THINKing

News Media: Your Slip Is Showing

You’ve probably read about it by now – the hoax pulled on the media by a group posing to be from the US Chamber. The CopyWrite, Ink blog has a good overview.

And it was a hoax on the media, not on the US Chamber of Commerce, as Bloomberg characterized it. Says Bloomberg,

The Yes Men, a New York group that pulls pranks on corporations, issued a fake press release and the text of a purported speech by Chamber President Thomas Donohue under the chamber’s letterhead yesterday, said Jacques Servin, a Yes Men member. The imposters also held a news conference at the National Press Club with ersatz chamber officials.

No, this was a hoax on the media. Plain and simple. Today’s media follow their template and biases, try to get the “news” out too fast, with little to no fact-checking.

Reuters called it more correctly after the fact. Initially, they too ran with the false story that the US Chamber of Commerce was changing its position on cap and trade. That’s what the liberal media wanted to hear and that’s why they didn’t question it. That’s what I mean by the template.

Today’s media members are overwhelmingly liberal.  A 2005 UCLA study confirms this. Former CBS newsman Bernard Goldberg has written a book on the subject – Bias: A CBS Insider Exposes How The Media Distort The News that was spawned by an op-ed piece he wrote for the Wall Street Journal. Goldberg says that it’s not a purposeful left-wing conspiracy. According to an article in Newsmax,

Goldberg, who spent his last years at CBS in the doghouse for his 1996 Wall Street Journal piece, says that if these correspondents were to take a lie detector test as to whether they slanted the news leftward, they would deny it and pass with flying colors. Many of them don’t consider that they’re leaning in any political direction. They really think they are simply mainstream. There is no other side of the argument except what you hear from a few right-wing nut cases. In their world, mainstream conservatism doesn’t exist.

Don’t be surprised by more of these hoaxes.They are just too easy to perpetrate.

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Smart Customers

Your customers are smart, but as marketers, we often misconstrue what they are telling us. We’ve written about this before but thought about it again today when I read a piece by Valeria Maltoni entitled “Your Customers Don’t Know What They Want.” Maltoni says,

Whenever you design a survey, a feedback form, write a phone script – throw away everything you know about your product and service. Your customers and prospective customers are not in your head – they don’t have your same history and assumptions about what you ask. Instead, look to capture the outcome they’re seeking. What job are they trying to do?

 It’s not that customers don’t know what they want, it is that they don’t know the possibilities.

Krispy Kreme gives us a prime example of asking the right questions and actually listening to their smart customers. They didn’t ask the customers what they wanted in a donut. They asked questions that got to the heart of the Krispy Kreme brand experience. Consumer input brought about the “Hot, Now” signs and the drive-through window.

Maltoni suggests that marketers ask questions and listen to customers for,

• indications as to how they’re solving a problem now or thinking through it
• hints that the second answer is where you should focus
• clues as to what gets their hearts racing in addition to their minds going

Listening to your customers is always good, particularly in a reccessionary period.

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