OT: Spielberg on 'Marketing'
Thornhill
missed The Comedy Skiff, not to mention The PT-Boat of Satire.
Thornhill
http://www.clickz.com/crm/crm_strat/article.php/1383161
Does 'Minority Report' Portray a Scary Future?
Jack Aaronson
7-11-2002
Seeing the new Steven Spielberg flick "Minority Report" got me
thinking about the difference between mass marketing and personalized
marketing.
I attended a matinee on Sunday because several people have told me
about its futuristic visions of brand, interactive, and direct
marketing. They told me it explores a lot of ideas surrounding
personalization, and it raises a lot of concerns about privacy. What
resonated with me, however, was something completely different.
For those who haven't seen the movie, the relevant part for this
article is the depiction of electronic billboards and displays. Using
a retinal scanner, the billboards (such as those on the walls of a
subway) call out the name of the passerby. One ad, for American
Express, shows the passerby's name on an American Express card, with
the "Member Since" field dynamically updated to reflect that person's
membership. A Guinness ad speaks to Tom Cruise's character as he walks
by, saying, "Hey, John, you look like you could use a Guinness!" The
most interesting example, however, is when Cruise's character walks
into a Gap store. The ad welcomes him back and asks if he enjoyed the
shirts he had bought previously.
A scary vision? Many of the critics writing about the movie seem to
think so. Many of the reviews have talked about its "complete erosion
of personal privacy" (Entertainment Weekly), and how "intrusive" the
personalized ads are (The New York Times). I even went to the privacy
experts I know and got their opinions. Scott Beechuk, co-founder of
PrivacyRight, agreed that "'Minority Report' does bring to life our
greatest privacy fears." Since he follows privacy issues much more
closely than the average movie critic (because this what he does for a
living), Beechuk also acknowledged that "it's unlikely that this
Hollywood prediction of personalized advertising will become a
reality."
In my view, this movie does not present a scary picture of where
personalization and privacy might go. The movie does, however, present
a scary picture of what can happen when personalization and direct
marketing take over the media currently used for mass marketing. It
also reinforces the fact that personalized and direct marketing will
never replace mass marketing, as there is room, and need, for both.
Let's think about it. That Guinness ad isn't really new. Every online
store worth anything welcomes me by name. Technologies such as Flash
have allowed stores to start putting my name directly into their
graphical ads.
The lesson is mass marketing ads that include the user's name seem
disingenuous and intrusive. I received a mailing (real mail, not
email) from Office Depot. It said on the front, "This special is just
for you, JACK AARONSON." Inside, the "special offer" was merely a
coupon for $10 off my next purchase. Much in the way personalization
and mass marketing mix in the movie, Office Depot's mixed use of these
techniques offended me. Why? Because a $10-off coupon doesn't seem
that special to me, and it was definitely not personalized. I bet
everyone who got that mailing had the same "special offer." Oh, and a
note to Office Depot: Putting my name in bolded all caps is really
effective at disguising that this was merely a mass promotion with a
simple mail merge. Good job.
What about the Gap example? Many online stores recommend products to
you based on your previous purchases or ask you to fill out a
questionnaire about a product you bought. But in the movie's version,
the Gap billboard is what my ClickZ colleague Martin Lindstrom calls a
"passive" medium. It is not appropriate for the billboard to ask, "How
are those shirts you bought?" because there is no way for the user to
respond! Trying to make a passive medium look "interactive" is just
heightening the chasm between these paradigms.
What about recommending products based on your past purchases? Most
companies have been doing this for years. As long as these types of
marketing techniques are done in a "private" way, most people don't
have objections. If I could walk into a Gap store, go over to a
"Shopping Assistance" counter, scan my ID, and print out a
recommendation list, I would. In that scenario, my interaction with
Gap would be private and proactive. I asked for something, and Gap
responded in a personalized way. The intrusive display of personalized
information in "Minority Report," along with the fact it is done
publicly, is what is disturbing.
At TechXNY a couple of weeks ago, I saw Palm Pilot and Windows CE
"scanning booths" all over the place. Basically, you walk up to one of
these booths and point your PDA at it. The booth then downloads
information (such as a game or a promotion) to your PDA. It is easy to
imagine the evolution of this to include personalized information
based on the ID of the PDA. This will be a fine evolution, because
your PDA is a private device and the information is for your eyes
only. Scanning your PDA for an ID and then publicly presenting
information for you would not be OK.
"Minority Report" does paint a scary picture of marketing's possible
future. What is scary about it, though, is not the fear that
personalization might eventually go too far. The real scare is in
seeing what might happen if we, as an industry, mix personalized,
interactive, and mass marketing in inappropriate ways.
So, the next time you consider adding a user's name to a mass
marketing ad that isn't really personalized or wonder how better to
personalize a user's experience in the offline world (where other eyes
could be watching), think about "Minority Report" and the picture it
paints. Remember there is a big difference between mass marketing and
personalized marketing and combining them may not always be an
effective, or appropriate, strategy.
Until next time...
Jack