The
New York Times
Consumers, Long the Targets, Become the Shapers of Campaigns.
When Crest introduced a toothpaste line two years ago, it used
focus groups to help pick three flavors: cinnamon, herbal and citrus. This
time around, the new Crest flavors will be chosen by customers.
Crest, a division of Procter & Gamble, is asking people
to go to the Web to vote for their favorite from a short list of contenders:
lemon ice, sweet berry punch or tropica exotica. Samples of the flavors
are attached to some Crest products.
Marketing executives say the campaign reflects an increasing
interest by companies in involving consumers in their advertising. The
trend is another way to break from traditional advertising that viewers
increasingly can tune out with TiVo and other digital video recorders.
Marketers say the Internet has also made interactive campaigns easier
to conduct.
"This comes with the inherent declining power of traditional
media advertising," said Clive Chajet, chairman of Chajet Consultancy,
a brand consulting firm in New York. "All marketers today are seeking
different ways to market their products." Crest is running television
and magazine advertisements about the promotion, which were created by
Saatchi & Saatchi, part of Publicis Groupe. It also is sending e-mail
to four million consumers on the company's e-mail list. Voters must go
to Crest.com to register and vote. Then, they receive an e-mail message
from Crest urging them to vote every day.
Similarly, Staples Inc. is starting its Staples Invention
Quest vote Aug. 10. Staples accepted product ideas from customers this
spring and said it would award a $25,000 grand prize in September and
nine semifinalist prizes of $5,000 - along with possible production deals
- for the best inventions, chosen by Staples judges and online voters.
Since the Crest voting began May 2, about 500,000 votes
have been cast, said Tonia Elrod, a Crest spokeswoman. Staples, based
in Framingham, Mass., received about 12,000 invention proposals this year,
up from about 8,300 last year, said Jevin S. Eagle, the senior vice president
of Staples Brands. Results for the contests at both Crest and Staples
will be released in early September, and both companies will begin marketing
pushes.
Crest and Staples have another advertising tactic in common:
both introduced products last year on the NBC show "The Apprentice."
Crest introduced its vanilla mint whitening expressions flavor last fall
during the show, and Staples executives appeared on an episode in April
to judge the inventions of contestants. Staples had the winning invention
- the desk apprentice, a desktop storage container for office supplies
- on store shelves the day after the show appeared. Staples also featured
a video game about the desk apprentice on its Web site.
Procter & Gamble has run Web promotions for several
other brands as well. For instance, Secret's Secret Sparkle deodorant
line features downloadable instant message icons to decorate consumers'
screens and a Secret Sparkle buddy option, which sends users beauty tips,
games and quizzes when they log on their instant messenger screens.
The campaign for Secret Sparkle's newly released body spray
features a Web log that includes postings by four fictitious characters
that represent each body spray scent. Visitors to the site can also post
messages there.
CoverGirl, a line of cosmetics also owned by Procter &
Gamble, runs a Web site where people can ask beauty questions and receive
immediate answers.
But does interactive marketing increase sales?
Executives at Crayola crayons, a product of the Binney
& Smith subsidiary of Hallmark Cards, said sales increased when they
held contests to name crayon colors, though they would not say by how
much.
"If you took the time to submit a name because you
really wanted to win this honor, you had to have some kind of connection
or like for that color in the first place," said a Crayola spokeswoman,
Stacy Gabrielle. The newly named crayons "become a collector's item;
people really want them."
Crayola's first naming contest, in 1993, drew two million
entries. But subsequent contests attracted fewer entries. Last year, a
Crayola naming contest had 25,000 submissions.
Mr. Eagle of Staples said that the desk apprentice sold
out after appearing on the show.
When consumers vote overwhelmingly for a product or participate
in its development, it is more likely the new item will sell well, said
Michael D'Esopo, a senior partner at Lippincott Mercer, a design and brand
identity firm that is a division of Mercer Inc.
A study at the Yale Center for Customer Insights found
that people who are told that a product is popular will buy it over a
competing product, said Ravi Dhar, a professor of marketing at the Yale
School of Management and a director of the center.
"Customers say, 'Hey, if everyone liked it, it must
be good,' " Mr. Dhar said. "It shifts people's preferences."
Mr. Dhar said interactive marketing helps companies identify
the consumers who care about their products and are most likely to buy
them. Making that connection has been a challenge for companies that manufacture
products and sell them through retailers rather than directly to consumers,
he said.
Crest has tried to broaden that connection with a site
and e-mail service called Crest dental plan, which offers dental health
information and Crest promotions. Those who vote in the Crest contest
are asked if they want to join the e-mail list, which will continue to
poll consumers on their preferences, said Matt Barresi, Crest's associate
marketing director.
In late June, about halfway through Crest's voting
period, word is that lemon ice is in the lead. What if the other two catch
up? "I guess mathematically it is possible there could be three winners,"
Mr. Barresi said. If it's close, "we could launch the favorite in
September, and the others later in the fall."
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