‘Crassmas’ Messages Show the Strengths of Snail Mail, the Weaknesses of Poor Digital Personalization
Seasonal greeting cards are many things to both senders and recipients.
Starting at the top, they can be very personal communications of greetings, reminders of friendships often left to lapse during our busy year. At the bottom, they can be nothing more than purely commercial direct mail — with a bough of holly or a reindeer to give them a seasonal scent.
Either way, they are big business (estimated at 6% of the $7.5 billion greeting card market).
And even if the old-fashioned way of choosing, inscribing, and snail mail-posting them has to a great extent given way to “eCards,” the good intention is the same: If absence makes the heart grow fonder, the reminder that someone is actually thinking of you and expending time, effort, and money to send a greeting should be at least heartwarming, even if the non-digital examples have become somewhat anti-environmental.
Which is why, despite this un-Christmas like critique, I became really annoyed when I recently received cards from friends sent using the Jacquie Lawson platform. However brilliant the superb graphics (and they are truly beautiful) the gross commercialism of the accompanying messages totally detracted from the personal richness of the senders’ intent.
The notice in my inbox was straightforward enough. It said that my named friend had sent me an ecard. The “Correspondent” was simply, “Jacquie Lawson ecards,” a name I may or may not have known. And when, for no good reason, I had not opened the original missive, the day after Christmas I received a reminder. (Identification of the generous sender in the illustrations has been surpressed: what might her husband say?)
What Bothered Me?
These notices, instead of keeping the focus on my friend’s message to me and the hope that it would be something pleasurable, instead were Jacquie Lawson branding-dominant. Using the next-to-last paragraph of the reminder, right after “You can view your card here” to invite the reader to “learn more about us here” may be someone’s idea of a good promotional ploy. But to me, it was a rather good example of turning Christmas into “crassmas.” Can you imagine receiving a seasonal gift with a promotional message in the box?
Lest we have missed the Jacquie Lawson come-ons and just enjoyed the animated card, after the greetings message from the sender, at the bottom of the card this line with its links reminds us not of our friend’s greeting but of, you guessed it, Jacquie Lawson.
Perhaps this is a singular example, but there has been a growing tendency this past year for marketers to forget that “personalization” — the heart of truly successful targeted marketing — needs to stay focused not on the super technologies that make personalization and the accompanying graphics possible, but rather on not letting anything get in the way of truly personal interactions.
Sure, Jacquie Lawson has every right to promote the beautiful work done by her team and, no doubt, I’ll be receiving plentiful invitations to know more about it and purchase new designs from the company. That’s the business we are in.
But in this New Year, let’s not let our desire for growth and profits outweigh the personalization sensitivities of our messages
Peter J. Rosenwald is an expat American living and working in Brazil; founder and first CEO of Wunderman Worldwide, International Division of Wunderman agency) and first chairman of Saatchi & Saatchi Direct Worldwide; strategist and senior executive in charge of building subscription and data-driven marketing for Editora Abril, Latin America's leading magazine publisher; founder of Consult Partners, active strategic marketing consultancy working in Brazil, U.S. and U.K. International keynote speaker on data-driven marketing and author of "Accountable Marketing" (Thomson), "Profiting From the Magic of Marketing Metrics" (Direct Marketing IQ), and "GringoView" blog author for Brazilian Huffington Post. With an international perspective, my blog's purpose is to share my maverick views of this business I've spent the last half-century working in, enjoying and observing.