The tipping point for Dove, and our careers, came when the
brand's 35-year-old patent expired. Our new client at Lever, Peter
Elwood, was worried that a competitor had a clone in the works.
This was the first time in years that Dove's comfy spot at the top
of the soap aisle looked shaky. We agreed with him: the bar with
"¼ moisturizing cream" needed a face-lift.
Because we were new to Dove's marketing team, Peter thought we
should understand the product fundamentals. He organized a
technical briefing where people in lab coats gave us a crash course
on all the unique aspects of the bar we'd grown up with. We learned
that Dove isn't a soap, technically. It has a non-soap ingredient
developed during World War II to clean the skin of burn victims.
Because of that, Dove is pH neutral, one of the fundamental reasons
it's easier on skin: "It doesn't strip away skin oils like soap do.
'Squeaky clean' skin is actually dried out,
easily irritated."
"Which soaps?"
"All soaps."
Do you remember those yellow litmus papers from high school
science class? Our new friends in the Lever lab told us that if you
pressed one up against a wet bar of Dove, it wouldn't change color
because Dove is pH neutral, while the other soaps would instantly
turn the strip dark blue, indicating high alkalinity. They showed
us the jolting color change with five or six soaps, including a
"baby soap," to demonstrate that they were all about the same when
it came to pH. They gave us examples of things that are alkaline,
things that are acidic and things that are pH neutral, for
context.
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Their little chemistry lesson was a gripper. This was an
unexpected way to see the big difference between Dove and all its
competitors, but we had to try it ourselves to really believe it.
We swept dozens of soaps off the shelf at a nearby drugstore and
took over a boardroom back at the office to do our own pH tests.
Those little yellow papers turned ink blue again and again and
again. Every single bar had about the same pH as Mr. Clean. No,
that didn't mean they'd peel the skin off the user. But that level
of alkalinity struck us as rather aggressive. We felt duped by
those brands' ads that blathered on about how mild, gentle, natural
and pure their product was.
Sitting on overstuffed couches at Janet's house with Persian tea
in hand, we generated a carpet of quickly sketched storyboards as
we tackled the advertising challenge. In a single morning we
decided to pitch a campaign to Peter that would recreate in the
minds of TV viewers the exact feeling we had when we did the
test.
The campaign we produced was literally a litmus test. Unlike any
Dove ad before it, "Litmus" didn't show any women, save for a hand.
And in another unconventional move, there was no voice commenting
on what was happening to lead the viewer, because we wanted this
story to be told objectively. Finally, we didn't end with the "pour
shot" -- the sacred sign-off through decades of Dove commercials
where moisturizer is magically poured into the shape of a bar of
Dove. In this context we thought it would seem gimmicky and
distracting. The headline in magazine ads asked, "Do you really
need the alkalinity of a household cleaner to wash your face?" The
reader would write away for free litmus paper so she could test her
own brand. She didn't need to take our word for it, she could see
for herself and decided how she felt.
The campaign was perceived as an enormous risk by top brass at
both Ogilvy & Mather, our agency, and Lever in
New York. They were not impressed when they saw what we were doing
in Canada. We were breaking rules that had been carved in stone not
only for Dove but for the larger world of advertising. David
Ogilvy, the legendary agency founder, had famously created Dove's
first ad campaign. Who were we to mess with decades of success?
Ogilvy himself wrote a scolding letter saying "science won't
sell." But the consumer didn't see it that way. Dove sales went
through the roof and their main competitors' took a nose dive. The
campaign reframed Dove and challenged the way other brands were
talking to women. It gave them a compelling, intelligent reason to
buy a product and didn't condescend to female stereotypes.
"Litmus" was the blueprint for our success. It was about risk
taking and authenticity. There was reward for finding inspiration
in unconventional places, listening to unconventional voices and
speaking the truth.