Archive for July, 2012

The Banking Industry: Changes Afoot

Monday, July 30th, 2012

The cover story for the latest issue of Banking New York, “Can’t Buy Trust,” quotes me on the current reputational crisis in the banking industry. It reflects the changes some banks have started making to address the crisis: “Some of the major banks are becoming involved with their communities and large scale philanthropy. Consumers realize that businesses make mistakes and are willing to give most a second chance. If you look at the websites, BoA and JPMorgan Chase seem to want to serve their customers beyond just making a profit.”

If you follow the banking industry, the article may be of interest.

Venture Capitalists Face the Reputation Economy

Friday, July 27th, 2012

Last week the New York Timesexplored the recent public relations and marketing boom among venture capital firms. In the past top firms have “operated under levels of secrecy typically reserved for Swiss banks,” Nicole Perlroth writes, but with fewer active firms, meager investor returns and increased accessibility the tables have turned in the world of venture capitalism. “Ten years ago, entrepreneurs needed some kind of insider advantage to get a meeting with a firm,” Perlroth explains. “Now the most promising entrepreneurs do careful due diligence — on Twitter, in blogs and in the media — before agreeing to take coffee with a V.C. The best entrepreneurs are courted by the venture capitalists, not the other way around.”

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Building a Reputation- Volkswagen’s Long and Winding Road: A Case Study

Wednesday, July 25th, 2012

With Volkswagen claiming the top auto industry spot in Fortune’s annual World’s Most Admired Companies list and The Economist highlighting the Germany automaker’s global ascent, it’s worth taking a look at the tremendous shifts in reputation the company has experienced over the course of its 75-year history.

An Unlikely Origin

It’s hard to imagine today, but VW began as a state-supported operation in Nazi Germany. While Hitler heralded the Beetle as an affordable “people’s car” (in German, volkswagen), VW’s early years did not live up to that reputation. “Only 630 Beetles were made there during World War II—and distributed to the privileged,” according to Der Spiegel.

A Reputation Reborn

Demand for Beetles during the occupation kept VW alive following World War II, but there was little international interest. After looking at the company as a possible acquisition, the CEO of Ford, for instance, famously concluded that VW wasn’t “worth a damn.” But over the coming years Beetle’s popularity made it a symbol of West Germany’s “economic miracle,” and VW’s success was “one of postwar Europe’s most glittering economic achievements,” according to a Time magazine article from 1963. By that year it was the world’s third largest automaker, and less than a decade later the Beetle’s total production count eclipsed Henry Ford’s Model-T.

Transformation: from “Hitler’s car” to “Beetlemania”

Upon its initial introduction in the United States, VW’s reputation couldn’t escape the Nazi association. “I even tried calling the VW the ‘Victory Wagon’ to take the curse off it, but the press referred to it only as ‘Hitler’s car,’” said Dutch car dealer Ben Pon, who shipped the first Beetles stateside in the late 1940s. Soon, though, New York agency Doyle Dane Bernbach wiped away that stigma with a string of unforgettable advertising campaigns, including “Think Small,” Advertising Age’s top campaign of the century. Emphasizing VW’s impact on an owner’s reputation and image instead of the traditional touting of features, these campaigns were an innovative and influential development in the history of advertising.

Post-Beetle: less risk, but no more mania

When Beetlemania subsided, the void left by such a defining model threatened to undo VW’s reputational gains. Not wanting to repeat the same mistake, the company unveiled a more diverse series of models, including the Passat, Golf and Polo. Influenced by the technology and luxurious reputation of Audi, which VW acquired in 1964, these cars prevented its image from flat lining but ushered in an extended period of mixed results. Things began to look brighter by the turn of the new millennium, as Audi’s jump to the luxury class occupied by BMW and Mercedes-Benz gave VW’s reputation a boost in the same direction.

Poised for a boom

Reputation continues to be a major factor in VW’s latest global endeavors. In many countries “it has been around long enough to be seen as a domestic firm, so protectionists usually leave it alone,” according to The Economist. Its longstanding reputation in China has also helped distinguish it from pack in the world’s largest auto market. “VW bet on China nearly 30 years ago,” The Economist notes. “A glut of cheap cars is hurting prices in China but VW’s premium models are doing well.”

Protecting its image will be crucial for the VW’s future success, and The Economist article highlights a variety of obstacles that could stand in its way. But VW isn’t standing on the sideline. Its crowdsourced “People’s Car Project” recently engaged China’s drivers, attracting 119,000 ideas and 33 million hits. With that virtual finger on the pulse of its largest market, VW seems well prepared to continue its climb.

Ralph Lauren’s Olympic Uniforms

Wednesday, July 18th, 2012

Ralph Lauren is facing an uproar after it became publicly known that it outsourced the manufacture of the U.S. Olympic Team’s uniforms to China.

The U.S. uniforms in many prior Olympics had been manufactured overseas, as reported by the New York Times. But when the patriotism associated with that event meets a brand with such an all-American image, perceptions change.

That is especially true in this economic environment, when so many Americans face a difficult job market—a market created in part by manufacturing moving to other countries with cheaper labor. Consequently a contract that is standard for most U.S. fashion companies has resulted in a crisis for the company.

Studies show that when companies have a strong reserve of goodwill, they weather such storms. Considering that Ralph Lauren is such an iconic American brand, the odds are in their favor.

A New Guiding Vision for Yahoo

Tuesday, July 17th, 2012
Marissa Mayer

After Scott Thompson’s abrupt departure from Yahoo, ex-Google executive Marissa Mayer has been named the new CEO.  Mayer is now the company’s best chance to arrest its precipitous slide from dominance—she was in fact behind many of the changes at Google that has earned it its leadership position, including working for 11 years to perfect its search engine.

Central to Yahoo’s problems is that it lost its once-strong identity, losing pace with changes in the way the Internet is used since the age of “Web portals” in the late ’90s. Considering Ms. Mayer’s role in Google’s ascension, she may be the perfect executive to reverse Yahoo’s fortunes. We expect to hear about some major changes at the company soon.