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Products/Brands The

Is the
The Collective
ROI Through
Insights “Return on Insight”

David Armano
VP Experience Design
Critical Mass
The Collective Is the Focus Group
Revolutionizing ROI Through “Return on Insight”
by David Armano

There’s probably been no better time than now to ask the question “what’s the return
on investment?” for a particular initiative your organization may be contemplating.
Given the uncertainty of economic times, it’s understandable. Right now, companies
who have served as pillars of financial growth, are finding themselves in situations we
could have never predicted years ago. This points to a flaw in the predictive model—
that it’s not easy to predict a likely outcome, and yet we try to predict the return on
investment for initiatives to determine what gets funded and what doesn’t.

As far as marketing goes, there’s Which focus group could have

a tried and true model, which predicted the rising success of
has been in service for many a platform such as Twitter?
years—it’s called the focus Could they ever have guessed
group. The premise is simple: it would empower individuals to
create your product or marketing communicate during the recent
campaign and get it in front of Mumbai attacks in India or en-
people who you think represent able new behaviors such as the
a mid section of your intended “retweet,” which users leverage
David Armano,
VP Experience
consumer. Do it in a lab type to spread content virally? How
Design setting where you can observe would YouTube have fared in a
and document the reactions. lab setting? Would it have gotten
Then, generate a report which the backing required to create
informs the initiative as it moves what was eventually sold for
forward. Initiatives that “test” over a billion dollars in 2006?
well are the ones that get What if Facebook held a focus
support. Theoretically, these group to determine the viability
have the most promise to de- of every new feature they
liver a “return on investment.” wanted to try out? The problem
The model does work—but with hyper-focusing on ROI as a
it’s increasingly becoming less key indicator of future success
relevant in a fast paced digital is that it limits the quality of
world. In this world, a “mass insights, which can be obtained
audience” doesn’t really exist when an initiative is launched in
and brands that deal in niche a real environment. This is where
are rewarded. the collective comes in. In a
rapidly changing digital world,
the collective is the focus group.

01 was
temporarily taken
down so the
could be replaced
with a formal

Take for example, the “Motrin Moms” pull the ad,

example which gives us an insight into resulting in
how quickly things move on the Web. If their web-
you hadn’t heard about it, the case study site being
goes something like this. Motrin launches down for
a new ad targeted at Moms, which nearly a full day.
references carrying babies in slings as

“In a rapidly “fashionable” but

putting a strain on
Focus groups failed to provide the insight
that on the web, people like the Motrin
changing digital the body. The ad
goes over well in
Moms exist, and they have the means to
influence things like search engines, not
world, the mainstream focus
groups, but months
to mention the press. This insight means
you need to be prepared for scenarios
collective is the later a fury erupts
on the Web fueled
like this. The key takeaway is that while
you can’t predict a scenario such as
focus group.” by a small but
connected group
the “Motrin Moms,” you do have to
understand the dynamics of communities
of mothers active across social networks. in the digital space, because ultimately
Dubbing themselves the “Motrin Moms,” they can put you in a defensive position.
they quickly organize and voice their What’s the ROI on being able to handle
dissatisfaction with the tongue-in-cheek something like that?
tone of the ad. They cause such a huge
PR ripple effect that Motrin decides to

An Unconventional Process Tips On Getting More ROI
An inconvenient truth for many (Return On Insight)
organizations is that the ROI argument The digital landscape has become
can kill any initiative before it ever sees increasingly fractured, fragmented and
the light of day. The reason successful niche. In many ways it’s the polar opposite
applications such as the advertising- of mass media—which marketing has been
friendly Pandora seemingly come out designed to work with for years. Right
of nowhere is because they launch in now it’s more important than ever for
real time environments and are evolved organizations to invest in initiatives that
iteratively through user feedback. not only produce measurable results,
Employees of the service are active on
networks asking for suggestions to make
it better and no doubt they monitor
“An inconvenient truth
conversations happening around it as
well. It might just be time for marketers to
for many organizations
leverage a less conventional process that
looks less like a marketing campaign and
is that the ROI argument
more like some of the start-ups that launch can kill any initiative before
and learn as they go. The similarity is that
they both begin with an insight—but with it ever has the chance
the more unconventional process, the
insights keep coming after something’s to see the light of day.”
been launched. This process is built
upon leveraging a constant flow of but deliver findings that embolden the
small iterative loops that will allow the organization to venture into new territories
organization to plan, design, launch such as the emerging digital experiences
and measure based on the continual flow of social, mobile, cloud computing etc. In
of feedback they are getting. an effort to simplify some of the things you
can do, I’ll break down an “ROI toolkit” into
a 3 pronged framework that you can keep
in mind as you move forward with your
own projects and campaigns—whether
it be raising awareness, driving traffic,
generating word of mouth or adding social
functionality to your e-commerce site.

Unconventional Marketing (micro strategies, big insights, rapid iterations)

insights plan insights A. continue
design insights
B. try something else

launch adjust plan

learn little strategy
measure design
little strategy measure
little strategy measure
iterative cycle
© David // Armano
learning curve
iterative cycle learning curve

seeing what happens and analyzing
findings along the way. Just like the
Listen Learn Adapt “Listen” portion of the framework, “Learn”
is NOT a phase; it must be continual
Listen throughout the life of the initiative. The
There are so many ways to listen to what’s biggest distinction between the “Learn”
being said about your company, product, approach vs. the launch approach of a
brand, service and most importantly, traditional campaign is in the scope, size
related passion points (which may be and follow through. When launching
directly or indirectly related.) There are initiatives in a “learn” mindset, the goal
a number of ways to do this, applying is to start small and keep the momentum
services from vendors like Radian 6, going (as opposed to rolling out a
Collective Intellect or Nielson Buzz Metrics, marketing campaign and walking away
which will uncover and analyze what people from it). This can be applied to both
are saying both inside of communities and external and internal efforts as evidenced
on the open web. For our recently launched by P&G’s internal Social Media Lab—an
Pampers Village community, Critical Mass initiative that provides insights into the
partnered with Liveworld, which helps corporate culture of the organization as
us both listen to and moderate user it evolves. Learning is one of the most
interactions in the community. Trending important ways to measure “return on
topics on Twitter can also be used as an insight,” helping to reduce risk and make
indicator for what people are talking better decisions. Both are good things in
about—we call this “social sniffing.” a down economy.
Some of the tools can measure the
sentiment of a brand or product. The Adapt
listening phase is not just in the beginning, If estimating traditional ROI is a predictive
however, but throughout. It can start exercise, then gauging the return on insight
with modeling people’s behaviors in a is adaptive. In order to glean both strategic
persona-like fashion, but needs to extend and tactical insights organizations have
beyond archetypes. Listening through to be nimble enough to measure what’s
the life of a campaign or initiative yields working, what’s not and make adjustments.
insights toward attitudes and identifies who Think about navigating a small fleet of
has influence and where the most fertile speedboats vs. a large cruise liner.
grounds are to engage consumers digitally. Analytics play a big role in this—again
throughout the whole process. From
Learn helping to identify sentiment to measuring
If you don’t launch, you don’t learn. the effectiveness of a campaign or initiative,
This is why thinking in terms of “return the science behind marketing provides
on insight” is just as critical as thinking insights into how to move forward. But it’s
about traditional ROI. Pilot initiatives not just about data points—digital media
can be quickly launched using prototype is measurable because it’s digital but
methodologies. We will typically perform it requires a combination of analysts,
“rapid design labs” engaging multiple planners and other team members to
stakeholders across multidisciplinary make sense of the data. In order to adapt
teams, fleshing out objectives and getting properly the team needs to think like
into some ideation. By the end of the “digital anthropologists” sifting through the
session, we have the beginnings of quantitative data that analytics can provide
something that can be built. Unlike the and pulling insights from the qualitative
traditional mindset, part of the goal is inputs as described in “social sniffing.”

Staging a Revolution Within Your Own Organization
One of the big drivers behind re-thinking the traditional ROI framework is the advent
of Web 2.0 and social media itself—they have been nothing short of revolutionary.
Prior to these movements, web users were empowered through an abundance of
information and ways to personalize experiences. Today, the average consumer can
most likely move faster than your organization or brand could ever dream of. They are
spending their time differently, including a variety of peer generated media outlets
that complement professionally produced media. In fact, the two are becoming less
distinguishable. In order to keep up with the changing behavior of customers, your
organization may need to undergo its own revolution. As you prepare for this, you
might want to factor in the following considerations:

10 Ways To Get ROI (Return On Insight)

1. Are you actively listening to your customers in the places they

frequent online such as communities?

Are you launching initiatives that can be easily updated? Are
you enabling a “culture of rapid response”?

Are you evaluating current processes and updating them as


4. Are you building a culture where “failure” is acceptable?

Are you allowing your teams to create “pilots” prior to

scrutinizing them through traditional ROI exercises?

Are you planning initiatives that will help your organization

learn prior to backing major marketing campaigns?

Are you synthesizing qualitative insights in addition to

analyzing the hard data points?

Are you tweaking your strategy along the way, and adapting
where change may be needed?

Are you empowering all members of your teams to think and

act like “digital anthropologists?”

Are you evolving the tools and methods you use to measure
success (i.e. going beyond clicks and impressions)?

These are just a handful of high-level We believe that a revolution has caused
thoughts you can keep in mind as you consumers to evolve their behavior and
move forward in day-to-day projects. The that organizations need to undergo their
main takeaway here is that the Internet own revolution in order to stay ahead
has evolved into a highly fragmented and of the game. Insights from the collective
niche medium where the formula of mass can help lead our own internal evolution.
communications and even traditional We hope you will join us.
interactive tactics may not be as effective
as they once were. Every day, average
users are putting out both content and
Let’s Talk!
applications which sometimes compete
If you would like to continue
directly with your tactics. Remember that
the conversation further, please
the wildly popular “Scrabulous” was not
contact Heather Thomas at
initially delivered by a brand. Organizations Or
seeking to create something “viral”
feel free to talk to us on Twitter.
which gets spread organically through
the digital landscape are faced with
difficulties predicting what the outcome
of their efforts will be. So it’s more

“We believe that a revolution

has caused consumers to
evolve their behavior and that
organizations need to undergo
their own revolution in order to
stay ahead of the game. ”
important now to have a solid grasp of the
nuances that exist online in places such
as communities if you want to both get the
attention of digital consumers and sustain
it. Insights into digital behavior can help us
design the kinds of solutions people want
as part of their digital lifestyles.


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