Blogs - Whiteoaks PR

As a communications professional there’s one buzzword I’ve heard, seen and used a lot over the last few years — personalisation. As both marketers and consumers, we know the benefits and there are myriad stats to back that up.

A quick google yielded these beauties:

91% of consumers are more likely to choose a brand that gives them relevant offers and recommendations
84% of consumers are more likely to spend with a brand when they’re treated like a person and not a number
80% of companies say business has improved since using personalisation

The thing about personalisation, is that it’s more than knowing your name; it’s getting recommendations (Amazon is leaps ahead with this) and content that is specific to your needs. If you think about it, with the abundance of data and use of smart algorithms, brands know a lot about you. From what device you used to open an email, how long you watched a video, to what you searched for and what you have in your online shopping basket.

And it’s easy for brands in the digital age because everything we do is online, connected, part of something bigger, so there’s always that abundance of data.

But what about offline? Does personalisation still work? Does advertising still work?

Consider this: I hardly ever watch live TV. Why? Because like many people I am addicted instant gratification. Wait a week for the next episode? Sit through an ad break? Pfft. Binge watch on Netflix, NowTV, Amazon Prime (yes, yes I have all three)? Now you’re talking my language.

I did, however, catch a bit of live TV last week, about 10 minutes in total. During that time I happened to see an ad that changed my life. It was for coffee bags. Like tea bags, but coffee. And if there’s one thing I love as much as series-on-demand, it’s coffee. Good coffee.

Pre-digital age I would’ve run to the local supermarket to look for them. But today? I did what any lazy shopper does and found them on Amazon. Click, click, ding dong. From awareness to purchase in less than 24 hours. Certainly a coup for marketers.

But who gets the credit? What is this success attributed to? Targeted advertising? Personalisation? Or just pure chance.

I’d be inclined toward the latter if I just bought the coffee bags willy-nilly. But I didn’t. While it was quick and easy to find and order them, I had the added benefit of being able to read reviews — which were decent, unlike the coffee bags I ultimately bought.

And those reviews and the additional data around the bags, while not strictly in the realm of personalisation, still ensured that I was getting a product that met my needs.

The whole exercise did more than show me that tv advertising does still kind of work. It reinforced the idea that everything is connected. From the channels we use to the way we use them and likewise in the way that we’re marketed to. Different channels and platforms fulfil different needs, but they are all working together in an expanded marketing mix.

And with that in mind, my coffee bag experience doesn’t seem nearly as random now!

“Let’s meet for brunch and then spend the afternoon shopping.” Brunch? Yes, absolutely! Spend the afternoon shopping? No thanks! Those four words have me running for the hills: the crowds of people; constantly feeling rushed; not finding anything that catches my eye. And don’t even get me started on queuing for the changing room!

For me, it’s online shopping all the way: the convenience (not laziness!); the accessibility; the choice. And, quite clearly, I am not the only one. In a study performed by Orbelo, there are roughly 7.8 billion people in the world and it is predicted that more than a quarter (26%), or 2.05 billion of them, will be online shoppers by the end of 2020. Furthermore, a report by global professional services firm Alvarez & Marsal estimates that 17.2 million British consumers plan to make their switch to online shopping permanent as perceived risks of contracting COVID-19 at physical stores redirects spending into online channels.

Online consumerism is not only here to stay but is on the rise. With this comes increased competition as retailers look at ways of developing new engaging, interactive online experiences that go beyond just click and collect or delivery: the next level experience for shoppers, enticing them and drawing them back. Cue AR.

Augmented Reality (AR) is being used by retailers to take their online shopping experience up a notch to establish an advantage over their competitors. To remain competitive and profitable, it is no longer enough just to have an online presence. An online shopping experience must now be personal and interactive to help ease buyer uncertainty and drive profit through consumer satisfaction.

You can only imagine my delight in this world of AR coming to life from the comfort of my own home. It’s essentially bricks and mortar shopping but remotely – far removed from heaving crowds and deafening background music.

Ever made an online shopping mistake because you didn’t notice the pair of trousers being listed as high-waisted before clicking “pay”? No longer an issue thanks to ASOS’s Virtual Catwalk. Want to make sure your coveted IKEA sofa will look good in your lounge? Never fear, there’s an app for that now. Even the wine world is upping its game with Living Wine Labels combining history, virtual integration and good wine (19 Crimes Red Blend – 110% recommend and not just because of the Irish-accented label talking to me).

And it’s not just consumers benefitting from AR. Retailers are reaping the rewards of AR as well, which include better product exposure, improved online sales, increased customer loyalty and reduced returns.

Although AR is still in its infancy, the technology is already becoming integral for major retail brands and it’s becoming clear that the time for retailers to invest in it is now. This new wave of immersive shopping is setting new expectations for today’s digital customer. In fact, 71% of consumers say they would shop more often with a retailer if they used AR and, by 2025, it’s predicted that AR will be common place.

I wholly expect this trend to not only continue but to be developed even further in this sector as more shoppers utilise online shopping and competition between retailers heats up. So, while sitting in the comfort of my lounge, wishfully “trying on” Gucci footwear that I most definitely cannot afford, I eagerly await the emergence of the future exciting online retail AR ventures that will no doubt give me further reason to stay put and shop online!

‘The Future’ – all rather exciting, isn’t it? Especially after spending months in lockdown. As the world around us continues to grow and evolve, so do the industries and products that we create: food, music, fashion, technology. Technology is a big one. Can you believe that there are twenty-four different types of iPhone to date? Twenty-four?! Granted they are the size of small laptops now and it’s amazing to think that the top-dogs over at Apple still see room for improvement.

That’s what the future of technology is all about: improving tasks that can be actioned quicker. Pictures that can be taken faster, and in better quality. God forbid if we ever must pick up a pen again – surely we can type everything moving forward? While the idea of a digitally driven life is seen to be smart and efficient in the eyes of many, it’s important that we acknowledge the man-made creations that we would be giving up as a result of these progressions. If typing were to replace the physical act of handwriting, then the humble biro would become obsolete. The notepad would be forced to retire. As we welcome the future of technology, we unfortunately wave goodbye to pieces of our past.

This year, Argos announced that it would be ceasing the publication of its legendary product catalogue after forty-eight years of development. The world’s thickest Christmas wish list (as seen through the eyes of me and my sister) will no longer be regularly printed by January 2021. Speaking with BBC News, Mark Given, chief marketing officer at Sainsbury’s, claims that customers’ tastes “have changed over the years” alongside their shopping habits; where an “increasing shift towards digital shopping” has resulted in the decision to cease the Argos ‘book of dreams’. Here lies a prime example of the cost that comes from the digital revolution, the price we pay when technology presents quicker alternatives to traditional methods.

While many see change as a daunting and threatening presence, we must also remember the good that comes from evolving technology. Another announcement made this year details how Sainsbury’s is testing a virtual queueing system that will allow customers to wait for entry to the store from the comfort of their nearby car or local café. The Times reports that the idea behind the app is to prevent shoppers from waiting in the harsher weather come autumn and winter, when socially distanced queueing will be less appealing. I’m sure the creative team at Sainsbury’s HQ got a pat on the back for that one: a prime example of the benefits that come with the growth of technology. Why waste your time in a supermarket queue when you can be defrosting from the cold, winter air in your car parked meters away? Genius.

The future of technology is truly a mixed bag; we will feel remorse and sadness at the loss of old friends, but we will also embrace the arrival of ‘new normals’.

Regular use of social media by businesses has become one of the most reliable ways to communicate with customers and clients quickly and easily. Public relations campaigns no longer rely solely on traditional forms of content such as print media, so it is crucial for businesses to keep up with evolving trends. While it has become increasingly common to see firms managing LinkedIn, Twitter, Facebook and Instagram accounts, a new contender is quickly making an impact in the market.

Through utilising short-form content, TikTok is proving highly popular with the younger generation in the form of snappy, humorous and easily shareable videos, but why? And is there a place for businesses to capitalise on its growing popularity?

If we look into the psychology behind short-form content, a case has been made that for Generation Z, attention spans have shortened. Content can now be accessed more quickly and more easily, creating greater levels of instant demand for multiple pieces of content, and TikTok has continued this trend by putting a 60 second limit on multiple clip uploads. And it’s not just video. Pop songs are now 1 minute and 13 seconds shorter than they were 20 years ago. Increased quantity of content in a shorter form is now the name of the game.

Much has been said on the benefit that video content can provide to organisations. It has shown to grab a customer or prospect’s attention in a way images can’t, so many are now taking advantage of original video creations in their social media campaigns. But there’s a case that it may be time to complement those 2-3 minute informational videos with short-form light-hearted content to add a new dynamic to customer relations, with TikTok potentially holding the key.

As the PR landscape continues to be driven by social media more and more, is it time for businesses to jump on the TikTok bandwagon? TikTok’s potential in the business world could well be fulfilled by Microsoft’s apparent interest in acquiring its US operations in the near future.

With LinkedIn already a part of the Microsoft portfolio, could we see TikTok video integration on the platform in the future? Some of the world’s biggest brands already use TikTok to communicate with customers, with NBA and Apple Music sharing unique short-form videos to their followers. The uptake of the platform with other major brands may well hinge on current investigations on how the firm currently handles sensitive data. Many global businesses are likely to be watching these developments with interest.

With the Covid-19 pandemic affecting many across the globe, organisations and industries have looked to bring a new light-hearted approach to their marketing and bring people together during these tough times. Many organisations could well find that by utilising TikTok and other social media platforms to share fun and engaging content, a whole new type of bond can be built between customer and business.

Name, title and how long you’ve been at Whiteoaks

Maddy Birtles, Account Executive, have been at Whiteoaks for 1 year 9 months

In your current role, what does a typical day look like?

Every day can be different in PR, but a typical day in my current role usually starts with reading the morning papers and looking online for the latest headlines and news stories. From then, my day will involve a couple of weekly catch-up calls with clients, team meetings and brainstorms and speaking to lots of journalist in media to secure ops for clients; ranging from press releases, thought leadership articles, briefings, features and news hijacking.

How did you get into PR?

I worked as a marketing assistant prior to my first PR role at Whiteoaks. Having experienced marketing for a couple of years, I was keen to explore another avenue and I was always intrigued by the buzzy fast-paced environment surrounding PR. I saw Whiteoaks was recruiting for a Junior Account Executive, and the rest is history.

What did you study and how has it helped you grow your career?

I completed a marketing apprenticeship while working at my previous job, which not only gave me some great workplace experience, but also gave me the confidence to get myself out there and explore new opportunities and a career path in PR. I think the knowledge I gained and confidence I built helped me right from the interview stage and kick-started all the new skills I have learnt now.

Why PR?

I’ve always kept myself up to date with the news and what’s going on in the world, which plays a huge part in PR. I like getting creative and being able to use that creativity towards building a brand, and I like being part of that brand’s journey. Being in a PR agency environment also gives you such a variety of different clients and sectors to work with. I enjoy building my own knowledge on the wide industry landscape, as well using it to secure opportunities for clients.

What is the best part of your day?

Receiving good feedback from a client always boosts my day. Knowing that the results you and the team are delivering are having a positive impact for the client and making a real difference to their business is definitely a motivator for me.

What advice would you give to people who want to get into PR as a career?

If you’re keen to get into PR but don’t necessarily have the qualifications, don’t let this prevent you from getting your foot in the door, work experience goes a long way. Don’t be afraid to get creative, keep up with the news agenda and touch up on your social media profiles if you haven’t already – these are a great way to connect with journalists and others in the PR network, as well as build your own personal PR profile.

What do you like most about your current role?

Being in the thick of the excitement when you secure a great opportunity for your client has to be one the most enjoyable parts of the role. Collaborating with the team and coming up new ideas is also something I really enjoy.

If you didn’t work in PR, what would your ideal job be?

I’d be an interior designer and own a bakery on the side.

Social media is now firmly part of the marketing mix and is a powerful way to communicate with customers, partners, employees and prospects. A core part of social media strategy is to make your target audience stop, engage with your content, and take action. The question you have to ask yourself when creating content for your brand is what makes a user stop, what’s in it for them? A person will only stop if they are getting something in return. Will it educate them? Help them? Humour them? Can they relate to it? Content is the ultimate currency when it comes to social media. And how that content is distributed adds another layer.

Having a corporate social media account that shares great content is powerful but there is more that can be done. Your employees are the backbone of your business. They drive it forward and deliver customer success. Employees are the lynchpin of your organisation, and arguably your biggest advocates. Encouraging your leadership team, spokespeople, key representatives or sales team to join social media and be part of your corporate social media strategy is a hefty mix. Not only does it expand your reach, but it expands your reach with the right audience by tapping into networks your employees have built up. Having your employees on social media also helps put a name and face to your brand and can deliver your content in a more genuine, trustworthy way. People like people.

Careful consideration should be given to who should represent your business. You should also make them aware of your social media policy and what they can and can’t do. Keeping them updated with what social media best practice looks like will also help them get better results. Whether an individual is about to start representing your business on social media, or looking to refresh their approach, they should always remember the basics:

– Your profile is your online introduction. Create a professional looking page with a professional photo (no holiday snaps)
– Grow the right audience. Think quality over quantity. If someone can’t add value to your network, don’t add them
– Share your knowledge with captivating insightful information and updates
– Establish a good post frequency between business and industry updates. Don’t spam your audience by constantly sharing corporate post activity
– Balance professional and personal. The more transparent an individual is, the more trustworthy they will be. No ‘business babble’
– Listen engage and interact with your audience

Combining corporate social media channels with key individual accounts will not only enhance your social media strategy, and social ROI, but it will position key employees as thought leaders in their field of expertise online. Growing an army of social media influence will allow people to engage with your business in a more friendly genuine manner. Find out more about our digital capabilities here

Laughter is good for soul. Or so the saying goes. We find humour in everything, from dog and cat videos online, to stand-up comedians and 30-minute sitcoms. But what about elsewhere like adverts or brand communications? Definitely yes — the Old Spice ad of The Man Your Man Could Smell Like sticks in my mind, as does the self-deprecating humour of the Skoda ads or the classic Skittles.

It’s easy to recall it in the B2C environment but when it comes to B2B why aren’t we using more humour? But I guess the question many people would rather ask is should we use humour in B2B.

Again, my answer is definitely yes.

B2B isn’t some impenetrable fortress of earnestness. Because the one thing we often forget about this space is that B2B decision makers are people too. It’s true that the purchasing decisions are bigger and require more research (aftershave versus buying hardware for an entire enterprise, for example) and the consequences of making the wrong decision are also greater. But…brands still need to attract attention and help buyers along that journey. And what better way to do that than with humour?

There are many things that don’t translate from the B2C environment, but humour isn’t one of them. B2B audiences are more serious, because let’s face it, automation software or cloud aren’t inherently funny. But humour can be used to help brands connect with their audience and get their message across.

Humour can also help brands stand out in a competitive marketplace and make a product memorable. Just consider how this worked in the B2C context for Old Spice. It’s just an aftershave which is pretty subjective for most people and on its own definitely not something we find funny. And yet, humour works. Makes it memorable.

In the business to business space, and especially the B2B tech space, the same can be true. The key thing is that it needs to be done properly, tastefully, and align with the target audience. It also needs to fit in with the brand values, purpose and messaging, and form part of the wider marketing and PR strategy.

Ultimately, tapping into humour is often the key to unlocking people, even in B2B. The path to success, as with many things marketing and PR related, lies in its execution.

It’s those three short words many of us have come to recoil from – ‘the new normal’. We’d not heard this phrase much before 2020 and we’d be happy if we never heard the world’s most famous oxymoron again. Who was it who sanctioned taking the word ‘normal’ from the adjective box and dumping it into the one for nouns where it really doesn’t belong? Language pedants should be up in arms! Besides, surely ‘abnormal’ would be more appropriate to describe a situation that nobody could consider normal in any sense of the word.

What the new normal actually means has been changing seemingly every week and has extended to being asked not to scream on rollercoasters. It’s such a powerful phrase because it conveys the sense of inevitability – it’s the new normal so get used to it. This is perhaps the reason so many object to its overuse in the media, and by politicians and even scientists. There is an implied sense of permanence and we are left wondering if the old normal will ever come back.

The language of the lockdown is a fascinating subject to observe, especially as a writer, as a whole new vocabulary has sprung up over the past few months. Language has a powerful effect on our emotions and when we are exposed to negative vocabulary such as crisis, restrictions, quarantine, panic, unprecedented and death count, day after day after day it is bound to sink into our subconscious and have an effect on our psyche.

Many also question the widespread use of the term ‘lockdown’ itself. Dictionary definition, “the confining of prisoners to their cells, typically in order to regain control during a riot.” It is one thing to voluntarily stay at home to fight the spread of the virus, but ‘lockdown’ can conjure up feelings of being under house arrest in one’s own home and removes the concept of volunteering from the equation.

Another phrase nobody had ever heard before this year is social distancing – another oxymoron, which should have been dubbed anti-social distancing due to the effect it has on human relationships. Then there is the increasing use of uncertain, especially ‘we’re living in uncertain times’ and ‘we are uncertain of the outcome’. Similar to ‘unprecedented’, these words have dozens of synonyms, but the politicians and media have come to rely on these phrases to push home the point. It would be nice if they could have the imagination to conjure up some more uplifting alternatives.

On a lighter linguistical note, some creative souls have come up with a whole dictionary’s worth of lockdown lingo which may or may not end up in the dictionaries published in 2021, but can certainly give us a chuckle. Of the lockdown slang which has sprung up all over the place online, some of the stand outs include:

Coronials – “The generation born between December 2020 and March 2021, as a result of the enforced quarantining of their parents due to the Covid-19 pandemic” – Urban Dictionary.
Quarantinis – “experimental cocktails mixed from whatever random ingredients you have left in the house.”
Coronacoaster – “The ups and downs of your mood during the pandemic. You’re loving lockdown one minute but suddenly weepy with anxiety the next. It truly is “an emotional coronacoaster”.
Blue Skype thinking – “a work brainstorming session which takes place over a videoconferencing app.”

With so much negativity around the language of lockdown, finding such humour in it is important to maintaining our psychological wellbeing and to deal with adversity during what hopefully will actually turn out to be only a ‘temporary normal.’

While June saw the reopening of many non-essential shops (dependant on the following of new COVID-19 secure guidelines), it’s now the turn of pubs, bars, cafes and restaurants in England to welcome back customers for the first time since lockdown began in March.

From tomorrow (July 4^th) England will also see the likes of hairdressers and cinemas opening their doors once more. However, for the hospitality industry, as they start to resume operations, entering these establishments could be a very different experience from how it was before the coronavirus outbreak and much of the sector’s success will rely on technology to ensure the safety of both customers and staff.

To support the NHS’ Test and Trace initiative, the government is encouraging the likes of pubs to take records of customer data, including visit duration and name and number, when they enter the premises and maintain that information for at least 21 days. As well as having your pub session monitored, customers can also expect to be more widely using food and drink ordering apps to reduce contact with staff members.

Despite these safety measures, a recent survey from EY stated that more than two-thirds (67%) of UK consumers believe it will take months or longer before they feel comfortable going to a restaurant, with similar sentiments for visiting cinemas and bars/pubs.

Quite rightly, EY also identified that this reluctance to flock to the pubs when they open has caused a rise of the ‘anxious consumer’. With this in mind, it’s worth considering that while many backend operations have had to be put in place for businesses to integrate new apps and technology, in the months they’ve been closed, many establishments won’t have had the time to expand their own or their staff’s digital knowledge – particularly as the ONS found 80% of hospitality staff had been furloughed in this time.

Those new to this increased level of digital services also have GDPR to contend with which could become a legal minefield if not correctly monitored. Customer data is going to be pivotal to successfully and safely keep food, drink and entertainment businesses open, so handling this sensitive information correctly is going to be one of the most important aspects to a more digital hospitality industry.

As your time-honoured local is set to be a bit more tech-conscious, it’s probably inevitable that there will be some teething issues as they start to work with more app-based ordering and booking systems but hopefully they have used the lockdown time wisely by working with technology partners to help manage their capacity and safeguarding of data.

Ultimately it’s a positive step for England’s economy which has been hit hard since March 23^rd, and as the hospitality sector is one of the UK’s biggest employers and contributes billions in revenue, hopefully this keeps us on a safe path to a ‘new normal’.

Before the Coronavirus outbreak, organisations were facing mounting pressure to become more sustainable and ethical. But the pandemic has also inadvertently shone a spotlight on a new priority: human relations. Once this situation eases, there will be a clear divide between the businesses that got their communications strategy right and those that didn’t. Not just externally, but internally too.

How organisations treat their workforce and support their mental health has become one of the most prominent re-occurring themes in the press as a result of many of us being forced to work from home in either isolation or challenging scenarios. As a B2B tech PR agency, we are fortunate to work with many HR technology providers who have solutions to these problems, which until now had been down de-prioritised in the boardroom.

In my experience of working with these HR tech companies, it’s all about delivering value not taking advantage of low-hanging fruit as there is an obvious opportunity for significant growth right now. Instead, they are very conscientious and aware of both their external and internal image. That may be due in part to an abundance of surveys conducted prior to COVID-19 that showcase the importance of having purpose as a business. One such survey found that 64% of millennial employees wouldn’t take a job if the employer doesn’t have a strong CSR policy, and 83% would be more loyal to a company that contributes to social and environmental issues.

Imagine what the statistics are now for those businesses that simply treat their workforce properly, and those that support their local communities.

The c-suite has taken note of these statistics. Many business leaders have upped the ante on their efforts to show empathy not only to their workforce, but to the wider community. We may be in the middle of an unprecedented time, but we’re also witnessing amazing gestures when the world needs it most. You need look no further than the many supermarkets who are opening earlier for the elderly and key workers, or to footballer Marcus Rashford’s drive to get free school meals to children that need them.

These big brand names and celebrities haven’t been forced to start these types of initiatives. They knowingly did so to help people. From a PR perspective, the moment a business or spokesperson show that they are passionate and care about any issue is the moment that their story becomes more impactful to the end audience.

But how does play out in the corporate or B2B environment?

A survey by Gallup of more than 10,000 employees want their leaders to show four primary feelings; trust, compassion, stability and hope. It could be argued that stability and hope are dictated by economic means whereas compassion and trust are firmly within a business leader’s control.

HR technology has a unique and powerful role to play right now as it doesn’t discriminate or assume who needs help. These solutions provide tools for everyone, and those organisations that have begun using new forms of technology to empower and support their workforce are reaping the rewards. As we slowly move forward and look to recover, those businesses that have embraced improving their own culture will become more attractive to new talent. The business leaders that use these solutions are demonstrating compassion by providing a support system and as a result, are more likely to be trusted by the employee because they are seen to care about them. In turn, that employee is likely to become more productive as a result, and be more desirable to the employer from a career progression viewpoint.

Firms that demonstrate empathy and compassion are the ones that the public will trust. Shifting the perception of your business through positive communication will have a knock-on sales impact because the choice doesn’t just come down to price. It comes down to whether that provider is trustworthy and likely to value you as a partner, which can often be identified by the way they handle their communication.