Engaging always-on consumers in real time requires brands to completely rethink how they create, curate and share content, Coke’s Wendy Clark said last week during keynote remarks at the 2014 Cannes Lions International Festival of Creativity.
In a seminar titled
#AnyGivenTuesday, the president of sparkling and strategic marketing for
The Hub, a network
of 23 customer interaction centers around the world linked to an Atlanta-based hub, analyzes social conversations about
Clark shared a handful of lessons Coke has learned on its real-time marketing journey:
1. Silence is not an option. “In a socially networked world, you must engage in conversation around your brands or company,” Clark said, noting that consumers -- especially Millennials -- value brands that communicate openly and transparently. “If you’re silent, your truth will be filled in for you.”
2. Speed trumps perfection. Clark stressed the need to produce authentic, contextually relevant “work that matters” and cautioned the audience of marketers to value quality over quantity. “The world doesn’t need more content,” she said. “The world needs more good content.”
Co-creation is key. Noting that up to 85 percent of all social content about
4. Culture matters. “You can’t operate effectively in our social reality with a hierarchical organization,” Clark said. Through new models and approaches to content creation such as The Hub and The Hustle, Coke is empowering marketers at all levels to drive real-time decision making. “And you’ve got to experiment and innovate out in the open,” she added. “For a 128-year-old company like Coke, that’s a great thing.”
5. Learn more, guess less. Real-time marketing yields metrics immediately, enabling marketers to be “more precise and more predictive.” “When we’ve done something wrong, we know because our fans, friends and ‘hand-raisers’ let us know,” Clark explained.
Clark, who hosted a Twitter chat on @CocaColaCo following her session, shared several real-time marketing elements from “The World’s Cup,” Coke’s global campaign for the FIFA World Cup celebrating football’s inclusive spirit through more than 10,000 pieces of content published in 175 countries. On April 2, Coke introduced a series of inspirational films from the campaign on its first-ever global digital launch day, creating more impressions in a 40-hour period than the preceding 90 days combined.
Coke is sharing the
“World’s Cup” creative reins with its consumers. For example, the brand invited
one of its fans, Joel Robison, a special education teacher and photo hobbyist from Canada, to
serve as the official “blogtographer” of the
90-country FIFA World Cup Trophy Tour and fuel The Hustle’s newsroom with shareable content. The
“When you really lean in, coordinate and fuel something of meaning and magnitude, and when you have great content, you can have a great outcome and impact,” Clark said.
And the Winners Are...
The Cannes Lions International Festival of
Creativity is widely considered to be the world’s foremost celebration of
creative excellence in brand communications. Since winning its first Cannes
Lion in 1967,