Mistrustcasting: A Tale of Two Brands

One day recently, a high school math class decided to conduct an experiment to ascertain whether Oreo’s Double Stuf cookies actually contain twice the “stuf” – crème filling – as implied by the treat’s name.

The class’s work yielded the faintly damning discovery that the Double Stuf contain only 1.86 more filling than the original incarnation – a shortage of 7 percent. Hardly headline-making news, right? After all, most folks would agree that it’s close enough and simply applaud the teacher’s creative, hand-on approach to this classroom exercise.

And that’s where Oreo should have left it, but they chose not to. Instead, when contacted about the matter by Business Insider, the company issued a formal statement claiming the math class had reached an inaccurate total and that their Double Stuf recipe does indeed include fully twice the amount of filling. So Business Insider put together its own experiment, which came down in favor of the math class.

Oreo’s response made this story bigger than it needed to be, and as a result, the brand’s overall reputation took a hit. After all, if they felt the need to lie about 7 percent of their filling, what else might they be hiding? The cookie controversy served up good fodder for a few days of news bites and morning drive-time humor, but given the public’s lasting love for Oreo, the Double Stuf kerfuffle blew over in short order.

More than filler

The Double Stuf debacle is an entertaining – if relatively innocuous – example of just how easily the integrity of even the most well-known brands can be called into question. That’s why the task of building and maintaining trust in your brand is such serious business. For more evidence, let’s take a closer look at BP and SC Johnson, two huge corporations with very different approaches to brand integrity – and very different reputations.

Both companies deal in products under close scrutiny in today’s increasingly green-minded business and marketing environments. BP is the world’s sixth largest petroleum fuel interest, and SC Johnson is one of the world’s largest producers of household cleaners.

If you look at their advertising and PR, both companies use strikingly similar language, which is logical, given that each company has a vested interest in portraying itself as environmentally responsible and forward-thinking.

But the court of public opinion tells a very different story, making it clear that their efforts to define themselves are yielding drastically different results.

BP’s big problem

More than three years after the disastrous oil spill in the Gulf of Mexico, BP is still dealing with the aftermath on many fronts. In addition to the illegal practices which led to the spill, the company has been found guilty of felony for lying in its response to the disaster and has paid out more than $42 billion in clean-up costs, settlements and fines.

BP was found to have engaged in multiple deceptions before, during and after the spill. The company repeatedly refused to disclose accurate or timely information for months after the disaster, which resulted in a far greater impact on the environment than would have happened if the company would have been immediately forthcoming.

A visit to BP’s website shows that the spill still dominates much of the company’s PR efforts. That’s as it should be.

But even as BP touts its gulf clean-up efforts in carefully crafted feature articles, it releases defensive statements whenever its efforts and motives are called into question. For example, in a statement dated August 28, BP responds to recent allegations by the state of Louisiana claiming that BP has not adequately addressed the clean up. Here’s the money quote that leads the statement: "Any suggestion that BP has failed to address the clean up of the Louisiana coastline is both false and irresponsible.”

No acknowledgement of BP’s responsibility, no conciliatory tone indicating that BP is committed to repairing the damage it caused, no apology for all of the suffering. Just a hardline defense, with copy that reads like it was drafted by a stereotypical Hollywood lawyer. This antagonistic tone is at odds with the shiny, happy stories that appear throughout the special section of its site dedicated to the Gulf of Mexico restoration.

This stark discrepancy between rosy PR fluff pieces and sharp legal statements defines the very heart of BP’s brand integrity issue. This is a company whose practices are squarely at odds with the public image it attempts to project.

Start with the logo

Petroleum is hardly a “clean” business; the best any oil company can offer is diligent safety practices and commitment to mitigating its environmental impact.

When BP debuted its green sun logo in 2001, the flowery “helios” mark, it was a clear effort to position the brand as somehow “cleaner” and more environmentally conscious than its competitors. The green sun implies a very different focus than, say, an oil derrick looming over a seascape. Yet in the decade plus since its logo shift, BP has actually decreased its efforts in the arena of solar power, finally announcing plans to shutter them altogether in 2011.

The fact remains that BP is first and foremost an oil concern, with all the environmental risks that such companies encounter. Until BP’s research spending on alternative fuels exceeds the 50 percent mark, that logo is a blatant lie.

Follow the money

Many brands seeking to build trust with the public establish charitable foundations or make contributions to causes. With its image in desperate need of a reboot, BP has made significant donations to gulf cleanup efforts and regional charities that focus on hunger and housing. These are all high-profile, press-release-ready efforts.

It’s certainly better than nothing, and BP does seem to grasp the idea that it needs to spend big to show its concern.

But you won’t find much in the way of marine environmental research on BP’s books or any slowdown whatsoever in the company’s high-risk deepwater drilling projects. No, right along with its more environmentally friendly efforts like wind and biofuels, BP is still using the lion’s share of its research dollars to pursue the same kind of risky drilling that damaged the Gulf of Mexico so dramatically.

As John Bell writes in Forbes Magazine, “BP’s talk about caring for the environment was for naught, as its actions failed to match its message.” Small wonder that a site like boycottbp.com is still growing strong. Or that the brand ranked at number seven in MarketWatch’s 2013 poll of companies with the worst reputations.

SC Johnson’s evolving transparency

While SC Johnson certainly faces environmental concerns, it does have an inherent advantage over a company like BP. After all, a Gulf-scale tragedy is highly unlikely in the arena of household cleaners.

But this field carries its own set of risks. Many of SC Johnson’s products – insect repellents, cleaners and baby shampoo, to name a few – are used by families on a daily basis. And in the last decade, concerns have increased about how these types of products impact not only the health of customers but the greater environment as a whole.

In large part, SC Johnson has responded to such concerns with a careful trust-building approach that includes admission of mistakes and a proactive willingness to change corporate policy and behavior. While there have been a few bumps in the road, even their response to setbacks has been characterized by a tone that emphasizes responsibility over defensiveness.

Open policies

One major area of concern with consumers about household products is the ingredients. Many cleaners and air fresheners tout a natural, organic identity while their labels contain a long list of unpronounceable components unfamiliar to anyone lacking a degree in chemical engineering. In an effort to counteract this, SC Johnson launched its "What’s Inside SC Johnson" website in early 2009, where it has published complete ingredients lists for almost all of its products.

However, the company’s track record is not perfect. Its “Greenlist” label, featured on Windex and other products SC Johnson claimed passed its highest environmental standards, was the subject of several consumer-advocate lawsuits. Because the label closely resembled other third-party designations for independently vetted products, the suits rightly called into question the legitimacy of SC Johnson practice of promoting its own – potentially misleading – self-proclaimed green standard.

Response to criticism

One of the ways in which SC Johnson has been most successful in upholding the integrity of its brand is in its response to controversy. The company trades heavily on its identity as a family-owned business, something that can be difficult to buy given its global scope and multi-billion-dollar annual sales numbers. But when issues arise, it is not a corporate lawyer that does the talking for SC Johnson; it’s Fisk Johnson, CEO and true blood family representative.

In the case of the Greenlist issue, Johnson reiterated the company’s commitment to the environment, but admitted its misstep. “When you're out in front of an issue like this, it means that you're not always going to get it completely right, as was the case with this particular issue," he said.

SC Johnson has also demonstrated a willingness to change its formulas and policies ahead of any legal mandate – and also ahead of many competitors. The company has reduced its greenhouse gas (GHG) emissions by 42 percent since 2000, and it has installed two wind turbines at its largest global manufacturing facility, enabling that facility to produce most of its electrical energy onsite.

Integrity gets results

All of this earnest effort is certainly paying off for SC Johnson. In 2012, the United Nations Foundation for Social Change honored the company as a global Leader of Change, and in 2013, the company received an EPA Climate Leadership Award for Aggressive Goal Setting.

SC Johnson’s mix of staying true to its family roots, increasing transparency with customers and demonstrating a willingness to change combines to reinforce its reputation as a brand that operates with integrity. While the company isn’t perfect, its actions maintain consistency with its image. By any measure of consumer confidence, that’s a powerful – and to borrow from BP’s ill-used lexicon – sustainable strategy.

Behavior-Triggered Emails: The Secret to Boosting Your Open Rates by 152%

When it comes to email marketing, personalization is the secret to success. But how can you effectively personalize a tool that is by its very nature designed for mass communication?

The answer? Behavior-triggered emails.

Behavior-triggered email is a versatile personalization technique that allows your business to engage with customers at timely touch points. For example, when RunKeeper, a pedometer app, sends a message to one of their registered users with a prompt that reads, “You went running last Saturday at this time. Why not go for a run now?” — that’s a behavior-triggered email. Although highly personal to the recipient, messages like these are easy to automate by taking advantage of data points that are relatively easy to mine and collect thanks to modern technology.

While there is an almost limitless range of ways to execute behavior-triggered emails, the keys to crafting a successful campaign are specificity and creativity. To help you better understand what this is all about and provide inspiration that you can implement in your own marketing, let’s take a look at just a few of the brands that are using this tactic effectively to connect with their customers:

Harris Teeter: Welcome

The strategy: Sending a welcome email is standard protocol almost any time someone signs up for an account on your website or app. However, this message from grocery store chain Harris Teeter goes a couple of extra steps beyond extending the typical thank-you for registering.

First, it offers a discount on the service fee, providing an extra kick-in-the-pants incentive for new account holders to seize the day and place their first order.

Second, it takes advantage of this inbox inroads to remind customers of the benefits of their personal online shopping service and offer a few helpful hints for getting started, thereby reinforcing the sales messages that prompted the user to sign up for an account in the first place.

Soap: Come back

The strategy: In most relationships between customers and brands, there comes a time when the customer begins to drift away, whether because another competitor has caught their eye or because any of life’s myriad responsibilities and distractions have bumped their need for your products or services down in their list of priorities.

If it’s been a while since a customer last visited your site or made a purchase, it’s time to reach out and give them a gentle reminder that you’re still here for them, which is exactly the objective behind this message from Soap.com. Their approach is particularly effective because it is not just a one-time offer that might entice a customer back only to lose them again after making one purchase in order to reap the benefit of the discount. Rather, the offer code is good for every purchase made for two months, a smart sales strategy aimed at coaxing the customer back into becoming a habitual Soap shopper.

Williams-Sonoma: Abandoned cart

The strategy: Another staple of e-commerce email marketing is the abandoned cart reminder. While this strategy is not earthshakingly innovative, it is nevertheless effective.

Williams-Sonoma takes this approach to the next level by including a unique discount code that provides a strong incentive for the customer to return to the site – or the store – to complete their purchase. The code is valid for less than 24 hours, creating a sense of urgency to take advantage of the deal.

One caveat to this approach: You shouldn’t always include a discount offer in your abandoned cart reminder email, or you’ll run the risk of training your customers to put their desired items into the cart and then wait patiently for your message to arrive before checking out with their discount code. Rather, mix up your pitches and include a discount code in some messages but not all. Below is an example of a follow-up email from Williams-Sonoma that does not rely on a special offer to create an urgency to act but rather a mention of limited quantities and a reminder that the previously selected items will soon be cleared from the cart.

Old Navy: Product review

The strategy: If you’ve ever purchased something online, you’ve undoubtedly received one of these emails. Again, the reason they’re so popular is that they’re so effective.

Reaching out to someone who has already made a purchase from you to ask them to share their opinion about the product or services they received is a winning approach all the way around. The simple act of making the request conveys to your customer that you’re a brand that cares about your customers and their satisfaction. Moreover, when they click through to provide their review, you’re getting the benefit of a first-hand testimonial that will help you sell that product to future customers. You’ve also successfully brought an existing customer back to your site, where hopefully something new will catch their eye, leading to a purchase that will begin the cycle all over again.

Grovemade: Survey

The strategy: The survey request is another sure-fire winner. Similar to the product review prompt, the survey request conveys to the recipient that their needs and opinions are valued.

In this example from Grovemade, customers who have previously purchased a related product are sent a link to a survey to provide input to the company on the design of accessories for the new Apple Watch. This accomplishes two smart marketing objectives. First, it gives the company valuable insights to shape their new product line so that it delivers exactly what their customers want. Second, it creates anticipation among their customer base for an upcoming line of products even while they are still in the R&D phase.

Nike: Celebrate a milestone

The strategy: If you have a website or app that tracks customer activity, you likely have data that will allow you to recognize your customer for reaching a milestone, whether it’s a birthday, the anniversary of their becoming your customer or even a personal accomplishment based on activity logged via the site or app.

This example from Nike is a great case-study in how to make this particular approach work for you. In the email, Nike puts the recipient front and center by keeping acknowledgment of their achievement the primary focus. As a secondary message, Nike includes a “reward” for reaching this milestone in the form of a discount on Nike running shoes. While this is obviously a bit self-serving on Nike’s part, it’s also a great way to foster customer loyalty by providing an incentive to buy at a time when the recipient is most likely to be in need of their product.

The proof is in the results

Market research shows that behavior-triggered emails are a valuable but underused tactic. EmailMonks reports that open rates for triggered emails are 152% higher than those for traditional email marketing messages. Even so, over 75% of marketers are not yet using behavior-triggered emails or auto-responders.

A word of caution

Before you go all-in on behavior-triggered emails, take a moment to consider how your correspondence will come across to the recipient.

Online privacy is a hot-button issue these days. Just because you can capture and use data about your customers doesn’t necessarily mean that you should. The last thing you want to do is alienate a prospect or customer because you are blatantly tracking their activities without their consent. The best approach is to apply the principles of trustcasting and allow your customers to opt in to receiving your messages and to tell you what types of communication they’d like to get. The simple courtesy of obtaining permission can make all the difference between being perceived as a helpful partner or an obtrusive snoop.

Also, as with any email marketing strategy, make sure you don’t wear out your welcome in your customers’ inboxes. Use good sense and restraint in the timing and frequency of your emails. For example, if I browse your e-commerce store, don’t make a purchase, get an email, browse again but still don’t commit, are you going to send me another reminder that I still have items in my cart? These are the kinds of rules and parameters  that you’ll need to establish judiciously for your campaign in order to walk the fine line between smart marketer and pushy salesperson.

Getting started

If you’re not so sure about diving in without your water wings, there are tools that specialize in sending triggered emails, like Vero for e-commerce, Intercom for B2B and SparkPage for B2C campaigns. If email marketing is one of the primary vehicles you rely on to win and retain customers, then it may be worthwhile for you to partner with an experienced software development company to design a customized system that integrates with your website and your CRM and SFA systems to effectively capture and leverage the customer data you need to create the most powerful conversion engine possible.

Setting up an automated behavior-triggered email program does require an investment of time and tactical thinking upfront, but once it’s implemented, your company will reap the benefits of having a razor-sharp communication strategy that resonates with your customers by providing timely information that caters to their interests, preferences and habits.