James Timpson, CEO of Timpson

It's been years since I last took an interest in business personalities. 

Timpson repair my shoes and mend my watches, though their service offering includes much more.

It's often a magical customer experience when I pop into my local shop on Shirley High Street, Southampton. Not only do they solve a problem I may have, but it's done with sincerity and heartfelt interaction.

James Timpson is cut from cloth of a higher quality and integrity than is traditionally found in retail/service industries.

Find out for yourself.

China 2.0

Here's what I would do if I was serious about marketing in China. China has the largest internet population in the world, and it's still growing. The shift from television screens to internet screens on computers or mobile phones is the largest media exodus ever. More people will engage with the internet on a mobile phone in China first than in any other country. The numbers go on for ever really. China is all about the numbers.

However Chinese internet isn't really Web 2.0 yet. The Western model of identity and profile through Facebook and Myspace et al simple doesn't work here, but use of BBS is unbelievably masssive. I wrote about it over on Kaiser Kuo's excellent digital China blog some weeks ago here. The most dangerous focus group topic I ever raised was identity versus anonymity here in Beijing with quite progressive University students. Even mentioning that 99.9% of China's internet voice is completely anonymous on Bulletin Boards (BBS) against the thought of 'appearing' on the net as themselves was enough to silence a room full of respondents with fear, as if I were interviewing them for Komitet Gosudarstvenoi Bezopasnosti in Soviet Russia. I'm not exaggerating.

Whether its the State, or the group or the family there's something about being identified or attaching a face to content that terrifies Chinese folk. Face is a big deal in Asia. However the internet is a very valuable and highly appreciated part of middle class Chinese ability to express themselves and articulate their thoughts. Sure a lot of it is flame wars but I think we all know that flaming is part of growing up on the net. Its not hard to wind people up via the interweb is it? Once that realization is discovered, we tend to move on. Possibly to identity/reputation management which is definitely the new game in town now that Google is in charge.

So here's the thing. 70% of Chinese BBS is built on a platform called Discuz which is owned by Comsenz. They just had another million bucks thrown at them by those guys at Google. Now the killer thing about Discuz is that it is partially open source. Open source is almost an heretical idea in Asia. The notion of 'sharing' is antithetical to the Asian mindset. Secrets and information are valued beyond anything else to the point that sometimes it would appear that some would prefer suffocation than sharing their oxygen supply with other parties. I really mean that, it also explains a lot of the copy mentality that exists in this part of the world. That's the irony to the insane fixation on secrets and not sharing stuff; nobody does anything really new and so everyone is watching everyone else to see if an incremental change or new direction is taken. It also explains why only one or two Asian brands, including Japan have brands that stand out.

But with Discuz there is an opportunity to create a mini platform between profile driven social networks and BBS topic driven net activity. I would suggest writing some code for some widgets to sit on top of Discuz driven BBS and then we have a half way house to facilitate cross networking of BBS and profile/identity management that exist with traditonal social networking sites. I'd even go so far as to encourage all the flamers to pick up a new moniker and treat it like they're in front of their family at all times. Like it's their new 'face'. ....Start afresh like!

So the trick now is to figure out where brands should hang out on the net with their customers and their respective communities. Nobody actually has a full breakdown of this information although Sam from See I See/China Internet Word of Mouth knows more than most.

A proposal I made was to do a standard quantitative research project of the top 500 BBS communities on the Chinese net. If that seems like a lot then hold steady because China is massive and there's more. I think the top 500 BBS communites across the metrics of 'most affluent', 'most populous' and 'most influential' would make sense. Then I would segment all those groups across the usual community interests that advertisers are most interested in, moms and families, car lovers, tech lovers, political, travel and all the usual useful-in-a-rough and-ready-way segmentation seen on those standard tick boxes we are asked to fill in when we subscribe to internet services.

Once this 'new digital media planning data' is available I'd then put forward a China 2.0 media plan. Using the fundamentals of Transmedia Planning and some viral work that embraced volume seeding, Lo-Fidelity video and the upside of risk, as talked about back here in the post Black Swan (and here too) I'd think about developing a plan for engaging with existing customers and potential customers on the basis of being interesting or useful to them. That plan should be strategically built on a broadcast to narrowcast basis or vice versa depending on the rationale for engaging/reenforcing something at an internet dialogue level first or television's monologue model. Its quite exciting when I start to think about creative briefs written with the net first or telly first as a rolling narrative direction. Lots of opportunities there.

The only part I'm still trying to figure out is how to 'represent' in those tens or hundreds of 'communities' on the net where it's important to be useful or interesting for specific clients and their needs. I've given it some thought and my instinct is to identify the people who are most active in and respected in the community. The trick is NOT to buy them, because they then lose their authority and respect (Shills they scream!), but to build up their reputation by giving them the ability to 'share' through either reputation enhancements of information sharing or favour dispensation such as Skype credits or Taboa (China's Ebay) coupons as an idea. It's crucial that all actions are transparent, open, honest and authentic otherwise it all falls apart. Brands aren't very good at that short list of Web 2.0 guidelines and it explains why most marketing 1.0 peeps and planners 1.0 types don't get it.

Ideas like the one above are unlikely to be implented here though any day soon. One of the most frustrating aspects of working in developing economies is just how many bad habits are picked up from the West and then applied cookie cutter style over here. The advertising format is pretty much the same for lazy/untalented marketers and agencies (insert pretty model with product implying that you too can be cool/beautiful/powerful). And then the methodologies for assessing the effectiveness of those campaigns are just lifted from the West without much thought to the notion that Asians have a different perception of the truth or how to articulate it. Even the focus group dynamic is completely stuffed given that cultural differences like Guanxi in China or Grenjai in Thailand exist. This is where even the sharing of inconsequential information is considered reckless and stupid. I did write back here how I would approach Asian research with a fresh mindset because the same old companies come back with the same old rubbish and its not hard to figure out better ways.

I've pointed out that a lot of the advertising people in China have sat on top of 15% GDP growth for 10-15 years and are at best unremarkable and at worst believe their own P.R. but I'm guessing that one or two might read the above and see the seeds of China 2.0 in there. It's all very exciting when I think about it - The End.

Update: I see that some of these ideas have started to materialize over on CWR blog.

Branded Utility

One of the reasons why I like the folk at Anomaly in New York, Piers at PSFK and Zeus Jones in Minneapolis is because of their understanding of where our business is heading. Way too many advertising people are in a state of delusion when it comes to the overall efficacy of the marketing communications that we do. I'd argue that a lot of the wallpaper we paste up conveys a given amount of trust because there's an implicit cost factor when viewing paid up media space. Something along the lines of "If you can purchase that media space and come up with some reasonable production values, then you must be a reasonably reliable brand". That's it folks. We buy trust most of the time.

Most wallpaper is reassuring. If you're not convinced then live in a room stripped of it for a while.

So on Friday after a quintessentially self indulgent and non engaging advertising awards ceremony that almost defined how sclerotic our business has become, I came across a terrific quote on Dino's de.licio.us bookmarks for Robert Stephens, the founder of Geek Squad as saying

"Advertising is a tax you pay for unremarkable thinking."

I'd be inclined to agree. However there is a momentum in the beginning of this third millennium for marketing as doing. The digital era seems to be ushering in a breed of young folk who have no time for crafted messaging and are intolerant of not getting the information they need in the quickest way possible. I've never seen anything like it before. It only takes a browser to crash a few times and the digital savvy young folk of today delete the free software as if its a cancerous tumour. What happens when Wikipedia or Google's new idea Knol start to do product evaluation? The kids who are mostly digital natives, only want the information and that is a trend that those of us who grew up in the propaganda age (frequency and penetration) of marketing communications need to think long and hard about. The middle path is marketing as doing and there are some great ideas that have been put forward by the folk I mentioned at the beginning, in posts over here, here and here. That doesn't mean I'm anti advertising. It means I'm against bad advertising and for good information delivered cleanly and with the minimum of fuss.

I got thinking about this because I just happened to pass a blood giving bus close to the Xidan shopping area above, and I thought how smart the location was and doing this with a mobile blood donor unit. Somewhere to lie down for 10 minutes and give blood without really interrupting the day, I wanted to donate myself but the nurses didn't speak English. Then I got thinking if Nokia was a brand that could get involved in branded utility activity like this, given that its not too far removed from the traveling roadshows around the rural and semi urban areas that are often done in the mobile phone category over here. You know, communicating a need and helping encourage trial and action.

Later on at Wangfujing I saw them once more. So I thought about it again. I mulled over the notion of 'Connecting People' and it occurred to me that there probably isn't any greater connection than the one being done in the bus above. Probably that's an idea that is too visceral for most people's taste but the notion that the way a brand speaks is the only thing that matters, is the gravy train thinking of 20th century marketing and it's coming to an end as we see people controlling the information they want and continued digital emancipation taking place. I'm guessing the half a billion or so people whose first internet experience will be via the mobile phone will be equally intolerant of dishonest attempts to be interesting as I find people like Sam, Charlie and Adam now are.

I'm sure this makes me seem like I'm taking myself way too seriously and I probably am, so in the interests of not disappearing up my own bottom, here's a couple of pics from last nights clubbing action. First off is Puff Charlie keeping it real for y'all in the White Rabbit China town Lucky Street hood. Stayin' tuff all through the night and standing ma ground outside.

I know Sam can do a much better Ali G than I can but he's not here so that will have to make do. It was looking well mean down in the basement of the club. White riot everywhere and even the bitches were packing heat.

I ask you what has clubbing come to? Seriously though it wasn't a bad night but a less hipper crowd than I was hoping for. The music was better than the previous Friday, and we even slipped out for some of those ace kebabs that the folk from the far Western provinces of China rustle up in the Sanlitun area. They are easily the tastiest meat things on a stick I've ever eaten. I also noticed some stuff about the affluent local Chinese that was worth hanging around for. The Beijing crowd are very much different from the Shanghai lot and I don't think it's reflected in the way advertising is created for them.