"Advertising is based on one thing: happiness. And do you know what happiness is? Happiness is the smell of a new car. It's freedom from fear. It's a billboard on the side of a road that screams with reassurance that whatever you're doing is OK. You are OK. - Don Draper, Mad Men Season 1 Episode 1
Today advertising is not creating that happiness, it is relationships and connections we have with others. Messages no longer come from the company, but instead from friends, family and people we have never met. How will a company work to get their message through?
I am always thinking about Customer Service and what it will look like as we move forward. It is interesting to see how the economy alone has started to shift thinking at many companies. Have you seen the latest Chase Sapphire commercial?
Now I know credit card companies are not really known for service, especially due to the negative risk based decision we know they make. At the same time I used to work in that business and at the time companies were looking at ways to differentiate themselves using Customer Service. This commercial reminded me of the efforts we made at my prior company, at least prior to the shift in the economy (and the company going bankrupt). Now Chase is creating a product to try to meet the new demands of Customers regarding service. I am sure many of you are tired of the automated answering systems, well as this ad points out, for this product when you call you get a real life person. I did try a different Chase card, and with that number I still receive the automated answering.