WWD Beauty Summit Highlight: Warmth & Competence

Yesterday, I saw a (self-proclaimed) cold-hearted German economist tear up. It was the highlight of the Women’s Wear Daily Beauty Summit!

Organized by the brilliant Jenny B. Fine, this conference brings 400+ beauty executives together to listen to leaders, explore the state of the industry, and network.  

Markus Strobel, President of Global Skin & Personal Care, Procter & Gamble and said cold-hearted German economist, presented a case study on the turnaround of SKII in China.

Any brand, he explained, needs two complementary aspects to be successful:  

  • Warmth. Meaning “what are your intentions?” This is the humanity of the brand.
  • Competence. Meaning “what is your ability to deliver on your promises.” This is the efficacy of the brand.

SKII, he explained, was all competence and no warmth. Indeed, consumers in China perceived the brand’s intentions as “selling us as much products as possible.” Not what the marketing team was going for…  

The team thus set out to bring emotion back into the brand, to relate to the humanity of the consumer, specifically targeting the “leftover woman,” who in China, is a woman over 27 years old and is not married.

The intention of the brand became to give a voice to this “leftover woman,” to see her, to listen to her, to elevate her. And thus, the Change Destiny video campaign was created. With millions of views on YouTube, in China and around the world, this emotional video changed the trajectory of SKII in the Chinese market.  

Yesterday, as the audience watched this video, many teared up in empathy, including said German economist – who admitted: “this one gets me every time… even after watching it 100 times.”

And thus, we were all reminded that we are human, that we crave emotion. Strobel left us with the following insightful question and marketing challenge: “How do you all find the humanity in your brand?”