“In Brands We Trust”
… well, maybe not anymore. This old saying and its close cousin “Nobody ever got fired for buying a XXXX” may be in serious trouble. Personal experience has taught me a harsh lesson with brands I should have been able to trust – those that create premium products, who have focused perhaps a little too much on cultivating an image. These, I feel, have forgotten the fundamentals and the magic of great product design (my hand-reared calf leather luggage that can’t be carried is testament to that).
While this process might have been happening for some time, there is nothing like the mother of all recessions to come along to completely dispel the myth of the indispensable brand. Recently a colleague told me to trust a particular contract because it was backed by an ABC Fortune 100 brand – but in days when Lehman can go under, GM is propped up with taxpayers’ cash and your IT supplier can be gone tomorrow, you have to do more than trust a brand. You have to do some homework and ensure that your company, your partner or your supplier can still walk the talk.
And this gives rise to a renewed focus on customer relationships and corporate communication for our clients. Reaching out to core customers and keeping an open dialogue about your business and the economy at large is certainly getting some renewed and much needed interest. Retention, retention – reassurance, reassurance – it is going to be a long ride.


