March, 2010

The Dangers of a Stale Brand

Over the last year we’ve been talking to a number of organizations all with the same problem; they have an identity crisis. These aren’t five-year old companies finding their way – these are 15, 20 even 30 year-old organizations who have had a startling revelation. My target market is changing – and I haven’t changed a bit. Sure I’m successful, but who am I? (See Vanessa’s post about your brand as a person)

How often have you heard yourself say – “Let’s swing by Blockbuster.” Chances are, less so lately. Once the go-to source for families and individuals seeking on-demand entertainment, Blockbuster is now the subject of CNN’s latest headline. Title? Blockbuster bleeding to death. How’s that for family entertainment? Blockbuster became successful in the 90s by pioneering a revenue sharing agreement with studios that guaranteed it premier access to new releases and major profit margins that fueled the growth of almost 4,000 stores. When you’re in every neighborhood in the country, your brand equity is as strong as Kleenex’s. So what happened? The internet transformed renters’ meaning of entertainment. From the laptop to the iPhone, devices became a source for any entertainment under the sun. While Blockbuster still did what it does best [movies], it failed to perceptually align itself with “entertainment” today. In a nutshell: Blockbuster failed to shift its brand equity from stores to the web. By the time they endeavored to do so in 2004, their brand was just a johnny-come-lately to the incumbent: Netflix.

Blockbuster’s misdirection was a strategic mistake, but I would argue that this was equally a matter of wasted brand equity. Just because a brand has been around for a decade or three and seems to be doing well, doesn’t mean that it is immune to irrelevance. The internet is only an example of the quickening pace of [r]evolutions and loyalties in industries and people. Whether your brand targets a demographic whose dynamicism is as speedy as its growth, or whether market leadership has made you deaf to the rumblings of your competition’s innovation, a brand is a terrible thing to waste. As the visual symbol for your organization, your brand must always reflect who you are today – not you 20 years ago. If you think your branding can be put off because it doesn’t affect your bottom line, think again. Your brand becomes old school – your reliable profits become old news.

What’s the lesson from this story? There’s a few: 1) don’t rest on your laurels, 2) brand stasis is slow suicide, and 3) stop asking yourself “Who am I?” Instead ask your audience who they are and where they’re going. They just might have the insight to keep you relevant [not to mention profitable].

Value Added, Clients Love It

I recently got engaged and have been in the starting phases of planning our wedding. This planning involves a lot of phone calls and meeting with vendors to talk about their products/services. The customer service has run the gamut from incredibly helpful and accommodating to grudgingly answering my questions. I have been surprised by the latter and am amazed that businesses continue to run with such poor customer service. This got me to thinking about the value of good customer service and just how much it adds to your business.

We are in the business of communications and strategy and every day we work hard for our clients. We always try to give them great service, because we know that good customer service translates into good relationships. If we are a pleasure to work with, clients will remember this and want to work with us again and will hopefully also recommend us to others.

Here are some ways to play well with your clients:

1. Establish clear communication early:
Communication is going to make or break your relationship. For any project, it is important to have clear expectations of the outcome of the project so that both you and your client are on the same page. Figure out what is the preferred method of communication with your client, whether it is by phone, email or face-to-face and keep the communication constant and fluid so that there are no questionable gaps of time. Establish a good rapport with your client and get to know them. This can spark future conversations and connections to them which is always value added.

2. Listen: Asking questions and listening to what your client needs, wants, and expects is key. Translating these into captured meeting notes and goals for the project is an effective way to show to your client that you are listening. Don’t be afraid to make sure that what was noted is what they meant or ask for any kind of clarification. It is in the client’s best interest that you have a clear understanding of everything.

3. Delivery: It is our job to know what is expected and also our goal to exceed expectations by delivering great work in a professional and timely manner. Presentation of work should always include your logo and branding, and a thoughtful explanation of the concept and process. It is a nice building block to help the client understand where you are coming from instead of expecting them to understand everything.


4. Feedback:
Clients feedback varies, sometimes you hit the mark and other times you don’t. In this case, you need to bounce back and not let it bring you down. Talk with your client, accept any criticism they may have and if need be go back to the drawing board with them and try to brainstorm new ideas. Chances are the collaboration will yield a better solution overall. Showing that you are flexible and nimble makes the process less frustrating on both of you

5. Follow up: Sending a thoughtful email or note after meeting someone or finishing a project. It is a good way to stick in people’s minds for future work.

My Review of This Year’s Oscar Posters

This past Sunday’s 82nd Academy Awards got me to thinking about the art of the movie poster. Since movie making has begun, the movie poster has been a creative way to showcase what a movie is about, in order to entice people into going to to see it. Times have changed and so have the technologies and the ways that movies are marketed, but I would argue that the movie poster is still a valid and much seen piece of creative executed to promote a movie.

I thought it would be an interesting exercise to take a look at some of the best picture nominees of this year and see how their movie posters stack up against one another with a rating system that I started while writing this.

Starting with this year’s Oscar winner for Best Picture: The Hurt Locker

The Hurt Locker movie posterThe first thing that struck me with this poster is the starkness of it, there is something kind of beautiful about the barren grey background. This is offset by the heavy red lettering of the movie title. I have been noticing a trend of moving the credits that have traditionally been at the bottom of a poster and integrating it more with the overall design. If I had not seen the movie, I would have no idea what the person in the poster was doing nor would I have understood the term “hurt locker.” But I do get the gist that it is a war movie, and that war is indeed unpleasant. Rating 3.5/5

district-9-signI saw marketing for this movie everywhere and had absolutely no idea what it was for. It looked like an ad for a video game or an animated movie. After seeing it, it was neither, but think that even though the main image is graphically well done, the poster did not relate well to the movie. Rating 2/5

inglourious_basterds_ver9In a word, masculine. What man doesn’t want to see the good guys fighting the bad guys led by Brad Pitt with some beautiful women in the background holding guns? The design has a bit of a 40’s look to it but with a modern twist to it. And it wouldn’t be a Tarantino movie without some blood which is aptly captured with the background strip of red. I thought overall it was very well done and gave a pretty good idea as to what to expect. Rating 4/5

precious_ver2This poster was hands down the best of the bunch. I thought that the illustration was amazing and captured the essence of what the movie was about. I liked the boldness of the red dress contrasting with the blackness of the figure’s skin and white clothing. My favorite part was the cleverly used Precious necklace which is a reference to urban living (made famous by Sex and the City). There really is nothing that I don’t like about this.  Rating 5/5

avatar-movie-posterAfter initially seeing the trailer and movie posters for this I had absolutely no interest in seeing it. But I did go and will be the first to admit that it was amazing. And I wish I could say as much for the poster. I think what bothers me the most is the typography, the papyrus font is one of the most reviled fonts by designers. Part of this has to do with the fact that it is the go-to font for most restaurants and it tries to be more than what it is, a mediocre default decorative font. If James Cameron is going to drop $300 million, is it too much to ask that he either purchase a much less overused font or have one made specially for this? The poster is a close up of a blue female face with a slightly come hither look, with “From the Director of Titanic” being the only other text, not terribly engaging nor interesting. Maybe it is the cropping that bothers me. Rating 1/5

And if you haven’t had enough movie posters yet, here is a very humorous tongue and cheek look at this years nominees posters.