Good Attention vs. Bad Attention
5 Feb
The confluence of the Super Bowl and its focus on immense ad spend, coupled with speaking at last week’s NetPromoter conference triggered a thought. Are there two kinds of attention (let’s call them “Good Attention” and “Bad Attention”), in the same way that there are two kinds of profits?
We know that there are two kinds of profits. Good profits are profits that fuel growth, and come from serving customers in such a way that they are willing to recommend your organization to others. Bad profits, conversely, are the types of profits where the customer feels extorted. Bad profits help make the quarterly number in the short run, but are unsustainable. Bad profits eventually eat away at the fabric of the company, by alienating its customers and demotivating its employees. An income statement can’t tell the difference between these two types of profits. But customers can.
Therefore, are there also two kinds of attention as well? It seems to me there are. “Bad attention” is interruptive. It’s the type of attention that is so costly, because it is so bad and inefficient. Think about popover ads, think about the Flash ads you block with AdBlocker, think about the “attention” you pay to the ad that starts blasting a tune as soon as you land on a page. Those are all ways of getting attention, but it’s bad attention.
Good attention is its opposite. Good attention is the attention you garner by virtue of going above and beyond. It’s the attention you earn by delighting someone, surprising them, amusing them, or triggering an empathetic emotion.
The ROI of good attention is orders of magnitude better than the ROI of bad attention. (In fact, it approaches infinity, if you really think about it.) Good attention is the attention that results in positive word of mouth, advocates, and the creation of promoters and defenders of your brand.
Good attention and bad attention are not functions of the communication channels being used between an organization and its customers. There are huge Super Bowl ads that attract good attention (think about last year’s Darth Vader commercial from VW – that was great). Similarly, there are 1:1 conversations that attract bad attention (and there is now an increasing amount of research on how to identify fake word-of-mouth).
Maybe we can classify some of these things. Are there examples of “good attention” and “bad attention” that you’ve seen recently?
Customer experience, social media and community guy. VP, Platform Products at Swipp.
Sometimes the line between good and bad attention lies in the eye of the beholder. Some companies still seem to operate under the “any press is good press” model while others bury their heads in the sand at the first sign of trouble. Bad attention is inevitable, but it’s how to handle it and your customers that make the difference.
Hi Joe,
I think that’s a big part of it. Currently, both good attention and bad attention are conflated into the current analytics of page views and unique visitors (and “likes” and “follows” and their brethren in the social space).
Since there’s currently not a way to measure good press and bad press, and gauge their impact on profits over time, there is oftentimes the shortsighted view that any attention is worth the effort.
Thanks for commenting.
best,
chris