It has been a little while since I compiled my list of marketing articles and posts that I have found to be particularly insightful. Over the last couple of weeks, I’ve read several articles that I really enjoyed, and I thought I would highlight these, just in case you might have missed them (after all, a lot of people are on spring break these days). I hope you find a few of these useful or interesting. Enjoy!
CMOs, Go Beyond a PR Plan to Prepare for an Inevitable Product Crisis (Ad Age). There have obviously been quite a few branding crises these days — between spokespeople losing their respect and credibility to massive product failures and recalls. This article provides a great reminder of the plan that every brand leader should have in place before a crisis strikes. The plan should not just have a well-planned PR component, but it must consider and address every touch point that the brand has with its target customers. The article raises quite a few issues that might not be top of mind in the heat of the moment, but that are absolutely critical to the crisis management process.
Real-Time Brand Management: Lessons from Virgin America’s Hellish Flight (Harvard Business Review). Continuing from the theme of the first article, this blog post presents a good miniature case study of how Virgin America quickly managed a perception crisis last week. While this article does not necessarily highlight the plan that Virgin America had in place to mitigate the crisis, it does illustrate some additional things that brands can do routinely before a crisis occurs so that when it does, the brand can be managed in “real time”.
Wal*Mart, Target, Best Buy Named Most Valuable (Retail) Brands (Brandweek). While the list of the most valuable retail brands is fairly interesting in itself, this article provides some good commentary regarding the strategies that helped brands grow and the strategies that undermined the value of brands. One unsuccessful strategy mentioned is the “flight to price” strategy. The analysis of the strategies is applicable to all types of consumer brands — not just retail brands.
Opinion: Customer Service is Key Strategy (Brandweek). Joseph Jaffe, the author of this editorial, writes, “During increasingly confusing, cluttered and complex times, what is it that really separates — or differentiates — one company, product, service or brand from another?” He answers his own question that customer service or “servicing the customer” is the key differentiator for brands and should be the focal point for the marketing department.
How to Write a Mission Statement that Doesn’t Suck (Fast Company). The author Dan Heath provides an entertaining yet very accurate assessment of how the mission statement development process can fail. For anyone who has ever participated in developing a mission statement, this article is worth reading just for its humor and insight, if nothing else. If you are currently developing or revamping your mission statement, this article provides great inspiration for what you should focus on, and what you should avoid.
Shopping Aisles at Cutting Edge of Consumer Research and Tech (Ad Age). This article provides some interesting examples of what consumer packaged goods companies are doing to study their consumers during the act of shopping for products (from making the shopping list at home to purchasing in the store). The emphasis on and investment in shopper marketing in the last few years has grown substantially among CPGs and retailers, and it is fascinating to understand some of the insights that have been uncovered. If you are in the process of considering investing in or building a shopper marketing research program, this article worth reviewing.