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Johnson & Johnson used to be held up as the ideal case study of how a company should respond in a crisis. Their handling of the Tylenol tampering case back in the 1980s was masterful. Johnson & Johnson’s response to the seemingly endless string of current product recalls, however, has been anything but masterful. (see [...] March 6th, 2011 | One comment
Gawker.com fans were in full rebellion. Some threatened to never visit the site again. The Twittering class hated Gawker’s redesign launched February 7th. On February 9th, that all changed. Gawker.com broke the story of the “classy” Congressman showing off his flabby torso and traffic boomed. Consumers pretty much always hate change–witness the initial flack when the [...] February 11th, 2011 | One comment
The media universe is in a tizzy (and a-Twitter) about AOL’s acquisition of the Huffington Post. The Wall Street Journal interviews top media buyers who are worried that the liberal voice will hurt AOL’s brand. The problem is that AOL doesn’t really have much of a brand. The company’s move away from an “access” business [...] February 11th, 2011 | One comment
UPDATE: The company has posted a 12 percent decline in profit and a 5.5 percent decline in sales for the fourth quarter 2010. The December, 2010 recall of Rolaids is more than a new cause for heartburn at Johnson & Johnson. Coming on the heels of a year of unprecedented recalls, this latest problem could tip [...] January 26th, 2011 | Leave a comment
Burson-Marsteller released a study that claims 76% of blogs were off message. They analyzed more than 150 messages sent out by companies listed in the Financial Times Global 100 and discovered a large gap between the official brand messages and how they were reflected on blogs, in tweets, and on other social media posts. The brand [...] January 13th, 2011 | Leave a comment
A good brand reputation is not a service you can buy and can’t be gained by a clever stratagem. Still, reputation managers at companies trying to do damage control or damage prevention always seem to be on the look-out for shortcuts to a strong positive brand reputation. Preventing Negative Conversation Is Impossible Some companies use stratagems to [...] January 6th, 2011 | Leave a comment
Okay, the new Gap log did suck. But EVERY new logo design ALWAYS kicks off a spate of negative logo reviews, and many new logos don’t suck. Crowd sourcers beware: consumers hate change. Google “New Starbucks” logo, and you’ll see page after page of negative reviews. Negative response to change has always existed. That social media [...] January 6th, 2011 | 4 comments
Wikipanic—it’s the new word for the latest marketing threat. What will happen to your brand if Wikileaks attacks it? As Mastercard, Paypal, Visa, and Bank of America are finding out, marketers need to be ready in advance of disaster, whether a plane crash, an oil well explosion or a wikileak/hacktivist attack. Companies can’t risk a [...] January 5th, 2011 | Leave a comment
Web pundits are predicting continuing growth in Web video. With that in mind, here is a round-up of advice for producing effective video: 1) Light your shot—dark videos don’t invite eyes January 4th, 2011 | Leave a comment
ZD Net is reporting today that China has censored some 60 thousand Websites (really thought it would be more) and over 350 million pages and is “proud of it”. MerriamAssociates.com is honored to be one of them. The head of the State Council Information Office, Wang Chen says there is no stopping its campaign against offensive [...] January 3rd, 2011 | Leave a comment
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