Apple’s Reputation Risk is Inherent in their Marketing Strategy

Aside

I don’t know any­thing about this first-hand, but I see peo­ple com­plain about iOS5 on Twit­ter. And it occurs to me that in the quest to make their prod­uct an object of desire (an effec­tive well-executed plan, by the way) that all the cool kids sim­ply must have on release day, they have cre­ated a siz­able risk to their rep­u­ta­tion. With­out hav­ing pur­chased any Apple prod­uct, I already know not to buy ver­sion 1.0 of what­ever they ship… and if the prod­uct isn’t tech­ni­cally out­stand­ing on release day, their rep­u­ta­tion suf­fers, deservedly. What’s amaz­ing is that the desire machine con­tin­ues to trump a buggy release. How long can that con­tinue with­out weak­en­ing the brand?

About the New Starbucks Logo…

So it’s all over the Inter­net about the new Star­bucks logo com­ing in March 2011, with an announce­ment in which the com­pany specif­i­cally stated they are not The Gap, refer­ring to The Gap logo fiasco of last year when they unveiled a new logo, which Van­ity Fair called a “sym­bol of cor­po­rate banal­ity”. I take their dis­claimer to mean that, unlike The Gap, Star­bucks won’t have the good sense to can the whole idea based on over­whelm­ing neg­a­tive cus­tomer response. So is it much ado about nothing?

Branding Malpractice

One of those things which con­tin­u­ally irks me dumpster hap­pened again today. Actu­ally, it hap­pened months ago, but I found out about it today. I dropped in on one of my clients for a quick chit-chat, and she gave me a doc­u­ment that another con­sul­tant had done up for her some months back before I started work­ing with her. I quickly scanned the three-page doc­u­ment while we were chat­ting. (I have to say that billing a client for a three-page meet­ing sum­mary with no for­mat­ting or formally-supported rec­om­men­da­tions is bad form; maybe that’s why he didn’t put it on com­pany let­ter­head.) The doc­u­ment sum­ma­rized a num­ber of points about her busi­ness as she had pro­vided them to the con­sul­tant, along with his idea for a change of name, logo, and colours. Oh, and there was a radio ad to kick off the whole list of changes.

Web Content Quality: Pay Extra for the Cream

KillerWebContent_McGovern

Gerry Gaffney inter­views Gerry McGov­ern on the User Expe­ri­ence pod­cast (HTML tran­script linked, also avail­able as PDF or MP3). McGav­ern is the author of (among oth­ers) Killer Web Con­tent: Make the Sale, Deliver the Ser­vice, Build the Brand. A stand-out quote from the interview:

Gerry McGov­ern:

Your Mission Statement: To Be.

I am often annoyed by mis­sion state­ments. I saw one recently that used the non-word “action­ing” and paired it with an insider word of unclear mean­ing and a phrase that used two mul­ti­syl­labic words that are rarely paired together, and served in this exam­ple to fur­ther cloud the mean­ing of the whole thing. In fact, the clear­est thing about the state­ment was the non-word “action­ing.” Doesn’t make for a good ele­va­tor pitch if you ask me.

Once in a group draft­ing their own mis­sion state­ment, I had to fight con­stantly to get the state­ment reworded into the active voice… and most in the group relented with a “what­ever” kind of atti­tude because they sim­ply didn’t get it. I accept that most peo­ple won’t per­ceive this con­sciously, but sub­tle word­ing vari­a­tions leave a sub­con­scious impres­sion which cre­ates a mood or feel­ing toward the per­cep­tion of your mission.

Unintentional Brand Association

Last sum­mer, one of the wine stores[1] 605868_glass_of_wine_with_cork_2 that I fre­quent most announced that it would be mov­ing later that fall. Since the name of the shop included the street name where it was located, they would be chang­ing their name — and they were hold­ing a con­test for cus­tomers to sug­gest a new one. The win­ner got a $250 store credit, so I was keen on win­ning… but my sug­ges­tion, La Dolce Vino, didn’t win (maybe some­one else can use that). When the relo­cated store opened ear­lier this year, I was quite sur­prised to see what did win. Per­son­ally I found the new name unin­ter­est­ing (maybe that’s sour grapes!), but the big­ger sur­prise — and mis­take — was the unin­ten­tional brand association.

Is Your Business Card Failing a Test?

I’m cur­rently redesign­ing my busi­ness card, because I’ve always hated the one I have. Dur­ing my entire career I’ve had only one or two cards that I thought were really well-executed, but I’m picky. And the next one will blow them all away to atone for past mediocre cards. I’ve been handed a lot of busi­ness cards over the years, and it’s a reg­u­lar occur­rence that you can size up the busi­ness right away by the card you are pre­sented. And some­times it’s a pass/fail test. Con­sider what some of the cards you’ve been handed might say:

  • Light stock, rough edges: Office Depot tem­plate meets home inkjet printer. Not a seri­ous contender.