Friday, 9 November 2012

Coca-Cola, Healthy Lifestyles and CSR: Meaningful Initiatives versus Gimmicks


In theory Coca-Cola’s attempts to address the health issues associated with their products is admirable. But their latest venture – the Work It Out Calculator – is not just a marketing gimmick, but a socially dangerous one at that.

The online 'tool' launched in UK gives exercise suggestions to burn off the calories consumed in a Coca-Cola product. For starters, different people need to do different amounts of exercise depending on their weight, therefore rendering the ‘calculations’ useless. But more importantly, Coca-Cola has about as much credibility to teach us about health as GΓΌ or McDonald’s. 

This is not criticism - what these brands provide instead is fun, indulgence and pleasure. There is no need to dilute their attractive taste-based propositions in this apologetic manner. I doubt Coca-Cola’s website is consumers’ first port of call to learn about calories and nutrition!

That said,  Coca-Cola's partnership with StreetGames (a charity that helps make sport accessible to young people) is bang in the money since it promotes a positive attitude to exercise. The difference between the two initiatives is subtle but important. The Work It Out Calculator encourages feelings of deficit and guilt. The mentality of ‘I’ve consumed 73 calories so I need to do 18min on a treadmill’ is most prevalent amongst people with eating disorders.  As a young people’s brand Coke has responsibility to stave off such unhealthy attitudes, not promote them. The StreetGames partnership, on the other hand, not only leverages Coca-Cola’s upbeat and democratic brand but also provides tangible benefits to users and community. 


CSR is to be celebrated, but only when it is meaningful and effective. Coca-Cola can do so much good; it’s a shame to see them waste resources on useless, half-baked initiatives.  

Friday, 19 October 2012

Enhancing Customer Experience Through Infographics: What 3 and Wonga Have in Common


Infographics are growing in popularity and stature, but their potential to enhance customer experience is still largely untapped.  Any brand that has to present its customers with complex quantitative data would benefit from doing so in a more user-friendly way.

Telecoms company 3 has just launched an app-based tool that allows its subscribers in Sweden to view their bill data and mobile usage in a funky interactive graphic funky interactive graphic form. In other words, it has turned a customer pain point of trawling through incomprehensible bills into a user-friendly, pleasurable experience. This is a great hallmark for a youthful and irreverent brand like 3, helping to differentiate its offer from that of other telecoms providers. 

Utilities and financial services brands could similarly make their customers’ lives easier by portraying bills and offers in a visual, straight forward and interactive manner. Wonga seems to have caught on to this with their simple loan calculator that takes complexity and confusion out of the application. 


The categories that could make best use of such visualization – telecoms, utilities and financial services – are not renowned for their customer-centricity. Which is precisely why they ought to take notice of this powerful tool.