Monthly Archives: November 2008

… and today’s buzz word is ‘Enfacing’

I am grateful to Chris Arnold in his latest Brand Republic blog for introducing me to a new consumer empowerment buzz word – Enfacing … by which he means the positive adaptation or customisation of a brand’s advertising, as opposed to ‘defacing’, which is purely destructive. The Bubble Project he describes is the logical extension [...]

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Orange loves its critics

A great example from Orange of adopting Jeff Jarvis’ mantra to ‘Love the customer who hates you.’  Google ‘Orange broadband’ and pretty high up the rankings you will find the forum  Rather than see this as a potential threat to the brand’s reputation, Orange brand director, Justin Billingsley, has been smart enough to spot the opportunity.  His quote [...]


The End of the Expert?

An interesting article by Richard Morrison, in The Times, highlighting, what my co-writer David describes as, ‘the death of deference’ to expert opinion and questioning the prevailing faith in the Wisdom of Crowds. He clearly exaggerates for effect when claiming that ‘the internet has been the prime driving force, spreading the pathetic illusion that all knowledge [...]

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Never underestimate mum power

In our book we describe various examples of how online communities of mothers have been able to change corporate behaviour, including forcing Woolworths to delist a range of bedroom furniture for young girls called Lolita and stopping Tesco from selling a pole-dancing kit within the toys and games section of their website. In another great [...]

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P&G takes a cautious approach

In a previous life, P&G’s head of marketing, Ted McConnell would have been burnt for heresy.  In a recent US conference he argued that ‘social networks have no right to monetise their customer’s conversations’ and that ‘advertisers should be wary of encroaching their customer’s personal space on social networking websites’.  His polemical attack on all [...]

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Osborne’s search for the inner chav

It has been reported that Shadow Chancellor, George Osborne, is receiving voice coaching so that he comes across as being less posh and more a man of the people.  This seems like a strange move, especially in the light of Boris Johnson’s success at making a virtue of being everyone’s favourite posh bloke.  Rather than waste time [...]

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The need for speed

Another great post from Rory Sutherland on a wide range of themes connected to queuing.  The bit I find most interesting is what he describes as ‘the insane new expectation of speed’, especially among younger consumers who have grown up in the instant click world of the internet: “When they send an email, for instance, or text [...]

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The perversity of crowds

The British television public appears to have discovered a new sport; baiting the judges on talent shows. The continued presence of John Sargeant on Strictly Come Dancing and Daniel Evans on the X-Factor, despite the opinions of the judges, shows a wonderful perversity on behalf of the viewers. And the more the judges protest, the [...]

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Blears don’t surf

Great post from Nick Stringer about the ambivalent relationship than politicans have with social media – is it a means of reinvigorating democracy (the Al Gore thesis) or does it merely provide a outlet for cynics and lunatics to undermine the political process? Hazel Blears is mistaken to argue that political blogs are written by people with “distain [...]

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China discovers consumer power

The Chinese government has traditionally shown little willingness to embrace the concept of consumer empowerment.  The country’s 160 million internet users have never been allowed to use the online channel to criticise party officials, that is until now.  In a landmark case, a senior government official has this week been dismissed for assaulting an 11 year old girl, following [...]

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