Yes, but maybe your brand just kinda sucks
“Are You Listening?” by Mary Brandel (ComputerWorld, 12 July 2010). Yes, all good points. But let’s just cut to the chase… Maybe your brand just kinda sucks.
For example, take the Domino’s Pizza YouTube incident. A few months ago I responded to an article by an (old school) PR type. Evidently, she was appalled that one person and a video could do so much damage to a brand. While it was unfortunate, the fact was, in terms of quality and stellar brand reputation Domino’s was already in questionable territory.The video was a symptom.
I’m not trying to imply that guy did with the video was right. One the other hand, the management at Domino’s made a conscious effort to built the brand around, “Delivered in 30 minutes of less.” Not, “The best damn pizza without leaving the house.” Nor was it, “Domino’s Pizza — Quality delivered.”My contention was that the video had meaning because to enough who viewed it it was feasible.
Long story short, Anne and I went a couple rounds until eventually the discussion ran out of gas. However, it should be noted (in a last laugh sort of way) that Domino’s latest campaign is about quality. Why? Because, yes Virgina, the perceived quality of the product, including taste, impacts how one perceives the overall brand. Yes, that video was low. Low enough to strike Domino’s right between the eyes.
Or maybe you kinda suck in a different way…
Twice in the last week or so I’ve been told by two different outfits, “…but we meet with our perspective clients…” That’s great, provided that’s how the merchant/client wants to be approach. Maybe that cold call walk in is an interruption? Maybe, much like myself, they want to gain all they can online and then if interested schedule proper meeting to get right to the meat of the matter?
I agree that in today’s world pounding the pavement and the flesh is a great differentiator. But it’s not a panacea. It’s not a one-size-fits-all solution.
Online reputation management is important in a reactive sense. But don’t stop there. Don’t overlook the possibility of being proactive and ensuring best you can that your brand doesn’t kinda suck to begin with.