It has given me exposure to the marketing world and how these campaigns are executed and the thoughts behind them! I can't wait to continue working in the industry!

Stephanie

Social Media Day @ Ogilvy

Hello!

So a couple of weeks ago I got the opportunity, with my team, to visit one of IBM's suppliers. We spent the day at the Ogilvy offices in Canary Wharf discussing the issues around social media and digital marketing. Ogilvy are one of the biggest marketing agencies in the world so you can imagine how excited I was to spend the day with the IBM account team and to visit their UK HQ!

The office for a start was amazing! Set in Cabot square in Canary Wharf- it was my 1st visit to Canary Wharf but it is definitely somewhere I can see myself working! The office was a really creative, modern and stylish setting (much different from the IBM offices...)

We got to hear from a number of interesting speakers and discuss issues around social media that the team had. As you may or may not know (having read this blog I hope!!) social media is one of my passions and something which I think I can talk about with a level of knowledge and experience- therefore I really found the day beneficial and enriching!

We discussed the importance of content on social media and how it shouldn't just be a selling page, delivering content to your target audience means they will use your owned media sources as an information source and this will therefore enhance their experience- meaning your brand is a) a trusted source b) in the forefront of their mind c) not thrust upon them in a sales perspective and therefore they feel as though they are making an informed decision rather than being sold to.

A problem that arose was that HOW can this content be created by a marketing team alone? Especially in high investment/involvement purchases where a great deal of inside knowledge, expertise and specific information is needed, how can a small, specific marketing team manage a social media presence? We also considered how difficult it is to measure the effectiveness of a social media presence, especially in terms of return.

Aside from these issues and concerns, there was an understanding from the day as to the relevance of social media in a B2B environment. Most people consider social media essential in  B2C marketing but don't often associate marketing with B2B, however we were given the idea that it is not a new concept in this market. Networking has been a key part of a B2B organisation for a long time, this is just a shift in how key decision makers connect with their peers.

When marketing in a B2B context, the focus must be on a peer-to-peer basis, rather than brand-to-consumer.

This was the key concept that I recognised from the day, a quote from one of the presenters, "social is a behavioural reality, not just a channel". This gave me a lot to think about...

For example; key decision makers in an organisation who are invited to attend numerous events are more likely to accept an invitation if they are invited in a person to person invitational context.

This brings about the key rule when using social media in B2B: Make it personal

After discussing these issues and concepts, we had a presentation from someone at IDG, a technology media company- they publish magazines and online media all focused on technology throughout the UK.

They showed us the results from their engagement study found here...this reinforced the messages we had heard from Ogilvy and discusses Twitter and Linkedin as the primary B2B social networks. It was an interesting presentation and gave the team a lot to think about.

We then heard a presentation from Linkedin who showed us some interesting stats about how much reach Linkedin can provide when trying to target other businesses. Social media has provided an interesting platform, you may think that "stalking your ex on Facebook" is purely for entertainment purposes, but in reality- how much better to understand your customer's likes, dislikes, interests and connections than to have it written plainly in front of you on Linkedin?

Linkedin presented us with this idea and explained how the increasing use of Linkedin means B2B marketing teams can tailor their marketing messages based on their individual target recipient's behaviour, connections and experience.

The presentation was interesting and reinforced the idea of personal, direct, individual, relationship marketing which I believe is fundamental in any B2B environment.

I thoroughly enjoyed the day and can honestly say I felt at home in the Ogilvy offices- I would love to work there! It was one of the best days working at IBM that I have had so far!!

Views and opinions are entirely my own- Stephanie Clark