They say that adversity is the true test of character. It is a fact that everyone be it individuals, communities, countries, teams, businesses at some point or the other shall face times that are tough. We as marketers have always looked for examples in war, sports, celluloid, politics, simply put life for understanding and propounding theories with regard to brands and their behaviour.
In the tough times do emerge interesting characters who deal (or don’t deal) with adversity in their own unique way and more often than not brands that we use, buy and deal with fall into one of these. For the purpose of this post I have chosen to label these characters and shall explain the traits of each citing examples from politics, sport, film etc. as applicable.
- The Crusaders: These are people/brands that believe and live for a larger cause and continue to do so even in the times of adversity. Regardless of the tide being in their favour or against the cause remains front and centre to everything including their response. The focus on the larger good often may even come at a high price but are well worth the sacrifice. There are two examples that instantly strike my mind one from the world of business, the other from politics. In both these cases there was a higher price to pay and the brands/people in question did pay.
Case 1: Nokia Battery Recall
An isolated incident of a battery exploding became a PR nightmare for brand Nokia, rumour mills working overtime did not help the cause either. The brands response however did not go through the traditional cycle (at least to the outside world) of denial, acceptance, risk assessment and corrective action. The brand behaved in an extremely responsible manner. The risk, probability and reasons were explained to the consumer, a robust mechanism was first put into place and the brand then recalled the batteries in question. Not only did the brand gain consumer confidence it shot up to the #1 position in the Most Trusted Brands survey in the same year!
Case 2: AAP
The jury is still out on this one. The Aam Aadmi Party almost swept the Delhi assembly polls nudging out a formidable Bhartiya Janata Party to form the government in Delhi. The party under severe pressure to deliver on its tall promises in its blink and you miss stint resigned from power on their rai·son d’être; their version of the Jan Lokpal Bill.
- The Fighters: The label is self-explanatory. These are brands or individuals that bring about changes in themselves, work-out hard and train to come back better and stronger. They are extremely competitive in their fabric and hate losing to anyone or anything. They always believe that their best shot is the next one. What shouldn’t be undermined here is the emotion is complemented in full measure by blood, sweat and toil. Here are examples of 3 individuals to build my argument.
Case 1: Rocky Balboa
Yes its clichéd and has been over-used but the success of the Rocky franchise over twenty years, if nothing else has taught us one lesson; a fall, a failure, a defeat is not the end, it is the beginning of your climb back to the top. We love it when our heroes have their backs against the wall. We love it when they scratch for every inch and fight with every ounce of strength in their bodies. Somewhere perhaps we all identify with failure and success has always been aspirational. Here is a brand that ruled got written off, yet came out a winner!
Case 2: Yuvraj Singh
It purely is a question of individual assessment, but then blogs are just that aren’t they? Here is a guy who was perhaps at the peak of his prowess. The quintessential watch out for this guy from the start he delivered big time and was the hero of India’s 2011 ICC World Cup triumph. Then followed the fight with cancer and his amazing return to health and fitness in the span of a year. His performance have been debated and arguably have been patchy and nowhere near his best. As much as we love making heroes we seem to love pulling them down even more. Yuvraj as I write this piece has his back to the ropes and carries the burden of India’s loss in the ICC World Cup T20 finals. A 100 bucks say that the story ain’t over.
Case 3: Steve Jobs
This I use as an example from the world of business. A man who was kicked out from the very company he founded. Did his time and came back with a bang! The brand Steve Jobs was as much about not giving up as it was about innovation. Whether in life dealing with his ill-health or in business the approach and resolve remained consistent.
All the of the above had perseverance and preparation in common apart from a come-back.
- The Rabble-rousers: These are the wise guys the smart Alec’s or the sly foxes of the world. Their method of dealing with trouble is to create diversions or smoke-screens. They are also the brands/people that pick, point to and amplify flaws in their competition when themselves in trouble. Yes as much as we would like to disbelieve the Dirty Tricks Department does exist and the if I am bad he’s badder game has been played in sports, politics and business alike. To avoid controversy I will not cite examples or names but would point out to a two political outfits in a prosperous western state of India. They are by no means the only examples of fighting adversity with diversion.
- The Faders: These are the kind that never stood up and fought. For reasons best known to them they never responded to the situation or put up a fight. They laid down their weapons and turned their backs to the situation.
Case: Dr. Manmohan Singh
Hailed as the father of India’s liberalization and economic surge the Prime Minister of India has been under the pump for close to two years and there seems to be no end in sight. The media and opposition alike have accused him of everything including being weak, inactive, indecisive etc. For a brand that he once was his “history will judge me kindly” press conference was a sad sight to watch.
- The Deservers: These are the brands/people that deserved what they got. They eroded and abused one of the core components of a brand Trust. Their vehement denial of any wrongdoing and desire to retain the high pedestal dragged them into infamy, deservedly so.
Case 1: Lance Armstrong
Individuals and businesses alike would have taken inspiration from Lance Armstrong. However, the web of deceit that he spun left a bitter taste in the mouths of everyone who believed his incredible tale of will over all else! The collateral damage was the loss of reputation for the Lance Armstrong Foundation that did genuine good work for and on behalf of cancer patients. Today it exists under the name of LiveStrong and a stigma.
Are these characters exhaustive, are there more? The author believes that the characters though not exhaustive are definitive of what one gets to see.
In his article Swamy talks about how crises are inevitable and on the importance of TRUST and TRUST Balance, relevant excerpts as below.
It is a truism that any crisis can confront any brand or company at any time. It’s not a question of whether any crisis will occur in a brand’s life. It is only a question of when.
At the core of all successful brands lies that big T word-TRUST. When that trust is violated, the reaction is one of hurt and suspicion that can easily turn to anger and rejection.
The only way to be ready for any crisis is to continuously build and hold a vast credit balance of TRUST vis-à-vis the consumer. Indeed this is true in any relationship. As long as there is a credit balance, one can draw on this in times of crisis.
The Crusaders and Fighters make credits on account of their actions into their TRUST Balance, the Rabble-Rouser perhaps manages to get away with neither a credit nor a debit, the Faders loose credit significantly and the Deservers are the ones who go bankrupt!