Two weekend news stories paint “marketing” in a pejorative shade; one is kind of funny and the other is decidedly not so funny. The lighter story concerns Tesco, the UK supermarket chain, and its decision to stop making crescent-shaped croissants. This is how Harry Jones, Tesco’s croissant buyer, explained the decision in a written statement, cited in The New York Times:
“The majority of shoppers find it easier to spread jam, or their preferred filling, on a straighter shape with a single sweeping motion. With the crescent-shaped croissants, it’s more fiddly, and most people can take up to three attempts to achieve perfect coverage, which increases the potential for accidents involving sticky fingers and tables.” The story concludes by noting that Tesco’s move to twist-free croissants was roundly mocked on Twitter “as a marketing tactic.”
The other story is, of course, the one involving Apple and the Justice Department’s demand for “the technical tools to get inside the phone” to help investigate the mass killings in San Bernardino, California, also reported in The New York Times. In a court filing, prosecutors said Apple’s resistance “appears to be based on its concern for its business model and public brand marketing strategy.”
In Tesco’s defense, it appears the retailer is mainly interested in creating what it believes is a better croissant “experience” for its customers. Call that “marketing” if you want, but it falls squarely within the realm of solving a perceived customer problem. Bravo. The problem is that Tesco is forcing this solution on all of its customers, disenfranchising those who care less about the efficiency of consuming a croissant than the enjoyment of it. For many, this means pulling the damn thing apart bit by bit and making a real mess of it along the way.
As for Apple, it’s clearly a more complicated issue. Without taking sides on the controversy itself, this much is clear: The company should not be denigrated as a “marketer” for trying to keep its brand promise — privacy– to its customers. This isn’t about marketing to its customers; it’s about being true to them. The Times article also makes this key point:
“Apple has taken a strong stand on privacy … because the company’s business model encourages a bolder stance. Unlike other Silicon Valley tech giants, Apple’s business has a straightforward hardware model that hinges on selling physical devices like iPhones, iPads and Macs. Other tech companies, including Google, Facebook and Twitter, depend more on the online collection of large amounts of consumer data for their digital advertising-oriented businesses.”