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Archive for the month “April, 2012”

Mary J. Blige: More and More Drama

This year, Burger King dropped to the third largest hamburger chain behind Wendy’s and of course, McDonald’s. This drop has caused BK to break into a new marketing campaign to recover their lagging sales. As part of their new marketing campaign, they have enlisted celebrities including Jay Leno, Salma Hayek and Sofia Vergara to endorse certain menu items in commercials. The most popular commercial starring David Beckham.

Photo courtesy of theweek.com

Unfortunately, BK seems to have hit a snag in their rebranding trail. In their most recent commercial, BK received some help from the Queen of Hip-Hop/Soul, Mary J. Blige. Considering Mary J. is one of the biggest singers of this generation, that’s not too bad. What is bad, is that BK can make even Mary J.’s loyalist fans turn their backs on her for her singing!

About a week ago, BK released a small clip of the commercial to local TV stations and then posted it on their YouTube channel. In the clip, Mary J. Blige was shown standing on a table singing about the new crispy chicken wrap. The new fried chicken crispy wrap to be exact. Within a few days, the controversy began. Many called the ad racist and stereotypical of the black community.

Fans were hitting up blogs and their social networking accounts to express their disappointment and anger towards Mary J. and the burger chain.  Mary J.’s career was attacked with comments saying how low she’s sunk to get publicity. Other comments questioned her morals in signing on to do a controversial ad such as this one. While Mary J. was getting backlash from fans, BK was taking a hit from fans, customers, critics, advertising experts and everyone else who had an opinion.

Photo courtesy of eurweb.com

Last week, the ad was removed from TV and the Internet. While most say the ad was removed because of the backlash, BK citied “music licensing problems” as the reason. After the video was removed, Mary J. finally released a statement to address the controversy. She had a slightly different view on what happened with the ad:

I agreed to be a part of a fun and creative campaign that was supposed to feature a dream sequence. Unfortunately, that’s not what was happening in that clip, so I understand my fans being upset by what they saw. But, if you’re a Mary fan, you have to know I would never allow an unfinished spot like the one you saw to go out.

OK. BK says their having licensing problems and Mary J. says the spot was unfinished and that she would have never approved it…

So clearly there were some communication issues with the releasing of this ad. You would think BK’s marketing team would make sure everything was settled and approved before releasing a video that connects their brand and a big name artist such as Mary J.

Burger King eventually released a statement the same day and go as follows:

We would like to apologize to Mary J. and all of her fans for airing an ad that was not final. We know how important Mary J. is to her fans, and we are currently in the process of finalizing the commercial. We hope to have the final ad on the air soon.

Connecting to the younger generation seems to be the route for a lot of fast-food chains. We have McDonald’s trying to use Twitter to connect and failing completely, not to mention they also have questionable commercials showing African-Americans singing about chicken nuggets.

These brands need to take a step back and educate themselves. With the help of social media, this generation has the power to damage a brand and its reputation, which shouldn’t be taken lightly. You can’t just jump in and hope you float. Learn how our generation communicates so that you can effectively join the conversation at the right time with the right tools.

For more on the story check out this article on Yahoo!News.

Listen, Learn, Participate, Repeat

Chapter 18 of Brian Solis’ book, Engage!, focused on how brands can use the conversation prism to create the social media map perfect for their brand. He covered a lot of information this chapter so I will only touch on some quick key points.

One of the first things Solis mentions how companies were so focused on profit that they were pushing away their consumers. At that time they hadn’t realized that the long-term value of interacting with their consumers rather than leaving them to an automated machine or outsourced service lines. Solis mentions a survey authored by Jonathan Whitaker that showed directing customers to these services negatively impacted customer satisfaction. Being one of those customers, I agree with these findings. It usually makes the situation more complicated than it needs to be leaving me dissatisfied. The quote below stood out to me:

A happy customer tells several friends and an unhappy customer tells many more.

It’s so true! People are more inclined to tell their friend about how long it took to reach someone at Comcast than to speak about new channels. Solis says that sometimes brands stop seeing the customer’s viewpoint and only see the dollar signs. Taking a customer’s experience into account will give brands the opportunity to connect better with their consumers.

This connection can be strengthened by actually talking to consumers when they have a problem. I think what Solis said about brands bringing information and solutions to the conversation so that the conversation can be on their terms. I also think it was important that Solis said brands should “experience the nature, dynamic, ambience and emotion of the dialogue” instead of just talking to say you talked.

The last part of the goes into the nitty-gritty of the Conversation Prism and how brands can use it to identify where the most important conversations are, when they’re happening and how to gather this information for a presentation for the bosses.

Photo courtesy of briansolis.com

He touches on adaptation as well and how it will help your brand “evolve and increase in relevance, both online and offline.” Overall, the chapter was really informative but a lot to take in and understand upon first reading. I’ll leave you with this simple statement:

In the end, we are measured by our actions, and our words.

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