Everything and everyone tried to become a quasi-brand a while back. “Brand-me” was being promoted by recruitment agencies. Politicians and political parties used brand consultants. Countries were called brands. Yet it all smelt a bit phoney. Most of these entities had profile (or not), reputation (or not) and advertising or some sort of marketing positioning – key word that - “positioning”.
But the acid test of what happens to a product or service is when it hits the rocks does it sink like a stone or does it somehow scramble to safety, battered, wet and still functioning? If it’s the latter then it’s a real and worthwhile brand.
Do you remember John West’s horrors? Well it survived those and thrives today.
Mercedes triumphantly weathered their new A4 dramatically failing the Moose Test and turning over.
And Nestlé, after some scares on infant healthcare, has probably the most assiduously prepared baby food brand in world now.
Brands like Coke are primarily valued for their relationship with their customers. Their value is in brand assets not in in tangible assets like factories.
In crisis – the launch of New Coke in 1985 when the consumers rebelled against this innovation - Coca-Cola responded by listening to their consumer again and changing back to Classic Coke.
Their brand has thrived but others suffer as their owners dither and try to control the uncontrollable flow of news.
BP received astoundingly poor advice in its media handling of the Deep Water Horizon oil spill and is lastingly damaged.
Whilst Carnival’s Costa cruise ships seem to have survived the Costa Concordia debacle the hole below their reputational waterline will probably do for them.
But back to the poor, legs-crossed-in-embarrassment Co-op. A bankrupt bank, a laughing- stock company and in denial too as, they try to manage the news. Staff, I believe, have been advised to turn round newspapers they sell which have nasty headlines. Its very worthiness as a brand and its ethical stance exposes a vast weakness – the brand has had little humility and no sense of humour. I doubt if they’d have found Peter Brookes’ cartoon of a Co-op Funeral Parlour with a notice in the window “No Flowers” in the slightest funny. Nor would the other good line about “Chrystal Methodism” have raised a smile.
How brands behave in a crisis defines them. Because the real truth is that memories out there are short. Recall of Flowers will have withered soon enough but what will remain is an overall impression of the Co-op brand.
It’s a fabulous opportunity for them to say sorry and whilst everyone’s focused on them say what they stand for.
The alternative to being up front and cheerful is oblivion.
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