No Brand is Impervious: Even Apple Makes Mistakes

January 28th, 2010 by Tami Comments »

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This is not a tech review. Plenty of tech reporters and bloggers out there will comb through the abundance or lack of features on Apple’s newest product launch of, perhaps the undeniably cool, iPad. But all of that is a non-starter for me. You see, first I can’t get past the name. And second, I was mesmerized by what was unfolding as Apple’s Steve Jobs was telling one story about the snazzy new debut of what looks like a giant iPod, and the social web was ablaze with commentary that was spurring quite another. The jokes were flying.

Quite frankly, I had to keep checking to make sure I got it right: Apple was now forever associated with feminine hygiene products…huh?! Could this uber-cool brand that seemed impervious to anything but branding excellence have taken this horribly wrong turn?

Yep.

The Wall Street Journal reported:

Within hours of the announcement, “iTampon” was a hot topic on Twitter. “iPad. Feminine protection for the future. And the future is now,” wrote one. Another: “So does this iPad thing mean that Apple has finally breached the gap between technology and feminine hygiene products?”

Also making the rounds in inboxes was an image of a sanitary napkin with Apple’s logo and the slogan: “iPad. Like a tampon. Only more expensive.”

Oddly, this is so ironic to me, as I’m gearing up to launch a campaign next week for one of my clients. Essentially, the cornerstone of this campaign is a proprietary research study we conducted where 1,000 affluent women from around the country were interviewed about their financial attitudes and behaviors in the wake of the recession. More to come later, but it’s a fascinating study, and one that reveals more and more women are controlling not only the purse strings, but are holding the CFO position in their household. Women have more money, more power, than ever before. In fact, the Bureau of Labor Statistics recently reported that for the first time in history, women will surpass men in the workforce. Their own customer research aside, surely, the R&D department at Apple keep up to date on current events and the national economy, right?

Here we have Steve Jobs coming out yesterday to announce to the world the debut of a snazzy new gadget called — in all seriousness and importance — the iPad. APPLE! It’s so bad, it’s funny. But not funny in a ha-ha way, funny in a “Hey, Apple, you are starting to lose your grip. Not only on your brand, but your audience kind of way.”

Anyone who knows or works with me, knows my mantra is “Own your story.” Owning your story means that when you stand up to tell it to the world, you’ve also done your homework. Somehow, I don’t think the Apple folks, Steve Jobs included, considered just how badly the name iPad would be as a story detractor. Or, did they profoundly underestimate the consumer mind-set? As far as I can tell, the comments and jokes weren’t coming just from the female gender. It was almost as if guys were looking at their Master of All Things Cool, and saying, “Really , Steve, you want us to carry around an iPad, and we’re all ok with this?”

What do you think?

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Coco Spreads His Wings

January 23rd, 2010 by Tami Comments »

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Ok, to wrap up this entire late night TV fiasco, let’s pause to reflect on just how classy Conan O’Brien is. Why? Because  here’s a person who has shown us that it is possible to be original. To be truly remarkable. How refreshing! His show last night was brilliant. I really don’t care if his ratings weren’t all that hot in the mere 7 months he took over the reigns of The Tonight Show from Jay Leno. From what we all know now, Conan is the real deal.

It’s a shame it took such an embarrassing turn of events for NBC to create an accidental opportunity for Conan to really show us what he is made of. And boy, did it resonate with people everywhere. (Also refreshing…yay! for the human race.) We are captivated by the man, not the network. Execs knew all along this was Conan’s character, and they should’ve given him the wing-span to shine. Read Time”s review of his last show as the Tonight Show host here.

“All I ask is one thing, and I’m asking this particularly of young people that watch: Please do not be cynical. I hate cynicism. For the record, it’s my least favorite quality. It doesn’t lead anywhere. Nobody in life gets exactly what they thought they were going to get. But if you work really hard and you’re kind, I’m telling you, amazing things will happen.”

I can’t wait to see where this Free Bird lands next. It’s exciting to see we’ve got real people in the entertainment industry — the world — with values, talent, and pure grit.

For those of you who might have missed it, here’s Conan’s final comments and the song that follows.

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Conan: My PR Hero, and A Lesson In Owning Your Story

January 13th, 2010 by Tami Comments »

Conan O’Brien knows how to make us laugh, but now he has won my PR heart.

Why?

Because he knows how to be a man, and he isn’t afraid to step up and do what he believes in.  So classy. Sadly, this is a rarity in today’s world.

Check out his statement that he released himself through PR Newswire today.

Love it.  Love his openness and honesty. Love how he is owning his story even if it means giving up his dream.

The way this is playing out, there is going to be major Leno backlash if he lets Conan walk, and he takes the Tonight Show timeslot for his lackluster show (wouldn’t it be awesome if, in response, Jay released a statement that he will happily “let” The Tonight Show with Conan as host remain in its 11:35pm slot?) Come on, Jay…you’re holding all the cards here. Show us what you’re made of. Oh yeah, joke’s on you: you already have.

Jay is washed up. Conan is where it’s at.  Poor Jimmy Fallon.

Here’s the statement:

PR Newswire: news distribution, targeting and monitoring

Statement from Conan O’Brien

UNIVERSAL CITY, Calif., Jan. 12 /PRNewswire/ — Conan O’Brien released the following statement.

People of Earth:

In the last few days, I’ve been getting a lot of sympathy calls, and I want to start by making it clear that no one should waste a second feeling sorry for me.  For 17 years, I’ve been getting paid to do what I love most and, in a world with real problems, I’ve been absurdly lucky.  That said, I’ve been suddenly put in a very public predicament and my bosses are demanding an immediate decision.

Six years ago, I signed a contract with NBC to take over The Tonight Show in June of 2009.  Like a lot of us, I grew up watching Johnny Carson every night and the chance to one day sit in that chair has meant everything to me.  I worked long and hard to get that opportunity, passed up far more lucrative offers, and since 2004 I have spent literally hundreds of hours thinking of ways to extend the franchise long into the future.  It was my mistaken belief that, like my predecessor, I would have the benefit of some time and, just as important, some degree of ratings support from the prime-time schedule.  Building a lasting audience at 11:30 is impossible without both.

But sadly, we were never given that chance. After only seven months, with my Tonight Show in its infancy, NBC has decided to react to their terrible difficulties in prime-time by making a change in their long-established late night schedule.

Last Thursday, NBC executives told me they intended to move the Tonight Show to 12:05 to accommodate the Jay Leno Show at 11:35.  For 60 years the Tonight Show has aired immediately following the late local news.  I sincerely believe that delaying the Tonight Show into the next day to accommodate another comedy program will seriously damage what I consider to be the greatest franchise in the history of broadcasting.  The Tonight Show at 12:05 simply isn’t the Tonight Show.  Also, if I accept this move I will be knocking the Late Night show, which I inherited from David Letterman and passed on to Jimmy Fallon, out of its long-held time slot.  That would hurt the other NBC franchise that I love, and it would be unfair to Jimmy.

So it has come to this: I cannot express in words how much I enjoy hosting this program and what an enormous personal disappointment it is for me to consider losing it.  My staff and I have worked unbelievably hard and we are very proud of our contribution to the legacy of The Tonight Show. But I cannot participate in what I honestly believe is its destruction.  Some people will make the argument that with DVRs and the Internet a time slot doesn’t matter.  But with the Tonight Show, I believe nothing could matter more.

There has been speculation about my going to another network but, to set the record straight, I currently have no other offer and honestly have no idea what happens next.  My hope is that NBC and I can resolve this quickly so that my staff, crew, and I can do a show we can be proud of, for a company that values our work.

Have a great day and, for the record, I am truly sorry about my hair; it’s always been that way.

SOURCE Conan O’Brien

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Authenticity, For Real

January 5th, 2010 by Tami Comments »

Three cheers for SPECIAL K, the 54-year-old cereal brand from Kellogg! Come on, who doesn’t know about the “Special K Challenge,” right? I bet at some point in your life, regardless if you’re a woman or man (although 65 percent of its consumers are women), you tried it. Now, just in time for the new year, here comes a refreshing twist that takes the concept to a whole new level. And it’s a good one. (Have you caught the new TV ads yet?)

Today’s advertising column in The New York Times, Pitching a Product, Without Showing It by Andrew Adam Newman reviews Special K’s latest advertising effort …which is an excellent example of a brand that knows who it is, understands its customers inside and out, and is embracing the new marketing normal: authenticity. As Newman points out, Special K unveiled a new ad campaign this week featuring 6 real women they found while doing consumer research describing fitness goals. The campaign, which even though is essentially about weight-loss, isn’t about the “end result” from dieting, but rather reveals the vision these real women have at the beginning…how do they want to see themselves? What are their challenges? What’s really important? In one woman’s case, she wants to show her young daughter “that mommy feels confident.”

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Six different spots blanketed the airwaves during the national morning television news shows, and what makes the campaign, in my opinion, incredibly fresh and unique is that not once do you see a logo or product shot.  Unlike Dove’s Campaign for Real Beauty, the Special K ads are not about featuring “idealized women.”

Leo Burnett, Chicago produced the commercials. And despite the rather predictable problem/solution set-up, the execution works incredibly well throughout.

Quoted in the NY Times piece, Jose Alberto Duenas, vice president for cereal marketing in the U.S. at Kellogg, said showing no Special K products or logo in the ads was unprecedented for the brand.

“We’re trying to be faithful to giving real women a place to declare victory without the piece feeling overwhelmed by what the brand brings to the table,” Mr. Duenas said. “If you want to make a connection, you have to give consumers a chance to take part of the spotlight. Authenticity is what we’re looking for.” Bravo.

There’s even a new website that goes more in-depth on the personal stories of these women, and features resources, tips and information designed to help women plan their own victory. What I like about this even more is that it’s an integrated effort, a mix of traditional spots on TV and an online component that’s interactive, and user-friendly. It’s meant to surround the consumer, yes, but in a softer way that isn’t all about “look how cool my brand is” and more about “we’re a brand that gets you, we’re a brand that puts you first.” The follow-through is flawless.

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From a branding perspective, I love this campaign.  It’s relatable, it’s inviting, it’s not slick. It’s not perfect. Even better, as the marketing world is all a-Twitter about social media and the role that “being authentic” plays, here is Kellogg taking it a step further. They get it, and they aren’t afraid to embrace it. Remember, this is a brand that’s been around for 54 years! They are doing all the necessary work to stay in touch with today’s consumers, and taking the steps –bold ones, even — to stay relevant in their lives. Special K, as a result, is more than just a cereal to the consumers who purchase it. It’s their “weight-loss partner” or their “self-confidence booster” — it’s the “healthy lifestyle” brand. As Newman’s article points out, they take a soft sell approach with incredible appeal, and thus, rejuvenated the brand to have real meaning. We can all learn from that. I wish Kellogg the best with their brave efforts. Looking at your business and marketing plan for 2010, are you taking bold steps or baby steps on the path to authenticity?

P.S. Can you take a guess as to what will be on my grocery list this weekend?

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2010: The Year To Embrace Social Media for Your Brand

January 3rd, 2010 by Tami Comments »

Reading David Carr’s New York Times article today, Why Twitter Will Endure, I was struck by a simple thought: say what you want about social media, Twitter is one intelligent source for using the web efficiently. David does a great job at drilling down on how even a tuned in, plugged in, at times overloaded and busy journalist went from skeptic to advocate in the past year. And I agree with his piece, wholeheartedly. That’s right, in this age of connectedness, and access to more information than we know what to do with, much less how to process the multiple sources available to us, Twitter is the best way to cut down on surfing the ‘net or spending hours researching the essence of any topic because when everyone uses Twitter –and that is pretty much the case as usership approaches the 100 million mark — anything you want to know is instantly at your fingertips. That is incredibly valuable, regardless of what you are looking for or what you may be interested in. At any given moment. In real-time. It’s where breaking news breaks first, so as a media professional myself with a variety of clients from different business sectors, Twitter is my go-to source for keeping ahead of the curve, and in the know.

In David’s case, he shares:

“I have found transcendent tacos at a car wash in San Antonio, rediscovered a brand of reporter’s notepad I adore, uncovered sources for stories, all just by typing a query into Twitter.”

It’s this collective voice and eternal pipeline of information that will result in Twitter’s evermore usefulness, and therefore, longevity.

THE TIME IS NOW

Make this the year that you embrace social media basics, not just Twitter, but everything from blogging to Facebook, for your brand. Spend time figuring out your social media strategy and what tools make the most sense for your brand. If you are already building your digital footprint, congratulations! Take some time to evaluate what is working and what isn’t. Look at ways to take your community to the next level. How can you drive engagement, and really learn from your fans? Your customers? Your followers? What will you do with all the information you are discovering on the social web to make your brand’s customer experience better? What is your cost/benefit ratio? Have you peeked in on your competitors and looked at how they are leveraging social media tools for their brand? What can you learn from them?

If you are a marketer who has been reluctant to embrace social media, I hate to sound like a therapist here, but what is holding you back? Don’t you want to be wherever your customers are? The livelihood of your business depends on your ability to adapt, leverage and thrive in the new rules of customer engagement. Take baby steps, but step forward you must. Simply get yourself set up, and do nothing more than listen. Listen in on all the conversations that are happening. Find out where your customers are. Where the thought leaders of your industry are. Where interesting people are talking about the things that you care about. Trust me, you will quickly find out the beauty of social media. At some point, you will decide when you want to engage, and then the real power of the digital age will kick in for you. You will be part of a community building process around your brand, and you will be taking an important step to securing your future.

When people complain about social media like Twitter, for example, and say things like “I don’t really care what someone is eating for lunch,” they really aren’t taking the time to adapt to the modern age, and that unfortunately is like holding on to your rotary phone or refusing to buy a cell phone.

Sure, having all this access to all this stuff comes with the realization that we also now live in a world of major distraction and this can often lead to procrastination. It also means that the lines have blurred between personal life and professional life. But, the age of social media means that we are all one connected global community, and the world is more transparent than ever. People are sharing important information, as well as the experiences they are having. As marketers, we need to know which ones impact or influence our business. On the positive side, the cost to figuring out who your brand advocates are also just got a whole lot more manageable, as well as your ability to adapt or react to the experiences they are having. Like this one, from David’s article:

“Beyond the throbbing networked intelligence, there is the possibility of practical magic. Twitter can tell you what kind of netbook you should buy for your wife for Christmas — thanks Twitter! — or call you out when you complain about the long lines it took to buy it, as a tweeter on behalf of the electronics store B & H did when I shared the experience on my Blackberry while in line.”

The cost to ignoring this important cultural development? You do the math.

Bottom line: figure out how to tap into the power of social media to build your brand and your sphere of influence.

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The Year in Branding

December 26th, 2009 by Tami Comments »

by default 10BrandWeek posted an article that summed up their most read stories for 2009, and it seems fitting to share it here, as we embark on a new year. Let’s hope the standards are raised in 2010. I’m personally feeling more energized and creative than ever, and looking forward to working with great clients, on juicy initiatives where creativity, clarity and collaboration come together in exciting ways.

So, Happy New Year…let’s get to work and make stuff happen!

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The Signs Were There

December 15th, 2009 by Tami Comments »

As the saying goes: a picture is worth a thousand words. So, these are worth a couple thousand, at least.

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Tiger's left hand "then."

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Elin's left hand now.

The media continues as a window to the world of celebrity, character flaws, and chaos. What do you think? Who are today’s role models for the next generation? Or, has the risk of unwanted media exposure into their personal lives scared even the good guys off for good?

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Branding Excellence

December 7th, 2009 by Tami Comments »

With so much excitement in the news lately, and no end in sight to the number of women that have slept with Tiger Woods, I wanted to pause from that topic, and start the week off on an entirely new tangent. Clearly, we have seen what can happen when a brand can’t evolve or stay true to itself, or becomes misguided — whether its lack of vision, know-how, or scruples. But from time to time, I will share examples of brands that, in my opinion, capture it all: the look, the walk, the talk, the customer experience online and off.

This is one of them:

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You might think I started off with an easy one: after all, beautiful girls and underwear. But, it takes marketing and branding excellence, not cleavage, to make a brand like Victoria’s Secret stand out as a mega-brand, for the long-haul. It’s fresh, feminine, and always on the cutting edge. Sure, at its core, it provides a good quality product at an affordable price. It’s not La Perla, an upscale luxury lingerie line, so it’s not trying at all to be something it is not. Victoria’s Secret is a mass market brand that promotes an all encompassing attitude, a lifestyle and standard of beauty most women aspire to. What are the key factors to its success? Every one of its touch-points delivers (or generally exceeds) on the customer expectation and experience. From ongoing traditional above-the-line advertising initiatives to support its storefronts and catalogs as well as drive online sales, to model search contests and prime-time TV specials (Did you catch the VS Fashion Show on CBS last week, with the Black Eyed Peas performing?) and community-building channels on the social web, it’s no secret that Victoria’s Secret knows its customers and how to deliver on its brand promise. It’s consistent regardless of how you come into contact with it. In fact, with its “all access” website, I’d say that the Victoria’s Secret brand takes customer engagement to the next level. (And it’s refreshing.)

Victoria’s Secret makes “sexy, feminine confidence” accessible, affordable, and fun.

Here’s a quick exercise. What is your brand’s promise? If you don’t know, now is a great time to figure it out. Boil it down to 2 or 3 words only. What you want is an overarching brand story that can translate into a marketing strategy and even better, helps to build a visual identity or campaign. If I say “sexy, feminine confidence” as I did with the Victoria’s Secret example, you can conjure up a whole set of images, colors, typefaces, phrases, channels, media, and more to help guide strategic thinking around development of a branding campaign or marketing platform.

Next step: Tune in; look at all the ways you engage your target audience. Are they consistent? What is your brand saying? Does your brand talk the talk, and walk the walk? Do you know how to engage your customers on the social web? How can you develop your brand to its full potential so that you’re delivering, evolving and engaging in critical ways that add to your bottom line? Take the time to know these answers now, and your brand will flourish for years to come.

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People forgive. Brands are forgetful. The Internet is perpetual.

December 2nd, 2009 by Tami Comments »

The Tiger talked, but does he walk? By now, you know that Tiger Woods’ statement has been published on his website for all to see.  From a communications standpoint, it’s an amateur move.  Any pro knows: he needed to come forward (yes, sooner) and deliver the statement on-camera.  A video statement would have humanized him even more. This is important because, if genuine, he would have made a deeper connection with the public-at-large, and it would enable him to rise above the messiness of his personal life faster.

Let me emphasize a key point, I am commenting on this story from a communications/PR perspective, and how it has played out in the media. People who love golf (or not), love Tiger, and the fact that he posted a statement at all is certainly just fine by them. His fans will forgive him and encourage him to keep playing. Those that resPicture 3.jpgpected him for his professional accomplishments are certainly not going to argue with a man who wants to spend time working on his personal issues behind closed doors. In fact, comments on his website are pouring in (over 6,200 last I checked), and mostly comprised of that sentiment. See, people now recognize Tiger for the human he is — faults and all — and are rallying around the “you’re just like us” feeling.

But if only it were that simple. And it isn’t enough. You see, the media is interested in all aspects of Tiger Woods, not just the parts he wants to put out there.  If you know this, then you understand the rules of the press game, and you don’t do anything that plays into the media’s hands in a way that causes more damage to yourself. If you don’t know this, then you hire someone who does so you don’t dig yourself into a deeper hole.

And if you’re Tiger Woods, for goodness sake, you should know going in that if you say things like “No comment” or worse, you don’t comment at all,  you look like you’re covering up something. You set off so many alarms with the media that you essentially set yourself up for failure, because they will hunt down the “story.”  The story, then, means a cast of characters will surface, who may or may not be deserving of being in your story in the first place. So, by the time you release the written statement, the media is already way ahead of you.  What you want from people (privacy, for example) may no longer be possible.  Now, the public is engaged in “the story” and you’ve just put yourself in reactive mode.

I feel sad on a personal level for him and his family. After all, he’s a husband. A father. A friend. But he’s Tiger Woods, the brand too. So this is where things  get more complex. As a global brand, there’s so much money invested in making it thrive and succeed that there are enough resources in place to also make sure “personal inconveniences” associated with the Person get diffused as fast as possible. So, in this case, a brand can forget personal strife quickly and move on with its business.

But we live in the digital age, the age of information gathering and sharing at warp speed, and whether we like it or not, the Internet’s memory is infinite. There is no distinction between Tiger, the uber brand, and Tiger the flawed person. Everyone’s voice and opinion gets equal space. The current digital footprint that is being created has grown much bigger than either would like. It’s permanent. The “story” will live on. He missed an important opportunity to own how this would play out. Sure, people will forgive him. His brand, while currently hemorrhaging will have a healing phase (meaning no appearances or tournaments for awhile, and then a great comeback will be planned…how many times have we seen this now?), and thus will forget this dark period. But the Internet will remind us all of a time when a great professional athlete who so successfully managed his golf game, misstepped badly in the life game. The toll it takes on the Person as well as the Brand, and all who come into contact with each, has yet to be realized.

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PR Prowess: The Tiger Needs to Come Out of His Cage

December 1st, 2009 by Tami Comments »

Tiger.jpgOh, poor Tiger.

Are we surprised that the Tiger Woods story is dominating the news cycle? No. But all I can think to myself is – I wish I could have 10 minutes with him! Better yet: David Letterman, please call Tiger immediately. You, of all people, know quite well it’s better to be out in front of the story than to let the story get out in front of you. I don’t agree that his current situation (infidelity, marriage troubles, car wreck at 2am) will not affect his endorsement deals. For starters, he’s creating a major credibility issue for himself.

Tiger’s tanking his reputation, and the longer he retreats, the worse the damage. He needs a person he can trust to help him through his mess. Lawyers don’t know anything about PR. Sports agents certainly never want to admit their star talent’s future is now tainted. He’s caught up in the wrong spin machine.

I see this all the time with celebrities, and particularly, for whatever reason: celebrity athletes. Perhaps they are the ones with the biggest egos out there, hate to say it. But the media storm is only going to get bigger.

Rachel Uchitel is getting all the airtime, and getting more and more space for all the cagey details, meaning Tiger and his family are now forced to confront this drama whether they want to or not.

rachel-uchitel.jpgEven if he never speaks another word, think about his next televised golf appearance. Think about his lucrative sponsorships. Think about the Tiger Woods brand.

As a professional athlete, a public figure, Tiger needs to come out of the cage, go public, not just make cryptic canned “statements” and ‘fess up in some detail. We all make mistakes. But the media is on the prowl, the “other woman” is all over the press with comments, stories and photos, and frankly, Tiger, lots of folks including your family have a lot invested in you.

So come out Tiger.

It would have been so much easier if you stepped up and shot a hole in one, but now you’ve got to dig your way out of the sand-trap. You’ve done it before, but now, you need to muster up the courage to do it for the sake of your future and your children’s future. If you need help, call me. (Quick! before Rachel gets a book deal, then possibly a movie (or, gasp a reality TV show!) will be made and that means at least 2 more very visible PR campaigns for her, even if she claims she’s a “recluse” — ooooh, the recluse who caged a Tiger and lived to tell about it.)

See, stories have a tendency to live a very long life, even when you don’t want them to.

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