
“Advertising is a product, not a service.” The first time I saw that line, it stopped me in my tracks. It was the opposite of much of what I’d been told, but it conveyed a pride and focus I admired. It points you in the direction of building something really useful rather than simply trying to keep people happy. And now, it feels right for an increasingly accountable environment where clients need what they buy from agencies to work well, work quickly, and provide great value for money. Even if it was written quite some time ago, it’s a modern mantra.
That’s why I agreed to become our agency’s first chief product officer. Sure, it’s an unusual title. CPOs are usually reserved for outside of the advertising, marketing and branding worlds, but we’ve adapted it to streamline our organization and focus it on the quality of what we sell, whether it’s strategic, creative, technological, or some combination of the three.
Although this is something of an experiment, we believe it’s one worth conducting, given how much the marketing world has changed. We are a “brand agency,” not a pure communications agency, and companies like ours sell a lot of “product” that doesn’t fall into a particular box. Creating a brand story, for example, takes a real mix of strategic and creative skills. Also, the increasing importance of technology has continued to blur lines everywhere. We advise our clients to offer a connected experience. How can we justify this unless we sell a connected product?
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