June, 2010

Social Service

The presence of social media in modern marketing is no secret these days.  Almost every major brand you can think of can be found on Facebook or Twitter.  As I mentioned many times before I truly feel social media yields the best results when you actually interact with your audience instead of simply posting updates and links.

As a business person reading this I’m sure you are thinking ‘That’s great in theory but I don’t have the time or money to sit online and chat with everyone in my network.”  Interacting on social networking sites does not always mean mindless chit chatter. Take a page from companies like Dell and Comcast who both use Twitter for customer service.  Twitters search options makes it easy for any company to type in their name or product names and see what people in the twittersphere are saying about them.  If you happen to run across a customer who is complaining about your products or services you can @ reply them instantly and take care of the situation.  Most likely other people in the customers’ network will see this interaction and appreciate your company taking the time to resolve the matter.

Good customer service is an essential component of any successful business.  Using social media as a way to provide customer service will not only help you keep existing costumers happy it will also prove to potential customers that you are a company that cares about its clients.

The Merger

united_continental_logoThe other week, United Airlines and Continental Airlines announced a merger. This deal has been in the works for many years now, but they have finally merged to create the world’s largest carrier. Good news for both of them, unfortunately bad news for their respective logos and brands. Instead of taking the time and expense to create a new identity to represent this merger, they instead took their two very different logos and literally combined them into one. The result is disappointing to say the least, making the design community sigh collectively with frustration; that a multi-billion dollar company doesn’t have the foresight to put the time and energy into a new brand.

The holding company for the new entity will be named United Continental Holdings, Inc. and the name of the airline will be United Airlines. The marketing brand will be a combination of the brands of both companies. Aircraft will have the Continental livery, logo and colors with the United name, and the announcement campaign slogan will be “Let’s Fly Together.” The new company’s corporate and operational headquarters will be in Chicago and it will maintain a significant presence in Houston, which will be the combined company’s largest hub. Additionally, the CEO will maintain offices in both Chicago and Houston.
Press Release

When looking at the long-running brands for each of the airlines, I have always thought that United has done a pretty stellar job. This is partly due to the fact that United is based here in Chicago, and flying in and out of O’Hare, it is hard to miss the impressive over-haul of the United terminal and the branding throughout. Overall, the United logo is cleaner and more modern while the Continental logo looks outdated and heavy. The now long running illustrative ad campaign that United launched a few years back was imaginative and ahead of it’s time. It made companies re-think using illustration in their ad campaigns and branding. And let’s be honest, has Continental done anything memorable in the past decade? In an odd twist, both companies worked with graphic design great Saul Bass to help create their logos. He created the original tulip icon and identity for United and he also created the 1968 jet stream logo for Continental Airlines.

continental-old

As far as the idea of taking the best from both logos,  I think that the decision to use the Continental icon with the United name in the Contintental typeface was a poor one. If anything, it should have been the other way around. If it’s keeping the name of United Airlines, wouldn’t it have made more sense to continue with the United branding and keep the brand equity intact? I can only hope that in the future, this logo and brand will be reconsidered and re-branded, they have nowhere else to go but up.