I came across this extract on loc 1342-1360 of Frenemies, Ken Auletta’s new book about the declining fortunes of the advertising industry, detailing an intervention made by thought leader extraordinaire Rishad Tobaccowala, chief strategist at Publicis groupe. It was in the context of a meeting between executives from a range of agencies and Bank of America to discuss the challenging climate facing the latter:
the thoughts of soft-spoken Rishad Tobaccowala, their principal outside strategist, who she privately describes as “the smartest guy in the room.” They appear to have very different personalities. She wears oversized eyeglasses and is capable of commanding a conversation. He wears round, frameless eyeglasses and his slight frame conveys an almost professorial air, which is enhanced because he sits, Buddha-like, and does not rush to speak. In a voice so soft people craned forward or sideways, as if it would help them hear, he cautioned: “We are at the beginning of this journey.” When the bank talks about its environmental deeds, for example, it is not “a targeted, one-on-one message. It is a narrative, and it relies on emotion. Lou is right: We will know, increasingly, what people want because of their behavior. But the struggle is what does the consumer want from Bank of America. Successful companies realize we outsource the work to the customer. We do the listening and the responding. The reason Amazon in its deterministic form—or Facebook—can tell you everything is because you are creating your own bundle of what you want.” But don’t confuse a single product or purchase with what consumers want from a brand. “What Americans are asking for is, ‘Who is on my side?’ Sanders and Trump built surprising support because the message sent is: ‘They are on my side.’ If you think about a bank’s purposes, no one is as close to aligning with them as you are.”
Has anyone encountered other instances of the advertising industry explicitly invoking populists in this way? I’d be really curious to see them if so.