Tag: PR

Cash flow, creativity, and compassion are not mutually exclusive™

Battle of the college re-brands: ASU vs WSU and who did better

Posted on by Red Slice

It’s not often you get to see two similar brand rollouts side by side and see clearly why one way is better.

As you know, sports fans tend to get closely attached to their team’s brand… and nowhere is that more true than when it comes to college sports.

Arizona State University (ASU) has been trying to differentiate itself over the past few years… in some ways successfully, and in others… well, not so successfully.  ASU Athletics, working with Nike,  created a unique launch campaign leading up to the April launch of its new and improved brand.  To help fans, alumni, and the media prepare for the upcoming changes… and to generate some buzz… they produced a series of dramatic and emotional videos teasing the new branding to come.  The first video of the “It’s Time” campaign was released on March 1, followed by this one on March 9, this one on March 16, this one on March 24, this one March 29 and this one on April 1.  Ya gotta check them out – they are really top-notch quality and focus on the emotion and pride behind college sports.

At no point in the early part of the campaign did they mention it was specific to changing the brand.  They just continued to leak bits and pieces about the fact that the new branding was coming.  They apparently handed out cards with an invitation to an event for ASU boosters before the launch (with no details beyond the “It’s Time” messaging) and then launched a video that generated lots of buzz (even on ESPN) about what they planned to announce on the full launch date of April 12.

Rumors and speculation abounded that there would be a new logo for ASU athletics (potentially something that plays up the trident/pitchfork), new uniforms (including some alternate designs/colors similar to, but not as extreme as Oregon’s multitude of uniform combinations) and that the image of Sparky the Devil would be removed from the ASU football helmets.  That last part had lots of Sun Devils choosing sides on whether this is good or bad for ASU.  ASU hew this would be controversial to make these changes and that is why they address it in one of the last videos, saying “don’t fear change” and showing other changes from the past.  Fans and alumni always have strong opinions on any changes, just as customers and employees have strong opinions when a company changes it branding (especially a logo).

ASU embraced many usual social media channels as well… YouTube, Facebook, Twitter, etc.

Here is the final brand launch press release from April 12 and the online press room.

What did they do right:

  • They didn’t just create a new logo in vacuum, but based it on a clear brand strategy and message
  • They stayed authentic to who ASU is and what it stands for
  • They planned. Yes, planned. They created a multi-stage, timed campaign to speak to various audiences (the public, alums, the press) and built buzz and excitement, which can lead to better adoption and acceptance. This teaser campaign gave them a chance to tell the story behind the new brand before anyone got caught up in colors and typography. It also gave people a chance to get used to the idea of change.
  • They leveraged social media for maximum impact

Contrast that with Washington State University (WSU), who approached their brand change with a simple press release and unveiling event. They also collaborated with Nike on this rebrand for almost a year.

Why the changes? For both schools, it was lack of consistency in brand image and colors, a need to update and refresh a dated brand look and a general need to move forward into the future. “Throughout the project, equal attention was devoted to maintaining an appreciation for the traditions of the past, while positioning ASU for the future.”

Thanks to my good buddy and ASU alum Peter Olson for contributing most of this post.

Cash flow, creativity, and compassion are not mutually exclusive™

Southwest shows us how to handle a PR crisis

Posted on by Red Slice

Southwest Airlines turned a safety nightmare into a PR coup that proves the brand really does care about its customers.

We’ve all seen the amazingly campy Southwest Airlines ads that tell us they love our bags so much, they get to fly free. Southwest is trying to prove they are the airline that cares about true service, and it’s an incredibly powerful differentiator in an industry that feels like it will eventually charge us for cups of water. And instead of unrealistic visions of clouds and comfortable passengers with miles of legroom  that other airlines show in their ads, Southwest uses humor and personality to say, “Look, we know flying sucks these days. We’re going to try to make it as fun an experience for you as we can.”

This is carried through down to the employee level. I recently flew Southwest and the flight attendant, upon landing, joked, “How many of you checked bags today?” Many of us raised our hands. Then she asked, “And how much did you pay for those bags?” The answer was a resounding shout of “Nothing!” “That’s right!” she said, “Here at Southwest, we love you and we love your bags, too!”

Recently, Southwest was in the news for a large gash that expectantly tore through a 737 fuselage mid-flight. The plane made an emergency landing and everyone was unharmed. This could have caused a brand fiasco, a PR nightmare. But Southwest stepped up and showed why they are a power brand.

How?  According to this WSJ article, by doing the right thing: being proactive and transparent and putting their passengers before profits. The article reads like a 24 episode, a blow by blow of what happened as the PR crisis unfolded. Every action Southwest took makes you love this brand even more.

They transparently kept press and passengers in the loop on the situation. They also stepped out in front of it by  cancelling hundreds of flights and grounding their entire fleet of 737’s until the cause of the tear could be determined. They walked their talk and showed they really do care about their customers.

Turns out Boeing, the manufacturer, said their models were flawed in terms of wear and tear and are working through tests and investigations with the NTSB. The article states they may have created a  new standard for the industry by being so proactive. “The move allayed passenger concerns and helped the carrier adhere to its aggressive inspection timeline with more control over its own destiny..”

The NTSB praised them for taking action before the government forced them to. That is how you control your brand, even thought it ultimately lives in the minds of your customers. You control all the aspects within your power to ensure people will form the right brand impression.

That’s the thing about brand. It’s all well and good to say you stand for something. But its what you do when the going gets tough that either increases your brand loyalty or completely destroys it. This is one of the marks of a Power Brand: to be able to elegantly recover from a crisis, not just intact, but as a way to prove yourself even more.

Cash flow, creativity, and compassion are not mutually exclusive™

Art + Social Media = Fabulosity (and Marketing Genius)

Posted on by Red Slice

My good friend and videographer, Philip, sent me a clever social media campaign that I am just now getting around to sharing with all of you (yes, trying to get myself more organized in 2011).  Have you heard of the musical group Belle & Sebastian? They have a sort of a “folksy pop” vibe about them, and maintain a cult following throughout the world.

For the release of their album in August, they did a fun social media campaign that not only engaged their fans, but generated buzz and probably made their SEO rankings zoom off the charts by asking fans to create photo content. The best brand campaigns are the ones that ask your fans to do something (show their loyalty and commitment), promotes your business (what you ask them to do creates buzz for YOU) and creates beautiful content that can be repackaged with the tribe (that’s just my own personal vote.).

Their new album was called Belle and Sebastian Write About Love. When working on art for the album, they captured this image of a hip chick writing the record name in chalk in secluded spots in Glasgow:

 

Write About Love by belles glasgow Photo credit: Belle and Sebastian

So they launched a social media contest, via Flikr, to ask fans to do the same thing (write the album name in chalk in the towns where they live) and upload their photos. Winners would be used in their online TV show, and others would win trophies for “the most striking, scenic, artistic or funny contributions.” Here is the contest page and you can see some of the wildly different, yet artistic and fun entries they received. This insight into the “art” of their fans also probably gave them some valuable intel of their customers.

By doing this fun & spontaneous contest, Belle and Sebastian increased their tribe engagement and loyalty, creating an event that caused people to “check back in” and see how the entries were looking, offered incentives for really putting thought into the entry by offering prizes fans would cherish, and turned their tribe into a slew of field sales reps, promoting their album from here to kingdom come. For every one photograph, imagine the onlookers wondering what the heck each entrant was doing when they came upon them writing the band’s name in chalk and snapping pics?

The moral? Get creative with social media as it can have more arms and legs than you think. The other moral? Promotion does not have to be icky and sleazy. It can actually produce something artistic of which your fans can be proud and which can make them ever more loyal to your message.

Cash flow, creativity, and compassion are not mutually exclusive™

Five Signs of a Power Brand

Posted on by Red Slice

Clients often ask us, “How will we know when we’ve got a winning brand?” Rather than telling them, “You’ll know it when you see it” there are some guideposts along the way to tell you your brand is moving in the right direction.

At first, it starts small: increased website hits, increased referrals, uptick in positive social media chatter – even anecdotal evidence like more positive comments from customers or partners. You can look at metrics like newsletter signups, store visits, or customer phone inquiries. Obviously, it all leads to “more sales” but, let’s get real: the sales cycle is like courtship. You don’t propose of the first date, but there are little steps along the way that you must take to get to marriage.

If you launch a new brand or rebrand an existing one, you can put feedback mechanisms in place to see if you’re going in the right direction: focus groups, email surveys, sales trends, even just good ole fashioned talking to your customers and partners. Seek out unbiased feedback but make sure it’s from people that matter to your sales. Asking your 15 year old nephew or your spouse what they think is fine – if they are your target audience. Believe me, more often than not, they are not the right people to be asking, no matter how much your respect their opinion.

Here are some signs of a power brand to which you can map your progress, at whatever scale your business operates:

  1. People are proud to say they work, partner or shop with your company: If customer, partners or employees find that they get greater cache when they sport your brand on their website, paycheck or shopping bag, you know you’ve got a winner. Your brand is transcending into a world where people want to identify themselves as part of your tribe and bask in your brand “halo effect” to make themselves or their business look good. Sort of like hanging out with the cool kids at school. Examples” Apple iPhone and iPad, Harley-Davidson
  2. Your customers are advocates, spreading your story: Word of mouth is key and if customers are going around – unpaid – doing your advertising for you, then that is the holy grail of marketing. Are they chatting you up on social media, sharing unprompted referrals with friends (“You have GOT to shop at Zappos! They have the best customer service.”) creating “spoof” videos on YouTube, or even inking themselves with your logo (hello, Harley)?  Then you’re doing everything right. Examples: Disney, JetBlue and Virgin Atlantic (ie customer-generated YouTube “ads” vs. other airlines)
  3. Some people (outside your target) don’t like you: When you are effectively creating a brand, you have a clear ideal customer target and you serve them. This naturally means there will be those who don’t “get” you. And that’s okay. The Justin Bieber craze annoys me to no end, but it doesn’t matter: I’m not the target audience. Having people who don’t like you means you are not trying to be all things to all people. Examples: Dunkin Donuts v. Starbucks; Hyundai “Beware of 16-year-olds” campaign.
  4. You can elegantly recover from occasional mistakes: If your brand has enough “brand good will” built up, it can withstand some gaffes and missteps along the way. It’s like a bank account: the more you put in, the more confortable you can be withdrawing every now and then. As long as you recover with dignity and transparency, a strong brand can withstand a lot. Examples: JetBlue during their infamous winter flight debacles, Apple’s recent flubs with the iPhone 4.
  5. Articles about your company talk about your impact on the industry and/or the world: Rather that just talking about what you sell, press and organizations seek you out as a thought leader and innovator. Examples: People quote Zappos when it comes to innovative online customer service, not just shoes and accessories. Having transformed the coffee category by emphasizing flavor and experience, Starbucks last year introduced value packs in the supermarkets, which allowed them to stay competitive during the recession.

What are some other signs you look for when it comes to a “power brand?”

Cash flow, creativity, and compassion are not mutually exclusive™

Open letter to all business owners and entrepreneurs

Posted on by Red Slice

Dear ambitious friend,

It pains me to see the money that you are wasting, not to mention the time lost and stress created, by turning to the wrong people for your marketing and branding needs. Just yesterday, I heard another tale from a friend whose client is taking branding advice from a website programmer. And it’s bad advice that will cost her way more money in the long run.

Think of your business like your house. Would you turn to your plumber to draw up architectural plans for your new renovation? Would you ask your cleaning person to re-wire your stereo? Would you consult your gardener for interior design advice?

Then why, oh why, do you continue to try to get all your marketing, PR and branding needs met by one person?  Web design, web programming, direct mail, brand strategy, PR, writing – these are noble and important skills that require expertise in specific areas in order to help you meet your goals. Each person is skilled in their craft and understand the nuances of it, to be sure. But asking a programmer what your logo should look like or an SEO expert how to create a brand positioning statement makes just as much sense as taking your sick dog to your dentist.

In the story mentioned above, this client claims she “likes” her web programmer. I’m sure she does. He’s probably awesome…at programming. But that doesn’t mean he understands how to  design a site well, or understand user interface techniques or even how to create a strong differentiated brand.

I’m sorry, but you can’t have it all. Marketing  – and business building in general these days – requires that you put together a team of specialists. When I worked in corporate, I often managed these people together as one cohesive team. And that is what I do for my clients: I am the brand strategist but I bring in designers, email marketers, or SEO experts to deliver on the client’s goals. I stitch the right team together for them to meet their needs. I can’t be all things to all people, and anyone who tells you that is lying.

When you need a business plan, go to a business planning consultant. When you need to communicate things visually, go to a designer first (who can subcontract a web programmer for you if you need to build a website). When you need to get schooled in the fine art of email marketing, go to an email marketing or online marketing expert. When you need a press release or want to get into the paper, seek out a PR consultant or publicist. And when you need brand advice, seek out a branding consultant or strategist.

Stop shooting yourselves in the foot and do right by your business – and save your sanity in the process.

Good luck!

Maria

Cash flow, creativity, and compassion are not mutually exclusive™

How to interview…and be interviewed: Advice from Katie Couric

Posted on by Red Slice

Many of you out there promoting your businesses or serving as spokespeople will hopefully be doing more and more press and informational interviews. PR is a core tactic in your brand building strategy and you want to ensure you are further conveying your brand messages when you are on camera, on the radio or in print.

The best advice I can share is whether you are a beginner or have been at this a while is to get media trained. We featured top tips in our Ask the Expert interview with Bronwyn Saglimbeni a while back from her work in media and presence coaching. Even if you just do a refresher every year, this is a great idea to ensure your messages are coming across in the media exactly as you desire. Interviewers can be wily and time is short so you need to know about presence, polish and soundbites – and how to avoid getting dragged down a rathole – in order to get the most bang for your PR buck. You may never get that kind of audience again, so leverage it well.

Many of you reading this also have blogs or radio shows that you use to promote your business, so you need to be wise to the ways of effective interviewing. It may not be your core business or competency, but if you have a listening or viewing audience, you need to serve them to the best of your ability or risk tarnishing your own brand in the process.

Katie Couric gave some great advice applicable to both interviewer and interviewee in this video. Check it out and ensure you are on point no matter which side of the mic you are on.

Cash flow, creativity, and compassion are not mutually exclusive™

Apple under fire: When designers get big egos

Posted on by Red Slice

Oh dear. Branding great Apple majorly screwed up. If you’ve been under a rock, here’s the deal: they are under fire for releasing the brand new iPhone (which has sold really, really well) with reception issues. It seems to drop calls when the phone is touched by a person’s hand in a certain spot. The problem is they tried to blame the carrier at first; then they said it was a software glitch; and now it comes to light that the issue is that the antenna is on the outside of the phone (rather than encased as it is on other phones) so when people hold it in the wrong spot, it drops the calls.

I read that they were initially asking customers to shell out another $29 bucks for a rubber casing that seemed to fix the issue. What?!  You screw up and you make customers pay for the fix? Bad branding, bad!  The big bomb came this past week when Consumer Reports refused to recommend the iPhone as they had in the past. That seemed to be the straw that broke the brand back.

The WSJ today talked about some rumors they heard that engineers actually brought the issue to light, but that Steve Jobs wanted the design he wanted and went ahead with it anyway. And in Apple’s (seemingly more and more smug) approach to product rollouts and secrecy, they don’t give carriers the normal “testing” window that is standard in the industry because they were paranoid about keeping the design under wraps. How full of hubris is that?!

I admire Apple so much for their brand efforts and amazing designs and technology over the years. But as I mentioned in a previous post, these behaviors are tarnishing their brand because they are now acting like “the man” who can do whatever they want and doesn’t care about customer ease or usefulness.

If you watch the video here, I love the comment that the woman makes about people forgetting that the iPhone is less a phone and more of a computer. Phones are not necessarily Apple’s core competency and so they very well should have given carriers time to test the phone as they normally do and not worried so much about launch secrecy – it would be better for their brand if they put customer satisfaction ahead of their marketing blitz.

PS: Friday’s Press release notes can be found here. Highlights include not reimbursing customers for having to buy the case, and “When someone or some organization gets really successful, people want to tear it down” which I find particularly amusing since Apple did a lot of that “tearing down” when they were the little guy!

Cash flow, creativity, and compassion are not mutually exclusive™

How to reply to a PR query- and how not to

Posted on by Red Slice

Many small biz owners and marketing pros use  HARO – Help A Reporter Out – for free media queries. It’s DIY PR, served up in 3 daily emails.  But listen up, people: as with everything DIY, you must “do it right” to get results. And many folks do not. Having seen the other side of HARO replies as a writer looking for sources, I can tell you the view is pretty darn ugly.

I highly recommend HARO to all of my clients as an easy way to get press. Peter Shankman’s brilliant idea delivers queries right to your inbox from journalists, authors, and even talk show producers on topics ranging from business to lifestyle to health to finance.It takes about 5 seconds to scan the query summaries and see if a topic fits your expertise. There are over 100,000 folks signed up and his email open rates are ridiculous (over 90%) for advertisers (he includes 1 small ad per email).

I took out a HARO ad once to sell my eBook and my shopping cart lit up like Christmas over the following week.

But sometimes people are their own worst enemies, especially with anything DIY. I use HARO for me and my clients to promote our businesses. But as a writer on the side, I also get to use HARO on the other side: as a journalist and author.

I recently posted a query for a new book I’m publishing, due out Spring/Summer 2010 (more on that later) looking for innovative brand examples from small or large businesses. I want to profile, in small sidebars, different Brands at Work, where businesses use unique and innovative ways to express their brands both experientially and visually.

I asked for answers to 7 specific questions in my query.  With the amount of responses you get from HARO, you need some format for screening and for your own sanity. I explained very clearly in the query what I was looking for….assuming people would read it in its entirety before responding.

This proved to be an inaccurate assumption.

So many people sent me page-long emails extolling the virtues of their business’ brand. I had to politely tell them to answer the questions in the query in order to be considered. One person even admitted to not seeing the questions, as she didn’t read the rest of the message truncated from her Blackberry. Another send me 7 photo attachments after I specifically said “no attachments.” Um, hello?

The reason PR pros are so good at their jobs is that they know how to handle the press. They know reporters are on deadline, and often need something in near-complete form before they will use it in an article. They need crisp soundbites. They have no time to spend on reading 8 paragraph emails of the source’s life story. If they get a good taste, they will then follow up if need be.

Here, then, is a list of PR query do’s and don’t for your DIY’ers out there, from my perspective as a writer:

DO read the query in full and only send what is asked. It’s a courtesy to respect the person’s time.

DO keep it short and sweet and provide your name, title, website, and contact information for follow up.

DO include clever soundbites/hooks that could be easily quoted in the story.

DO use bullet points for your main points, as it’s easier to scan.

DO put “HARO” or other such source in the email response subject line for easy sorting

DON’T send 8 paragraphs about you or your business that have little to do with what is asked for in the query. Sending more info is a bad thing, not a good thing. I won’t even spend the time to wade through the response to find a good nugget, as I’ll be so peeved.

DON’T respond to queries that do not apply to you. Period.

DON’T send attachments. EVER.  Unless asked. If the reporter needs something for follow-up, they will ask for it.

DON’T rush it (assuming the article is not due by end of day). If you wait an extra day to reply back with the exact info requested (or wait until you can read the whole query on your computer back at the office) this is much better than sending a response that is not what I wanted. Most reporters won’t be as nice as me and ask you to resubmit, they will just delete your email.

If you are an agency responding on behalf of a source, please follow all the do’s and don’ts above.

Cash flow, creativity, and compassion are not mutually exclusive™

Ask the Expert: PR Expert Nancy Juetten with Reasons Why Having a Fabulous Bio in Today’s Demanding Times is Absolutely Essential

Posted on by Red Slice

Red Slice had an excellent chat with PR powerhouse Nancy Juetten of Main Street Media Savvy. Nancy helps businsses get seen, heard and celbrated in their own backyards and beyond. She just came out with a fabulous new tool, Bye Bye Boring Bio Action Guide, for crafting a winning personal bio that tells your story, gains killer exposure and scores points wih the press. We sat down to talk about what a well-crafted bio can do for your press opps and business.

RS: Hi Nancy. So, really, how important is your bio? Who reads those on websites anyway?

NJ: People do business with people they like, trust and respect. It is essential to share who you are, why you are qualified, and why it matters with a few lines of well-chosen text that tell your story in a compelling, inviting way. A bio is an efficient and essential tool to share this information so the right people will pay attention. If you are serious about speaking on the radio, commenting for the media, or getting invited to speak in exchange for professional fees, you must have a bio that makes clear the value you bring and why it matters right now.

Also, consider this: The US department of labor reported recently that 15 states are still experiencing double digit unemployment.
2) 27 million people are in some stage of “escaping from cubicle nation” to start and grow businesses of their own.
3) Plenty more are seeking out side incomes to stay afloat in this demanding economy

These circumstances have people looking for a way to stand out from the crowd so they can get the chance to dance and get on with their life’s work NOW. Don’t be boring and boilerplate with your message. Be magnetic and really great to invite more of the right opportunities.

Check your web site stats to find out how many people are reading your bio. Chances are the numbers are higher than you would have first thought. If your bio is “boilerplate” and boring, take the time to revise it to be “really great” and inviting. Then, when your ideal customers land here first and love what they read, they won’t be able to stop themselves from reading more, sending you an email, or dialing the phone to discuss how to benefit from how you serve.

This bio for Patricia Fripp is one of my favorites:

Patricia Fripp is an award-winning speaker, sales presentation trainer, and executive speech coach who delights audiences, electrifies executives who speak, and transforms sales teams. Meetings and Conventions magazine calls Patricia “one of the country’s 10 most electrifying speakers.” Kiplinger’s Personal Finance says, “Patricia Fripp’s speaking school is the sixth best way you can invest in your career.” She is also the author of Make It! So You Don’t Have to Fake It and Get What You Want. Learn more at www.patriciafripp.com.

Right off the bat, you know who she is, what she does, and for whom. It is clear that she delivers stunning results. She offers sassy sound bites that lend credibility to her offering. She makes it easy for the reader to learn more and buy. This is a winning recipe that works for radio station interviews, website bios, speaker introductions, and more.

RS: Will people think you’re not professional if your bio is too playful and personal?

NJ: I heard an executive from Microsoft quip, “Social media isn’t a job. It’s a lifestyle.” In today’s information overloaded world, where messages of 140 characters speak volumes about the sender, we all have to be mindful about the quality and texture of information we share in our bios and social networking profiles. My advice is to share information that is relevant and magnetic for your ideal customers to know, while also sharing a bit about who you are so the reader can form an opinion about who you really are. Are you an irrepressible entreprenuer? Are you someone who is known for having an endless supply of great ideas? Are you a
risk taker who loves sky diving, roller coasters, and more? If you try to be all things to all people, you end up being too little of the right things for the right people. Have courage to declare who you are, how you add value, and why you are an essential ingredient for success in your niche, and you’ll invite more of the right
opportunities.

RS: Sounds a lot like what Red Slice says about branding in general. Better to appeal strongly to the people who matter than blandly to many more who don’t. So how will a better crafted bio help me get more exposure and speaking engagements?

NJ: A radio station producer for a nationally syndicated talk show told me last week that the bios guests send in are often long, boring, and not well suited for radio. The downside for the guest is that the radio station producer likely doesn’t have time to re-write the bio to be suitable, so she likely captures key words and runs with it. It is far better for you to provide a few lines of well-worded text to introduce you in the perfect way than to relinquish control to someone who doesn’t care nearly as much about your story or your success as you do. It’s your story. Tell it well.

What most people want is the chance to to do what we really love with our time and our lives. At the same time, most of us fear being anonymous, not being heard, or toiling away in obscurity. And, if being seen, heard and celebrated in the media is on your priority list, a great bio is your calling card to qualify to tell your story so the right people will listen and take action. No matter where you stand on the continuum — from seeking a perfect assignment or getting known for your winning ways in your own backyard and beyond — a great bio isn’t just something to put on the “to do” list. It is absolutely essential, now more than ever.

Folks who struggle can find help with the Bye-Bye Boring Bio Action Guide. I highly recommend checking this out, and I’ve already put some of the lessons learned here into practice for my clients. And those who need a guiding hand from a PR expert to turn their ideas into a few lines of well-worded, magnetic text can consider signing up for an Extreme Bio Makeover.