TA #133: 🥛 Milking brand voice for all it's worth

You're doing great. [Click here to read this on the web](. [Ann Handley's biweekly/fortnightly newsletter, "Total Annarchy"]( [London Tube takeover?](?awt_a=8LvK&awt_l=OZZuR&awt_m=3cyqlf9WOdUyQvK) Welcome to the 133rd issue of Total Annarchy, a fortnightly newsletter by me, Ann Handley, with a focus on writing, marketing, living your best life. I'm glad you're here. Was this email forwarded to you? You deserve your own: [Subscribe here.]( Boston, Sunday, March 12, 2023 Hi, Cherry Blossom. Let's pretend you are a marketer for a large consumer brand. You plan to launch an email newsletter. You call it "Spam the Newsletter." You'd never do that, right? It's like a grammarian named "Typo." Or a hopeful politician with the name "Loser." Or if Harry Potter changed his surname to "Voldemort." But let's pretend you did call it Spam—you really did! (And when you write your first issue you misspell your CEOs name (twice). You address your newly acquired subscribers as "FIRSTNAME LASTNAME" (literally—that's the "name" you use).) (Pause here to check if all those parenthetical asides are parenthetically closed correctly. Yes? Yes! Onward.) * * * What's the best way to get subscribers to your fresh new newsletter named Spam? A. Create a viral Twitter thread followed by a CTA like Sign Up for More of This Brilliance Or Die Penniless and Alone. B. Display an aggressive website pop-over that assaults anyone whose cursor hovers within a hair of the browser address bar. C. Buy a giant billboard (a billboard!) in the heart of NYC, with a self-effacing invitation to subscribe. (Did you catch that? A! BILLBOARD!) Put similar giant messaging in the London Tube and on billboards and outdoor and digital displays globally. * * * If you're oatmilk company Oatly, you choose billboards. Because you actually have created an email newsletter named Spam. And last week you invented a week-long festival ("Spam Week") to promote new signups via outdoor and display worldwide. You papered tube stations and billboards like a deranged evangelist. [Oatly billboards at Penn Station](?awt_a=8LvK&awt_l=OZZuR&awt_m=3cyqlf9WOdUyQvK) It runs counter to everything we know in Marketing. It's weird and subversive. And so of course I had to find out more. I called Oatly. * * * Kevin Lynch is Creative Director at Oatly. Here's a condensed version of our conversation, with my observations throughout. ANN: What do you think you're doing? Why? How? KEVIN: Someone said to someone else, "Wouldn't it be funny if..." and laughter ensued. The global campaign for the newsletter came about in the same way: Someone said to someone else, "Wouldn't it be even funnier if..." We should probably come up with a more detailed backstory that includes user journeys, market analysis, and internal processes, dropping vague references about ChatGPT or Web3 along the way. Truth be told, we're just very bad at complicating things. ➡️ Takeaway for all of us non-Oatly marketers: Think differently. Think big! Ask: "What if...?" Yes, even you. The best ideas come from the most unhinged places. If an idea hits as insane... it's probably worth probing. Give yourself (and your team) the freedom and permission to wade into the Forest of the Shadowy Unknown. Peek in the shadows. Turn over the rocks. Find the Weird Idea Monster in his cave. Make friends with him. (Stroke the Weird Monster's underbelly.) Germinate those ideas (the ridiculous Crazy Idea Seeds) under a grow light. Maybe they won't thrive. But maybe they will. Maybe you'll back out of the Forest and scurry back to safety, but still you'll be changed. You'll never know unless you set a tone of FREAKY WELCOMED HERE. ➡️ Another takeaway: User journeys and market analysis... all great. But there is no page in the leather-bound Encyclopedia of Data (Volumes 1-52) that will point you to naming an email newsletter Spam and promoting it via outdoor. What also matters is your creative sensibility (gut, heart, brave moments you spent sitting quietly in the cave with the Weird Idea Monster). ANN: Tell me about the strategy. In subways, billboards... you aren't marketing the brand. You're marketing the newsletter. Why? KEVIN: We look at it as a brand awareness campaign that happens to end with subscribers. Because honestly, it's the same as a typical Oatly brand campaign. Same voice. Same product shot. Same lack of useful information. ➡️ Takeaway for us: This strategy is interesting. I wish we used it more often in brand marketing/advertising: Offer value—not just that the brand exists. Oatly is trading on the idea that it's weird to promote a newsletter on a billboard—which is fun and oddball in and of itself. But if I had Kevin's job, I'd next push it further—maybe leak out the content of the next issue? IDK, exactly. I'd need to stroke the Monster's Underbelly a little. (LOL sorry) BTW, I asked Kevin how many signups the campaign earned the Oatly newsletter. He said they aren't sharing. ANN: How would you describe Spam the Newsletter & Oatly's brand voice? KEVIN: John Schoolcraft, whose title is unclear but who seems to be in charge of a lot of things around here, likes to say Oatly is one of the world's most unexplainable brands. We're pretty sure he's using that to avoid answering questions. But the fact is we have no brand guide. We have a few beliefs you hear a lot: We like to be "consistently inconsistent." And we try to make sure the brand acts "like a human, not a company." Beyond that, for those of us who came along after the brand was already established, there's not really any guideposts to help get comfortable with the voice. We just keep bumping into things until we find our way to the end or until the lab technician decides to turn on the lights and end the experiment. Whichever comes first. ➡️ Takeaway for us: "No brand guide." Did that stop you, too? How does a public, global company in a hypercompetitive field with a market cap of $1.23 billion bump around in the dark... ON. PURPOSE? Despite what Kevin told me, I think their brand voice actually is explainable. I don't want to bog us down here in the middle of our convo with Kevin. But I'll define it how I see it—in the Everybody Writes section below. Let's keep going... ANN: You got some heat for Spam week, [particularly on Reddit]( which is famously hostile to brands and advertising, but specifically irritated at Oatly.* * Side note: Reddit user faghaghag wrote: "your advertising campaigns are consistently the most grating and pathetic faux-cool bullshit. I am actively hostile toward your brand." Faghaghag was so mad at Oatly that they even didn't capitalize the y in "your" in the first sentence. Brutal. KEVIN: I think this brand's commitment to act fearless is one of its most unassailable advantages. I really don't understand the level of fear marketers have about drawing criticism. Why not look at criticism as a sign that people care, and treat it as only the beginning of a conversation? We don't necessarily wish to be hated. But being ignored—now that's something to fear. * * * I love Kevin's last line, which reads like a mic-drop. [This is the signup for Spam by Oatly]( by the way. If you want to check it out. * * * HOT OFF THE PRESS: New Customer Engagement Report! [SPONSORED] [2023 Customer Engagement Report]( It's 2023, friends. It's time. We have to get serious about truly engaging our customers. Especially now, in a world that is... well, uncertain at best. Holding onto our existing customers—letting them know we are here and we care, truly helping them love us—matters more than ever, according to my friends at Braze. Yet the challenge is still: How can we actually build stronger relationships that will results in loyalty and referrals and all that wonderful momentum? What's the best approach? How do we navigate internal inertia and silos and all the things that get in our way? Braze asked 1,500 VP-plus marketers about exactly that. Then Braze distilled and shaped all the responses into one useful research report that gives us insights we need to build stronger customer relationships long-term. (Long-term is the goal.) The report is so helpful. [I encourage you to check it out](. [Reg. required.] Among the insights: ▶️ In many markets around the world, brands are investing more money on retaining customers than acquiring new customers. 45% of brands say they are spending more than half of their budget on retention in 2022, up from 33% in 2020. ▶️ Brands have a LOT of data. But managing it and using it effectively is ay-yi-yi tricky. This jumped out at me: "42% of respondents said working with internal data scientists who don't understand marketing priorities" is their top challenge. And: "38% cite a lack of data skills among marketing talent." (We can fix this!) ▶️ Solos + teams = tall barrier to progress. We need to fix this, too. (Braze has ideas.) Those brands with the most engaged customers are 2.6 times more likely to have marketing people who meet with cross-functional teams several times a week. ( this is so unusual & so necessary) ▶️ Consumers use more than one channel. Brands should, too. 66% of the brands excelling at customer engagement use at least 3 channels and earn all kinds of glorious outcomes: longer average lifetime per user, higher repeat buyer rates, higher sessions per users. All of it. The research also shares the stories of how some companies (Gympass, HBO Max, KFC Philippines, Hugosave) are killing it with Customer Engagement. [Download the whole, glorious 3rd annual Global Customer Engagement Review to evaluate and elevate your own customer engagement strategy](. [Reg. required.] [EVERYBODY WRITES]( TIP OF THE FORTNIGHT (your EW-TOF (?) - working on a better acronym) ["Welcome, FIRSTNAME LASTNAME"](?awt_a=8LvK&awt_l=OZZuR&awt_m=3cyqlf9WOdUyQvK) Above I promised a breakdown of the Oatly brand voice, based on my advice around brand voice and tone in [Everybody Writes 2](. The Oatly brand voice might not be documented (still sweating 💦). But it's embedded in the Oatly culture nonetheless. The place is crawling with it... even if no one has bothered to write it down. You can even hear the brand voice in Kevin's answers to my questions. 💬 Intentionally ironic self-awareness. That image above is from the first edition of the Oatly newsletter. It's both ironic and self-aware. By intention. 💬 Consistently unexpected. Oatly commits to the bit. It never wavers. The consistency of voice across all its channels—from [its website]( to [its packaging]( to [its TikTok]( to when a random stranger (me) calls up leadership (Kevin). The fact that Kevin never once veered into the Marketing-speak lane during our exchange. Kevin literally talks in the Oatly voice. 💬 Laughter not lecture. This once actually came from Kevin, when we talked about the newsletter strategy: "When we're not wasting people's time with ridiculous newsletters, we're trying to create a more sustainable planet by shifting people's consumption habits from animal-based to plant-based. We think we'll be more successful doing so by using laughter rather than lecture." * * * So Oatly didn't have a documented tone of voice. But I guess now it does... lol. My brand voice advice to you: Your Brand Voice should reflect your culture. That's why Kevin easily speaks it. (I now have a new bar for measuring Brand Voice: Does our Leadership speak in our voice?) Brand Voice is embedded in your culture. Brand Voice doesn't lounge around on top of it, casually scrolling Instagram, working when it feels like it. Brand Voice is the most visible and hardest working employee you have. It's toiling in the last light of the day, rooting deep in the peat moss of your culture. And besties with the Weird Idea Monster. In Oatly's case, at least. DEPARTMENT OF SHENANIGANS [Snowbi Wan Kanobi is the hero we need](. SELECT EVENTS 📆 EARLY BIRD PRICING ENDING SOON! [The Creator Economy Expo (CEX)]( Expo is the #1 reason to go to Cleveland this May. Join me there... and to sweeten the deal, use code FRIENDOFANN for $100 off. P.S.[Get a vibe for CEX here](. 📆[MarketingProfs B2B Forum]( will become your favorite two days of the year. I'd love to show you why and give you a high-five or a hug, depending on our relationship. * * * Thanks for reading this far. Thanks for your kindness and generosity. Stay sane. Stay healthy. See you again on March 26. [Ann Handley]( P.S. If you like this newsletter and want to support it, you can: 1) [buy the new book](. 2) [Leave a book review on Amazon.]( Or [Goodreads](. 3) Forward this newsletter to a friend with an invitation to subscribe right here: [www.annhandley.com/newsletter](. 4) Hit reply and say hello. 5) [Hire me to speak](. SPECIAL THANKS to [AWeber]( being the provider of choice for Total Annarchy. If you are looking to up your email game, [I highly recommend](. 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