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Post #1- Cluetrain Manifesto

When the Cluetrain Manifesto was published it turned the world of business on its head. The impact that consumer-company interaction would come to have on business, as well as how the internet tied into it, was barely conceivable. This made the Manifesto quite the piece of outlandish literature. Now, however, many points from the 95 Theses of the Cluetrain manifesto are evident in every business. Some businesses fare much better than others, however. This can be indicated by how many of the theses any company adheres to, much of it also has to do with how they utilize social media to achieve their goals. 

One brand that comes to mind is Kiel James Patrick. This brand, which is often shortened to KJP, is named after one of its founders, Kiel. He and his wife/co-founder Sarah are native New Englanders who began working together selling vintage clothing items. They eventually shifted gears and began selling their own sailor knot accessories, which expanded into self-designed jewelry and clothing.

“Before the couple began making $40 upscale camp bracelets with anchor-shaped clasps, they haunted New England thrift stores to supply their online vintage clothing shop, Wicked Vintage. The clothes sold better when they photographed themselves wearing them, they said.

Steven Kurutz, The New York Times

Even today with their newer, larger, and more original business, a major appeal of Kiel and Sarah’s company is that the photographs are often personal. Rather than these individuals being simply owners and creators of the company, they are also the face of the company. Their family, their lifestyle, and their thoughts are all integral to how the brand is portrayed and to how closely the consumer identifies with it.

Kiel and Sarah pose with their son, Harry, and pup, Bennie, in front of their house. All donned in KJP attire, the family posed for a photo that would be used on the company Instagram.

This form of social media presence struck me as something quite similar to what the authors of Cluetrain idealized. KJP is undoubtedly human. The line between company, employee, and consumer is exponentially blurred when many of those involved are part of the company’s social media story. Indeed, aside from the official @kieljamespatrick Instagram, both founders have their own public Instagram accounts– Sarah also has a blog– which allow consumers to even further glimpse into the lifestyle and narrative that KJP has upheld. These are all forums on which consumers can have real interactions with the faces of the company.

“Companies need to come down from their Ivory Towers and talk to the people with whom they hope to create relationships.”

Thesis #25, The Cluetrain Manifesto

Another key component of Cluetrain is that the consumers are also the employees. A company must recognize that its employees are often part of the community it is trying to sell to. KJP recognizes this and utilizes it fairly well. For example, instead of seeking out random models for their shoots, they use their own friends who often work in the world of Instagram blogging and photography. The “preppy” blogging community on Instagram is where KJP makes the majority of its sales. This community is very connected. It makes a much greater impact when consumers see their fellow bloggers sporting the brand and taking part in the conversation, rather than outside influencers.

Sophie Schumacher (left of Bennie the dog) and Eric Dent (right of Bennie the dog) are two examples of people who are closely tied to the KJP family as well as the brand. Both have large social media presences as individuals. Sophie has 41.2k Instagram followers while Eric has 29.2k Instagram followers.

I may be biased by my love of the company. But that being said, if I love it they must be doing something right!

Social Media Mayhem

What should social media platforms be doing about the spread of hate and misinformation, and how are they responsible to mitigate the use of our data for targeted posts and advertising?

Big data. We’ve all heard of it. And if you’ve kept an eye on the news, you’ve probably heard about some of the implications of it. We live in the digital age and every single person has a digital footprint- a stream of information that creates the most comprehensive profile of a person imaginable. In some cases, this big data lends to really beneficial outcomes for consumers. However, the switch from mass-marketing to micro-marketing and microtargeting has also opened the door for misdeeds and misinformation. 

Even before microtargeting became a political issue, the internet has been home to political problems. Time and time again it has been proven that social media’s design inherently divides. This article from The Atlantic outlines the dark history of social media platforms. Jonathan Haidt and Tobias Rose-Stockwell describe how platforms have made it increasingly easy to share posts and how this, in turn, allows inflammatory posts (true or not) to achieve viral status.

Additionally, social media algorithms use big data to predict which posts will be popular to which users. This is NOT beneficial, because it narrows individuals’ worldviews- and often creates an even greater divide among those who already have polarized views. Pew research has collected data on partisanship and how the political realm has grown increasingly polarized over the years:

This data was found here.

The divide between those who are actively engaged- presumably, those whose feeds would be curated to reflect their strong views- increased drastically between 2004 and 2014. Haidt and Rose-Stockwell

While it is important for candidates to be able to reach individuals who may identify with their platform, it is dangerous to use these individuals’ data to manipulate them. 

Psychographics are “market research or statistics classifying population groups according to psychological variables (such as attitudes, values, or fears).” They’re also what Cambridge Analytica used to help Trump win the election. The 2016 election is a prime example of the dangers of companies like Facebook allowing third parties to utilize user data. The CEO of Cambridge Analytica, Alexander Nix explained that through the data they collected they were able to create personality profiles “for every single adult in the United States of America.” By knowing what each individual values, for example, the Trump campaign could give them a different reason to support his stance on gun control. Even further, they could hand-pick topics that directly aligned with the user or struck a chord with them, which was easy since Trump’s stances and politics jumped around from day to day.

Cambridge Analytica took advantage of Trump’s fickle stances because through these stances, they could find a topic that resonated with social media users of all psychographic backgrounds. You can find this image here.

There are two sides to every story and this is ever true in the realm of targeted political ads. I previously mentioned how consumers benefit from algorithms and big data that is used to send them targeted ads. In the digital age, it is so easy to find a good deal on the “product we didn’t know we needed” or to find out about a flash sale on a site we love. Ultimately, both company and consumer benefit from micro-marketing. One journalist argues that using big data in politics also creates a beneficial connection, this time between political figures and their constituents. Despite the dangers of “fake news” and manipulation, journalist Chris Wilson believes in the utilization of microtargeted political ads:

“Every segment of the economy, not just campaigns, uses data analytics to communicate directly to their constituents, clients and customers. Addressing false ads in a free society does not require constraints on speech but rather transparency on the part of the advertiser, as Facebook now requires through full disclosure. In fact, with transparency, microtargeted ads are equally likely to be true as broadly delivered ads.”

“Getting rid of microtargeting in political advertising is a terrible idea.”

The key word that stands out to me in Wilson’s piece is “transparency.” Transparency may be one thing that keeps social media users vigilant. When the whereabouts of the information we are receiving are shrouded, it can be far too easy to accept something at face-value. If targeted ads have disclaimers about where they came from and what other information is available, they’d have the potential to be as beneficial as Wilson suggests.

Social media is an equalizer. I agree with Wilson that online ad campaigns can give newer politicians a chance to grow a base of constituents with whom the politician’s policies resonate. Perhaps transparency in the use of this tactic- a full disclosure of information- can enforce this beneficial world of microtargeting, unlike what the world saw with Trump’s election and the Cambridge Analytica scandal. Trump used contradictory messages in order to target and appeal to different voters. And since social media platforms generate such a narrow, customized user experience, it is likely that those users weren’t aware of how they were being manipulated.

If social media platforms took responsibility to uphold policies of transparency, I believe that a balance could be struck between the banning of microtargeting and the manipulation of it. The problem stems deeper, of course, into whether or not these companies are responsible for reinforcing users’ ideological tunnel vision even before the introduction of microgargeting.

What do you think about the role and responsibilities of social media platforms in regard to microtargeting?

~All the Feels~

“People don’t buy for logical reasons. They buy for emotional reasons.”

Zig Ziglar

Emotions are powerful. They more often than not are the driving force behind many things us humans do, even making a purchase. I’ve always been fascinated by how the human mind works- how we make decisions, how we determine our feelings, and how our feelings impact the decisions we make. Since deciding to double major in psychology and marketing it has become increasingly clear to me that appealing to emotions can go a long way in the marketing world. There’s a reason why the commercials we see on TV have (for example) bright colors, upbeat music, dialogues, humor, and even mini stories. All of these things are meant to extract a certain feeling from the viewer. They are meant to illustrate to the viewer that if they buy a product, they will feel the same way they felt watching the commercial.

The first point I’d like to touch on is simply the power of eliciting any emotion. Consider the following two ads:

A Canadian Ford dealership’s commercial.
A commercial from another Ford Dealership.

Imagine you’re a Ford fanatic. You want to buy a new car and these two dealerships are your local options if you want to buy a Ford. Which dealership would you want to go to? Hint: the right answer is the second one. While the first ad had upbeat music and smiling employees, it doesn’t put the viewer into a heightened emotional state. Watching the second ad, I could imagine the emotional atmosphere that exists at Scarsdale Ford. Instead of telling us that the mangers at the dealership are excited about selling cars, Scarsdale showed us. In a unique turn from the two typical car dealership commercials (you know the ones, they’re either all smiles like the first one OR they’re blaringly loud, with the owner trying to ramp up excitement by yelling about deals and APR), this commercial was a small scene. The little monologue that the manager delivered was funny and passionate. He gave no information about deals or the buying process or even the customer service. Yet I could picture my customer experience. I’d be working with people who love cars and are friendly and laid-back. The worst thing is walking into a dealership where every sales rep takes themselves too seriously and just care about pushing you into a car. The feelings elicited by this commercial are quite different than the feelings that arise when I think about this undesirable type of dealership.

A second point I’d like to touch on is when emotional decision making works. In other words, we’re discussing when emotional tie-ins work best from a consumer standpoint.

I found this awesome article on HBR that described how buyers have a rational side and an intuitive side. This intuitive side accounts for about 95% of buyers’ purchasing decisions, according to the article. These impulse buys are a result of emotion that we often try to logically justify, but at the end of the day it really is all down to our feelings.

When is this the case? Turns out, it is when we are making bigger decisions. Think about, say, one of the Ford vehicles from the commercials above. Sure, there are a ton of logistics that go into picking a car. It’s a big, expensive purchase and one that you will constantly be utilizing. Shouldn’t that mean that marketers should focus on sharing information with the consumer? Actually, because of the sheer fact that there is so much relevant information that could influence a big decision like buying a car, a buyer could get caught in an “analysis paralysis.” But deep down, the subconsious self is not subject to this restraint and can make the gut decision that leads a buyer to the best car for them.

The author of the article, Michael D. Harris, says,

“If you want to influence how a customer feels about your product, provide an experience that creates the desired emotion… Rather than thinking of the emotional mind as irrational, think of it this way: an emotion is simply the way the unconscious communicates its decision to the conscious mind.”

So for those big purchases, marketers should appeal to the subconscious by eliciting emotion. But for smaller purchases which have less factors to consider, marketers should stick to the facts and advertise based on attributes, use, etc. Just think– commercials for Apple products are emotional journeys that illustrate not how the technology works or how fast the processing is, but rather how the products being people together (case in point). Would you expect a tear-jerker of that sort from, say, a toilet paper company? No.

Long story short, emotional tie-ins can be amazingly useful for marketers. While there are instances in which it is definitely better to stick to the facts, there is no denying the benefits of appealing to buyers’ emotions.

A Book On Endless Choice Full of Endless Information

What does it mean to say that you like something? Tom Vanderbilt explores this question, as well as many other facets of taste, in his novel You May Also Like: Taste in an Age of Endless Choice. This novel is a peek into all of the factors which determine why one’s favorite color is blue, or why they picked salmon off the menu, or why someone watches certain movies on Netflix instead of others. But this novel is also about what it means to have as many choices as consumers do today. In the digital age access to different products is virtually limitless. As companies collect consumer data and utilize it to make suggestions for purchasing and viewing, how much of what consumers like is truly chosen by them? How does social media affect the decisions consumers make? Is choice influenced by taste, or is taste influenced by choice?

After reading this novel, it seems Vanderbilt’s objective was to demonstrate how annoyingly complex taste is. No single factor can determine or define taste. Taste is not merely a surface level opinion- i.e. “I like this, I don’t like that.” There is a subsequent layer of context involved, such as if a consumer likes something given its category. Vanderbilt did an excellent job at describing this. He uses relatable examples, such as the fact that no fast food burger can truly compare to a gourmet meal, but one may consider a fast food chain’s burger to be pretty good, given its category of fast food. 

He then describes many other influential factors, however. These plentiful factors give the reader too many pieces of information at once. To demonstrate how tiresome this is, a content overview will follow:  Vanderbilt goes on to include the mere exposure effect, which states the more you’re exposed to something the more you’ll like it. He then dives into the matter of “assimilation or contrast,” explaining that assimilation occurs when one’s experience aligns with their expectation (causing their general liking for the thing to increase), while contrast occurs if the expectations do not align with the experience (causing one’s general liking for the thing to decrease). He also touches on the relationship between liking and time. These are just a few of the concepts discussed in Chapter 1. Yes, you read that right. All of these concepts were explored in just one chapter of the novel. 

As demonstrated above, Vanderbilt jumps from topic to topic in You May Also Like. He proposes an overarching idea for each chapter- he covers what taste is, why people like what they like, how they like what they like, how they know what they like, and so on. There is no straightforward answer for any of the questions he poses. Instead of a cut-and-dry answer he tends to give an overload of information and alternative possibilities. Taste, it seems, is made up of too many confounding variables to truly make sense of- all the concepts in Chapter 1 may just as well have filled an entire book on their own, and even then the ability to fully grasp taste would be illusive. 

It is ironic to note that this confounding trait of taste is reflected fairly well in the way each chapter is written. Vanderbilt introduces one or two key stories, events, or companies which coincide with the overarching idea of the chapter. For example, much of the second chapter, “The Fault is Not in Our Stars, but in Ourselves: Liking in a Networked Age,” is about Netflix and Yelp. He utilizes these two companies to demonstrate two important concepts. The first is that you cannot hide from your own tastes in this age of technology where your every online move can be tracked (companies need not know what you SAY you like, because they can SEE what you like). This point was supported by a Netflix employee who Vanderbilt had interviewed. The second is that “electronic word of mouth can move markets” (Chapter 2). This point was backed up by findings and anecdotes that Vanderbilt uncovered while talking to a Yelp and online review analyst. 

You May Also Like thus did a very good job of tying evidence to the arguments. Vanderbilt wrote some sort of example, statistic or anecdote to parallel every claim he made. The problem was that he had laid out too many claims. If the audience of this novel is people looking for a surefire way to understand taste, they will be left unsatiated. 

What is Vanderbilt actually arguing about taste? That taste is fickle? Perhaps. That people like what is familiar? That people like what is new? That it honestly depends on the context? What context? There are simply an endless amount of possible arguments, just as there are endless choices to make. 

Despite the lack of one clear direction, there are tons of exciting tidbits of information in this novel. Some statements have the power to really resonate with the reader. Others ring out as simple truisms. Statements from Chapter 4 such as, “the things we are not expecting to see, we are less likely to see” and “what you think about something as affects how you feel about it” are phrases that anyone trying to market a good, service, or idea will find useful (Chapter 4). Other psychosocial observations like “in an infinite realm of choice our choices often seem to cluster by default towards those we can see others making, or away from those we sense too many are choosing” seem to hit the metaphorical nail on the head when describing how the visibility provided by the internet causes popular things to become even more popular (Chapter 5). It’s a shame that the novel is overloaded with these sentences. It makes it overwhelmingly hard for the reader to grasp what the true takeaways should be. 

Indeed, the main difficulty this novel faces is providing readers with something they can walk away from with a true general knowledge of. The arguments made in You May Also Like range from the overarching ideas of the chapters, to the few main themes within the chapters, to even a mere paragraph or sentence of additional (yet noteworthy) information. 

Based on the structure Vanderbilt attempted to follow for each of his chapters, it seems as though he was attempting a breakthrough pop-psychology book. At first glance the layout is very similar to the popular novels of Malcolm Gladwell. Gladwell’s novels combine storytelling with research and fact. However Gladwell’s novels do not lose momentum. His pacing is such that one topic is never brushed over too quickly or lingered upon for too long. Vanderbilt has the potential to produce a work similar to Outliers or The Tipping Point if he finds a way to perfect his pacing and to shrewdly pick his material. 

As someone who expected to really enjoy this book, I have to say I did not like it. But my main takeaways from the novel inform me that this could be because the expectations I had contrasted with my experience. Perhaps since I read it in a short period of time, my liking is different than it would be if I had savored it. I can conclusively say, however, that I wish some topics were more drawn out. Yes, taste is complicated, but it was even more confounding to only lightly touch on a myriad of subtopics instead of driving a few key points home.

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