• Skip to main content

Area 224 Ltd.

Content + Communications Consulting

  • Blog
  • Meet Dave
  • Services
You are here: Home / Archives for brand communications

brand communications

Nov 11 2010

Amplification

Great thing about social media: you can amplify your business.

 

Turn it up to 11
Amplifier, thanks techfuels.com

Bad thing about social media: you can amplify bad business.

If you watched any of the Amazon imbroglio on November 10, 2010, you’ll know what we’re talking about.

One bad decision – or one lack of a good decision – can be put under a magnifying glass and go viral in a heartbeat.

The problem for business people is that often the good doesn’t get amplified as quickly as the bad.

Search, for instance, for happy stories about United Airlines. Where do you start? What are the terms you look for?

On the other hand, search for United Breaks Guitars and you’ll find the now-famous video. And its 9 million views. And the two follow-ups from the guy. And on, and on.

Goodwill, brand reputation, loyalty – gone in 60 seconds.

Amp – li – fi – ca – tion.

How do you prepare for this reality? The reality that, at some point, your business will screw up and you will face amplification to the nth degree? SOME steps to follow:

Delegation.

If you’re a one-person shop, this could seem impossible – but you have to have a delegate, an aide de camp, someone you can bounce stuff off of. Work on building this network now.

Simplification.

Not only do you need to do scenario planning – what could possibly go wrong? – but you need to break problems – real and perceived – down into their simplest chunks. Be prepared to do that as quickly as you possibly can.

Amazon’s issue, which will be discussed ad nauseum, was not broken down into simple chunks quickly enough. “(1)We’re a free enterprise that can (2) decide not to sell something that (3) puts innocent lives at grave risk.” Three chunks. 30-second decision. Done.

Gut.

Should we really be doing this? Is this the type of thing that will come back to haunt us? Are we associating ourselves with unsavory characters?

Lots of people sell lots of books. Lots of people claim to be influential and want special treatment. Etc., etc.

In the go-go “the customer is always right” universe we’re in, big brands are often afraid of who to kowtow to, or of not being PC enough, or of rustling the wrong feathers.

Amazon’s decision to publish and sell a book they should not have sold, if shared with a focus group or beta-tested with a user group, would have been resoundly panned.

Plan for the Amplification now.

 

 

Written by Dave · Categorized: brand communications, Uncategorized, Video · Tagged: amazon

Nov 10 2010

Back In The Day – A Cautionary Tale for Amazon

UPDATE:

as of early this morning, 11/11/2010, Amazon has removed the book that caused the outrage from its inventory. Search Engine Watch is reporting on the situation.

Not about to say we’ve got all the answers, but…

Circa 2008, when Dave from Area 224 was running U Sphere, a college admissions portal, the company faced an imbroglio of its own.

Seems one of the things we were doing to make money was selling ad space. And one of the partners we contracted to sell that ad space also sold pornographic ads.

As happens, the two ad serving systems got mixed – so our site was supposed to show an ad for, say, Bubble Gum and instead showed an ad for…

Well, we’re not entirely sure. But it was bad. We got one email that said something like this:

We just saw an ad on your site that was some of the most disgusting pornography we have ever seen. Please remove me from your email list.

It took us, a nimble little startup, about 10 minutes to confirm this was true — we called the offending ad serving company, they told us something happened, and that was that.

So we stopped showing ads. Any ads. And we apologized – directly to those offended, and in public to everyone. And we did so quickly. And we moved on.

Did we lose business? Who knows? Who cares?

The issue for us was black-and-white. No gray area. We had high school students visiting our site – we could not afford to take chances. Students and their parents expected more.

Amazon?

Written by Dave · Categorized: brand communications · Tagged: amazon

Nov 08 2010

Why “The Social Brand” Needs to Start With…

Dick's Sporting Goods
Thanks, themomsguide.com

A positive experience at a big box retailer? And one that isn’t on Twitter or Facebook or (gasp) Foursquare – but IN THE STORE?

Maybe the move toward “The Social Brand” needs to start with brands actually being social – something we learned first-hand in a trip to Dick’s Sporting Goods this weekend.

We (myself, my lovely wife and the 3 #224lings) were in Glenview, IL – and, I took my eldest and middle to Dick’s while the others went shoe or clothes shopping or some such.

Big Box Retailers get a good virtual paddling now and again. Some of it is justified – as you don’t know what the service is going to be like, or you feel like you can have a better experience shopping online.

Our time, however, was positively notable for the following:

1. We could touch the merchandise. There were soccer balls and golf clubs. Flip-flops, more varieties of Crocs than I knew ever existed. Basketballs, which had a tendency to bounce on the floor.

No crook-eye, stink-eye or evil eye from anyone who worked there. In fact…

2. Anything we can help you find? If you’ve worked retail, this sort of question is better than the “are you finding everything okay?” we were told not to ask back in the day.

It’s also the kind of question that gets you to let your guard down for a half-second – “why, if I say ‘no’ I’d be lying because he could certainly help me find something, right?”

3. The staff made us feel like they wanted to be there. And they wanted us to be there, too.

The manager came up, when all five of our gaggle was in the lacrosse aisle, and asked us if we needed help with anything. Then proceeded to offer to high-five my kids. (All three accepted.)

What, young Jedi-master, is the point?

We’re all for Gowalla, Foursquare, Facebook Places. We love mobile apps, couponing, daily deals.

But there’s something to be said for “touch the merchandise,” “friendly, knowledgeable, genuine staff” customer service.

Got a restaurant, or a pizza place? What’s more important – feet in the door, or giving those who are inside the best experience you can?

Coffee shop around the corner – you can’t compete with Starbucks through volume – so why bother?

Tweets may be fleeting; check-ins and Mayorships and badges come and go.

But what’s the lifetime customer value of high-fiving your kid?

 

 

Written by Dave · Categorized: brand communications, Influencers

Oct 27 2010

The Power of the Mind (Map)

Mind Map – why you should get everything on one page. Here’s more, via video.

httpv://www.youtube.com/watch?v=QSguyPRBGas

Written by Dave · Categorized: brand communications

Oct 26 2010

The Strategic Imperative: Using Strategy to Avoid Actual Work

While this could make sense as part of our “Buzzword Watch” series, we’re thinking “strategy” is in a class by itself. Follow along.

Sports analogies – “sport analogies” for the British in the crowd – are an awesome way to make sure you understand some of the business nuances. Such as “strategy.”

Objective: Win the game.

This brings us back to the title of this here blog post. And to an age-old question: why do you do what you do.

Not just in business, but in life.

A couple months ago, we did a four part series on the Marketing Martini Glass. It’s a series that turned Maslow’s Hierarchy of Needs on Its Ear. And it reminded us of some business discussions we’ve had over the past (gasp) 20 years – discussions with really smart people in really good organizations.

There’s a maxim, going back those 20 years, that rings true, still:

The higher you are in an organization, the more you can throw around the word “strategy” and use it to avoid doing actual work.

Think strategically. Let’s be strategic. It’s important to think about the strategic reasons for doing this. We need a strategy session.

Uh, no.

What you need are actual business objectives.

The actual business objectives – the why you do what it is you do as a business – are not only imperative to develop BEFORE your strategy session, they can be pretty darn liberating.

Back to the sport(s) analogies so you can see what it is we’re talking about.

Even the different disciplines within, say, a football coaching staff can have their own objectives. Objective, still, is to win the game. The Offensive Strategy might well be to “keep the opposition’s defense on the field by effectively running the football.” Tactics? Those are the plays the Offensive Coordinator calls: “off-tackle fullback dive,” or some such.

Quoting Sun Tzu: “Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.”

So how do the really savvy avoid work?

They throw around the word “strategy.” AND they keep it in the nebulous cloud between “objective” – which there may not be for whatever it is they’re doing – and “tactics” – which they may not fully understand, or have a grasp of, or be able to execute on.

The title of this blog post is tongue in cheek. There aren’t folks who are deliberately using strategy to avoid actual work.

But it can be pretty easy to do – having a Strategic Imperative without proper direction from above, or help from the trenches.

Great way to get out of doing actual work.

 

 

Related Posts Plugin for WordPress, Blogger...

Written by Dave · Categorized: brand communications, CEOs, Martini Glass, Startups

  • « Go to Previous Page
  • Page 1
  • Interim pages omitted …
  • Page 8
  • Page 9
  • Page 10
  • Page 11
  • Page 12
  • Interim pages omitted …
  • Page 16
  • Go to Next Page »

Copyright © 2026 · Area 224 Ltd.