brand experience 3 | SunMatrix Ramble

Social Robots: San Pellegrino and Coca-Cola

In 2011, Andes Beer in Argentina used robots in their campaign to enable people to virtually experience a real-life event. Fast forward to 2013 and social robots show up again, this time in campaigns from Italy and Israel. Here, “social robots” means telepresence robots used as remote-controlled avatars at live events.

When “social” becomes physical

The mechanism in both examples is telepresence. A robot with a webcam and microphone acts as a movable avatar in a real location. People at home control where it goes, what it looks at, and who it talks to, turning a distant event into something they can actively explore rather than passively watch.

In experiential marketing, telepresence robots let brands scale a place-bound moment to remote audiences without reducing it to a simple livestream.

Why the robot format lands

This works because it restores a missing ingredient of remote content. Presence. You are not only consuming footage. You are choosing what to look at, moving through the environment, and having real-time interactions that feel personal. Because telepresence combines viewer control with two-way contact, it turns remote viewing into participation. Telepresence is worth the operational hassle only when “being there” is the product. The real question is whether your remote audience needs presence, not just access.

Extractable takeaway: If your brand moment is tied to a physical place, give remote audiences viewer control over a live viewpoint. Even small control makes the experience feel earned, and earned experiences get talked about.

Three minutes in Italy

San Pellegrino invited Facebook fans to discover the Sicilian village of Taormina and explore its cobblestone streets via a webcam and microphone enabled robot controlled from their own computer.

Coca-Cola Summer Love 2013

Coca-Cola Summer Love is the annual summer event for Israeli teenagers. Not everyone can join in person, so Coca-Cola created robots that allowed teens to be part of the camp without leaving their homes. The robots carried webcams and microphones and were controlled by users who could not physically be there.

Users could navigate around the campus, talk with friends, watch shows, participate in competitions, and be part of the experience. The robots were welcomed, danced with, and treated like real attendees, becoming the “stars” and a natural media magnet inside the event.

Practical steals for telepresence events

Make control the feature. Remote access becomes meaningful when people can choose what happens next.
Keep interactions human-scale. Let remote users talk to real people, not just watch a feed.
Time-box the experience. Constraints like “three minutes” create urgency and reduce operational load.
Design for friendliness. The robot should invite social acceptance in the space, not disrupt it.

A few fast answers before you act

What is a “social robot” in these campaigns?

A telepresence robot that carries a live camera and microphone, letting a remote person control movement and interact with people on-site in real time.

Why is telepresence more compelling than a normal livestream?

Because it adds viewer control and two-way interaction. Control makes the experience feel personal, and two-way contact makes it feel like participation rather than content consumption.

What is the main operational risk?

Latency, connectivity, and crowd behavior. If the robot is hard to control or gets blocked, the magic disappears quickly.

Where does this pattern fit best?

Events, tourism, launches, and experiences where the value is being “there,” and where remote audiences have strong motivation but limited ability to attend physically.

How do you keep the robot from becoming a distraction?

Set simple on-site rules, give the robot a friendly presence, and design short, guided interactions so crowds do not block or hijack it.

Virgin Atlantic: No Ordinary Park Bench

Virgin Atlantic wanted to give the people of New York a taste of their onboard services. So with the help of Y&R New York they took over an ordinary bench and gave unsuspecting park-goers an unforgettable Virgin Atlantic experience.

How an “ordinary” bench becomes an airline product demo

The mechanism is a simple swap. Take a familiar public object. Upgrade it with unmistakable “premium” cues. Then add a layer of surprise service so the bench behaves less like street furniture and more like a seat with hospitality. The passersby reaction becomes the content, and the content carries the brand promise further than a static poster ever could.

In premium service brands, the fastest route to belief is letting people experience the service promise before they ever buy.

Why it lands

This works because it compresses a complex claim, “we make flying feel special”, into a single, legible moment in the real world. You do not need a fare sale, a cabin diagram, or a spec sheet. You just need the contrast of ordinary versus treated-like-a-guest.

Extractable takeaway: When your differentiation is a feeling, stage a public, bite-sized version of that feeling. Make it easy to understand in one glance and easy to retell in one sentence.

What the stunt is really doing for the brand

It turns an intangible benefit, service, into something tangible and shareable. The real question is how you make an intangible service promise feel credible before purchase. The bench is not the point. The point is credibility by demonstration. It is a live proof point that “Virgin Atlantic service” is a thing you can recognize, even on the ground.

What premium service brands can borrow

Choose a familiar object: the more ordinary the baseline, the stronger the contrast when you upgrade it.
Make the promise physical: show the service, do not describe it.
Design for bystanders: build a moment that attracts a crowd without requiring explanation.
Keep the story clean: one setup, one surprise, one payoff.
Capture reactions: human responses are the most efficient proof of “this is different”.

A few fast answers before you act

What is the “No Ordinary Park Bench” idea?

It is a Virgin Atlantic street activation where an ordinary park bench is transformed into a branded service moment, giving park-goers a taste of the airline’s onboard experience.

Why use a bench instead of a pop-up booth?

A bench is instantly understood and frictionless. People sit without committing to “an activation”, which makes the surprise feel more genuine and the reactions more watchable.

What makes this effective for premium brands?

Premium is hard to prove with claims alone. A live demonstration makes the promise tangible, and it gives people a story to repeat.

What is the core pattern to reuse?

Pick one everyday touchpoint, upgrade it dramatically, and deliver the brand benefit in a way people can feel immediately.

What is the biggest risk with this format?

If the experience feels staged, intrusive, or confusing, the audience will not lean in. The best versions are simple, respectful, and clearly additive to the public space.

Ford Selección: Olor a Nuevo

Ford Selección is the brand of used cars from Ford in Spain. Bassat Ogilvy Madrid, the agency responsible for marketing the cars, was given the task of bringing the excitement of a new car to the old ones.

So the team set out to bring the “smell of a new car” to those who chose to buy a used one. Once the smell was identified, it was taken and bottled into fragrance samplers called “Olor a Nuevo”, which means “Smell of New”. With this fragrance, a line of used cars that smelled like new ones was created and advertised through print and outdoor.

A used-car pitch that starts with the nose

The execution picks one sensory cue that people associate with “brand new” and makes it portable. New-car smell is a shorthand for untouched materials and first ownership, and the campaign turns that shorthand into a deliverable asset.

How Olor a Nuevo works as a sales tool

The mechanism is productized reassurance: turn trust into a tangible sampler people can smell before they buy. Identify the desired scent, package it as a sampler, and attach it to the Ford Selección promise so “used” feels less like compromise and more like a smart choice with one missing detail restored.

In automotive retail, sensory cues often carry trust faster than spec sheets, because they signal condition, care, and novelty before the buyer starts rational comparison.

Why the idea lands

It targets the real tradeoff people feel. Many buyers can accept a few kilometers on the odometer, but they still want the emotional moment of “this is mine and it feels fresh”. A scent sampler creates that moment early, and makes the purchase feel closer to a first unboxing than a second-hand transaction.

Extractable takeaway: When your product is “almost new”, identify the one emotional cue buyers miss most, and restore it in a way that can be sampled quickly and remembered later.

What this says about brand experience

Olor a Nuevo is not a gimmick layered on top of the cars. It is a way of translating a promise into something you can experience in seconds, which makes the message stick long after the ad is gone.

The real question is how you make a used car feel freshly claimed before the buyer starts comparing mileage and price.

What to steal from Olor a Nuevo

Choose one high-signal cue. One sensory proof can outperform a long list of guarantees.
Make the proof portable. A sampler travels. It can be shared, compared, and remembered.
Turn compromise into a reframed benefit. If buyers accept “used”, give them “fresh” back.
Keep the comms simple. Name the benefit in plain language and let the experience do the persuasion.

A few fast answers before you act

What is Olor a Nuevo?

It is a fragrance sampler created for Ford Selección that recreates the “smell of new”, so used cars can deliver part of the emotional experience of buying new.

Why is “new-car smell” a useful marketing lever?

Because it is a fast, emotional proxy for novelty and condition. It signals “fresh” before the buyer evaluates details, which can reduce hesitation.

When does sensory marketing work best?

When a product has a strong, shared sensory association that buyers already recognize, and when that association supports a real purchase anxiety such as trust, hygiene, or freshness.

What should brands avoid with this pattern?

Overcomplicating the experience. If sampling requires explanation, or if the sensory cue does not connect to the actual buying tension, it becomes a stunt instead of a sales tool.

Can this pattern work outside automotive?

Yes, when buyers miss one high-signal cue that makes a product feel fresh, trusted, or premium. The cue must connect to a real buying tension, not just add novelty.