Wallace & Washburn Associates LLC Wallace & Washburn Associates LLC www.decisionmode.com 1770 Massachusetts Ave, Suite 177, Cambridge, MA 02140 1770 Massachusetts Ave, Suite 177, Cambridge, MA 02140 Tel: 781-235-8882 Cell: 781-799-5444 Tel: 781-235-8882 Cell: 781-799-5444 Emotional Branding: Timely in the Internet World D ecision SCAN
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Kim Wallace NCK, SSC&B (Noxzema, Colgate Palmolive) Arnold/HBM (Salada, General Mills) Radcliffe Seminars faculty Top 5% LinkedIn Profile
Kim Wallace CEO
Harry Washburn • Harvard Extension School faculty
• Benton & Bowles (General Foods)• Harvard Business School
Faculty 20 Years
Co-Authors
• Top 1% in Amazon sales
• Published in 4 languages
• 3 Decision Making Modes
Kim Wallace Harry Washburn
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“Lively, lucid, smart and on target. I’m impressed.”
Ted Levitt, Dean Emeritus, Harvard Business School
“ The most pragmatic book on consumer marketing in years!” Amazon.com
Representative Clients
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A Changed Internet World
* New consumer freedom now due to empowering Internet experiences.“Within a few years the Internet will turn business upside down. Be prepared-or die.” Matthew Symonds, The Economist 1999
* Change from PUSH (TV, radio, etc.) to PULL online. “Thanks to the Internet, car buyers now hold the cards.”-Boston Globe 2013
*Messaging overload creates consumer “tune out.”
* Greater need to measure customer experience. “Your customers’ perceptions of their interaction with your company impacts your bottom line. You NEED your customers more than they NEED you. Even investors reward customer experience leaders!” –Forrester Research 2013
* Shift occurring from rational to emotional customer research. “The industry will shift from questioning to discussing, insight to forecast, rational to emotional.” - StrategyOne, Washington, D.C.
Major Packaged Goods Example: Determine the trigger which will motivate consumers to request a prescription from their dentist.
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DecisionSCAN
Q. In your opinion, what would motivate you to ask your dentist for a prescription?
You have possible damage to the bone, the tooth, you should do something about it in advance and try to stop it from ever reaching that point, and this is one way to do it. Certainly a deterrent to it, and so, yeah I would think that somebody who has that problem, that kind of a picture would catch their eye, especially is they saw red blood. I do have you know, if I brush my teeth hard enough or my gums, I do get bleeding sometimes. When I go to the dentist and I have my teeth cleaned, I bleed fairly well I guess. I do my share of it. I haven't been told that I have gum disease or anything, but I, you know, maybe that's something that could stop it from happening, if there's any indication at all that it might be there. That's something that if I thought I could use that and it would help the situation, sure. Without even thinking about it too much, and I think you…
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The Mouthwash Words Assembled The Mouthwash Words Assembled Raw VerbatimsRaw Verbatims1111
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Determine Word FrequenciesDetermine Word Frequencies2222 DecisionScanDecisionScan
You have possible damage to the bone, the tooth, you should do something about it in advance and try to stop it from ever reaching that point, and this is one way to do it. Certainly a deterrent to it, and so, yeah I would think that somebody who has that problem, that kind of a picture would catch their eye, especially is they saw red blood. I do have you know, if I brush my teeth hard enough or my gums, I do get bleeding sometimes. When I go to the dentist and I have my teeth cleaned, I bleed fairly well I guess. I do my share of it. I haven't been told that I have gum disease or anything, but I, you know, maybe that's something that could stop it from happening, if there's any indication at all that it might be there. That's something that if I thought I could use that and it would help the situation, sure. Without even thinking about it too much, and I think you. u , I do get bleeding sometimes. When I go to the dentist and I have my teeth cleaned, I bleed fairly well I guess. tooth, you should do something about
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Analyze Trigger Words Analyze Trigger Words 3333 Trigger WordsTrigger Words
Prescription Mouth Wash: Results
Objective Find key “trigger” words
Data Source Audio taped focus groups
Question “What do you feel would motivate you to take action?”
ThoughtTalk“If I have persistent bleeding gums I’d want it.”“Bleeding does show there’s a problem in the works.
Results
The product was successfully launched nationally with TV and print ads featuring a dentist referring to “bleeding gums" and pointing to a tooth illustration with a blood red gum line. The brand went national successfully in one year.
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DecisionSCAN
Philanthropy Example: WGBH-TV Fund RaisingObjective Motivate viewers to pledge more money
Data Source Groups plus surveys among WGBH non-giving viewers
Question “What in your opinion would motivate a pledge?”
Logic vs. Intuition
Maintain our high level of “If you think your pledgequality programming is unimportant, Think Again.”
ThoughtTalk“I think they’re doing well already without my pledge.” “I think I’d give if I thought there was a crisis.”
Results
A new Thinker-based campaign was launched: “Fewer than two out of ten viewers support WGBH, so if you think your pledge is unimportant, Think Again!” Mail-in “white mail” pledges increased 91%. Rolled out nationally.
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DecisionSCAN
Education Tag Line/Branding Example: Northeastern University
Problem Determine the most powerful message for admissions
Data Source Surveys of students, parents, staff, alumni and prospects
Key Question“What would you say to recommend Northeastern?”
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Q. What in your opinion what would you say to recommend Northeastern University?
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TRIGGER WORDS TRIGGER WORDS DECISIONSCAN DECISIONSCAN FREQUENCYFREQUENCY
coop 149
good 134
program 114
education 78
enter 76
work 75
job 72
get 22
contacts 15
something 16
occupation 35
employment 24
people 21
Northeastern University
ProblemDetermine the most powerful brand position and tag line for admissions
Data SourceSurveys among staff, faculty, grads, students, parents and prospects during 1986.
Question“In your opinion what would you say to recommend Northeastern over other schools?”
Logic vs. IntuitionA hands-on educational “Education that Works”experience
Trigger Words“Their co-op program gives experience.”“With co-op you can get a better job.”
Solution
The “Education That Works” tag line was created, incorporating key trigger words. Used for over 25 years. Over 46,000 applications were received last year, elevating NU to the top 3 universities nationally. 20
Public Relations Example: National Car Wash AssociationObjective Determine how frequent car-washers justify the expense
Data Source Intercept interviews at car washes
Question“In your opinion, what is there about getting your car washed that justifies the price?”
Logic vs. Intuition
The vehicle looks better “I feel better in a clean car.”
VERBATIMS SCAN FREQUENCYfeel 122 good 89better 256
ThoughtTalk“I actually feel better when my car has been washed.”“I feel good when my car is clean.”
Results
Press releases issued nationally. The “feel good” story (Commanders) was picked up by hundreds of publications including the Wall Street Journal and Forbes. Reaction so successful website changed to www.cleancarfeeling.com. 21
ThoughtTalk“Get prepared and protect your family.”“Do it for the kids and the family if not for yourself.”
Results
The new PSA message “Do it for the Kids” scored well with parents and singles. The impactful message generated over 10,000 downloads of “Top Tips for Survival.” A new web address was also added, www.mysafeflorida.com.
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DecisionSCAN
Merger Name: Beth Israel Hospital/DeaconessObjective
Create new name for the combined entity of Beth Israel and Deaconess hospitals
Data Source Surveys among consumers (patients and non)
Question“What words, thoughts or feelings come to mind when you hear the name Beth Israel Hospital?”
Logic vs. Intuition
Two of Boston’s Best “The CareGroup”Hospitals Combine Resources
ThoughtTalk“Beth Israel has caring nurses who treat you special.”“It’s the nursing care at BI that makes it so special.”
ResultsThe name CareGroup was adopted to reflect Beth Israel’s perceptual strength: caring.
ThoughtTalk"You'll grow as a person. Builds self confidence.“"I grew personally through the experience."
Results
Using a Personal Growth Experience promise, Outward Bound is now the #1 adventure-based education program in the world. It works. 80% of students want another course.
PR/Advertising: Outward Bound
Objective Determine best positioning and messaging
Data Source Focus groups U.S. (members and non members)
Question “What about Unitarian Universalism is most interesting?”
ThoughtTalk“It’s the church for relevant thinkers.”“Many famous Americans were members.”
Results
"The research uncovered the element which makes Unitarian Universalism most appealing to current and potential members; the encouragement of thinking, inquisitiveness and open-mindedness." A 30 page background on famous historical public figures which was incorporated into many weekly sermons. A Gallop Poll revealed that following the launch, despite national declines in all other church attendance, UUA generated significant increases.