The Return to Growth in Turbulent Times
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The document discusses strategies for brands to navigate growth in a tumultuous environment shaped by the COVID-19 pandemic and social justice movements. Key themes include adapting to new consumer behaviors, ensuring brand relevance, optimizing spending, and utilizing direct-to-consumer channels. The importance of maintaining customer loyalty and effectively responding to ongoing crises is emphasized throughout the analysis.
![A Path Forward for Customer Experience
CX can help inoculate brands during economic downturn
5. Customer Experience
3x
Higher returns for
shareholders over 2007-
2009 recession from
CX leaders
‘[one of] the best ways to improve experience and
efficiency at the same time are by increasing digital
self-service and making smarter operational trade-offs,
grounded in what matters most to customers’
Sources: McKinsey 2020](https://image.slidesharecdn.com/thereturntogrowthinturbulenttimes1-200728142303/85/The-Return-to-Growth-in-Turbulent-Times-61-320.jpg)
The Return to Growth in Turbulent Times
- 1. The Return to Growth in Turbulent Times Conversations That Matter: Powered by
- 2. Welcome CHRIS REITERMANN Chief Executive, Ogilvy Asia ANN HIGGINS Managing Director, EMEA & Chief Consulting Officer, Ogilvy UK DAYOAN DAUMONT Partner, Ogilvy Consulting
- 3. Tell us where you are dialing in from What’s the weather like in your city?
- 4. Do you want this deck? Global Ogilvy Website https://www.ogilvy.com/ideas
- 5. The Return to Growth in Turbulent Times Conversations That Matter: Powered by
- 6. In our last session… MATTER LONG TERM (Next Normal) MATTER MEDIUM TERM (Recovery phase) MATTER RIGHT NOW (Acute outbreak phase) Where we were then How do we get on the front foot in a changed landscape? transform & be fit-for-purpose How do we make up for lost ground? leverage shifts & drive momentum and competitive edge How should we respond in an unfolding situation? be agile and optimise
- 7. Taking stock Part One * Days since the World Health Organization declared a COVID-19 a Public Health Emergency of International Concern Where we are on day 174* of these Turbulent Times
- 8. A global problem with a global response We’ve collectively risen to the challenge of COVID-19 Number of COVID- 19 tests performed at July 15th 2020
- 9. For the time being, we live in a world of hotspots On 26 June, Texas became the first state to reimpose a lockdown as it faced a surge of COVID-19 cases following its attempted reopening. On 29 June, the UK set out local action being taken in Leicester following a surge in coronavirus cases in the area. China reinstated a strict lockdown near Beijing, affecting around 400,000 people, on 29 June. Lockdown measures were re-imposed in Australia's second biggest city on 7 July, confining Melbourne residents to their homes. On 18 July, Catalonia’s regional government asked millions of people to “stay at home” as the area experienced a resurgence in coronavirus cases. On 17 July, Israel re-imposed some lockdown measures following a vigorous second surge in the number of coronavirus infections.On 4 June, Mexico paused its easing of lockdown due to a new spike in COVID-19 cases.
- 11. But the pandemic that started it all is now just one of several crises to which we are all adapting
- 12. For the first time there are no side lines in the fight for social justice. Black Lives Matter isn’t a moment but a movement
- 13. Many world economies have met the technical criteria for recession
- 14. Confidence in a swift recovery is mixed, higher in Asia Source: Kantar; The CMO Survey, 2020 View on COVID-19s impact on the economy I believe the economy will recover quickly once coronavirus situation has died down (4&5) It will take a long time for the economy to recover and will have a long term impact in terms of job losses and businesses struggling (1&2) 85% of marketers are less optimistic about the overall economy (vs. more optimistic) But others (including marketers) are less optimistic
- 15. Despite these economic realities, it appears the market has already moved on
- 16. Never has so much turned on one US election. November 4th 2020 will define the next global chapter
- 17. A complex and developing situation in Hong Kong is becoming a real-time test of diplomacy in a pandemic-distracted world
- 18. And while Brexit has been in the background, December 31st 2020 marks the end of the transition period and much negotiation is still to be done
- 19. The near future is characterized by uncertainty
- 20. In times of crisis: “More is lost by indecision than a wrong decision”
- 21. Brand owners need to balance a complex agenda While crisis management and BAU present challenges Addressing the ad hoc shocks of health, social and economic crises and often fighting for survival. Continuing to run the day-to-day business operations in a more complex social and economic environment. Hastened deployment of a transformation programme in response to rapidly shifting consumer behaviours. Crisis management Business as usual-ish Accelerated transformation
- 22. Return to Growth: Part Two Pathways to Growth for Brands and Businesses
- 23. The last few months have raised a new set of questions “Howdoyouensurewhatyourbrand“says” and“does”isappropriateforthis momentintime?” “Howdoyoubuildamoattoprotect customerloyaltywhilebreachingthemoatof competitors?” “Howdoyoumakesureyouareselling inall thenewwayscustomersarebuying?” “Howdoyouhigh-gradeyourspending to prepareforeithergrowthorretrenchment?” “Whatisthenewnormalreshapingthe experienceyourcustomersareexpecting?” “Whereisinnovation neededtoquicklyclose thegapsandgetyoureadyforwhat’snext?”
- 24. The last few months have raised a new set of questions BrandRelevance Retention&Acquisition Commerce SpendingOptimization CustomerExperience Innovation
- 25. How do you ensure what your brand “says” and “does” is appropriate for this unique moment in time? 1. Brand Relevance
- 26. Black Lives Matter has put pressure on brands and exposed inappropriateness Famous names and iconography are no longer acceptable and are hastily being changed 1. Brand Relevance Nascar has banned the display of the Confederate flag at its events, a common sight at Nascar circuits, particularly in the sport's southern US heartland. Hindustan Unilever renamed its flagship skin care brand Fair & Lovely as Glow & Lovely The Washington Redskins American football team has confirmed it will retire its name Uncle Ben’s is to scrap the image of a black farmer and could change its name Quaker Oats will rebrand its Aunt Jemima products due to its racial stereotyping
- 27. Even the largest brands that fail to respond appropriately face reckoning Large corporations are joining hands to stand against hate speech and misinformation 1. Brand Relevance For the first time in its history, Facebook is facing an organized boycott from advertisers – several large corporations including Hershey, Honda, and Verizon have stopped their spending.
- 28. COVID-19 responses have often fallen short too In effort to show empathy, brands have succumbed to sameness 1. Brand Relevance …in these uncertain times… …our family helping yours……we are here for you… Freedom Business as usualA return to normality PandemictropesRecoverythemes
- 29. In the last few months the hierarchy of needs has shifted Physiological, Safety and Love & Belonging are the priority 1. Brand Relevance Esteem Respect, self-esteem, status, recognition, strength, freedom Self-actualization Desire to become the most that one can be Love&Belonging Friendship, intimacy, family, sense of connection SafetyNeeds Personal security, employment, resources, health, property Physiologicalneeds Air, water, food, shelter, sleep, clothing, reproduction COMFORT SAFETY COMMUNITYEMPLOYMENT FOOD
- 30. The functional has taken on a new, emotional power Brands are touting health, safety and a new take on comfort 1. Brand Relevance FROM TO Considering Filipinos now spend more time at home, consume more digital/social and look for healthier options, Tang pivoted its communication from refreshment and snacking towards health protection (highlighting on Vitamin C).
- 31. Brands are being defined by their Purpose Authentic and appropriate words and actions shine 1. Brand Relevance Dove has demonstrated the ability of its well-developed Purpose-led brand strategy to flex across health and social crises Netflix’s commitment to content creators extends to all races and ethnicities. The platform has added a Black Lives Matter section to its genre tab permanently and signed a deal with John Boyega (Star Wars) to develop films that focus on West and East Africa. TD Bank responded rapidly to growing employee concerns over the economy and job securuty, pledging no job losses in 2020 that will impact underrepresented groups or minority communities affected by COVID-19.
- 32. A Path Forward for maintaining Brand Relevance Re-examine your brand’s Purpose to connect with consumers today 1. Brand Relevance Source: Gartner, 2020 33% of CMOs cite brand strategy as their most vital strategic capability, surpassing analytics in importance.
- 33. How do you build a moat to protect customer loyalty while breaching the moat of competitors? 2. Retention & Acquisition
- 34. 2. Retention & Acquisition Shock Wave Shifting Hermès reopened its flagship store in Guangzhou’s Taikoo Hui mall and took $2.7 million in one day. REDUCING RISK OF INFECTION IS THE MAIN REASON FOR PURCHASING A CAR Post-COVID Volvo focused on its product innovation air con feature with germ filters. 20% YOY sales increase in China The ‘Next Normal’ does not mean blanket behaviour. There will be different responses that impact brands and products.
- 35. Consumers have explored new brands while in lockdown 2. Retention & Acquisition 84% of those surveyed in China said they bought a new product or service when in lockdown 54% of those surveyed in the U.S. reported they had made purchases from “brands that were new to them” and that new brands accounted for more than half of their shopping carts at checkout” 31% of shoppers globally will continue to buy new products and services that they started to buy during the crisis
- 36. Consumer loyalty can be buoyed by a well-handled crisis response 2. Retention & Acquisition Consumer loyalty based on brands’ crisis response: “How likely are you to shop with a company after it experiences a crisis and responds well/poorly to that crisis?” 36% 53% 8% 2% 11% 23% 39% 27% Very Likely Somewhat Likely Somewhat Unlikely Very Unlikely Well Poorly
- 37. Short term free offers to acquire valuable consumers segments for the future 2. Retention & Acquisition Eurotunnel is offering refundable tickets to give reassurance to holidaymakers, who can go from home to holiday without ever leaving their car. The company has seen record bookings as restrictions begin to lift. US car insurers refunding millions of dollars to customers stuck at home during coronavirus lockdowns. Broadband and wireless companies are signing a "Keep Americans Connected Pledge" to ensure customers in the US aren't cut off from communications services. UK’s mortgage payment holiday extended by three months
- 38. Providing flexible solutions when dealing with financial challenges is a necessity to retain customers 2. Retention & Acquisition Headspace is offering those unemployed due to COVID-19 free access to their entire library. Cisco’s Webex are assisting schools and universities by offering free tools for teachers, parents, and students to support the development of online-learning plans. Nike will be making its fitness app free for customers year- round, and not just during the COVID-19 pandemic. Burger King gives away two free kids meals to help families that rely on school lunches.
- 39. Brand expanding offering to retain current customers and grow new use base on an entirely new channel 2. Retention & Acquisition Hamilton the musical is available to watch on Disney+ as an alternative to live events. Travis Scott performed a live set inside the online game Fortnite in which more than 12m players took part in, as well as outside viewers who watched the spectacle via streaming platforms such as Twitch and YouTube.
- 40. A Path Forward for Retention & Acquisition Consider building new models for retention and acquisition 2. Retention & Acquisition Identify future valuable customers in the ‘new normal’ context and develop multi-channel acquisition programs to attract and convert Develop strategies and programs to re-activate loyal but dormant customers through existing and new propositions
- 41. How do you make sure you are selling in all the new ways customers are buying? 3. Commerce
- 42. New types of shopping are booming as marketers get to grips with new commerce platforms, tactics and initiatives 3. Commerce
- 43. The pandemic has accelerated long-term DTC trends 3. Commerce +24 % growth forecast in DTC sales in the US in 2020. In a market of disrupted channels and intensified competition, this uplift is unprecedented. +50% increase in DTC advertising spend in 2019. Even before the pandemic, DTC stood as one of the top-rising retail trends. -35% market cap fall in physical retail space. More than 60 U.S. retailers representing $370 Billion in annual sales have closed temporarily. Media Radar, 2019 Source: EMarketer, 2020 Source: McKinsey, 2020
- 44. Established DTC companies have weathered the storm, while others have shifted focus to capitalize on the opportunity 3. Commerce Nike showed resilience amid the pandemic in its third- quarter results, with sales increasing by 5% from last year. Sales were boosted by a 36% spike in digital growth during the period Pepsico launches direct-to- consumer website Snacks.com and pantryshop.com in less than 30 days amid COVID-19 pandemic Heinz launched a new website called Heinz To Home where customers can buy all their essential favourite Heinz canned foods and get them delivered direct for free.
- 45. Carrefour has launched its Food & Beverage Marketplace to meet the new expectations of its eCommerce customers in France. M&S has partnered with Deliveroo to offer same-day delivery, and is integrating its grocery into Ocado in September. Walmart has launched a membership program, called Walmart+, that closely resembles Amazon Prime. The Company has also partnered with Shopify to expand its online marketplace Big commerce players are doubling down on long-term eCommerce plays 3. Commerce As China's largest sales event since the coronavirus outbreak, 618 offered an opportunity for e-commerce platforms and brands to reconnect with customers and generate growth.
- 46. A Path Forward for Commerce Post-pandemic expectations won’t wait for your long-term Commerce roadmap – find the “right-now” workarounds 3. Commerce Are you enabling customer acquisition though CRM and media? Are your social channels working hard enough? What are your full commerce capabilities and where is the opportunity for growth? Are you prioritizing DTC? What is your plan to accelerate ecommerce growth? Nascent Capable Mature
- 47. How do you high-grade your spending to prepare for either growth or retrenchment? 4. Spending Optimization
- 48. No consensus on how the crises will affect spending But YoY H1’20 ad spend data is sobering for some categories 4. Spending Optimization Sources: The CMO Survey, 2020; Nielsen ad spend data 2019 and 2020 $- $10,000,000 $20,000,000 $30,000,000 $40,000,000 $50,000,000 $60,000,000 $70,000,000 $80,000,000 $90,000,000 $100,000,000 Southwest Airlines United Airlines Turkish Airlines American Airlines Alaska Airlines Airbnb.com Marriott Hilton Hyatt IHG H1 2019 H1 2020 Ad spend across H1 2019 and H1 2020 (to date) in travel category
- 49. Rapid growth slowdown in the first half of 2020, followed by an equally rapid recovery from the middle of 2020, as the virus spread is contained, allowing annual growth rates to fully absorb the shock Disrupted global supply chains are only restored subsequent to the peak in COVID-19 fatalities in the third quarter of 2020, resulting in an economic recovery only taking hold from late 2020 and extending into 2021. A second wave of the COVID-19 outbreak flares up globally, with quarantine measures extended to more regions and for longer Recovery in growth would be like the Great Depression, where the nature of a deeper recession in economic activity results in several credit events, such as a significant rise in corporate defaults and corporate bankruptcies, and a material increase global unemployment ‘V’ Shape ‘U’ Shape ‘W’ Shape ‘L’ Shape Relatively quick return to Growth Protracted Recession Whatever the recession looks like, brands need a plan Because ‘pause’ isn’t really a strategy 4. Spending Optimization
- 50. Cut spending, invest for growth or pause activity How do you decide which path to take? 4. Spending Optimization 41.3% of marketers reported an increase in marketing budgets due to the crisis 28.4 % of marketers cut spending during the pandemic 30.3% of marketers have reported no change in their overall marketing budgets during the pandemic Some brands are cutting spending Others are investing to capture growth Many have just pressed “pause” Source: American Marketing Association, 2020
- 51. Some brand are optimizing well Making smarter trade-offs with spend 4. Spending Optimization Unilever has maintained its marketing spend but reviewed its priorities. The company is dialling up areas with the highest ROI, such as its home and hygiene brands.
- 52. A Path Forward for Spending A spending triage will prepare you for any future scenario 4. Spending Optimization A marketing spending triage quickly assesses which spending is critical based on: 1. What it is trying to achieve 2. Its performance 3. The opportunity to apply those funds elsewhere. X% 100% Marketing Spending Reinvest Reallocate Reduce
- 53. A Path Forward for Spending Priorities across the funnel have changed in recent months 4. Spending Optimization Awareness Acquisition LoyaltyConsideration In a buyer’s market for media, brands can achieve the next level of presence with the same level of spend Now may be the right moment for expanding your brand’s permission and reaching new segments Now may be the best time in a decade to capture share from new customers in play and competitors in shock But in some categories, it may be the least attractive customers in play For most brands, investing in the defense of newly vulnerable, valuable customers would make sense
- 54. 2020 H1 Planned Campaign 40% 30% 20% 10% TV/OTV Social Digital Display OOH SpendAllocation 60% 20% 20% 0% Social 'Personalised' Digital E-commerce TV/OTV SpendAllocation 2020 H1 Optimised Plan COVID Impact: 59% reduction in spend Results Brand A Market Leader Main Competitor Example: Brand A/Mass CPG in China Existing Assets • Un-produced TV footage • Past years TVC footage • Celeb photo shoot • Recorded brand anthem song Recut/Repurpose assets to create platform content and focused consumer engagement • 12X Short Video Content of 7sec to 15 sec recut from existing footage • 4X Long Video Content/Repurposed anthem to music video, recut of existing footage • 40X ‘personalised’/Occasion & moments driven messages using photo assets. Used as static and dynamic posts as well as downloadable • Linked all content to pack and coupons • Big data with platform to serve/rotate the library of content to the right audience at right moments with right messages One Exclusive Platform Partnership to optimise spends 4. Spending Optimization Conduct a marketing spending optimization audit to focus on critical messages and do more with less Past 7 Days Mar Apr May +0.2% +1.5% +2.9% -1.9% -1.5% 3.7% -1.5% -2.7% -0.1% Awareness Mar Apr May +0.4% +1.8% +1.0% -3.5% -1.3% 1.3% -2.4% -1.5% -0.2%
- 55. What is the new normal reshaping the experience your customers are expecting? 5. Customer Experience
- 56. Changed for now Physical protection and hygiene are paramount in the immediate term 5. Customer Experience 95% Of consumers want companies to implement physical protection and distancing measures to help keep them safe 80% Of all orders at KFC in China chose contactless delivery in Q1’20, a 40% increase in orders from delivery for KFC vs. Q1’19 Need higher res image
- 57. Changed for now Brands are finding ways to allow people to safely enjoy their favourite experiences 5. Customer Experience Stormtroopers are enforcing pandemic protection measures at Disney World, such as wearing masks and keeping distance. Bangkok opened a new drive-in cinema with a novel cooling system to help combat the discomfort of being confined to cars on a hot night. Tmall and Taobao have seen a spike in the sale of massage chairs and neck massagers as people replicate experiences at home
- 58. Changed for the next 1-2 years Industries facing prolonged impact due to COVID-19 are having to adapt the experience 5. Customer Experience Changi Airport installed proximity sensors on its automated kiosks to eliminate the need for travellers to touch the electronic screens when they check in or drop off their bags. Restaurants, such as Patty & Bun in London, offer DIY kits of their popular menu items as an alternative to dining out Meitaun’s ’Safe Trip’ hotel initiative championed cleanliness and saw a 1.6x increase in bookings
- 59. Changed forever Some brands are successfully trialing their service models in digital format for a longer-term shift 5. Customer Experience Fitness companies have shifted to a new model, virtualising their class experiences with live or recorded video. It’s likely that customers who have converted to digital services will stick to them after the immediate health crisis is over.
- 60. A Path Forward for Customer Experience Prepare for different scenarios of the future by creating the journeys today 5. Customer Experience What do consumers need right now and how have their behaviours temporarily shifted ? e.g. mitigating risk of infection Is your industry likely to see changes over the next couple of years that require a rethink of the related customer experience? What are the long-term shifts impacting your brand and business that will fundamentally reshape CX? Now Next 1-2 Years Forever
- 61. A Path Forward for Customer Experience CX can help inoculate brands during economic downturn 5. Customer Experience 3x Higher returns for shareholders over 2007- 2009 recession from CX leaders ‘[one of] the best ways to improve experience and efficiency at the same time are by increasing digital self-service and making smarter operational trade-offs, grounded in what matters most to customers’ Sources: McKinsey 2020
- 62. Where is innovation needed to quickly close the gaps and get you ready for what’s next? 6. Innovation
- 63. The last 4 months saw companies innovate like they always should have – lean, fast and agile, and driven by real human needs 6. Innovation 62% say their country will not make it through the COVID-19 crisis without brands playing a critical role in addressing the challenges 55% say that brands and companies are responding more quickly and effectively than government Source: Edelman Trust Barometer Report 2020
- 64. Companies across industries revamped their existing production lines to help fight the pandemic 6. Innovation Ford shifted its car production to make ventilators for patients and respirators for healthcare workers – and 3M, GE and UAW are working to speed up that production. A number of luxury fashion brands have turned their production lines to making surgical masks. UK-based F1 teams united around ‘Project Pitlane’ to assist with ventilator production. Ferrari developed ventilator for coronavirus patients, designed and built in 5 weeks.
- 65. For COVID-19, competitors are partnering to develop life saving products more quickly and efficiently 6. Innovation Google and Apple jointly created the Exposure Notifications System out of a shared sense of responsibility to help governments and the global community fight the pandemic through contact tracing.
- 66. A Path Forward for Innovation Scaling your pandemic innovation skunkworks to solve for what’s next • Conduct rapid “Futurecasting” exercise, to assess the implications of the current environment on the client’s innovation agenda • With the Futurecasting findings the team then conducts a “Gap-Analysis” of the client’s current innovation pipeline, to both identify gaps that have emerged and new opportunities that have been created • This insight is then used to seed an Innovation Co-Creation Workshop, which reprioritizes current pipeline initiatives and shifts resources to close pipeline gaps WE’VE DONE THIS WITH…HOW? 6. Innovation
- 67. Return to Growth: Part Three A Practical Approach for Brands & Businesses
- 68. The 6 critical actions for brands to return to growth which does your brand and business need to address? 1 Brand Relevance Reframe what you “say” and “do” to maintain your brand relevance in this new normal environment. 2 Retention & Acquisition Determine which customers are at risk right now and create tailored retention and acquisition programs. 5 Customer Experience Determine which changes to the customer experience are here to stay and how they can be delivered profitably. 4 Spending Optimization Conduct a marketing spending optimization audit to focus on critical messages and channels and do more with less. 3 Commerce Ensure all your selling channels are working as hard as they should. 6 Innovation Reprioritize your innovation agenda to meet new customer expectations and capture new growth opportunities.
- 69. An approach to growth in Turbulent Times Setting priorities and 6 sprints for rapid change Priority Setting Workshop 1 2 3 4 5 6 Brand Relevance Retention& Acquisition Customer Experience Spending Optimization Commerce Innovation Reframe what you “say” and “do” to maintain your brand relevance in this new normal environment Determine which changes to the customer experience are here to stay and how they can be delivered profitably Reprioritize your innovation agenda to meet new customer expectations and capture new growth opportunities Conduct a marketing spending optimization audit to focus on critical messages and channels and do more with less Ensure all your selling channels are working as hard as they should through a commerce accelerator Determine which customers are at risk right now and create tailored retention and acquisition programs 4-5 WEEKTAILORED SPRINTS
- 70. Questions? Get this deck on the global Ogilvy website: Ogilvy.com/ideas