#brandchat recap 7th edition

[#brandchat]

Brandchat #7 turned out to be a lively discussion about branding , brand development and customer service. Every week we tap into the “collective mind” on Twitter and discuss everything branding. Do you have a question you would like to hear some “group think” feedback/insights on? We already have the first two questions for the April 1st chat (no foolin’) If you have a question, be sure to join the Facebook group: http://www.tinyurl.com/brandchat You can enter any question you would like to discuss on the wall and we’ll put it on the #brandchat agenda!

Plus, if you would like some “brand exposure” and lots of link love – join the Facebook group and enter into the #brandchat sponsor lottery! Every week we play and one person wins the “sponsor for the chat” opportunity! Check the Facebook group for details!

Hope you’ll “jump on in” with us in the conversation on Twitter, live and streaming, every Wednesday morning 10 a.m. CST. Follow the moderator (s) of #brandchat on Twitter at http://www.twitter.com/brandchat

This week’s #brandchat is brought to you by the Personal Board of Advisors – your personal and business development solution!

Q1: From @mjbraide, what have big brand flameouts (i.e. UBS,AIG) done 2 brand strength of biz + personal? #brandchat

Q1 continued: + how does brand strength equate to biz strength? #brandchat

• christinetonkin: GM #brandchat. Interested in branding that gets translated past marketing to the direct customer experience
• jemcgrew: @brandchat Q1: It is my opinion that Brand “flame outs” make the consumer public skeptical, but shouldn’t damage others #brandchat
• brandingexpert: @brandchat Crisis is often the test of a real brand. If it’s more than an identity, it survives and grows stronger. #brandchat
• jemcgrew: @brandchat I think the key is that if you are saying and doing the right things, others mistakes will highlight your success #brandchat
• brandingexpert: @brandchat Non-brands (mere identities and logos) fail and die. Real brands (Tylenol) stay endure. Problem is CEO’s don’t get it. #brandchat
• mariaduron: RT @jemcgrew: I think the key is that if u are saying + doing the right things, others mistakes will highlight ur success #brandchat
• jemcgrew: @mariaduron with the AIG thing, I think that is unavoidable and requires smart and swift PR management and customer outreach #brandchat
• brandchat: @brandingexpert Exactly! What did Tylenol do right + Motrin do wrong? #brandchat
• DrFernKazlow: Q1 They taught valuable lesson. Not enough 2 talk the talk, actions must be aligned w/ ur brand talk, damage oftn irreparable #brandchat
• rongraham1: @mariaduron and @mjbraide, it may be that the “big brand flameouts” (and there have always been those) serve as warnings to us. #brandchat
• mariaduron: @jemcgrew Agree! Was on another chat where “listening” was No.1 recommendation. #brandchat
• christinetonkin: @jemcgrew If the customer outreach hasn’t been there b4 it could come off as mere spin and not b effective #brandchat
• brandingexpert: @brandchat Tylenol brand was PROVEN by crisis. Recalling all product as a public matter of principle. Took lead in market after. #brandchat
• mariaduron: Look at Zappos - In Nov, had 2 lay off 8% of workforce - CEO blogged about it http://bit.ly/QjQs (expand) #brandchat
• mariaduron: @brandingexpert True - tylenol took life threatening crisis + did well. Motrin made advertising faux paus that hit hard. #brandchat
• brandingexpert: @mariaduron A brand can’t come back from that if it wasn’t in the brand strategy to begin with! THAT’S the prob w/ today’s brands #brandchat
• DrFernKazlow: @brandingexpert Bravo Tylenol! Tylenol victim, AIG predatory - So recovery strategy is far more drastic and longer term. #brandchat
• brandingexpert: @jemcgrew Chicken = clueless CEO’s, CMO’s and bonehead hack “branding agencies” like Arnell, Landor, etc. #brandchat
• rongraham1: @brandingexpert, Tylenol (acetominophen) and Motrin (ibuprofen) are two different products. Doesn’t that matter in this context? #brandchat
• christinetonkin: @brandingexpert At times the brand strategy emphasizes getting the customer and not serving/keeping the customer #brandchat
• brandingexpert: @rongraham1 Nope. Tylenol ? Motrin, but PERCEPTION in public mind is that they’re the same. Motrin fail. #brandchat
• DrFernKazlow: @rongraham1 Trust factor broken, lack of aligned strategy( or none strategy) and action - no dif commodity. #brandchat
• rongraham1: @brandingexpert, if people can’t tell when to *use* WD-40, is that a failure of the brand also? #brandchat
• jemcgrew: RT @PatMcGrew: @brandchat #brandchat Brand management is something that many companies think they do well until they hit a crisis
• christinetonkin: @brandingexpert Mktg says “we care.” Cust Svc says “why r u bothering me.” Brand msg fails #brandchat
• mariaduron: @brandchat i.e. If I’m a CEO + craft a card, blog, community + say I’m a GR8 listener + then don’t respond 2 comments-FAIL #brandchat
• DevotionalChef: People trust the brand if it is in intregrity ,so the business should fair well #brandchat
• rongraham1: @brandingexpert, if I understand you, brand has nothing whatsoever to do with what products DO. With respect, that seems silly. #brandchat
• DavidSandusky: how you react to crisis will impact credibility #brandchat
• mariaduron: @DevotionalChef So, 4 a personal brand this all place out, too. Personal brands must have a strategy aligned w/core values. #brandchat
• christinetonkin: @brandingexpert I don’t agree. If customer svc doesn’t understand/deliver brand, the brand msg is moot #brandchat
• kbp0411: @brandingexpert Customer service is often what starts word of mouth so can also be catalyst #brandchat
• mariaduron: @rongraham1 Everything can be a commodity, it’s what makes it unique + values that begin the brand strategy #brandchat
• brandingexpert: @kbp0411 If you NEED customer service, it means you didn’t set customer expectations right in the first place. #brandchat
• DavidSandusky: customer service is a way of life-hire the right brand from the beginning #brandchat
• mrslevite: @brandingexpert so set expectations low enough that when something goes wrong-as it inevitably does-so you won’t need CS? #brandchat
• DrFernKazlow: RT @brandingexpert: @DavidSandusky Sorry.Products r PROOF of brand promise.Not brand itself.A common error tht costs biz big $$$ #brandchat
• mvavrinak: @brandingexpert everything has to deliver on the brand promise… Look, feel, talk, location, product #brandchat
• mvavrinak: @brandingexpert experienced brand disconnect during last weekend’s #ford quest to drive a #flex. Not good. #brandchat

Q2: From @davidsandusky Q2:Brainstorm: PPL – how do U extend UR personal brand? BIZ: - how do U extend UR brand thru UR PPL? #brandchat

• brandingexpert: @brandchat Agreed. the most overlooked part of branding is INTERNAL BUY-in. If the front line troops don’t get it, you’re sunk. #brandchat
• jemcgrew: @brandchat I think eNetworking is very powerful. You can’t be shy in todays world. Also you should be knowledgeable & personable #brandchat
• brandingexpert: If you wait for customer service to sell your brand, you’re WAY too late. #brandchat
• rongraham1: @brandingexpert, that was a nice concise explanation. @KingLebronJames is a brand; a double-double is a product. I get that. #brandchat
• DrFernKazlow: RT @mariaduron: @mrslevite Agree 100% - how people feel abt UR brand + if there’s a disconnect between expectation + actual, FAIL #brandchat
• mariaduron: @mrslevite Not always. CS of city H2O dept - R they really there 2 help? Many diff. personal agendas muddy delivery of brand #brandchat
• mrslevite: @mariaduron city H20 dept., Customer Service. Does not compute. #brandchat
• DavidSandusky: customer service starts by the first experience (answer phone, delivery, etc) #brandchat
• alexpuig: RT @DrFernKazlow: Branding includes everyone /everything from CEO to paper clip. #brandchat
  
  
• DrFernKazlow: @ReputationFixer Good news is that we have good amount of control over what is said abt us online. #brandchat
• BobonBusiness: RT @brandingexpert: If you wait for customer service to sell your brand, you’re WAY too late. #brandchat –WORDS TO BRAND BY!
• christinetonkin: @DavidSandusky Thanks for mentioning the internal customer. Not always a consideration #brandchat
• DrFernKazlow: @BobonBusiness @brandingexpert Customer service is the exclamation point on your branding! #brandchat
• brandingexpert: @DrFernKazlow “Life is a branding problem.” #brandchat
• mvavrinak: Use/persona in social media is part of building the expectation ppl will have of your brand. Part of promise #brandchat
• cityvol: RT @PUBLISIDE: Biggest error I see ppl mke frm lrg companies to solopreneurs is putting thmslvs first.Highlightvalue to end-user.#brandchat

brandchat: Won’t have much time 4 Q3. So, it will also B Q1 next week. Q3: How can U or UR company or can U, make the most of 175 mil FB ppl #brandchat

• jemcgrew: @brandchat Interface, get to know people, look for people on FB in your industry. Join groups…Participation is KEY #brandchat
• DrFernKazlow: @brandingexpert More reason to be aligned! More opportunity to outshine others less carefully branded! #brandchat
• brandingexpert: @PUBLISIDE Nobody has ever accused me of being politically correct. When I got a problem, I got a problem! #brandchat

Getting 2 the end - time 4 PITCHES + CALLS 2 ACTION. Go 4 it! #brandchat

• brandingexpert: PLUG: Anyone need any branding related stuff, including a helpful book, it all starts at http://www.robfrankel.com #brandchat
• DavidSandusky: RT @twitscooptrends: http://bit.ly/7SzRK (expand) - brandchat (new hot trend) #brandchat
• mariaduron: PITCH: Jump in on FaceBook convo - Is FB 4 biz, personal only or both? What does it do 4 ur brand? http://bit.ly/zmDIe (expand) #brandchat
• mariaduron: PITCH: Jump in on FaceBook convo - Is FB 4 biz, personal only or both? What does it do 4 ur brand? http://bit.ly/zmDIe (expand) #brandchat
• DrFernKazlow: Social Media is ur most visible brand statement 2 the world. PowerConnect w/ the Queen of 140 chars to infuse ur brand w/ POWER! #brandchat
• Custom_Avatars: #brandchat have you seen my custom avatars? =)
• brandchat: PLUG: Are you a part of the Facebook group, go 2 http://www.tinyurl.com/brandchat (expand) #brandchat
• rongraham1: The pitch: I coach start-ups. @DevotionalChef is my friend and client. My latest client sells vegan baked goodies! Yummy! #brandchat