Brand trust is the way forward for marketing: DDB CCO

DDB Worldwide chief creative officer Amir Kassaei says brands must be trusted as traditional pitches no longer work

The traditional marketing pitch needs to be abandoned in favour of brand trust with consumers, according to DDB Worldwide global chief creative officer, Amir Kassaei.

Speaking at the Mumbrella 360 conference in Sydney, Kassaei told delegates that because consumers are armed with Twitter and Facebook, they have the power to “just kill you”. He cited the case of a British Airways customer whose luggage was lost on a flight to the United States in September 2013. The passenger called up British Airways customer service after he landed in Chicago and asked where his luggage was.

“They [customer service] were treating him like an idiot so he began tweeting about his problem with British Airways,” commented Kassaei.

However, the man didn’t just tweet to his 500 followers, he purchased British Airways promoted tweets to spread his complaint much wider.

“In 24 hours, the [British Airways] CEO called him and his luggage was there. That explains a lot about the power that is shifting towards the people,” Kassaei said.

Marketers should strive for what Kassaei called “relevant truth” where the brands they are promoting connect with people on an emotional level.

“How do we create a relevant truth based on an existing product or new offerings that people start to care about it?” he asked attendees. “If we do that, consumers will do the job of communication by themselves via the Internet.”

He added marketers should not treat people “like animals” and resist the urge to try and sell them something.

“Respect them as human beings and people will be respectful back to the brand you are marketing,” he claimed.

As an example of respectful marketing, Kassaei shared the story of a drycleaners in Boston in the US. During the last global financial crisis, the drycleaners began offering a free suit dry cleaning service to unemployed people who were going for a job interview.

“In the long run, this drycleaner will make huge amounts of money because he will have a group of loyal customers who feel he is taking them seriously," he commented.

According to Kassaei, DDB strives for brand trust when it comes to marketing campaigns. For example, DDB Miami worked out a way to market Glad rubbish bags to young people aged in their 20s who care about music and the environment.

The team produced a Glad branded tent designed for music festivals. Once the festival is over, the tent can be turned into a large rubbish bag so the campers can take away their rubbish. Feedback from the target audience of young people was favourable, according to Kassaei.

Follow Hamish Barwick on Twitter: @HamishBarwick

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, or join us on Facebook: https://www.facebook.com/CMOAustralia

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Building a human-curated brand

If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.

Will Smith

Co-founder and head of new markets, The Plum Guide

Sustainability trends brands can expect in 2020

​Marketers have made strides this year in sustainability with the number of brands rallying behind the Not Business As Usual alliance for action against climate change being a sign of the times. While sustainability efforts have gained momentum this year, 2020 is shaping up to be the year brands are really held accountable for their work in this area.

Ben King

CSR manager & sustainability expert, Finder

The trouble with Scotty from Marketing

As a Marketer, the ‘Scotty from Marketing’ meme troubles me.

Natalie Robinson

Director of marketing and communications, Melbourne Polytechnic

It's a pretty interesting article to read. I will learn more about this company later.

Dan Bullock

40 staff and 1000 contracts affected as foodora closes its Australian operations

Read more

If you think it can benefit both consumer and seller then it would be great

Simon Bird

Why Ford is counting on the Internet of Things to drive customer engagement

Read more

It's a good idea. Customers really should control their data. Now I understand why it's important.

Elvin Huntsberry

Salesforce CMO: Modern marketers have an obligation to give customers control of their data

Read more

Instagram changes algorithms every time you get used to them. It really pisses me off. What else pisses me off? The fact that Instagram d...

Nickwood

Instagram loses the like in Australia; industry reacts positively

Read more

I tried www.analisa.io to see my Instagram Insight

Dina Rahmawati

7 marketing technology predictions for 2016

Read more

Latest Podcast

More podcasts

Sign in