The Art of Not Talking

Competing for attention in the age of information overload

The barrage of information coming at us these days is constant and unrelenting. From our news and social media feeds to our overflowing inboxes to the screens of our computers, phones and televisions, we’re surrounded at every turn by someone or something vying for our attention and trying to force their voice or message to be heard above the raging din of noise. As communicators, our instinctual response usually goes something like this: be more creative, more outrageous, more entertaining, more shocking – the list goes on and on. We want to make sure that, no matter what, we’re talking louder than all the other guys so all eyes and ears are on us. But what if there’s more to it than just dialing up the volume? What if there’s a better way to stand out from the crowd?

Turn down the volume, turn up the engagement

Normal communication between humans is a two-way street, a give and take. So why should the interactions that occur between companies and their customers be any different? Better customer engagement starts with mastering the discipline of being willing to shut up and listen. Truly effective communication is not just a matter of making sure that our point of view or our sales pitch is being heard. Better customer engagement starts with mastering the discipline of – for lack of a better term – the willingness to shut up and listen. The concept of listening is certainly not new, but in the age of social media when everyone has their own soap box, it is practiced all too infrequently. I was struck anew by this fact a few months ago during a casual conversation with a friend. His family had experienced a couple of rough weeks, thanks to a stomach bug that was working its way through their household, so I asked for an update on how everyone was doing. To be clear: I genuinely cared for and wanted to hear about the well-being of his family. But no sooner had I asked the question than my mind immediately turned to thoughts of my own family and the health issues we’d been dealing with of late. The moment he stopped talking, I launched right into a litany of my own troubles. Whether he was aware of it or not, I had done a terrible job, not only of listening, but of being a good friend. There’s a similar danger when it comes to your company’s relationships with its customers. It’s easy to become so wrapped up in strategizing and crafting the communication that you want to send out into the world that you forget to consider your audience. However, today’s customers won’t stand for being force-fed one-way marketing messages. When they realize that you’ve tuned them out, they’ll do the same to you in return. The likelihood of falling into the trap of narcissistic communication is especially great for well-established companies. When you have a history of success, it’s easy to assume that everyone loves you and you can get by on the status quo. However, past victories are no guarantee of future performance. As soon as you start buying into your own myth and believing your own legend, you’re on the fast track to obsolescence. It’s time to stop talking and start listening.

Tune out the noise and respond to their needs

Obviously, listening is not the answer in and of itself. If the solution were that simple, then this piece would have been called the “art of listening.” Because we are so inundated with information, we’ve all gotten really good at multi-tasking. We maintain a constant juggling act of phone calls, emails, status updates, web surfing and work tasks without giving our full, undivided attention to any one of them. As a result, mastering the art of not talking requires you to do more than listen to your customers. It demands the self-discipline to shut out all the other noise so that you can actually hear what your customers are saying, recognize what they truly need or want and respond to meet those needs. Once you relinquish your tunnel vision about “this is the way we’ve always done things, this is the way we’ve always communicated, etc.” and learn to bow to the wisdom of your tribe, the path to business growth will be mapped out for you. You’ll know how to innovate because your customers have told you. You’ll be in a position to own your market because you’re not just out there making noise, you’re giving your tribe what they really want.

Achieve a better balance

The point is this: obviously there’s a time and place to express who you are, what your company stands for and what you have to offer. But don’t let that supersede the need to listen and listen well. Focus on the quality of your interactions, not the volume. Whatever you do, don’t equate the ability to make noise with the ability to get and keep customers. All too many people want to boast about how many times a day they tweet or how many different social profiles they maintain, but sheer volume means nothing if the information you’re broadcasting is mostly worthless and the quality of your interactions is shallow and superficial. Instead, concentrate on being a balanced communicator. Speak when necessary, listen voraciously and respond generously. Your customers will thank you with actions that amount to much more than just words.

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McDonald’s "Pay With Lovin’" Campaign: A Cautionary Tale of Good PR Gone Wrong

During this year’s Super Bowl, McDonald’s ran a very interesting commercial, not about a special new sandwich or other changes to the fast-food giant’s menu, but about how customers may be able to pay for the items on that menu. Dubbed “Pay With Lovin”, this new promotion allows select customers to pay for their order with kindness of some kind. As shown in the ad, you can make a call to a family member and tell them that you love them, give someone a compliment, or even do a little dance in exchange for your Big Mac and fries. The ad itself is actually very well done and touching, and the entire campaign is an interesting change from a company that is certainly not seen in a favorable light by many consumers (McDonald’s is always at or near the top of “Worst Fast-Food Restaurant” surveys and lists). In this article, we will take a look at why this new promotion from McDonald’s is a good move for the company and what we may be able to learn from this campaign.

The perception of McDonald's

When someone says “McDonald’s” to you, what do you immediately think of? If your answer is “cheap, low-quality food”, then you are not alone. Right or wrong, McDonald’s has long been known by many for inexpensive, mediocre food. The company’s decisions over the years, like their “value menu” of very low cost items, has certainly contributed to this perception. Today, restaurants like Chipotle and Panera continue to grow in popularity by offering customers quick service, but with better quality (and more expensive) meal options than the traditional fast-food restaurants offer. These restaurants, often known as “Fast-Casual”, have taken business away from McDonalds while further cementing their place as the go-to location for that aforementioned “cheap food.” So how does McDonald’s start to move away from this negative perception of their brand – they begin by changing the conversation.

Changing the conversation

McDonald’s latest promotion has nothing to do with their food or their prices, the two things for which they are most commonly known in negative light. This “Pay With Lovin” campaign is all about fun and good feelings. It is part contest, part giveaway, and part customer appreciation event all rolled into one.  The campaign itself is a very interesting experiment. Between February 2nd and the 14th, each participating McDonald’s location will have 100 total “prizes”, with a select number of customers selected by random each day. Those random customers will be given the opportunity to “Pay With Lovin” and use a fun expression of kindness instead of money when they are ordering their meal. There is excitement to this promotion as customers wonder if they will be chosen for this “Pay With Lovin” opportunity. It also provides McDonalds with a great way to connect with those customers in a way that they have never done before. In an article on Inc.com, McDonald’s Chief Marketing officer, Deborah Wahl, says, “We’re on a journey of transformation and a key part of that journey is how we engage with our customers.” McDonalds realizes that to change the negative perception of their brand, they need to change the conversation, and they are starting that change by interacting with their customers in a fun way that is designed to make people feel good.

People are talking

Another great aspect of this promotion is that people are talking about McDonalds – and it is not in a negative way! The company has given customers something to get excited about and something to share with others. That moment of delight when a customer is informed that they can “Pay With Lovin”, and the fun that happens from that event, is something people can enjoy and then share on social media by telling others about the experience. This will further spread the good cheer and the positive vibes for a brand that has seen far too few of those in recent years. The fact that people are being nice and kind as part of this campaign just adds to the positive vibes of the promotion, and while I am sure there will be the occasional sourpuss who will refuse to engage in this idea (you can’t please everyone, no matter how hard you try), the majority of customers who are told their order is free if they simply spread some love will be happy to do so!

What’s next?

So changing the conversation is a great start for McDonalds, but what comes next? This promotion, as innovative as it is, is a short term initiative. Once this campaign is over, McDonald’s will be back to being known as that cheap, low quality fast food restaurant unless they make some additional moves in their business. If they want to truly change the conversation in the long term, they need to build on what they have started here – but at least they have found a place to start.

What can we learn?

So what marketing lessons can we take away from McDonald’s “Pay With Lovin” campaign?

1. If people are speaking negatively about your brand, finding a way to change the conversation is a good start to changing perception.
2. If you want to change the conversation, start with your existing customers and change how they talk and think about your company.
3. Engaging customers in ways that are fun and unique will get people excited and talking, which encourages them to tell others about their experience. The more people they tell, the quicker the conversation around your brand moves towards the positive.
4. A campaign like this is a great start, but if you have larger problems, you still need to fix those issues or risk falling back exactly to where you were before your campaign began.

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