Airlines: After several years of price-focused advertising, Swiss is launching a traditional image campaign again for the first time. Frank Maier, Managing Director and Head of Marketing at Swiss, explains the background. WW: Swiss’s advertising is on the rise. Your commercial is being praised across all media. Did you expect this level of success for Campari Soda? Frank Maier: The feedback has been overwhelming. We’ve achieved something and apparently tapped into emotions that can be conveyed once again. Of course, we’re surprised by the scale of this success. In addition to coverage in all major print media, there was also an extensive feature on DRS 3 and SF1. We’ve also seen it discussed in many online forums and chat rooms. The original song has now been released as a single for the first time by the music publisher and is already climbing the charts. Campari Soda can be downloaded as a ringtone on our own website, www.swiss.com. The campaign components—such as ads, the CD single, the ringtone, and the microsite—were planned as an integrated whole, and pre-tests were also conducted. The very positive feedback couldn’t have been planned in advance. But fundamentally, of course, that kind of impact was the whole point.
WW: Is Campari now also being served on flights? Maier: We’re focused on the mood the song conveys, not on that specific alcoholic beverage. Campari is indirectly benefiting from what we’ve actually revived. We’re now serving the drink in Business Class. But it’s not as if we had spoken with Campari beforehand. We just really love this song. It stirs up longing and has something to do with wanderlust. The music appeals to all demographics, including young people who aren’t yet familiar with the song. And the older generation can rediscover this feeling.WW: Emotion has been missing from Swiss’s advertising in recent years. The focus has been solely on price. Does this reflect the fact that travel has shifted from a premium adventure to mass tourism? Maier: There are two points to consider. Two years ago, we weren’t in the situation we’re in today. The market was characterized by extremely cutthroat competition. We did offer quality in First and Business Class, maintained our own customer loyalty program, and truly embodied the service aspect. But we also had to cater to the mass market with price-sensitive customers to fill the planes. That still holds true for short-haul flights, where competition is much more aggressive. Quality is crucial here as well, but it’s a different kind of quality—one defined by efficiency. Customers want time savings, fixed departure gates, and fast check-in—maybe even a quick stop in the lounge. On long-haul routes, the focus is more on service and product quality. Here, entirely different competitors are active in the market. So we can’t say we’re doing just one thing—only quality or only price. Swiss must find a balance, and that leads to the question of how to communicate. Where do we want to set our priorities? Take the London or Paris catchment areas, for example. Given the current oversupply on direct city routes, I see price being the main focus; for customers transferring in Zurich, the emphasis shifts toward quality. The balance has to be right. WW: Image or price: Doesn’t that also require two stylistically different campaigns? Maier: No. Together with the newly added agency Nose for design, as well as Jung von Matt/Limmat, we’ve now developed a new corporate identity (CI) where ads featuring the price can be designed using the same layout as those highlighting quality. Through the new platform, we’re able to communicate «99 francs» while also highlighting that we offer a range of services and provide exclusive products on board, especially for business-class customers. This is now presented with a unified visual style and a consistent tone. WW: When is this new strategy set to take off, and which agency is leading the effort? Maier: It was already launched in November 2006. It’s a collaboration between Nose, Design Intelligence in Zurich, and Jung von Matt. Nose is now our design agency. Jung von Matt is responsible for all creative work and advertising communications. The creative team led by Alexander Jaggy developed the layout and content of the advertisements as well as the concept for the film. We’re now extending this theme to the online sphere as well. In the future, all communication channels should speak the same language. Nose is responsible for this corporate identity. The designers are rolling it out across all platforms. For our online presence, we’re also being supported by Plan.Net, a Munich-based agency specializing in online communication. And MediaSchneider handles media buying.WW: When Swiss was acquired by Lufthansa, many in Switzerland thought the brand was finished. Now «Swissness» is gaining momentum again. Are we in a recovery phase following the crisis? Maier: Now is the time for alignment—for positioning. What we’re building here must be carefully nurtured. We have the advantage that we’re currently feeling a tailwind from the market. You have to demonstrate quality and communicate it to the outside world. That’s why, ten weeks ago, we began re-entering the market with a new image campaign. We’re distinguishing ourselves from Lufthansa and deliberately rebuilding our focus on «Swissness.» We embody this «Swissness.» This unique identity stands for a tradition of design. Our ads are intentionally minimalist. They play with the colors white and red, as well as the Swiss cross. Newly emphasized selling points include our service orientation, Swiss hospitality, and personalized care. Switzerland’s international values, such as cultural tolerance and neutrality, are also helpful. WW: How strongly should we position ourselves in relation to Lufthansa? Maier: Lufthansa defines its brand image through a claim to leadership in Europe. Swiss has no such claim whatsoever due to the difference in scale; instead, it positions itself as a quality airline. The term «niche» is an exaggeration in terms of size, but we are small—a boutique airline. Lufthansa is large and dynamic and aims for market leadership—meaning it’s innovative and introduces new products. Lufthansa will operate an A380, an aircraft that Swiss will never fly. Lufthansa has massive hubs where it operates and is expanding globally more and more. Swiss has to emphasize that we’re from Switzerland, that we’re smaller—and therefore more personal. We have the opportunity to still know our top customers personally, to maintain a dialogue with them, and to serve the market accordingly. With large airlines, that’s no longer possible simply because of the sheer number of customers.WW: Where is Swiss’s advertising focused in terms of the Switzerland–abroad relationship? Maier: In terms of the balance, we have to recognize that we can achieve the most in our home market. We advertise into the neighboring regions—from Geneva into France, as well as into Alsace and southern Germany. That’s our extended home market. For other regional focal points, there’s too much competition across the board. We therefore focus specifically on metropolitan areas like London and Paris. In such regions, online media are also very important and effective. WW: With the integration of the Swiss Travel Club into the Miles & More frequent flyer program, the «Swissness» element is no longer present. Is that a loss? Maier: With the overarching platform, we can work together with Lufthansa to offer members some very attractive benefits. However, a special “Swiss window” is also intended to reintroduce the “Swissness” element more prominently. In the future, in addition to flights, there will be a selection of various high-quality Swiss products that can once again be purchased with miles. WW: Unlike Credit Suisse, for example, Swiss works with Swiss agencies. Was that a matter of diplomacy or a pitch? Maier: A completely normal pitch. We could have chosen an agency from Germany or London as well. But a London agency doesn’t understand quite as well how the Swiss think. And that’s the difference compared to the banks. They operate globally, albeit with a Swiss headquarters. We, on the other hand, say: Switzerland is our home market—and we first need to truly win it back and get a firm grip on it. We’ve now achieved that. And drawing on the strength of our home market, we’re expanding into more and more markets. By the way, the film was produced entirely in Switzerland: Swiss locations, actors, and production crew. We say “Swiss made,” and we explicitly wanted it to be “Swiss made.” It would have lacked credibility to shoot this film abroad. WW: But it’s being shown abroad, isn’t it? Maier: For now, we’ve focused on Switzerland. The concept is also very Switzerland-centric. Our colleagues abroad are amazed by the film. They’ve never seen this kind of style in the airline industry before. It’s a completely different image. We want to convey this feeling in Switzerland first. Over the next few months, a decision will be made about an international rollout in Europe. WW: The commercial is a hit with the general public—people who dream of flying but don’t have to fly frequently for work. So, is it more of a “budget” image after all? Maier: Anything is possible. We deliberately included two scenes featuring executives. Even an executive needs some relaxation and peace while flying. Finally on the plane, a quiet moment to catch your breath. Everyone feels that longing. That’s why we’re including everyone—right down to the construction worker standing in steaming tar. WW: To what extent does Swiss’s advertising have to be coordinated with Germany? Maier: In terms of the basic concept, we’re in constant communication. We consult with each other when developing our positioning, and when we create our campaigns, we inform Lufthansa and, of course, ensure that our campaigns aren’t running simultaneously in the market. Otherwise, however, we have complete freedom. In this market, you also have to be able to act very quickly and aggressively. We’re self-sufficient when it comes to planning and implementation. WW: To what extent are there other partnerships, for example with Switzerland Tourism? Maier: In recent years, we’ve mainly had to react defensively. In the area of PR, there was often a need to issue statements in response to negative reports. Now we’re hiring additional staff again, expanding in a targeted manner, and expanding our flight schedule. In this climate, we can also actively reach out to new customers again. A positive shift is taking place in the general perception. We’re noticing that many brand-name companies want to partner with Swiss again. Not just Switzerland Tourism, but a whole range of other blue-chip companies have regained confidence in us and see us as an attractive partner. WW: Swissair was a brand. Swiss sounds similar. Can you feel the impact of this groundwork? Maier: The transition went smoothly, and I think that in many foreign markets—especially intercontinental markets like the U.S.—the change in the brand name hasn’t really been noticed yet. The positive image transfer is working—we see that in a lot of feedback and conversations with customers and employees, but also from the competition. Frank Maier in Hohenheim
He studied economics and later earned his doctorate (Dr. phil.) in Münster. He began his career as a consultant in Lufthansa’s marketing division. In 2000, he took over as head of marketing communications, assuming responsibility for all of Lufthansa’s global communications initiatives. In November 2004, he joined Swiss, where he is currently Head of Marketing. Swiss and Alinghi on Course Together: Collaboration
with a second national symbol: As the official airline of Alinghi, Swiss is taking the successful Swiss sailing team to the 32nd America’s Cup. Swiss has entered into a promising partnership with the defending champions of the world’s most famous sailing regatta. «Both carry the name of Switzerland out into the world,» says Publicis, the agency for UBS and thus Alinghi. Swiss is accompanying the professional sailors on their journey to their training base in Dubai. Starting in March, Swiss will also begin flying to the regatta city of Valencia three times a week.
Interview: Andreas Panzeri