Shopping centres of learning

I ask your forgiveness for the rather drab, grey scene in the picture below. Seeing as it’s Brent Cross car park on a wintry February morning, though, it’s perhaps not surprising I couldn’t make it look any more appealing.

So why is it here?

When I was there yesterday I become unduly fascinated by the set-up you see happening, and how it seemed to be a great example of nudging.

You can see the silver car on the right coming towards the camera. The driver has just entered the car park, and on their right (your left) is a run of spaces blocked off by a series of yellow cones.

As you proceed down this stretch, perhaps intrigued by the disruption, but nevertheless keen to secure a parking space not too far from the actual shops you came for, it becomes apparent that the spaces with yellow cones are earmarked for drivers who are paying to have their cars washed during their stay.

So, upon arrival, you’re presented with an interesting choice, and your decision may depend greatly on the perspective you bring to it.

You might value the free parking at Brent Cross, and so resent the idea of being asked to pay, and continue your search for a space. Alternatively, you might fear the endless circling for a space that may never come, and so relish the opportunity to nab something really close to the entrance. (This is all happening next to John Lewis, after all.)

Then there’s the car wash factor. Maybe you run away from the sell – like a squeegy merchant, but with parked, more defenceless cars. Or maybe, this is a brilliant use of your time, so you jump at the chance for you vehicle  to have the once over.

This is all going through your mind, of course, while you’re driving, and your response to it probably instinctive. In a split second, you might decide that on balance, the certainty of parking space, when combined with the promise of a nice clean car when you return, is a worthy investment. It is, in fact, a deceptively simple bundle, with the decision based on a complex mix of time, money, convenience, service, design and instinctive behaviour.

The point is, that on their own, each of these interventions (the paid-for space, the car wash) is too easy to resist. But when put together they’re way more powerful, and somehow represent some genuine, contextually relevant added value.

It works because they each reinforce the usefulness of the other. It works particularly well, I think, because the showiness (or profligacy) of saying ‘yes’ to either one is offset by the functional motivation behind the other.  At a moment when, by definition, you’re about to go spend a lot of money (or else why are you there?), the bundle provides a pleasing echo of justification that makes it a little easier for our brains to accede to during automatic mode.

Not sure if I can imagine it working in many other places. But it makes sense in the context of the perculiarly functional leisure pursuit that is shopping at a mall, being as it is the spirtual home of post-rationalised self-reward.

 

So, apparently, the car wash firm ‘buy’ the spaces off Brent Cross, then sell them on. I know because this guy…

…told me so. I think he thought it odd that I was taking pictures.

 

But by then it had reminded me of a similar idea I heard suggested by Rory Sutherland at a recent IPA workshop that I’d been invited to. It was with the Cabinet Office and a bunch of agency folk, generating ideas to feed into the recent Green Paper on Giving – to charity, or volunteering. I’ll leave aside my thoughts on the Big Society thing – the aim of getting people to do ‘good things’ was interesting whatever your political persuasion.

It was  a fascinating discussion, some of which focused on the curiously British reticence to publicly talk about what money we give to charity. Rory talked about the lack these days of mandatory conspicuous shows of wealth – like, for example,  car stickers with ‘GB’ on them, attached to cars that had been driven abroad, distributed by definition only by people rich enough to drive their cars overseas. The question was, how to build new mechanisms that capitalised on this sort of obligation – or rather, that reflected in more munificent ways the kind of money people have to spend.

One such idea was was around matching the premium attached to parking spaces with a more traditionally fiscal premium that would get people to give more conspicuously to charity. Say most spaces were £5 an hour. Setting the cost of a handful at something like £25 an hour would limit their market, but the few who were able to pay would have their money go to a good cause. So, there’s always a likelihood of a space being available, and if you’re forced to pay at least your excess fee is going to a good cause, and not whoever runs the parking.

It’s not a perfect idea, and many would argue against it being workable. I don’t think it’s quite so elegant as the Brent Cross set-up. Yes, the two interventions wrap up neatly – but participation would feel more forced than opt-in. And, of course, the beneficiary is someone other than yourself.

Still, in the context of the alternative, it might go down well.

And as the Brent Cross experience shows, these kind of matched premiums exist already, and can function pretty well. Perhaps the critical factor is not to attempt to persuade people to give, but to enable them to do so.

The key, as ever, is to go with the grain of existing behaviour, not against it.

The engagement gap

Since writing about context and content a couple of weeks ago, the topic seems to be everywhere. For me this asks some big questions about the relationships that brands have with consumers. Or rather, to be more accurate, the ‘relationship’ that consumers have with brands, which is arguably somewhat less than brands themselves overstate it to be.

It came into real focus recently when I participated in a workshop run by the IPA, looking at how the new coalition might use marketing  insight and interventions – of any kind – to bring the Big Society to life.

I spent a moment or ten relaying my experience of a project I’ve talked about here before, DIY Streets. It’s got people engaged within my neighbourhood around the idea of coming up with imaginative ways of solving whatever problems the community has diagnosed.

Like any North London mid-30s advertising person I’ve spent as much time discussing this project as I have actually doing it. I’ve also spent a lot of my time engaging with it online – via the blog, the facebook page, emailing with the Sustrans charity, etc.

But obviously, there’s loads of people not set up for that sort of contact, or who don’t care for it. And, after all, the whole thing is supposed to be about the community space itself. That geographical, physical space that defines where I live, where my children go to school/nursery, and where I, like everyone else, arrive home every day.

The issue of context is particularly important here, I think. As people’s priorities get more personal they frequently become more local. The tendency of digital – pretty much in the other direction – is to help people connect regardless of location. The more mobile internet takes up the easier it will become to merge these twin impulses.

But do you bring people from the physical space to the virtual? Or the other way around? If it’s the former, then how do you help people less comfortable with going online to remember where to go once they do?

On my way to school the other day, I saw this. It’s really lo-fi, but I love it. Almost as much as the fact that one of the strips had been taken.

Nevertheless, the troublesome thing is that there seems to be a gap somewhere between my engagement with the DIY Streets idea, and the place where its ambition is aimed. And that’s on a project where the location couldn’t be more salient, or more convenient, for me. This engagement gap is the problem I think most brands are trying to solve. Digital seems like the place to solve it, if only because it’s where the ambition and the engagement for once merge. I suppose brands feel better about it, because it feels more like an interaction where an objective has been realised.

But how does it feel for the ‘consumers’ concerned? I guess this depends on how much value they feel they’ve had from the interaction, beyond having had some time idly passed by clicking on a few buttons. And if all that really happened was that a brand managed to find you when you happened to be somewhere they were as well, online, then what does that mean for your future usage with the product?

And let’s not even mention the word ‘relationship’.

Behavioural Planning

This is not going to be another blog post on what a fascinating time it is for planning, or for marketing in general.

Everyone knows this already.

Couple of items embedded here, though, which feel like they go together to prove the point.

The first is an interesting exploration of why things need to change.

This is from my friend and colleague Mark Lester, and it’s a riff on the idea that mere awareness of what’s being communicated (or rather, attempted at being communicated) is rarely enough to change anything. Check his Planning Fallacy blog here for more thoroughness and neat thinking.

The second item is a film of the Teacher Recruitment campaign that won some stuff at the IPAs the other night.

I put it here as a potential companion piece to Mark’s presentation, suggesting the way things might/could change in response.

The campaign is predicated on the idea that awareness - of the ‘product’, and of the change of attitude required – is already present. It looks beyond awareness as an aim in itself. It understands that the harder a decision is to make, the less likely it is to get made. If the ‘correct’ attitude hasn’t yet translated into the ‘required’ action, chances are it never will.

Here’s a film produced by the lovely people at MEC that captures what the campaign was all about.

So, how can marketing (or advertising, communications, whatever) actually generate action? If the use of awareness as a metric is flawed, perhaps a campaign’s capacity to generate a specific and intended behaviour might be its replacement.

And what does Hovis winning the IPA Grand Prix mean in light of all this? A campaign based on reivigorating a heritage brand, it uses a big TV ad to do it. Everyone is very excited about the cinematic quality (and length!) of the production – but is it still locked in the awareness fallacy?

More flagrant self-promotion

So, in the end, the Media Week awards was a bit of let-down – from a personal perspective, at least.

The entry I’d written for TDA didn’t get anywhere near a victory, and all around MEC towers had thought it would do pretty well.

Last night, though, was the IPA Effectiveness Awards. The TDA entry was co-written with (very clever) agency colleagues of mine at DDB.

I basically feel pretty chuffed today, as it won a Gold Award. It also won the prize for the Best Multi-Channel paper, and also the Best New Learning award.

Interestingly, quite a bit of the news today about the Awards focused on how well a few public sector campaigns had done. If spending money in this way can actually be effective, what does that mean for the Tories apparently uncontested view that marketing is wasteful?

In the next couple of days I’ll post something about the ideas behind the paper itself.

Do we change?

Couple of interesting things on how our brains develop when faced with stuff we either don’t understand, or with new experiences.

The first was a Horizon programme on BBC2 on Monday, looking at our senses can be over-ridden by each other. It looks at synaesthesia, optical illusions, hearing by seeing – amongst loads of other things

The second was a piece I’ve read just now. I’m going to an IPA conference on how technology is changing behaviour in a couple of weeks time. Should be interesting. (Full disclosure, my boss is talking at it). Found this interesting article, linked to at Farris Yakob’s blog.

Follow

Get every new post delivered to your Inbox.

Join 52 other followers

%d bloggers like this: