30th March 2017
One brand's misfortune can be another's opportunity. Peggy Carlton grabs the popcorn...
We’ve seen quite a lot of self-inflicted PR wounds recently and my heart goes out to the poor comms people who have to clear up the mess. I mean, the team at Uber just can’t catch a break. First, the company’s attempt to get one over on New York taxi drivers led to the #deleteUber campaign and a mass exodus of customers. And just as they were trying to recover from that, allegations of a sexist, bullying culture emerged, followed by a damaging video of CEO, Travis Kalanick abusing an Uber driver. And then the high-profile President, Jeff Jones resigns. As far as the crisis management playbook goes, the folks at Uber are doing (or trying to do) all the right things – but boy, what a mess!
What is interesting is these situations is not just how the company involved responds, but also how their competitors respond.
The Gloves Are Off…
I actually enjoy it when rival brands go at each other - it's fun to see. (My current favorite is Verizon versus Sprint.) So when Uber shot itself in the foot (repeatedly) I was keen to see how its main US competitor, Lyft, would respond. Special incentives for disaffected Uber riders? Sly digs in their advertising or social media content? No. Lyft remained above it all, just quietly going about their business.
I have no doubt that the people at Lyft made the calculation that there was nowhere else for the #deleteUber crowd to go, and all they had to do was sit back and take the extra business. (I’m also pretty sure they went on a frantic driver recruitment drive.) But a conversation undoubtedly also took place about the Lyft brand. Its value proposition. Its tone of voice. Lyft’s brand proposition is ‘your friend with a car’ (versus Uber’s ‘Everyone’s private driver’). And this idea of Lyft as your friend, as the nice guys, flows right through the user experience, even down to the drivers they recruit. So I guess it’s not surprising that they stayed out of the Uber implosion. That’s just who they are. And in that case, a non-response is more appropriate – and powerful – than any proactive response.
…But the leggings stay on
Another brand that has suffered by its own hand is United, which has been roasted over #LeggingsGate. My colleague, Danica Ross has written a post about the lessons to be learned from the episode, but I was impressed by the rapid response of arch-rival, Delta.
Flying Delta means comfort. (That means you can wear your leggings.)— Delta (@Delta) March 27, 2017
But even more impressive were those brands who used United’s newfound notoriety to their advantage. I especially liked Puma’s offer of a discount on leggings to any customer producing a United boarding pass. This is a great example of what my colleague, Will Kunkel described recently – turning on a dime to capitalize on moments in time through creative content. As Puma showed on this occasion, and other brands are beginning to on a regular basis, this can be a very effective means of inserting your brand into conversations. And in sectors where the competition is as fierce as it is for Sprint and Verizon, Lyft and Uber, or United and Delta, the turn of speed required to make this happen will be a deciding factor in future brand wars.
11th September 2017
3 KPIs that can actually hurt ROI
September is AMEC Measurement Month making today an ideal time to discuss the big question: How do you measure success? It’s the question that shows up on every RFP. And the one that the...Read More
28th August 2017
When is news not news?
Sifting fact from fiction in a Twitter timeline.Like many people, I now look to Twitter as a source of breaking news, analysis and opinion (so so much opinion). The wonderful thing about Twitter, of...Read More
28th August 2017
Honey, did you take out the trash?
Grayling’s Jon Meakin reflects on the importance of timing.Watching the news on Friday evening reminded me of an episode of The West Wing, ‘Take Out the Trash Day’. In that episode, Deputy Chief...Read More