Archive for the ‘Brand Loyalty’ Category

« Older Entries

Old Rockers, Roland and Brand Consistency

November 13, 2023

Roland

I couldn’t resist when I saw this gig announced…

Glenn Hughes formerly of Deep Purple, one of the greatest rock bands of all time was touring the UK to celebrate the 50th anniversary of their album ‘Burn’ .

The gig was at the Electric Ballroom in Camden, London and my London buddy Roger agreed to come along with me and spare Deirdre the experience of having to “suffer” through four hours of standing and listening to a night of hard rock complete with long hair, 1,000 guitar solos and even a 10 minute drum solo!!

While I wasn’t going to gigs 50 years ago when I was eight years of age, I did start at 13 and Deep Purple, Led Zeppelin and Thin Lizzy just hooked me and I’ve been a huge music fan ever since.

At that first Thin Lizzy gig that I went to, us boys wore our denims, our rock hero t-shirts and our leather jackets and this time at the Electric Ballroom while our gig uniforms were exactly the way they were, we have all aged more than a bit, but like Glenn Hughes who is now in his seventies, we still rocked !!

Glenn served up two hours of Deep Purple classics and while I never saw them in their prime at least now I heard all of those monster tracks delivered with precision 50 years later – I was in hard rock heaven.

Glenn Hughes

A huge shout out to Roger who declared that it was an “interesting experience”!!

In the spirit of great music and guitar heroes, Roger brought me to Denmark Street the following day which was famous as a haven for songwriters and record companies. Now it is famous for the collection of specialist shops selling instruments, everything for musicians and their rock star dreams.

One of the shops we couldn’t resist popping into was the Roland store – Roland are famous for keyboards, synthesisers and electronic drum kits and it was exhilarating watching potential purchasers sitting at the various instruments in display and putting them through their paces.

This of course included some young kids with their parents sampling the expensive equipment that might just be the next step to a career of stardom.

Before we left I noticed a display of t-shirts donning the famous Roland brand – wearing one of these would give me huge automatic kudos with the music fraternity even though my 7 years of piano lessons resulted in my 3rd teacher giving up on me with a break up note to my mother who was paying for my lessons “Greg is wasting my time, his time and your money “ .

That was very harsh !!

If she was a better teacher and inspired me more maybe I would still be playing and legitimately wearing one of these t-shirts (at least that is my version of the truth)

Feck it, I’ll buy a t- shirt, a very cool souvenir from my trip to London.

“Would you like a bag” the sales assistant asked.

“Of course” I said, and eagerly awaited a cool bag with that iconic cool logo to carry around London with me for the rest of the day.

My heart sank when he pulled out a white unbranded plastic bag and placed my t-shirt in it.

What a waste .. maybe they ran out of cool branded bags or maybe they just don’t value the little chance of their brand being carried around this bustling city?

I thought about Glenn Hughes and his flawless delivery of classic Deep Purple songs 50 years on despite being in his seventies and I thought about Roland and their iconic brand.

Put the t-shirt in a proper bag and give your famous brand the respect and consistency that it deserves

Greg (the rocker!)

Greg is a partner at Fuzion a Brand Communications agency with offices in Dublin and Cork, Ireland

Tags:, , , , , ,
Posted in Brand Loyalty, Branding, Music | Leave a Comment »

Just a Drop of a West Cork Story ..

September 3, 2020

Old Head KInsale

We were in the car all five of us on a Saturday morning, the last one of August, the last one of summer (I know it’s autumn, but I always consider August to be part of summer) taking a trip around West Cork.

The five of us was Dee and I, the two dogs Honey and Bert who have started to enjoy our summer excursions and Ayla, from New Zealand, my son’s girlfriend (he’s busy filming for Failte Ireland at the moment).

From a chat we had a few nights earlier we reckoned she hadn’t really experienced that wonderful part of Ireland, so this plan was hatched.

As usual, we totally underestimated the amount of time it would take to explore but we did manage to take in the Old Head of Kinsale and then a scenic coastal drive that included Harbour View beach, Timoleague, Courtmacsherry and Clonakilty via Ring.

The sun was shining and Clonakilty town was buzzing and we strolled through the town with our two four legged buddies, enviously looking at the patrons enjoying the selection of cafes and restaurants that were calling to us.

Eventually, the pangs of hunger and the gentle waft of a chipper called to us and we grabbed two bags of “proper” chips with some mouth watering, juicy, succulent chicken goujons from an immaculate place called the ‘Chunky Chip‘ and enjoyed those sitting on the grass on the green near Emmet Square.

Emmet Square, Clonakilty

Walking off those chips was a must so we headed on to Red Strand and then onto Long Strand at Owenahincha and went for a fabulous walk meandering through the sand dunes that go on forever and then onto the beach.

Owenincha

The dogs enjoyed the water, but did realise it wasn’t for drinking and we managed to sit for a few moments to enjoy a glass of white wine (Dee is always prepared!) looking out at the ocean, taking in all of it’s beauty and bidding farewell to this very strange summer.

Driving back home (there was a Liverpool match to get back for..) we were chatting about all sorts of everything including “wouldn’t it be great to live near the sea” which seemed to be the recurring topic of the day.

Throughout the journey we had the music playing with a mix of all our tastes along with the selection that the Spotify algorithm throws you and before we knew it we were listing to a fantastic song by one of my favourite bands, The 4 of Us, called “Just A Drop“.

I was able to tell Ayla and Dee (and the two dogs!) the story of the song, which not only brought it to life but it also gave them an insight into the character of the band and something that they could carry with them and tell others.

The reason I knew the story was because they told it to me via email.

Every week during “lockdown” the band have been sending an email featuring a different song, whereby they tell the story behind the song and they leave you with the gift of a free download.

This is the fantastic story behind the song in their own words:

Just A Drop. The story behind the song…

Dad was a big Johnny Cash fan and suggested, on more than one occasion, that our songs could benefit from a bit of the boom-chicka-boom rhythm that characterised Cash’s early recordings.

We eventually took up his suggestion, writing Just A Drop, for the Sugar Island album, as a tribute to him and his love for the Man in Black.

Before we recorded it, we headed home to Newry to play it for him.

“You are finally going to love a 4 Of Us song,” we told him.

To make sure he was in a suitably receptive mood, we bought some insurance – a bottle of his favourite whiskey.

He sipped a glass of it, relaxing in his favourite armchair as we played him the song.

Three minutes later, we waited to hear his opinion. He paused.

Then he looked up at us and said just two words:

“More whiskey.”

We insisted on playing it to him again, assuring him that sometimes it takes a while for a song to grow on you.

After three more performances – and three more whiskeys – he started getting into it.

So, if you don’t think our performance in the video below sounds anything like Johnny Cash, we understand.

But can we recommend that you combine it with a glass or two of Black Bush?

Brendan and Declan ❤

(you can watch the song on YouTube at the bottom of this post)

It’s such a very clever thing to do.

At a time when they can’t do gigs, they are still talking to us and what’s more, they are building a special bond and a connection that brings us closer to them and one that works when it comes to selling their music and their gigs.

It was nice to get an unexpected lesson in marketing from an unexpected source..

Are you taking the time to tell your interesting story?

Greg

Greg Canty is a Partner of Fuzion Communications, a full service PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

Tags:, , , , , , , ,
Posted in Brand Loyalty, Communications, Cork, Family, Friendship, Holidays, Ireland, Marketing, Music, Positivity, Tourism, Travel | Leave a Comment »

Taking away the fear and Positive PR the KLM way

March 12, 2020

KLM Airlines - Coronavirus

I just received a very clever piece of personalised email correspondence from the President and CEO of KLM Royal Dutch Airlines, Pieter Elbers, which was designed to reassure anyone contemplating a flight with them that they are to be trusted during these worrying Coronavirus times.

It was really clever for a number of reasons..

It was Personalised

The email used my name…us customers love that!!

Really understanding the Customers Frame of Mind

The email understood my frame of mind perfectly and took me through a thought process step by step addressing my concerns and “What Ifs”.

The story in my head is that getting on a plane in a confined space with other people at the moment is one of very worst possible things that you could do. How can planes be cleaned between flights efficiently, what about all the places that a person will touch on the plane and what about the air circulation?

“As a frequent traveler with KLM, you trust us to not only take you where you need to go, but to do so safely, comfortably and responsibly. Today, as the world comes to terms with an unprecedented health scare in COVID-19 (Corona virus), these values are more important to us than ever”

His email addressed my fear and it reassured me step by step what they are doing at KLM to make sure that it is a safe environment.

He spoke about Safety and Hygiene procedures in very specific detail

  • Thorough cleaning and disinfecting before each departure itemising
    • Cleaning of galleys, carpets and toilets
    • Cleaning of tray tables, armrests, headrests and seatbelt buckles
  • Continuous cleaning by cabin crew in the air
  • Cabin air is continually refreshed with outside air
  • Using hospital-grade HEPA filters that are 99.99% effective in preventing airborne bacterial and viral organisms such as COVID-19
  • All flights have special Corona-kits and the team are trained in containment measures
  • Hygiene extends to catering, ingredients are fresh and locally sourced, strict guidelines to preparation

There was a link in the email to a video, which provided more information about hygiene at the airline.

While I was reading this impressive list of hygiene steps I was thinking of course that KLM would say this because they are protecting their interests and spinning the risks in their favour.

This was addressed:

“I fully understand the hesitation many people feel at the moment when deciding whether to book a flight or not. But you can feel secure in the knowledge that KLM has taken every precaution necessary to protect your health and the health of your loved ones.

In this emotional time, you can be assured that we are guided and consistently act by fact-based, circumstance-driven decision making. On a daily basis, we work closely with the top experts at the World Health Organization and Rijksinstituut voor Volksgezondheid en Milieu (RIVM) in the Netherlands”

Beyond the Airline

And what about the other things that can go wrong about a journey that might have you unable to take the flight?

“I also understand that your concern may not be about your journey with KLM, but about the many unknowns about the situation on the ground at your destination. That’s why you can book your KLM flight with the confidence of being able to change your booking without a change fee”

It’s not exactly a refund but ..

Practical Information

The email provided practical information and demonstrated the professionalism of the airline

“We are in constant touch with all the relevant authorities to adjust our network as required. This means that we can immediately respond when new travel restrictions are announced. For the latest information on flight status, please visit our travel advisory page or use the KLM app and let us keep you posted 24/7 with push messages”

Proud History and Customer Service Ethos

The email went on to highlight the history of the airline, the number of employees and the customer care ethos

“In 100 years of operations, KLM has faced many challenges and always emerged stronger. We were able to do so because we put you, our customer, at the heart of our operation. With that commitment in mind, I am confident that we will overcome this challenging time as well. As you know 33.000 KLM staff will go further to recognize your concerns and take care of you.”

We always preach to our clients that in their communications that they should weave in their ‘Key Messages’ – this was done here in a very clever, natural way.

Trust, Care, History, Customer Focus, Scale …. many boxes ticked!

Tone and Language 

All of the language used was appropriate, non-corporate and very down to earth and the tone was caring and inclusive, which was sealed in the email sign off

“Thank you for choosing KLM, and safe travels”

A Great Excuse to Communicate with Potential Customers!!

The most clever aspect of all with this email correspondence is that the Coronavirus, despite the horrible scenario, gave KLM a reason to reach out to all of their customers and remind them about their brand and prompt them to possibly think about them when booking flights in the future when things are hopefully back to normal.

It was a really long time since I flew KLM (I’m not sure what the GDPR police would be saying about this!!) but they have made me think about them in a really positive light which brings me to my very last point.

This is Positive PR

KLM have taken the opportunity (in awful circumstances) in a really nice, caring and soft way to reach out and tell a lot of people just how great they are!!

I’ve just told you about them..

So, a huge well done to KLM and their team for a really clever and well timed piece of correspondence that reminds us all about the power of great communications!

Can you do something similar with your customers today?

Greg

Greg Canty is a Partner of Fuzion Communications, a full service Marketing, PR, Graphic Design and Digital Marketing agency with offices in Dublin and Cork, Ireland

 

 

Tags:, , , ,
Posted in Brand Loyalty, Branding, Communications, Creativity, Crisis PR, Customer Care, Marketing, Reputation, Tourism, Travel | 2 Comments »

Nike: A brand with beliefs and balls?

September 5, 2018

Nike Colin Kaepernick

Nike made a huge statement this week as they launched their 30 years ‘Just Do It‘ campaign and used one of the sports stars on their roster, Colin Kaepernick with a provocative message:

“Believe in something, Even if it means sacrificing everything”

Colin was one of the NFL star players who decided to highlight social and racial injustice in the United States by controversially kneeling during the national anthem before games, which is one of the main reasons why he is out of contract since 2016.

It is two years since he first knelt during the national anthem and this quarterback’s movement quickly spread around the NFL causing uproar with many including the idiot President, Donald Trump suggesting they should all be fired for their gesture.

Kaepernick has been a Nike-sponsored athlete since 2011.

Colin Kaepernick kneeling

The NFL didn’t respond specifically to Nike’s decision to use Kaepernick in their ad campaign but issued a statement saying: “The social justice issues that Colin and other professional athletes have raised deserve our attention and action. … We embrace the role and responsibility of everyone involved with this game to promote meaningful, positive change in our communities.”

The campaign has engaged many people but there has also been a backlash with many on social media declaring that they will throw out their Nike sportswear.

The recent figures also show that the stockmarket has reacted poorly with a negative performance of their shares.

Nike clearly took a gamble on this campaign by grabbing the controversial but powerful sentiment behind Kaepernick’s actions and harnessing it. They knew from the public and media reaction to the kneeling “movement” that it would polarise opinions and that it would get a very strong reaction.

Did they do this for the publicity, did they do this because they believe in someone fighting for a cause or did they do this because they really believe in the cause they were fighting for?

If this is core to the brand values and beliefs, then Nike have won as we now know they have bravely put these out there. regardless of success or failure.

If this was a calculated publicity stunt, then we still don’t know if Nike have won or lost.

I’d like to think they are bravely standing for something they believe in.

Just Do It!

Greg 

Greg Canty is a Partner of Fuzion Communications who offer Social Media Consultancy Services from our offices in Dublin and Cork, Ireland

Tags:, , ,
Posted in Advertising, Brand Loyalty, Branding, Sport | Leave a Comment »

Should Bank of Ireland have made a braver statement about their Ulster Rugby sponsorship?

April 12, 2018

Ulster Rugby

Today, Bank of Ireland issued a statement to the media concerning their sponsorship of Ulster Rugby.

They have said that it is ‘highly concerned‘ and is reviewing its partnership with the province following the Belfast rape trial.

In their statement the bank confirmed that it has conveyed concerns to Ulster CEO Shane Logan following the high-profile trial.

“As a sponsor of Ulster Rugby, Bank of Ireland is highly concerned regarding the serious behaviour and conduct issues which have emerged as a result of the recent high profile trial,” read a Bank of Ireland statement.

“The Bank has formally conveyed these concerns to the CEO of Ulster Rugby.

“It is of paramount importance to Bank of Ireland that our sponsorship activity aligns with and supports our core values, and reflects positively on Bank of Ireland through association.

“We understand that an internal review is underway. We expect this review to be robust, to fully address the issues raised, and that decisions will be taken – and policies and protocols be put in place – that fully address the issues that have arisen.

“Given that a review is underway, we won’t comment further on this issue at this time.”

What do you think of what Bank of Ireland have done here?

Let’s look at what they have said first..

They are highly concerned regarding the serious behaviour and conduct issues..

At least this shows their position about what emerged during the court case – in truth, while “highly concerned” is strong language it is probably not going far enough considering what did emerge during the trial.

During the trial the court heard about a series of WhatsApp messages in which Mr Olding said “we are all top shaggers”

Mr Jackson wrote: “There was a lot of spit roasting last night.”

Olding told the WhatsApp group: “It was like a merry-go-round at a carnival.”

The Bank has formally conveyed these concerns to the CEO of Ulster Rugby..

They are letting us know in advance of any decision by Ulster Rugby their position with this issue.

It is of paramount importance to Bank of Ireland that our sponsorship activity aligns with and supports our core values..

The reason any brand sponsors anything is to associate with the brand values and gain something positive from this – the bank are saying clearly here that what has happened here does not align with the core values.

The sponsorship is of huge importance to the sport and if it was pulled, without doubt this would have an impact on many.

Given that a review is underway, we won’t comment further on this issue at this time..

By acknowledging the review by Ulster Rugby (they mention the robust process) they are sort of saying “lets wait and see and we’ll decide what to do next“.

OK…

Let’s be clear – the statement issued to the media was written for the public’s benefit – they want us, their target audience to know that they have core values, that they aren’t happy with what happened and how this may impact on them and that they have conveyed this to Ulster Rugby.

While the statement from them has come a little bit too late (they could be accused of reacting now because of the public backlash) it is clever to a point as it gives them advance “wiggle room” around any decision coming from Ulster Rugby.

If Ulster Rugby go light on the two rugby players Bank of Ireland can kill their sponsorship (potentially damaging to the sport) and they are off the hook. They would possibly have to consider the possible backlash of avid sporting fans.

If Ulster Rugby go heavy and fire the players then the bank have already made their position clear in advance and can count this as a “core values” win.

Our advice..

Their blatant disrespect for a young woman, as demonstrated through their deplorable messaging to each other,  cannot be tolerated under any circumstances.

People, young and old look up to their sports-stars and they must be held to very high standards.  We expect that of our heroes.

If Bank Of Ireland are really concerned about their brand (for legal reasons they may have to go easy) they should state categorically and with no uncertainty that they will pull their sponsorship if these players are allowed to play for the team again.

These men demonstrated without question the most horrible behaviour and disrespect to women and this should be called out plain and simple, for all our sake.

Bank of Ireland must really think of their brand and not wait in the wings to see what action Ulster Rugby will take.

Be brave Bank of Ireland..

Greg Canty 

Tags:, , , , , ,
Posted in Brand Loyalty, Sport | Leave a Comment »

Did you hear the one about the “Kerry” man?

July 24, 2017

Kerry

“Did you hear the one about the ‘Kerry’ man?” was the joke that we heard often years ago.

We don’t hear that joke being told too much these days and maybe, that’s because “Kerry” has become worthy of respect for so many reasons including prowess on the sporting field, the most beautiful of places, links golf courses, fantastic hospitality, success in business with huge companies such as Kerry Group and FEXCO and even politicians that should never be underestimated!

There is something very special about Kerry and this is recognised in Ireland and internationally.

There is something so special about ‘Kerry’ that a huge legal dispute has been rumbling for the last few years between the food giants, Kerry Group and Ornua.

Kerry Group introduced their Kerrymaid butter product into the Spanish market a few years back and Ornua, the makers of Kerrygold have legally challenged their right to do so.

While this case is complex it looks like Kerry Group have won this battle (according to the European Court of Justice) as:

  • both have been selling in the EU already, for quite a while alongside each other (in Ireland and the UK) and
  • the word ‘Kerry’ is okay to use as it is an indication of geographical origin as long as this is true and honest

I read the legal jargon about the case and there are many subtleties to each of these points but this was the gist of it (please read the case in detail if this is an important issue for you).

Kerry!

In a way this opens up a huge can of worms for both of these brands as it implies that if you are in Kerry and you produce a product then you can use the word ‘Kerry’ as part of the name.

Kerry is obviously a fantastic brand right now with many positive attributes – there are no right or wrong answers here as the brand attributes are what each of us believes them to be.

When I think of Kerry I think of positive things such as nature, beauty, the coast, agriculture, hospitality, quality, sport, literature, music, business success, resilience but I also do think of negative things such as poor roads, too many American tourists, cute politicians and a few rough towns.

This is my version of  ‘Kerry’ but for others it will be quite different and we all carry things in our heads that make up what the brand is for us.

If Kerry suffered from a major incident such as a gigantic oil spill that contaminated the whole coastline then maybe the use of the name on products may not be as positive as it is today – while this is hard to imagine, having your brand attached to name that is largely out of your control could be risky.

Kerry – is it good for the butter?

While Kerrygold is a very successful brand, is it because it carries the name ‘Kerry’ or is it because it is a great product with great packaging and marketed really well? – I’m sure all of these elements contribute to the success.

Kerrygold and KerrymaidIn the case of the ‘butter wars’ I suspect that one part of the argument is about the ability to use the word ‘Kerry’ as it borrows all of the positive attributes of the place but for others who may not be as familiar with the place, a different argument could be that they are borrowing the positive attributes of the other product.

Would the Spanish know enough about the Kerry region to now the attributes of the location?

The Reverse Argument

In this particular case one could make a strong case against any company being able to use the name of a place in their brand and not actually producing it in that location – is this an even more serious issue for another day?

Place of Origin Branding

When we incorporate the name of a place in our brand or company name, we do automatically benefit from the positive attributes but, most importantly, if we are to use that place name, we also have a responsibility to uphold that name and not damage it in any way.

Did you hear the one about the Kerryman who thought he could sell his butter in Spain – he was right!  

If you need to chat about your brand, give us a call!

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Branding  services from our offices in Dublin and Cork, Ireland

 

Tags:, , ,
Posted in Brand Loyalty, Branding, Destination Branding, Ireland, Marketing, Reputation | Leave a Comment »

VIP and not so VIP

April 26, 2017

VIP Parking

We arrived at the car park that we normally use as were about to start our working day.

They operate a simple system whereby you buy a parking ‘pass’ for the year and even though they don’t operate a dedicated reserved parking space you park in whatever spaces are free. It also operates as a public car park whereby people can park and pay.

From a business point of view it doesn’t sound ideal as you might worry that you won’t get a parking space when you need it (such as in the lead up to Christmas) but this is never an issue.

When you arrive early for work there is an extra bonus because at that time you can get a parking space on the lower floors.

This Monday we arrived early to find four of the very best parking spots empty but marked up with very clear signage “VIP – Reserved“.

I found myself getting really angry… (oh Greg, that’s unlike you !!) 

Now they had two customer types: VIPs and VPOs (Very p**sed off!)

Obviously, the car park has done a deal with some new customers but instead of offering them the package that they were operating with everyone else they offered a new package whereby someone could reserve their own space.

Let’s assume for a moment that the new customers have agreed to pay super premium for these reserved spaces in prime location – fair enough.

First as an existing customer for the last two years (we pay for 3 spaces) I would have liked to have been offered this package that was not available before – this was a lack of courtesy.

Secondly if you do operate reserved places please don’t call them “VIP” as this makes the rest of us existing customers (99%) feeling not quite so important. “Reserved” is enough.

If you introduce any mechanism for categorising new customers be careful how you make the existing ones feel.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full service agency that offers Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

Tags:, ,
Posted in Brand Loyalty, Branding, Communications, Customer Care | Leave a Comment »

United Airlines and the Costly Culture

April 16, 2017

United Airlines protests.

When you hear the company name “United Airlines” what comes to mind?

When you hear the company name “Volkswagen” what comes to mind?

In both cases, you probably think of the well publicised and very damaging situations that have occurred, which have caused untold damage to these monstrous brands.

At the time of writing United Airline shares had dropped significantly resulting in a market capitalisation collapse of $570 Million.

While United Airlines was a very specific incident and Volkswagen was a very deliberate campaign of deception what they both have in common is that what occurred was not something that you could blame on “a” culprit in each company.

With United Airlines could you point the finger at the security guards who removed the passenger?

With Volkswagen could you point the finger at the engineers who were able to rig the emissions performance?

In each case, the individuals involved knew that what they did was okay with their bosses – why would they do such a thing otherwise?

In each case, their bosses knew that this was what they were expected to instruct their subordinates to do – why else would they give guidance like this?

In each case, their bosses, bosses had jobs to do and targets to meet and the expectation was that these must be achieved as a priority beyond all other objectives.

And so on up the chain of command.

The huge problem in large organisations is that very often something rotten is allowed to creep into the culture resulting in management and employees behaving really badly and eventually it just bursts through and shows its ugly face in a way that is quite extraordinarily shocking to everyone.

Oscar Munoz - United Airlines

For example with United Airlines the initial reaction of Chairman Oscar Munoz was to apologise to other passengers for the “upsetting event” but went on to push the blame onto the 69-year-old victim Dr.Dao for being “disruptive and belligerent“!

If you ever wanted someone to confirm the rotten culture at the airline, Mr.Munoz did it in his next communication to his staff where he praised them and stood behind them:

“Our employees followed established procedures for dealing with situations like this. While I deeply regret this situation arose, I also emphatically stand behind all of you, and I want to commend you for continuing to go above and beyond to ensure we fly right”

In a strange way, he was 100% correct – they did what was expected of them in these situations and as a result, he applauded them!!

At this point in time, the airline’s reputation was in tatters and Oscar and his team started to frantically backpaddle and within three days their tone had changed and fresh press statements included grovelling apologies to Dr.Dao for the appalling treatment and a full refund to all passengers on the flight (what difference was this ridiculous gesture going to do for anyone?).

The best PR advice when something like this occurs is to come clean and apologise immediately with complete sincerity. The word “Sorry” if people genuinely believe those that are delivering the apology can go a long way to reducing the damage caused.

However, just like in the United Airlines scenario a genuine “sorry” was not possible because the culture was too rotten to even contemplate doing such a thing – the expression ‘not being able to see the wood from the trees‘ comes to mind here.

Your reputation ultimately comes from what you do and how you behave and while good PR professionals can help to lessen the damage from a bad situation, it cannot change the culture, which can often be the reason why these things ended up happening in the first place.

Could your culture end up costing you?

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Crisis PR consultancy from our offices in Dublin and Cork, Ireland

Tags:, , , , , ,
Posted in Air travel, Brand Loyalty, Bullying, Communications, Crisis PR, Customer Care, Management, Motivation, PR, Reputation, Staff training | Leave a Comment »

I’m not telling you where it is..

February 5, 2017

Fireside

You can feel everything heating up again..

We spend at least half our working week doing business in Dublin and our home has been a particular hotel, which was located close to the office.

It became a home from home of sorts for years with most of the staff recognising us as we trooped in with our bags week after week. They looked after us really well and we left them lots of business. We had our corporate rate and our bonus nights and they had a regular customer, often at times of the year when Dublin was quiet.

The first sign of things changing was an email last year notifying us that our corporate rate wouldn’t apply on peak weeks. Okay, but wasn’t that the whole point of a corporate rate – a good average rate in exchange for lots of regular business?

The second big sign, which came along a few months later was an email informing us that the corporate rates in 2017 were increasing by 40%. Thank you… it seems that the whole loyalty thing doesn’t quite cut the mustard when things get busier!

So we went shopping for an alternative.

We did find a place, a little further out that gave us a good corporate rate and they assured us that they had a complimentary shuttle service to alleviate the slightly inconvenient location.

On the first day using the new hotel I enquired about the shuttle service – unfortunately the driver was on leave this week so there would be no shuttle service. Okay – Mr Shuttle driver could not be relied on!

I headed on foot to the office and just as I was nearly there I passed a gorgeous little place, an old Georgian house with a sign outside declaring it to be a “hotel”.

I marched up the steps of this beautiful property and pushed the door open to be greeted by a really nice, friendly guy. I asked about rates and asked to see a typical room.

I was so impressed with the package he offered me and the gorgeous rooms and homely atmosphere that I immediately booked us in for a number of weeks ahead. The guy I was dealing with was the owner – the place had been in his family for decades and somehow you knew it had.

Our first stay didn’t disappoint – “Would you like a tea or a coffee?” was just one part of the warm welcome, the room was homely and impeccable and our breakfast was delicious and made to order.

I’m guessing the friendly woman, Agnes who served us was part of the family that owned this special place.

We walked to work, just a few minutes away and there was an extra skip in my step because in all the years that we have been staying overnight in Dublin I have never felt so at home.

So, unfortunately I’m not going to tell you where it is!!

I’ll resist tweeting about it because selfishly I want to keep this place a secret so that there is always a room there for us.

Dublin is booming ..

Greg Canty 

Greg Canty is a Partner of Fuzion Communications who offer Marketing, PR and Graphic Design services from our offices in Dublin and Cork, Ireland

Tags:, , , , , ,
Posted in Brand Loyalty, Customer Care, Dublin, Hospitality, Irish Economy | 2 Comments »

Microsoft, LinkedIn and the Personal Touch?

December 8, 2016

Microsoft buys LinkedIn

Today I received a really nice personalised email from Mike.

Mike is an important guy in LinkedIn (I’m guessing) and clearly he and his communications team felt it would be appropriate to reach out ‘personally’ to communicate some messages about some rather important news.

The problem is I don’t know Mike, I’ve never had correspondence from him and in truth he is attempting to communicate to an audience (me and God knows how many others) who are cynical and probably won’t connect with his message because we know it is a giant company who just don’t communicate like that to customers.

I totally get why the email was sent and all of the logic behind the “personal” touch BUT when you do this you must be tuned into your audience and what they are thinking so that your message will connect instead of having the opposite effect.

I’m not sure if you think like me about these things but I’ll try to share my thoughts (I’ll put these in brackets) to highlight what happens when you get the communication wrong..

Mikes email:

Dear Greg, (do I know you?)

Today, Microsoft completed its acquisition of LinkedIn.

This is a major milestone for the technology industry and for our two companies (good for you!), and I wanted to reach out to you, (that’s lovely!) a valued customer of LinkedIn, (quite honestly I’ve never quite felt like that) to reaffirm our commitment to you and your business. (Yeah right..)

As we said in June, when Microsoft announced its intent to acquire LinkedIn, LinkedIn’s vision — to create economic opportunity for every member of the global workforce (what workshop came up with his one – are you taking the p#ss?) — is not changing (I can now sleep at night).

Additionally, LinkedIn will retain its distinct brand, culture and autonomy as a company (how long will this last?).

Finally, we remain committed to innovating with our partners to ensure LinkedIn’s products work with the tools and systems you use every day, from Applicant Tracking Systems, to Customer Relationship Management platforms, to Learning Management Systems, and more. (I’m breaking out the champagne!)

With the completion of this acquisition, you can continue to expect the great products and service to which you’re accustomed from LinkedIn. (if you say so yourself!)

You can find more details about today’s news here. If you have any questions at all, please don’t hesitate to reach out to your account team or a representative here at LinkedIn. (Seeing as you emailed me Mike maybe I could email you directly? …nah, I know it doesn’t work like that)

We sincerely appreciate our partnership (hmmm- when did that happen?) with you and look forward to the successes we will share in the future. (this makes no sense whatsoever – even more champagne?)

Thanks,
Mike (from one first name to another)
Mike Gamson
Senior Vice President, Global Solutions (I bet you have a nice car!!)

Communication Breakdown..

I apologise for the sarcasm and maybe its just my mood today but was that email a whole pile of self serving me, me me rubbish?

You have to wonder if there is any point when communicating trying to pretend you have a relationship that you clearly don’t have and then smother this with cliche, marketing jargon that has been spat out of meaningless workshops where there wasn’t a genuine ‘customer’ in sight.

The purchase price was supposed to be in the region of $26 Billion – what happened with the communications plan?

Maybe just keep it easy? – issue a simple press release that says the sale has gone through

Greg Canty 

Greg Canty is a Partner of Fuzion who offer Strategic Communications, Marketing, PR, Graphic Design services from our offices in Dublin and Cork, Ireland

 

 

Tags:, ,
Posted in Brand Loyalty, Communications, Customer Care, Direct Marketing, Email Marketing, LinkedIn | 5 Comments »

« Older Entries