By Karen Post, on February 8, 2012

Do you have the skills, mindset and traits to save a sinking brand, no matter how rough the seas get?

Branding guru, CEO, marketing director, head honcho, boss, manager, entrepreneur—whatever your title, one day you may be faced with an unexpected challenge. Lead with courage, you’ll likely turn it around. Manage with mediocrity, and your brand’s life may be very short.

Leading a brand turnaround is no easy role. If it were, there’d be fewer brand casualties.

It takes a special kind of person—one who can lead and battle through brand bumps, uncertainty and the stress that comes with unfortunate situations like product recalls, scandal and controversy.

Having spent close to 30 years sitting in on committee planning meetings and inside boardrooms, and observing brands from around the world, I’ve paid close attention to how leaders act and react during catastrophic storms. Some gasp for air and drown while others take charge and employ strategic change that accelerates their recovery.

Those who pull through display a high degree of focus, resiliency and a sense of urgency throughout the entire ordeal. They are also willing to try new and unproven methods to meet their goals. This style of leadership and set of traits are pivotal in turning around a brand in trouble.

In my new book Brand Turnaround, I studied over 75 brands that were in serious trouble. I looked at their paths back to recovery and the leadership characteristics that helped propel the charge forward. Common behaviors included being:

• Courageous – They don’t fear uncertainty.
• Resilient and tough – They fight while under fire.
• Candid – They are honest, no matter what.
• Charismatic – They empower, inspire and excite.
• Humble – They are innately modest and value others’ worth.
• Gracious – They appreciate all stakeholders.
• Creative – They use imagination to solve problems.
• Generous – They share the rewards.

To explain these attributes in context, let’s say you own a vegan restaurant whose brand is suddenly under scrutiny because it was discovered that one of your signature dishes does in fact contain an animal ingredient. Being a good leader, how would you deal with this?

1. Detach yourself without losing sight of lessons learned. Momentarily abandon your emotional connection to your brand, and look at the entire situation as an outsider might.

2. Focus on making things better while avoiding blame. Maybe it’s the vendor’s fault. You were told that the ingredients contained no animal products. Suddenly the vendor drops a bomb saying that their manufacturer realized there in fact was an animal ingredient in the food. Even if this is the case, don’t spend time pointing fingers. It will waste energy and make you look like you’re focusing more on blame than addressing the actual problem and committing to a solution.

3. Have a clear vision of the future that addresses the triple bottom line: finance, society and the environment. Your recovery plan can’t simply be to fix your menu. How will you do this? What can you do to cut costs through the process? How can you make a sincere attempt at not displeasing too many people involved? Will your solution harm the environment in any way?

4. Leverage your own strengths as well as those of your team. Maybe your Marketing Director is a calm, pleasant speaker, able to keep her cool under stress. If this is the case, you might want to have her be the brand spokesperson. If your General Manager is a customer-service specialist, consider assigning him the task of personally talking to patrons about the issue. Just because you’re the leader doesn’t mean the entire road to recovery has to be paved by you. You just need to be the one who leads the way.

5. Embrace new leadership tools including social media and digital communications. Whether or not you have a Facebook, Twitter, YouTube channel or blog, you may want to start one during the shake-up. Have a designated team member manage the platforms and interact directly with consumers to show that your brand cares. Create a video on YouTube to personally express your concern and apology.

6. Be willing to take risks and accept failing forward. If something doesn’t work, try a different route. The main thing is to persist no matter what, because you are the one in the driver’s seat.

7. Be willing to “launch and learn.” Trust your respect for research and confidence in what you think is right. Don’t second-guess yourself too much during this time. If your first thought is to create an apology video via YouTube and then offer all Facebook fans a coupon, go for it. Maybe your video gets negative reviews and the masses bash your sincerity or feel a coupon isn’t enough of a fix. Try something else.

8. Love the game and play to win. Leaders are passionate people. No matter how much stress the customers and media may cause you, stay true to yourself and remember why you took the leader role in the first place.

9. Be willing to mix, mingle and listen to all stakeholders. Have an open mind because you never know who might come up with a good solution. Maybe someone knows of a more trusting vendor or a better way to boost morale. Don’t close yourself off to anyone, even if they belittle you or threaten to cut ties with you. You may even end up seeing some relationships crumble during this tough time. Be accepting and respectful then move forward.

The road to recovery starts with you, so tap into all these leadership traits you possess. This article is based on content from Karen Post’s latest book Brand Turnaround (McGraw-Hill 2011).

About the author
Known by many as the Brand Diva^®, Karen Post is an international branding/marketing expert, professional speaker and author. She helps individuals; businesses and nonprofits around world succeed with powerful, distinct brands.

Karen has written two books: Brand Turnaround: How Brands Gone Bad Returned to Glory… and the 7 Game Changers that Made the Difference (available late 2011) and Brain Tattoos: Creating Unique Brands That Stick in Your Customers’ Minds. For more info on Karen and branding matters, visit the Branding Diva thank you page.

By Karen Post, on September 8, 2011

Continued from a couple days ago.

Like I mentioned before, no brand is immune to a brand shake-up when something unfortunate happens and your brand falls from grace. In my new book Brand Turnaround, I go into detail on some high-profile brands like Pirate’s Booty, Domino’s and The Red Cross.  I look at how they transformed from a brand gone bad to a brand back on their game.

One of the key strategies in these turnarounds was embracing the brand’s essence—its  purpose, distinction, promise and personality—in their recovery plan. With a strong brand essence, you will be more confident in dealing with a shakeup.

• Be ready to answer the “who, what, where, when, why and how” questions.
• Do a thorough inventory of all assets at your exposure and assemble a team of ambassadors.
• Build a narrative to explain the situation and defend your brand.
• Remember to never say, “No Comment,” and to respond in a timely manner to all major media contacts.

Once you’ve done this, it’s imperative to instill proper crisis media management, utilize social media tools, practice leadership, stay relevant and be distinct throughout the ordeal. Think carefully before every move, and know when to play offense, defense or throw in the towel.

All the while, you should understand the importance of change, and make an effort not to resist it. Oftentimes, people and companies as a whole imprison themselves by staying with what is familiar to them. Though this may seem comfortable and like the right thing to do, it can actually be counterproductive. The business world, global marketplace, people, social landscape and other brands are forever changing. Therefore, be adaptable.

Break free from the chains that will hold your brand hostage by:

• Avoiding ego-driven decisions.
• Taking responsibility.
• Not relying on shortcuts.
• Not just going with what you know, as opposed to seeking out new solutions.
• Not denying consequences.
• Not being afraid to lead and take charge.

Though breaking free from old chains may require higher costs, risk and pain, you will find that being open to change can result in your brand overcoming challenges and even becoming stronger in the long run. Remember that even if your brand isn’t guilty of anything, simple changes could be necessary.

Prepare yourself for unforeseen shakeups—both large and small—and consider these key points that can help you immensely when you find yourself scrambling to turn your brand around from a set back.

This blog is an excerpt from Karen Post’s latest book Brand Turnaround (McGraw-Hill 2011).

By Karen Post, on March 22, 2011

Part 2 of a 3 part series on visiting Nigeria.
Andrew, part my bodyguard, part my cinematographer and part photographer and I flew Delta Airlines. Fortunately we got to fly business class and it was a great experience. In fact, the Delta service team was one of the best ever on the way to Nigeria. On the way back was another story, which I promise I will write about in the next few weeks.  The food was excellent too. It was just a little weird dining at midnight, right before you popped an Ambient sleeping pill.

Delta to Nigeria

Our plane arrived 11 hours later about 3 PM Nigerian time. We were greeted by our government assigned, armored, traveling security team with big AK47’s. From there we plowed through at least a million cars and saw miles of poverty en route to our hotel on the island of Victoria. This is a sad sight considering the amount of oil money that comes from this country. It does seem like there should be a better outcome.

City scape in Lagos

The ride was intense and not without fear. The driver had two speeds: super fast and stop. I honestly thought this was one of my last trips on earth.

Scary car ride on way to hotel

One hour later, we arrived at the Ecko Hotel. The hotel was comparable to a lower end 3-star US hotel. Contemporary, it had some cool African art in the lobby, and was gated with several towers. Andrew and I were split up. In hindsight, I should have demanded this be corrected. Fortunately, our four days were safe and without incident.

African art in Lagos

The service was very good. The wine was divine. The food OK and interesting. Lots of plantains, which I like. But everything had an odd fishy flavor to it that I’m still trying to identify. I believe it’s the cooking oil. I’ve noticed this in other countries I’ve visited too.

Our rooms were comfortable, once you got past the constant horn blowing outside, the fact the internet moved like a drunk snail and the power completely turned off about every couple hours without notice. Apparently, this has to do with a power supply issue. We did get used to that, but it totally sucked when Andrew’s only power cable blew up from a surge. $200 later, a scarier cab ride, a tire blow out and some serious sweat, he was back in business.

During our stay, as long as we remained inside our compound, we felt safe, just on alert, as there were always several armed guards outside our windows at all times.  There was also a high degree of missing trust and crime related issues that were apparent. Below is the sign that greeted us upon check in? This is a shame because the country is filled with many more honest and trusting people, than the minority of bad folks who have tarnished the country’s image.

The first day there was a press conference at 10AM promoting the event. We were driven over and greeted by a roomful of 25 plus curious journalist, Internet, print and broadcast. Everyone was unbelievably friendly and warm. This calm tone changed dramatically at the event. The media at the event was like no paparazzi I’ve ever imagined, swarming like bees, hungry for up close photos of the Governor and the branding speaker, “moi” from the US. There were a couple times that I had big fears, not for my life or safety, but that my hair piece (curls) were definitely going to fly off.

Both days, everyone wanted to know how branding could help their country, leadership and ultimately the people the government served. I covered the highlights at the press conference and encouraged everyone to attend the event later that night.

I will cover this topic of government branding and post my presentation in my next blog post.

Until then, here are a few more lessons from African trip. Missed my first one?
1) Always pack two power cables for your computer if your work depends on power.
1.5) Pack legal pads, so when you don’t have Internet service, you can still write.
2) Save your earplugs from the flight, so the cab horns don’t keep you up all night.
3) When visiting another country and doing an event with 500 people, pack a box of business cards 500+.
4) Pack at least a dozen energy bars, in case you are not loving the food.
5) Pack super light, international airport travel will not be so stressful.
6) Don’t wear anything scented – hair product, lotion, nothing. Mosquitoes love the stuff. You don’t want them sucking your blood and giving you a serious disease.

By Karen Post, on January 30, 2011

This week, Taco Bell experienced a greasy brand bump by some hungry law firm.

A lawsuit was filed claiming that Taco Bell was falsely advertising its beef tacos, and allegedly the 99 cents delicacies only had 30% or so beef in them, which is not enough to be defined as beef by the USDA.

The late night comedians, social media channels and journalists have been having a meaty joke and news fest. Taco Bell fired back on Friday with a news statement and full page ads claiming they are grateful in a “Thank you for suing us” campaign and welcomed the opportunity to talk taco with all of their loyal customers and anyone else who is starving for the truth. Additionally since the lawsuit broke, Taco Bell has furthered it’s position by posting ‘The Real Beef Facts’ and a quirky video touting the Super Delicious Ingredients Force, a Saturday Night Live parody that’s worth checking out.

Taco Bell says its beef is 100 percent USDA inspected, and that its recipe is 88 percent beef, 12 percent “secret recipe.”

So did Taco Bell do the right thing, by playing a bold brand defense card after a very public attack?

I’d bet my next tacos on it. When a company is a well known brand like Taco Bell with lots of good, beefy brand equity, sitting back and not saying any thing is not an option. I like that they responded quickly and took a very confident stance on the issue with provable facts. As for the law firm, maybe they need to think outside the goofy, greed gene.

Also, check out: Miracle Whip and Cate Blancett. What do these two have in common?

By Karen Post, on September 15, 2010

Most big companies think they are ready. They have a crisis plan in place, communication experts on call  and teams of well media-trained executive spokespersons.

Small companies are often less formally prepared, most don’t have a plan, limited professional training and fewer lawyers, but can actually do better surviving  a tragic accident, scandal  or even a big, bad company misstep.

How do either of these transpire?

Bad things can happen to good and bad companies on any given day.  Take Toyota, Goldman Sachs, BP or a small restaurant that unknowingly buys some tainted product and WHAM! A bunch of customers get violently sick and one dies.

I recently did a guest appearance on FOX TV on the subject of surviving a big brand hit. What do you do? What do you not do? How do you navigate through a brand disaster?

My advice to all brands, companies and personalities:

1) Do have a plan. Whether you are a mega corporation or a small business, if you’ve got accident exposure, you had better have a thought through worse case situation and how you will respond.

2) Have the right spokesperson delivering  the voice of the brand in troubled waters. BP’s Tony Haywood was the wrong guy from the get go. Not American, overly arrogant and a loose canon of  the wrong sound bites, “I want my life back”.

3) Carefully balance litigation issues and public opinion management.

4) Don’t play the blame game, take the pounding and get back to business.

This past month, I’ve had a great month of media exposure. FOX, Forbes.com, American Express Open Forum all coming out soon. I will share the links when they all publish. If you are interested in earning more publicity for your brand, check out all my secrets are in the Publicity Ta-DO list. It’s a step by step simple game plan that’s been working for me and can work for you.

By Karen Post, on July 31, 2010

And 3 myths about the practice I’m going bust.
I believe publicity is worth the investment, if the coverage is relevant to your brand, if it appears in the right media outlets and you earn enough frequency.

As a small business owner and entrepreneur for nearly 28 years, I’ve been very fortunate to have earned a lot of media exposure in my career. I’ve been on Bloomberg radio and TV, CBS’s The Early Show. I’m a regular guest on FOX TV, I’ve been featured in Fast Company, The New York Times, The New York Post, The Miami Herald and Entrepreneurial Magazine just to name a few. This media coverage or publicity has directly made deposits in my bank account. I’ve gotten speaking gigs, consulting assignments and sold books. But let me bust a few myths about this powerful practice, too.

1) Publicity is free.
Not true. Sure every now and then a company gets a call from a media source and it didn’t cost much, but some good luck and timing, and a nice feature story appeared. However in most cases, earning publicity takes time and money. Whether it’s hiring a professional PR firm, a writer or communication planner to craft to your message and or PR materials, or just the expense of getting your news out through buying lists or postage. It’s not free.

2) All publicity is good publicity.
Not true. In the mid 90’s one of my clients was involved in an FBI investigation. As a vendor, my company was dragged through this mud even through we had nothing to do with the crimes in question. This was very unfortunate and did not help my business. If fact, the negative publicity through pure association with the company hurt my business.

Additionally, when an executive or employee stays something off message or stupid, this can dramatically impact the image of the brand.

3) Hiring a big name, expensive PR firm will guarantee you publicity.
Not true. In addition to working the media myself, I’ve engaged PR firms for fees of $500.00 to $15,000 a month. There is no correlation between fees and success. The magic sauce is the degree of contact with media that means something to your business, the real news you have to share and timing. If you are a small company there are many things you can do to get publicity all by yourself. I created a TA-DO list of getting publicity. These tasks and methods have worked for me and can work for you, without investing a boatload of cash. It’s not free it will take some time and strategic actions.

In the Publicity TA-DO list you’ll learn about

• A free daily service that features what reporters are looking for and how to connect with them
• What’s needed in your press kit
• And the BIG “never-dos” when you are building a relationship with a reporter

Beyond, my tips in the Publicity TA-DO list, PR Newswire, one of our partners has some great publicity insight on messaging, release distribution and campaign analytics. They’ve put together a special PR toolkit of discounts and resources for the Oddpodz community. I’ve been a customer of PR Newswire for my companies and my clients. They have been a valuable resource for media lists, distribution and competitive monitoring issues. This is worth checking out.

In closing, publicity should be part of every company’s marketing mix. It is a great way to further position a brand as an authority in their industry, leverage third-party opinions and provide repurposeable content for search engine optimization.