A Branding & Advertising Evolution: 5 in a Series of Musings Sparked by “The 100 Greatest Advertisements,” Julian Lewis Watkins, Dover Books, 1959

Had lunch with Ted Regan again Friday, this time to return his generously loaned books on Ayer and on the 100 Greatest Advertisements. Next time we get together, I’m bringing my notepad and planning to grill him on his days pitching, winning, and retaining the U.S. Army account. He has shared lots of tantalizing details, but it is an amazing and important story that deserves a full treatment.

I told Ted I was good for one more blog post  in the 100 Greatest Advertisements series and that it was going to be about packaging and retail. There were two examples in particular that sparked some sharp contrasts. And not surprisingly, one of them is another Ayer story.

For everyone who has eaten at a Cracker Barrel restaurant, did you know the origins of the name? That country stores and early groceries, at turn of the century (pre-FDA) America, used to sell crackers, as well as just about every other item, out of wooden barrels or open boxes? A.W. Green, Chairman of the Board of the National Biscuit Company, is credited with pushing for a concept that was likely the forerunner of the packaged food business in the United States — selling branded crackers in neat, sanitary, exact quantity packages. Crackers that would always be clean and fresh and protected from moisture, dust, germs, odors, and whatever else that could find its way into an open barrel. Incredibly, Green’s board did not share his vision, did not want to disturb grocers or their barrels, thought the idea would fail, and did not get behind it.

U-Need-A-Better-Place-To-Keep-Crackers-For-Sale-Than-An-Open-Barrel!

U-Need-A-Better-Place-To-Keep-Crackers-For-Sale-Than-An-Open-Barrel!

Fortunately, one of N.W. Ayer’s top execs, H.N. McKinney, saw Green’s vision and raised it with a brand, a plan, and a campaign to entice the public via newspaper and magazine ads, streetcar cards, and posters/signage. And so, UNEEDA Biscuits in boxes were born and promoted by a little boy in a rain slicker (the art director’s nephew).  U-Need-A-Biscuit may be a corny name, but it worked. All of it worked. Together (integrated marketing communications anyone?). It all worked so well that National Biscuit had to build additional bakeries in different parts of the country in order to supply the huge demand that the Ayer campaign and the Green packaging concept created. You can bet that a lot of copycat packaging followed on and that little by little groceries and retail stores, and packaged goods companies, scrambled to entice customers with bright packaging, from folding cartons, to tins, to labeled bottles, cans, and tubes.

The irony is that today, the drive is in the other direction, toward less packaging and a more sustainable future. There are a lot of positive stories, but also mindless zealotry. Packagers keep trying to source reduce to lowest possible but sometimes absurd levels. I’ve had water bottles spring leaks because they have been rendered so weak and flimsy. I have found toilet paper now being marketed as eco-friendly because the cardboard roll in the middle is gone. Many landfills are at a point where they are actually looking for more trash in order to feed trash-to-energy projects.

The Catalog Side of Sears, Circa 1949.

The Catalog Side of Sears, Circa 1949.

The drive is also in the other direction on many retail fronts. I was struck by a couple of things on this page from the 100 Greatest Advertisements, which featured the cover of the Spring/Summer 1949 Sears, Roebuck and Co. catalog (where have all the Roebucks gone?). First, the cover didn’t obviously feature merchandise, unless worn by kids and teacher in the classroom setting depicted. Second, in that classroom setting, circa 1949, the emphasis was on Safety with a capital S.  There is a never-ending quest these days to make this the safest of all possible worlds (and that’s a blog for another day), but few people associate 1949 as a safety-focused year. Third, Sears’ message on the front cover talks candidly about higher prices being the norm, then casually delivers good news that many prices inside are lower than the prior fall.  Finally, the catalog came by way of Roosevelt Boulevard (I can still picture one of the Great Northeast’s classic landmarks).

Just as video killed the radio star, e-commerce has been making life very difficult in the retail bricks and mortar world. Sears is still there (but with a lot fewer stores), as are Macy’s, J C Penney’s, WalMart, and a host of others, especially individual specialty stores. While Amazon seems to be online’s 800 lb gorilla, the most successful retailers today are those who successfully bridge physical stores, great shopping experience web sites, and well-targeted catalogs. Know thy customers and reward their loyalty with many options, stellar customer service, and promos, discounts, and freebies. No one said marketing, sales, and advertising are easy.

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A Branding & Advertising Evolution: 4 in a Series of Musings Sparked by “The 100 Greatest Advertisements,” Julian Lewis Watkins, Dover Books, 1959

This week, President Obama made one of those statements he probably wanted to retract as soon as he expressed it. He was lauding Kamala Harris, the Attorney General of California, for her many accomplishments and her legal experience, when he did something guys of another era used to do all the time — he complimented Ms. Harris for being attractive. Instantly, attractive women felt marginalized (He only admires her for her looks.), unattractive women felt even more marginalized (I bet he’d never say that about me.), attractive men were confused (What’s wrong with that?), and unattractive men were also confused (What’s wrong with that?).  Surely, the President got a later earful from the First Lady and his two daughters. All around it was an awkward moment that momentarily tilted the world off its access.

Meanwhile in the world of advertising, super models are the daily norm and sensitivities be damned. Attractive people have always been used in commercials and catalogs to build brands and sell products. When that dynamic is tampered with, as GoDaddy did in their commercial during the last SuperBowl, having super model Bar Refaeli soulfully kiss computer nerd Walter, to illustrate the blending of sexy and smart, something doesn’t feel right (maybe having Danica Patrick announce the moment?). In this case, the situation was meant for comic effect, but there was something cruel about it. I know the young man wasn’t complaining about having to do take after interminable take to get the camera angle right, but he was clearly the butt of a joke in front of that audience of 108.4 million viewers. At times, we are overly sensitive, while at others like this one, we aren’t nearly sensitive enough. Take Target this week and their “manatee grey” plus size dress. Did they think anyone (everyone?) was going to miss that inference?

The Lonesome Girl learns how to make a dress.

All of which brings me back to the “100 Greatest Advertisements” collection, which features some ads that play on sensitive subjects, especially on women’s insecurities. “The Diary of a Lonesome Girl” makes every other copy-heavy ad seem like haiku. But it is worth a read to get a sense of the pitch for the Woman’s Institute, which is a mail order teaching curriculum. In this case, the course is on dress-making and it is the salvation of the Lonesome Girl from the headline. The ad is a diary account of a young lady who is practically destitute, living at home, sequestered in her room because she can’t afford to go to her neighbor’s parties, tormented because she can hear those parties and knows that her neighbor is dancing with Tom, and embarrassed that she only owns that old blue crepe dress. Since President Obama wasn’t around at the time to lift her spirits by calling her attractive, the narrator of the ad has to turn to the Woman’s Institute, which she does, discovers the art of dress making, and eventually she throws her own parties and wows Tom and her neighbor. I’ll never worry about over-promising in one of my ads again.

You may be attractive, but it's actually your breath that's stopping traffic.

You may be attractive, but it's actually your breath that's stopping traffic.

There are two ads that follow, further unnerving women readers who are unattached. An early ad for Listerine reveals why one woman is often a “Bridesmaid but Never a Bride.” Evidently, because she cannot smell her own breath, the thought of halitosis has never occurred to her. The ushers’ shriveled-up boutonnieres from the last 8 weddings never raised a red flag?

Pepsodent was on teeth film long before white strips.

Pepsodent was on teeth film long before white strips.

Meanwhile, if we think teeth whitening strips and treatments are a recent obsession, Pepsodent can remind us that we’ve been concerned with dingy-colored teeth for a very long time. Once again, a woman’s appearance is hugely important to her. And sometimes it is a matter of Presidential importance.

Diamonds. Attracting women since forever.

Diamonds. Attracting women since forever.

Finally, this N.W. Ayer ad for DeBeers was one of many to launch a long association between diamond jewelry and advertising (1939-1947), and the famous slogan, “A Diamond is Forever.”  One thing we can all agree upon when it comes to the word “attractive,” it is safe to say in public that women find diamonds very attractive.

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A Branding & Advertising Evolution: 3 in a Series of Musings Sparked by “The 100 Greatest Advertisements,” Julian Lewis Watkins, Dover Books, 1959

Today’s digital/Internet/mobile/social media world is indeed a modern marvel, but we have a tendency to lose sight of how far technology has come in the last century plus.  Data, data everywhere at the drop of a hat, with apps that entertain and inform and guide is remarkable and ever-morphing, although it has the capability to trigger an ADHD epidemic as youth gets used to multi-tasking  by multiple devices and disengagement from the real world grows.

A trip through some of the 100 greatest ads reminds us how enormous a part transportation played in growing industrial America, connecting our vast country, and helping to create the global economy we all enjoy today.

A car card promoting the elegant travel of the coal-powered Lackawanna

A car card promoting the elegant travel of the coal-powered Lackawanna

For those who have a hard enough time remembering when air travel was a pampered, glamorous experience, and that coal once enjoyed a heyday powering transportation and heating our homes, this car card for the Lackawanna Railroad will seem very mysterious indeed. There was a time when train travel was the epitome of sophistication and a dramatic way to see the country. I doubt Joe Biden’s boosterism and California rail subsidies can ever take us back there.

A ride on Boston and Maine. Take it or leave it.

A ride on Boston and Maine. Take it or leave it.

Eventually, as this ad for Boston and Maine shows, train travel was so prevalent that weather and usage demands created real world problems and PR issues. The ad is an acknowledgement, but an underscore that in spite of it all, Boston and Maine always runs.

This tribute to the young men serving in America's armed forces in WWII really resonated with the public.

This tribute to the young men serving in America's armed forces in WWII really resonated with the public.

Overbooking of train berths took another wrinkle during World War II when the nation’s young men received orders to report for duty on short notice. The Kid in Upper 4 for the New Haven RR was one of the earliest and best of ads in support of our military — everyone who read it had a young son or brother and they could instantly relate to the ad’s poignancy.

The Ford Model A was rolled out without any images of the car, but a lot of selling copy.

The Ford Model A was rolled out without any images of the car, but a lot of selling copy.

Moving to America’s roadways, it is hard to imagine being able to sell a new car with 1,500 words of text, no image of the vehicle, but a head shot of its inventor and manufacturer, Henry Ford. However, this announcement of the arrival of the Model A in 1927 was one in a series of five such ads produced by the N W Ayer agency. It must have been pretty heady stuff to have Henry Ford himself arrive in Philadelphia to approve the low-key copy in a series of low-key meetings. It must have resonated because within a few weeks of the new campaign orders for the new car reached over 800,000.

It's a bird. It's a plane. Oh, it IS a plane!

It's a bird. It's a plane. Oh, it IS a plane!

Ironically, one year later, N W Ayer and Ford collaborated on another series — for Ford Air Transport. Lift Up Your Eyes was the first ad in the first ever campaign to sell air transportation to the general public. It included tributes to the Wright Brothers and Charles Lindbergh. The dramatic shadow over the landscape emphasized that American transportation was about to change in a big way.

Ask the Man Who Owns One

Ask the Man Who Owns One

By 1938, another car company exec made some history of his own. J. W. Packard not only built a sought-after automobile, he penned one of the most famous ad slogans of all time — Ask The Man Who Owns One. Young and Rubicam were smart enough to recognize that it doesn’t matter where great ideas come from, so long as they’re great. They concentrated on the nostalgic copy and the rest was history.

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A Branding & Advertising Evolution: 2 in a Series of Musings Sparked by “The 100 Greatest Advertisements,” Julian Lewis Watkins, Dover Books, 1959

It never ceases to amaze me how many brands that began in another time in America are still intact with relatively few changes. Belief in brand graphic symbology and associations is unbending.  No one wants to mess with brand DNA for fear consumers will get confused or annoyed or attracted to a competitor.

These examples of unbroken brand equity jumped out at me from the pages of  the “100 Greatest Advertisements” book loaned to me by Ted Regan during our Ayer discussions leading to this mini-series.

First, a comment on the book’s title circa 1959. When is the last time you heard anyone use the term Advertisement? Did it disappear when print buys began drying up in favor of online options? As the industry keeps changing, the word digital seems to precede a great many things, including advertising. As a purist, I am even troubled by the pay-per-click phraseology of Google Adwords. I’m sorry but a text link may be a form of paid media but it is so far from a great ad that it is itself a horrible bastardization.

The Cream of Wheat Chef continues to represent the brand long after this awkward racial moment from another time.

The Cream of Wheat Chef continues to represent the brand long after this awkward racial moment from another time.

Other forms of advertising change are even more dramatic. There is no date on the following ad for Cream of Wheat, but it is clearly of another time. Seeing it through the present prism of 2013 when we have a re-elected African-American President in the White House, and after a racially incendiary film like Django has been an Oscar Best Picture Nominee, it is surprising to encounter an Uncle Remus type figure proudly beaming at an outdoor board featuring the Cream of Wheat chef and proclaiming “Ah Reckon As How He’s De Bes’ Known Man in De Worl.” These kind of “statements” and “snapshots” of their time tend to make a lot of people in the present uncomfortable.

The Cream of Wheat chef remains the enduring face of the brand today.

The Cream of Wheat chef remains the enduring face of the brand today.

The real story behind the Cream of Wheat chef, according to Julian Lewis Watkins’ account, is its own testament to racial progress. The enduring image began when Colonel Mapes, one of the founders of the company, was having lunch at Kohlsaat’s Restaurant in Chicago in the early 1900s. His waiter was a handsome man with a winning smile. Mapes asked this anonymous man to be the face of the Cream of Wheat hot cereal brand. By the time the ad ran, this gentleman’s visage had become famous and had sold a lot of cereal. By 1959, when the ad was featured in this volume, he had become of the top three or four best-known trademarks in advertising. Ironically, just about every year in between, the company had been approached by various gentlemen who said they were the original chef. Colonel Mapes was able to disqualify all of them as fakes; ironically, the original model must have preferred anonymity, because by 1959 and the publication date, he had not contacted the company. According to Wikipedia, a chef named Frank L. White who died in 1938, claimed to be the original model. Wikipedia also notes that the chef character on the original packaging was given the name Rastus. Sounds like a bad minstrel show sketch. Remarkably, in 2013, the “bes’ known man in de worl” is still incredibly well known because his welcoming smile continues to grace all of Cream of Wheat’s modern packaging.

Elsie the Cow interestingly enough began life as a trade ad campaign in medical journals.

Elsie the Cow interestingly enough began life as a trade ad campaign in medical journals.

A recently revived brand icon is Borden’s Elsie the Cow. This article explains the current CEO’s plan to tap into all that equity. I was surprised to learn through the “100 Greatest Advertisements” that Elsie has only been around since the 1930s. Even more surprising is that she began life in a trade ad campaign for Eagle Brand condensed milk and other Borden dairy products featured in medical journals.  The ads were such a hit with doctors that proofs were posted to office walls. As Elsie’s popularity grew, she went from B2B to consumer, first with small newspaper ads, then radio spots, then a World’s Fair appearance, and finally in 1939, four-color national magazine ads. Elsie became so popular she even finds herself competing against other cows, which is no laughing matter.

The Campbell Kids got their start in 1899 on car cards.

The Campbell Kids got their start in 1899 on car cards.

The other brand sagas are tame by comparison. Local (Camden, NJ) food giant Campbell’s has been using kids (and later twins) to market soup since they appeared on car cards in 1899. This particular Saturday Evening Post ad is from 1935. The current Campbell’s web site and soup packaging seems to have gotten away from the vintage illustration approach. However, the twins are featured prominently on this Campbell’s blog.

Wonder whether the Smith Brothers, Trade and Mark, ever married brides named Copy and Right.

Wonder whether the Smith Brothers, Trade and Mark, ever married brides named Copy and Right.

The Smith Brothers (Trade and Mark) are also of that vintage era, predating Campbell’s kids by 47 years (1852 was first appearance in a “Cough Candy” ad that ran in Poughkeepsie newspapers. The founding members of the ZZTop fan club can still be found on cough drop product packaging as evidenced on the current web site.

Who says dogs never listen? RCA Victor's enduring brand suggests otherwise.

Who says dogs never listen? RCA Victor's enduring brand suggests otherwise.

Who let the dogs out? RCA still does.

Who let the dogs out? RCA still does.

Another of the most iconic brand marks of all time is the infamous fox terrier listening intently through the Victor Talking Machine to “his master’s voice.”  He began life as the real life dog (Nipper) of the painter Francis Barraud, who noticed his pet hunched over the horn. A star was born. Take note that the ad featured here listed the address of the Victor Talking Machine Co. as the Stephen Girard Bld., Philadelphia. A visit to today’s RCA web site shows not one fox terrier, but two. Does that count as a brand extension?

 

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A Branding & Advertising Evolution: 1 in a Series of Musings Sparked by “The 100 Greatest Advertisements,” Julian Lewis Watkins, Dover Books, 1959

I’ve written about tobacco industry and government overreach before (here, here, here, and here). My feeling is that as long as tobacco is a legal product, and the government chooses to collect ever higher taxes from smokers, and as long as there are age restrictions and programs in place to educate young people, then there should be a balance. However, with the cost of employee health care guaranteed to keep rising, there will be ever-increasing pressure on people not to smoke, not to over eat, not to eat unhealthy foods, not to drink sugary drinks or those with artificial sweeteners, not to drive except to work, school, or essential errands, not to step off curbs. . .well, where does it end or does it ever end? The other day, I heard that some state is thinking of introducing legislation to prevent the public smoking of electronic cigarettes, the ones that produce no harmful byproducts or second-hand smoke, only steam. So, now it is the sight of someone deriving pleasure from an electronic device that simulates the smoking of a tobacco cigarette that is enough to cause psychic harm to bystanders? We have really lost our way.

When Ted Regan loaned me his copy of “The 100 Greatest Advertisements,” and began sharing Ayer stories, he didn’t know he was going to re-ignite the great tobacco/smokers’ rights debate again. This is rich territory that MadMen has visited in various episodes and might again this coming spring.

N.W. Ayer's introductory campaign to launch the then-new Camels brand.

N.W. Ayer's introductory campaign to launch the then-new Camels brand.

It shouldn’t surprise anyone that one of the most iconic of cigarette brands began life as an N.W. Ayer account. When R. J. Reynolds blended a new cigarette that they wanted to roll out as a national brand, they acquired the Camel name from a small independent company in Philadelphia for $2,500. They then budgeted 10 times that amount, so Ayer could introduce it. First, there was testing to ensure the public liked the new cigarettes — many cartons were distributed and sold through the best retail stores in Cleveland, prominently placed on top of counters. Secondarily, it was moved to parts of stores where it competed for sales with regional brands. It did well in both areas of these stores. Ayer then developed a newspaper teaser ad campaign, coordinated with the implementation of new distribution, to create interest in demand for Camels (“Tomorrow There Will Be More Camels in This Town Than in Asia and Africa Combined”). The rest is brand history. Later on, a billboard painter was quoted as saying “I’d Walk A Mile For A Camel.” That was the genesis of one of the most famous slogans in advertising history.

This Lucky Strike campaign was aimed squarely at women and against candy.

This Lucky Strike campaign was aimed squarely at women and against candy.

Long before there were Virginia Slims, developed specifically to market as a women’s cigarette brand, the American Tobacco Company decided that Lucky Strikes could be effectively marketed (against the protests of the confectionary industry) as “Reach for a Lucky Instead of a Sweet.” Motion picture starlets were hired as spokespersons to pitch the dietary cravings advantage of cigarettes over candy to women. It was a huge success, and many believe that the campaign may have been the single greatest effort leading to creating women smokers.

Hedy Lamar continued the Lucky Strike trend of movie star brand spokespersons.

Hedy Lamar continued the Lucky Strike trend of movie star brand spokespersons.

Conversely, the tobacco brand forever most associated with men is Marlboro, thanks to the efforts of Leo Burnett, where the marketing effort began. Ironically, Marlboro already existed as a high-priced exclusive cigarette sold to sophisticates and women at hotels, cigar stores, and nightclubs. Philip Morris wanted to take the brand for a new entry into the popular-priced filter field. They wanted to appeal broadly to men, and secondarily to women.

Long before the "most interesting man in the world" there was the Marlboro Man.

Long before the "most interesting man in the world" there was the Marlboro Man.

The filtered segment began in response to health concerns (more on that in a minute), but flavor was still critical in brand decision-making. Burnett realized that image was critical. And so, the Marlboro Man was born — the cowboy who bought a new brand of filtered cigarettes because he liked the taste and they came in a distinctive crush-proof box.

The Emperor of All Maladies, A Biography of Cancer, is the Pulitzer Prize-winning book by Siddhartha Mukherjee

The Emperor of All Maladies, A Biography of Cancer, is the Pulitzer Prize-winning book by Siddhartha Mukherjee

Ironically, the other book I’ve been reading concurrently with Ted Regan’s loaned Ayer and advertising volumes is the exceptional, Pulitzer Prize-winning,“The Emperor of All Maladies” by Siddhartha Mukherjee, subtitled “A Biography of Cancer.”  Two later chapters touch on the battle to beat lung cancer, and the subsequent start of the government’s own battle with the tobacco industry. At that time, the tobacco industry was far more dominant than they are today. When Richard Doll and Bradford Hill published a ground-breaking study on lung cancer in 1956, the adult American population had reached a peak of 45 percent who smoked. On average, Americans smoked 11 cigarettes per day. Hard to imagine those numbers today.

"A Frank Statement," American tobacco's first salvo against medical studies linking smoking and cancer.

"A Frank Statement," American tobacco's first salvo against medical studies linking smoking and cancer.

The study’s results for the first time strongly linked smoking, tar, and tobacco with lung cancer deaths, especially when contrasted against non-smokers. With bad publicity spreading, the heads of U.S. tobacco companies decided they could not sit back and ignore what would be increasingly damaging reports. The result was a counterattack that began with a full page ad in 400 major newspapers entitled “A Frank Statement.” The text cast doubt on the quality of the science (experiments on mice vs. humans, which actually was not the case in the Doll/Hill study) and disagreements in the medical community. The topping was the announcement that the industry would be conducting its own research by the Tobacco Industry Research Committee (no conflict of interest here). A recent trip to a Baltimore antique store hammered home to me that Big Tobacco’s efforts to assure the public of the safety of cigarettes didn’t end with “A Frank Statement.” Although it never evolved into a lasting brand, Country Doctor pipe tobacco may have been the ultimate attempt to mislead the public that cancer risks from smoking were minimal to the point that the medical profession had their own preferred pack.

Country Doctor brand cigarettes. To your health!

Country Doctor brand pipe tobacco. To your health!

     Any trip to Wawa will tell you by the number of tobacco products behind the counter that Americans are still smoking, chewing, pinching, and spitting. But you’ve come a long way, baby, from a market share of half the adult population. Smoking is still a pleasurable, stress-relieving activity for a lot of people, but those who partake do so with the knowledge that they may face a bevy of health risks or early death down the road. If ever there was a product that the phrase caveat emptor was invented for, it’s cigarettes.

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It all started in December at the annual Warriors holiday luncheon organized by long-time Newton friend, Art Niedosik, just retired from a distinguished career in b2b ad sales, most recently for SDM magazine. The Warriors are made up of many other b2b ad sales reps like Art, members of the now-defunct (or in dormancy) Philadelphia Advertising Golf Association (PAGA), a number of b2b clients, and agency folk like yours truly. This was my second year attending and it was a good way to catch up with old friends and make a few new ones. That was the case this year when I had the good fortune to be seated next to Ted Regan, whom I assumed was there on the b2b side, but came out to the Warriors as a long-time Merion and PAGA  member. More importantly, I learned he was a kindred spirit — before he semi-retired, Ted was a creative director and copywriter for the legendary Ayer Worldwide in New York (and while still based here in Philadelphia).

Ted Regan, CD, Copywriter, and local N.W. Ayerthority

Ted Regan, CD, Copywriter, and local N.W. Ayerthority (photo courtesy of Chuck Lubking)

After trading creative war stories and business cards, Ted and I agreed to continue our discussion over lunch in the New Year. I was dying to know more about Philadelphia’s greatest advertising story (before there was Madison Avenue, there was N.W. Ayer) and Ted wanted to hear what causes thrills and ulcers in the agency business in 2013. When we got together last month, Ted brought along a book, “The 100 Greatest Advertisements” by Julian Lewis Watkins, this edition published by Dover in 1959.  He followed up by mail with another, “125 Years of Building Brands,” a commemorative published upon the 125th anniversary of the founding of N.W. Ayer. Between these two volumes, and two lunches worth of stories from Ted, I realized I had been graced with a treasure trove of advertising history, particularly Philadelphia advertising history, most of it blog-worthy. Over the past few weeks, I’ve wrestled with how best to present what I was learning, and I realized that there was enough material here for a series. So look for some familiar hits and some surprises in the weeks ahead. This is a decidedly rich vein.

Ted had many great lunch stories, including what it is like pitching memorable slogans to the U.S. Army. Also, how creative presentations go at the Department of Defense, where rank and eye contact are well defined. Sounded a lot like the high level conference room scene in “Zero Dark Thirty” when the certainty/uncertainty of Osama bin Laden’s Pakistan whereabouts is officially presented to Leon Panetta.

What surprised me is how much I thought I knew about N.W. Ayer but really didn’t. We are talking about an advertising agency that all but invented the agency business. In the process, they helped establish and build some of the best known brands in the world. Agency years are like dog years, so for multiple generations of owners and managers to take a shop far past the century mark, you are talking about one of the great American business success stories. For a pretty good Ayer chronicle, Ad Age published this history. And here is the Wikipedia version. And for some sense of Ayer success, here is an excellent video tour of the exterior and interior lobby of the majestic Ayer building in Philadelphia (now condos) at 210 West Washington Square.

To me, what’s sad is the legacy loss of Ayer as an agency entity, which officially occurred in 2002 when then parent Bcom3 (there’s a name that rolls right off the tongue) bundled agency assets into the Kaplan Thayer Group but discontinued the Ayer brand. Ten years later, Kaplan Thayer itself just got bundled into Publicis at year-end creating Publicis Kaplan Thayer. Well, at least Ayer is still resident in the last four letters of that new mongrelized brandname.

In the coming weeks, look for some historical ground-breaking work from Ayer and other top agencies, along with some thoughts on historical context and cultural changes and/or continuity.

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If anyone wants a lesson on how to protect your trademarked brand, just watch the NFL legal team in action.  This article by Timothy Carney from the Washington Examiner caught my attention. It details how the NFL won a legal battle before it really began over an Indiana man with some foresight and a dream to make some money selling T-shirts. Roy Fox had watched how NBA Coach Pat Riley made some extra cash by trademarking the term “Three-Peat” when the Lakers were on that multi-year championship run.  Either the NBA lawyers are a little more laid back or they cut Riley some slack because he is part of the NBA family (and likely went through licensed NBA merchandise vendors).

Jim Harbaugh, coach of SF, is taking on his brother John Harbaugh, coach of Baltimore in the game affectionately, but controversially known, as the Harbowl.

Jim Harbaugh, coach of SF, is taking on his brother John Harbaugh, coach of Baltimore in the game affectionately, but controversially known, as the Harbowl.

Carney relates Fox’s vision of a SuperBowl (whoops, I mean “Big Game”) between the San Francisco 49ers coached by Jim Harbaugh and the Baltimore Ravens coached by his brother John Harbaugh, hence he applied to trademark the terms Harbowl and Harbaughbowl through USPTO (the United States Patent and Trademark Office) over a year ago, approval coming last February. Fox envisioned making a small killing off the rights to T-shirts, caps, and fangear.

This week, radio host football fan Bill Bennett, in anticipation of Hilary Clinton’s appearance before the Senate hearing on Benghazi, predicted strategy perfectly, “If you’re not playing offense, you’re playing defense.” Hilary did not disappoint. The lawyers who represent NFL brand interests understand this and did not waste any time or energy, going on offense even before the marquis match-up  between Harbaugh Bros. became a reality. Carney’s article details how they headed off Fox’s plans before they really got off the ground.

My initial reaction was Shakespearean (“The first thing we do, let’s kill all the lawyers.”). Then, it was small business sympathy driven (big corporations running roughshod over little entrepreneur with a great idea).  Then, I put my branding hat on. The NFL has a lot invested in its myriad of league and team brands. It makes them a ton of money all season long, and then all over again in the off-season. When gear is sold, they go through an elaborate process of licensing vendors and monitoring the quality of merchandise sold with the NFL brandnames attached.

The NFL did not own or conceive of trademarking Harbowl or HarbaughBowl; however, these marks are obviously related to the NFL product on the field and future products to be sold off the field. They had no control over how Mr. Fox would proceed in his business ventures. If he sold shoddy merchandise, it would reflect badly on the NFL.  As for the Harbaughs and their personal brands, I think they are both a little more focused on the outcome of next Sunday’s game to be concerned with this peripheral controversy right now.

According to Carney, Fox did not have a business or legal background, so when NFL attorneys came at him like the Ravens defensive line, he wisely saw his career as a fangear entrepreneur ending badly and painfully. He worked with the NFL to relinquish his rights to the Harbowl and Harbaughbowl trademarks (not clear if the NFL subsequently picked them up). Think it should have ended with some form of compensation by the NFL to Fox, but hard to say that is wrong from the outside from reading a single news account.

As an Eagles fan, sorry that Andy Reid never got an SB ring before he left town, but cautiously optimistic that Chip Kelly will usher in a new era of winning football in Philadelphia, I will leave you with a local take on next week’s “Big Game” from a young lady who goes by the great brand of PhilaDehlia. She is evidently an expert prognosticator for SB Nation (9 out of 10 playoff picks) and she will tell you why the Baltimore Ravens are her predicted winner since the E-A-G-L-E-S’s are not participating this year.

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I don’t watch Undercover Boss, but I have a premise for a future segment. Have the CEO of any company with 100 or more employees call their own 800 customer service number, from 9 till 5, and track in very real time what occurs on a random day to an average customer who has called with a real issue. I know that the likelihood of this ever being televised is nil, because it would involve a half hour of unwatchable, unadulterated torture, navigating an artificial intelligence, Siri-style robot operator help desk tree of meaningless, sometimes confusing choices, interrupted only by long periods of Muzak from Smooth Jazz 109, along with reminders that the call is being taped for quality control and training purposes (right) and that at the end of the call, a silly customer satisfaction survey opportunity will be tacked on to a lost half hour of your life.

What we've always suspected.

What we've always suspected.

Customer service isn’t easy, but in an effort to make it more routable and efficient and trackable by phone systems and data screens for live operators (who are seldom standing by or who are completely overwhelmed by call volume), too many companies have created completely miserable experiences and established opportunities for competitors to woo customers fed up by those experiences. I’m not even talking about the point at which you interact with a live person and try to get a need met or a problem solved. I am strictly referring to the living hell of an automated phone system customers find themselves in where half-hour wait times are the norm. Factor frustrations caused when the call centers first route internationally and the call priority hasn’t escalated to a manager level back in the states and you have a customer service crisis on your hands.

Granted, wait times vary by type of company, and service outages can trigger higher call volume, but it just seems like too many businesses have convinced themselves that phone automation and artificial intelligence systems can take the place of a live operator. Self-service systems only serve those customers in need of basic information or who have the simplest problems.

In the past several weeks, I’ve spent inordinate amounts of time on the phone with my credit card company and its rewards program over a failed holiday delivery, my health insurance provider (additionally hamstrung by HIPAA guidelines), a leading retail chain’s installer network, and our own office’s phone and Internet service provider. In each instance, when I have reached a live person, following protracted waits and elaborate navigation efforts, I have had my issues resolved. However, I felt like a pound of flesh was extracted first.

Every salesperson knows how hard it is to win new customers in the first place. And that often the best source of new business comes from existing customers. So, there is a major disconnect here — this is no way to treat customers and one of these days it is going to come back and bite a lot of larger companies who think their size entitles them to herd customers like cats.

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I am fully prepared for the page views of this blog to drop by 50%, because sadly we just lost our most loyal reader, a family friend who even at 90, was the living embodiment of the phrase “Carpe Diem,” (Seize the Day for all you non-English majors).

Speaking of which, for those of you who didn’t know Charlotte Melville, she might sound like a fictional character, but trust me when I say she was the realest person I have ever met. My last correspondence with her (again, it started with a reaction to a blog post) was December 2. In every contact I had with Charlotte, I always learned something (and often something extraordinary about her). In this latest instance, it was that she had once performed in Gilbert and Sullivan productions in Philadelphia during the 1930s. She was returning to her home in Bristol, PA mid-month from an extended stay with daughter Ann and husband Jeff, who currently live in Budapest working for the foreign service. Everyone would be home for Christmas. She was already planning her next international excursion, to Burma in the fall of 2013. Unfortunately, a few days upon her arrival here, Charlotte suffered a stroke, followed by a brain hemorrhage on Sunday. Very early Thursday morning, she died at home surrounded by her family.

If Dos Equis beer had a “Most Interesting Woman in the World,” Charlotte would be her. Everything about Charlotte was fascinating, starting with growing up in a privileged family in Bristol, a descendant of the founder of the D. Landreth Seed Company, which began in 1784 and introduced to the United States the Zinnia, the white potato, various tomato varieties, and Bloomsdale Spinach. Landreth remains in operation under non-family ownership as the oldest seed house and the fifth oldest corporation in America.

Charlotte's family founded the D. Landreth Seed Company, the oldest seedhouse in America.

Charlotte's family founded the D. Landreth Seed Company, the oldest seedhouse in America.

Early on, Charlotte developed an appreciation for just how wide and diverse Planet Earth is, and she became a global traveler abroad and a hostess with the mostest at home, welcoming foreign visitors to this country through various organizations. At times, she seemed like she knew everyone in every country, on every continent. This last trip at age 90 included the following itinerary: Croatia, Italy, Germany, the Czech Republic, Slovakia, Slovenia, and to celebrate her birthday, a gondola ride in Venice.

Despite a Social Register type upbringing, Charlotte eschewed luxury accommodations for hostels, huts, and the homes of her many contacts. For instance, last summer in Lublijana, Slovenia, she stayed in a prison converted into a youth hostel. Despite roughing it, Charlotte had very few unpleasant travel surprises — one of the few was finding herself behind the Iron Curtain during a Soviet crackdown  in 1968.

Charlotte was a force of nature, proving that if you rest, you rust. Every morning, she took a long, brisk walk with her good friend, Herta Mackay. If you were a friend of Charlotte, you knew that she never stopped talking or walking. Energy drinks would be lost on her because she had so much natural get-up-and-go.

There wasn’t anything she wasn’t curious about, from history, to culture, to politics. When she was home, she wrote travel articles for the Bristol Pilot community newspaper. She attended meetings, outings, and lectures. She kept in touch with a myriad of fellow travelers, old friends, new friends, and personal acquaintances.

If you can believe it, Charlotte also squeezed in a stint in the U.S. Marines into her busy, busy life. As a result, she made a point in recent years of attending the annual USMC Ball. Most recently, she was the oldest marine there at the one held in Hungary in November. She was honored in the same fashion at an earlier USMC Ball in Beijing and got to meet President George H.W. Bush and Barbara Bush.

Charlotte was honored as the oldest marine at two recent USMC Balls in Hungary (here) and earlier in Beijing.

Charlotte was honored as the oldest marine at two recent USMC Balls in Hungary (here) and earlier in Beijing.

While back home in Bristol during the late 1980s, Charlotte met Gregory Peck when he was in town to see his daughter in a production at the Bristol Riverside Theatre. Charlotte had a knack for being at the right place, at the right time, with the right people. By comparison, Forest Gump was a piker.

Even now, I am having a hard time imagining life without Charlotte. She was a wonderful neighbor and friend to my in-laws. She was a great mentor and friend to my wife when she grew up with Charlotte’s daughters. She instantly became my friend, too, after my wife introduced us several decades ago. She has been a terrific role model to my kids. She has been an amazing mother to daughters Ann and Linda and a loving grandmother to her two grandsons.  And she has been both a great patriot and a world citizen. Not a bad resume for someone born to tremendous privilege, who, while enormously proud of her own heritage, chose to make her own way and her own name.

Charlotte passed away at home, less than half a mile from where she was born. That’s a pretty poetic circle of life for someone who has been one of the great globetrotters and goodwill ambassadors. Semper Fi, Charlotte. Semper Fi.

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It’s been an amazing season for mainstream movies. Argo, an incredible backstory to the Iranian Hostage Crisis. Lincoln, a transporting journey with the President during his fight to pass the 13th Amendment. Skyfall, arguably the best Bond movie ever. The list of cinematic gems goes on and on.

Silver Linings Playbook really nails the manic energy of the Philadelphia sports fan. The fact that it can be attractive to Jennifer Lawrence is icing on the cake.

Silver Linings Playbook really nails the manic energy of the Philadelphia sports fan. The fact that it can be attractive to Jennifer Lawrence is icing on the cake.

In particular, one of them resonated on many levels, most of all the local level. Silver Linings Playbook may be the quintessential Philadelphia movie (I know, Philadelphia Story it ain’t). If you haven’t caught it yet, please do, because it is a marvel on so many levels, not the least of which is how families and individuals grapple with mental illness, a matter that really matters especially at this sad moment in America.

David O Russell is a moviemaker who understands how much place plays a vital role in films. His last film, The Fighter, captured the down-on-its-luck industrial grittiness of Lowell, MA. Here, in Silver Linings Playbook, he absolutely nails the identity that an NFL franchise gives to its citizens. Along the way, he takes us on a wonderful visual tour of the city and Delco neighborhoods.

Philly may be behind other cities on a variety of initiatives, but it has long been way ahead in having its own film office to attract movie and tv production to our town. The list of films set here for all or part of storylines is long and memorable.  Credit Sharon Pinkenson and all the leaders who have supported her efforts to land location shootings as a way to showcase tourism and civic pride in our town.

In Silver Linings Playbook, Russell has assembled a great foundation adapting Matthew Quick’s novel, and a stellar A-list cast with Bradley Cooper and Jennifer Lawrence as the romantic leads and note-perfect supporting performances by Robert De Niro, Jacki Weaver, Anupam Kher, Julia Stiles, Chris Tucker and others. Cooper and Lawrence do a sensational job of conveying a full range of emotions and human frailties while finding themselves and each other amidst a lot of wreckage from past events.

Not surprisingly, it is Philadelphia Eagles football that is the glue that binds the Solitano family together, so much so that Pat Sr. (De Niro) can only watch the games from home, because of all the fights he has gotten into in the stands (sound familiar, Philly faithful?). Russell really manages to spotlight the crazy streak that sports fandom generates. Fortunately, the story is set in a happier time —2008, a year when the Phils were World Series victors and the Eagles managed to make it to the conference championship game.

Perhaps the final gift that Silver Linings Playbook gives is that it helps Eagles fans forget for a little while the debacle that this season has been and which will likely lead to the departure of head coach Andy Reid, whose prior record more than speaks for itself, although no one says it so eloquently as Bill Lyons.

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