Posted in June 2009

The King of Pop is Dead; Long Live Merchandising

As perverse as it is, the death of Michael Jackson will be widely regarded by those out to make a buck as the perfect marketing platform. Marketing around an event is exactly the focus that is needed to drive sales. Some will view it as sickening cynicism so close to the event of his passing but it has been said before that death can be the greatest career move in terms of finance generation.

The upcoming series of gigs at London’s O2 were in part somewhat likely to have added to the downfall of MJ but were essential in order to pay off the vast debts he had accrued in life. For those who paid for their tickets through legitimate sources, a refund will be forthcoming. For those who paid through the nose on Ebay and by other means-a refund may not be so readily available. Now this isnt attributable to the power of marketing, but it would be a safe bet to see ticket sales of the concerts increase slightly even in death. Why would anyone want to part with serious money for something that has no return? This is where we come round to the memorabilia bandwagon that was taking a good oiling to the axle during the hours of confusion over whether or not the death of Michael Jackson was truth or hearsay.

It is known from a friendly source, HMV issued an e-mail that was in the Inbox of branch manager’s across the nation come Friday morning that any Michael Jackson stock should be moved to the front of house and that additional stocks would be in place for the weekend.

Of course, much like radio stations across the land, the only playlists in stores that sold Jackson products were the songs of Michael Jackson through the years. The weekend’s online commercial activity appears to have been dominated by the sale of his music. Back catalogue packages on iTunes saw Jackson’s chart ranking soar akin to his physical format success in his prime. By Sunday Jacko was topping nearly every possible chart.

According to CNN, “Almost 20,000 items were up for sale after his death on the popular auction site eBay, where collectors could snap up everything from the rare to the ridiculous.”

As of Saturday morning, the BBC had shipped out a team to LA (despite the fact they have one based there already) to cover the public mourning and invited a street dance troupe to perform a tribute-said dancers were all wearing various boxfresh Jackson t-shirts bearing messages of ‘RIP’ and ‘We Miss You.’ It is dificult to put a finger on what may have been the more likely reality-was merchandise printed up before death or was it a frighteningly rapid turn around of product conception to product launch?

As a tweet by Harriet Crosse (Director of Bristol PR Specialists 72point) explained, for those in the PR game looking for column inches come the first Saturday after his death, they need not bother chasing around after journos and editors. On that Saturday, in many instances, the first 10+ pages of tabloids were devoted to the troubled star and his demise.

As a Royal wedding sees commerative plates and other related frippery and tat become common place in shops and newspaper’s readers offers, a Michael Jackson plate may not be too far off.

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First Bus cuts Bath’s pioneering and successful Customer Service Online experiment

When the Bath Bus Station Customer service blog and Twitter account hit the scene it made a big impact pretty quickly. For a company like First, so besieged by negativity and bad press (on the whole justified) it was a breath of fresh air to see them engaging with the customer at such a level that showed personality, empathy and above all, a desire to make things better.

The blog launched on October 13th 2008 and introduced itself in a polite and engaging manner. By the second day of blogging, they were answering the questions that the humble early adopters of the blog were all asking, ‘Why does a bus station need a blog for its customer services? Buses go from A to B, they breakdown halfway and are usually late, a blog isnt going to help me with that is it?’

The blog’s line was:

“In the Customer Services Department at Bath Bus Station, we are always looking for new ways to keep in contact with our customers… providing updates about local issues, events etc, and discussing the problems that matter to you so we can work to improve the quality of service you enjoy.”

Over the nine month duration, of what is termed as a social media experiment, the blog and Twitter account brought us such delights as Diversion – Service 5, numerous service updates as and when they happened and my favourite blog post, ‘Lost Property‘. Perhaps the greatest success story was the provision of detailed and honest updates throughout the disruption caused by the snow chaos in February.

Bath, as a destination has been richer for its pioneering use of social media when relating public transport to those that use it and for First, it was a true feather in their cap to put funding and resources behind the venture, it is just a shame that when cuts need to be made, the customer service element is what goes out the door, especially when their profits are up!

Of course these cut backs are common place in larger organisations. First will be streamlining their customer service workforce and decamping the overall operation to a regional arm in Exeter, another common practice in itself.

It is a great loss that this service is being axed. I can not think of a customer service presence across any social media platform that I have found more engaging and informative-even as a non-Bath bus user. Perhaps it is too late to instigate a Twitter petition and I dont envisage the 605 followers of the @bathcsc Twitter account turning their pictures First Bus blue in solidarity but First have let themselves down once again.

The experiment comes to an end as of Friday 26th June. I for one have taken great pleasure and learned a great deal about how to be the voice behind a company presence online in my own employment. I hope that the online media savvy operators of the service are not facing unemployment as a result of First culling their activities and hope that First reconsider their position.

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Graze…the vitality virality craze

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On Saturday morning there was the familiar sound of un-oiled letterbox creak giving way to package hitting floor thud. I like getting post. This particular delivery was a neat brown box that I had been expecting.

The arrival of this package deserves back story, for no back story would render this postal delivery superfluous and indistinct from junk mail or bank statement hallway litter.

Having read Stephen Waddington’s brilliantly engaging and readable blog, I had taken great interest in his post about the healthy food delivery service provided by Graze. More pertinent was the appearance of a voucher code, of which I took full advantage and hence the Saturday morning delivery of a small brown box.

Put simply and in their own words, Graze is ‘Healthy eating by post.’ You pre-order as many boxes as you want and specify just when you want them to be delivered direct to your door. You view the myriad of healthy snack options on their site and rate them according to your personal tastes.

To quote Stephen’s blog post and by way of highlighting the wide ranging choice of snacks available, read on:

My box today contained red grapes, dried fruit and cashews. Last Thursday I got freshly cut pineapple, japanese rice cracker mix and cajun seed mix.

The Graze website registration process is simplistic enough and once registered you have the opportunity to grade your preferences so as to determine as to what might be in your packages. The random nature of what your package may contain is one element of what you buy in to and engages the ‘Try Something New,’ horizon broadening aspect nicely.

Saturday’s box contained fresh Baby Cherries, Raisins infused with Pineapple Juice and a Goji Berry Seed and Nut mix – providing at least two of your 5 a day and all to my door and within minutes, also my stomach.

Graze is a convenient way to get great tasting healthy food while you are at work. Everyone is different but we have found that most people find a box just the right amount of food for a whole day’s grazing

If you too would like to try the service out at a discounted rate then I have a voucher code (LVVXK3L) for you to use also. This is the viral effect of product awareness leading to the conversion of a sale. Having been introduced to the product by word-of-blog, something i would not have bought into without the voucher code hook, you now have the opportunity to do the same and take advantage from this here blog and voucher code and to join in the healthy to your door grazing experience too.

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