Showing posts with label brand rehab. Show all posts
Showing posts with label brand rehab. Show all posts

Wednesday, June 20, 2012

Bludgeoned Brand Montreal and Vive Joie de Vivre

When I teach my Global Branding seminars, I like to spend some time tackling issues related to city  branding. Cities are, after all, brands. Cities compete with other cities for tourists (customers), investment, and have large budgets to craft their brand images. From a marketing perspective, there is a lot of value in understanding city brands as well. Consider how much value L'Oreal would lose without being L'Oreal Paris, or how much equity a commodity like coffee would lose without its link to the mountains in Colombia, or how much tourism San Francisco gains (or Detroit loses) because of its brand image.

In a typical city brand exercise, I'll have my class respond to a simple test for city brand image:  "What are the associations that you have with (city)?"  Since a lot of my seminars are in Montreal, I frequently inject Montreal in the question. And, the results for Montreal are highly consistent and generally very favorable. Prying a little deeper into the brand image, most folks come up with a brand narrative something like this:

Fashionable Montreal
http://miukoridi.com/
Montreal is a North American city with a Euro-chic joie de vivre. It's the city where the imagery includes beautiful people (especially women) who are fashionably dressed, sipping French wine (maybe even a cigarette) on a cobblestone sidewalk terrace. The city's vibrant joie de vivre energy spawns from the city's world-class festivals and events (the world's largest jazz festival, world's largest comedy festival, Francofolies festival, Grand Prix Formula 1 racing, and the world's largest annual fireworks competition) and this Euro-chic and vibrant joie de vivre energy mesh to form the Montreal brand image. Blend in some cultural icons like the seemingly divinely-inspired Notre-Dame Basilica, the 2nd most winning sports team in professional sport (the Canadians) and the oldest university in the nation (McGill), and you have institutions that give a gravitas to the city's joie de vivre.




Having a great brand image helped Montreal win "Best Global Destination" in 2011- an award handed out annually by tourism professions (comprised of editors from Lonely Planet, Tourism and Leisure etc) around the world. According to Tourism Montreal, $2.25 billion dollars were injected into the Montreal economy in 2011 as a direct result of tourism. You don't need to be a politician, marketer, or economist to realize that this translates into many jobs especially for hotels, restaurants, taxis, clubs, and souvenir shops.

So What's the Chatter on Montreal

One of the things that I track when I work on projects for my clients' brands is who's saying what.  One way of doing this is to see what's trending. The online chatter/buzz can be looked at as a leading indicator. Let's take a look at the top three online stories about Montreal over the last 3 months.

# 3.  Montreal Taxi Mayham

Headlines linked Montreal to a violent confrontation between a taxi driver  and violent drunken "mob".

Remember this ugly story? A taxi driver while in his car, was being attacked by an unruly, drunken mob who were outside of the cab. Apparently, the group of drunks did not want to pay the $9 fare. What is unusual about this event is that the Montreal taxi driver drove over one of the attackers. The whole thing was captured on multiple iPhones by witnesses who quickly uploaded the videos to YouTube and MetaCafe. Within hours, the violent event had "gone viral" around the world and been picked up and shown as a top news story on broadcast news programs on every continent.Check out some of the headlines on the left:  "Disturbing video showing man being run over. Montreal taxi driver charged.";  "Disturbing video shows man being run over; Montreal taxi driver in custody."



2.  Montreal Mutilator

If the taxi driver story is ugly, this story gets the unflattering award for being far more unsettling. A Montreal man (Luka Rocco Magnotta) killed, dismembered, performed acts of necrophilia, cannibalized and mailed the dismembered body parts of his Chinese lover (Justin Lin)  to government officials and elementary schools. The savage ice-pick murder (and other  aspects) were filmed by Magnotta who also posted his grotesque crimes on various social media web sites. While many of the posted videos have since been removed due to their content, the news story linking Montreal to a psycho has reached hundreds of millions of people around the world . The story continues to be covered on broadcast and social media as details of the case continue to be released.

It is not insignificant to note that the negative effects from this story seem to have spilled over to haunt the image of Canada, as evidenced by this UK spread:

1.  Montreal Student Protests

If you searched "Montreal Grand Prix" on Google during this year's Formula 1 Grand Prix, you'd want to see pictures of roaring Ferraris and champagne being poured over a Grand Prix winner, right? Sadly, here is what you will see:  pictures of students (who are protesting tuition hikes) vandalizing property, and mocking cops using nazi-esque salutes, and  Montreal police officers using force and pepper spray to pacify offending (and many non-offending) students. The visuals speak for themselves.



Montreal on Social Media

It's not just broadcast media that is delivering stories that wound the the "joie de vivre" brand.  Shared media is filled with the negative stories. For example, typing "Montreal" in a YouTube search delivers "Montreal student protest 2012", "Montreal student riots", "Montreal killer" and "Montreal cabbie".  Clearly, the  search is not delivering the feel good returns associated to the Grand Prix, Jazz Festival, Just for Laughs, or the Notre Dame Basilica that "The Best Global Destination" folks saw. Instead, Montreal is faced with the sobering reality the joie de vivre association has been damaged. The economic impact can be significant.  For example, if only one in twenty tourists who are planning a trip to Montreal decide to go somewhere else, Montreal would lose about $110 million dollars in direct tourism dollars. In other words, that is the equivalent of 1 million $110 dollar restaurant meals.


For the past 3 months, YouTube has been delivering more bad news videos about Montreal than positive videos.

City Brand Rehabilitation
 
Cities are brands- and many of the bad news recovery marketing lessons learned in corporate settings can be applied to city brands. There is a lot of evidence in the marketing literature that posits that if one bad news story is heard about a company, it takes 5.5 good news stories- of equal weight- just to neutralize the negative news. This suggests that Tourism Montreal has a lot of recovery work to do.

If brand Montreal were my client, I would offer the following recommendations. Firstly, I would act promptly to launch a brand rehabilitation strategy. The longer the negative stories simmer in the minds of tourists (and potential tourists) around the world, the greater the negative impact on brand Montreal. And ,it is highly likely that there is more bad news to come from the Magnotta (e.g.  Lin's missing head) and student protest stories.

Secondly, and more importantly, the existing bad news needs to be drowned out. The Internet has a perpetual memory so the negative stories are not going away any time soon. Therefore, a simple, consistent, and integrated campaign that reaches potential Montreal tourists at critical tourist touch-points would be in order. Think of the communications impact if the next wave of  2012 festivals-  Jazz Festival, Just for Laughs, and International Fireworks Festival - integrated the same brand narrative on Montreal in each customer touch-point. If constructed properly, the brand narrative- and integrated campaign - will return Montreal to its joie de vivre image. In addition, if done effectively, the integrated campaign will internally align the citizens of Montreal to fulfill this image- reducing potential antagonisms between students and police.   Vive joie de vivre. Vive the tourism of joie de vivre Montreal.


Thursday, February 17, 2011

Despicable Celebrities


The following is an excerpt from Melissa Leong's work in the National Post. Since yours truly had something to say on the topic, I thought I would give a shout out to the article here

"On the weekend, Chris Brown appeared as the musical guest on Saturday Night Live, arguably his highest-profile gig since he pleaded guilty to assaulting then-girlfriend Rihanna in 2009. Meanwhile, it was recently announced that Mel Gibson’s latest film, The Beaver, will finally premiere at the South by Southwest festival in Texas next month. We thought they were untouchable, but now they’re back in the limelight. In this week’s edition of the Post’s Culture Club, we ask whether you can successfully rehab a widely loathed celebrity. Melissa Leong moderates the discussion."

This week’s Culture Clubbers:
• Robert Mackalski, McGill University professor and branding expert.
• Jen McDonnell, managing editor of Dose.ca.
• Laura Kipnis, cultural critic and author of How to Become a Scandal: Adventures in Bad Behaviour.

Robert: Regardless of how despicable the actions, the reality is that celebrity rehab is almost always possible. The public has consistently demonstrated its willingness to forgive the deepest, darkest sins and crimes of celebs. In music, Ozzy Osbourne urinated on the Alamo and attempted to murder his wife. He came back with a hit TV show. In sport, Mike Tyson was convicted of rape and bit off a boxer’s ear only to star in The Hangover. In movies, Robert Downey Jr. became Iron Man after spending time behind iron bars. Why does this happen? People have a love affair with redemption. Literary works — from the Bible to Macbeth — have relied on these universal themes.

See the rest of the discussion here: http://arts.nationalpost.com/2011/02/14/culture-club-forgive-forget/

Thursday, July 22, 2010

Meltdown Mel and the Rebuilding of a Celebrity Image

Mel Gibson provides us with one of the most interesting case studies of celebrity brand rehabilitation out there. Let's take a look at where he was, where he's at, and how he destroyed the various segments of his brand base. Ultimately, I’ll address the question is Mel's brand past the point of no return?

A Selective Chronology of Mel Gibson’s Career
Let's go back in time to 1985 when Deloreans allowed us to do this sort of thing. Mel Gibson was the toast of celebrity. He had been awarded People Magazine's Sexiest Man Alive and he had the hottest actresses in Hollywood swooning over him by saying things like he's "the most gorgeous man I've ever met" (Sigourney Weaver). Indeed, the guy had the royal flush of looks. That's not a bad place to be to develop a gargantuan gaggle of female fans.


But Gibson had more than just a female fan base. His persona grew through the iconic characters that he played like Martin Riggs (Lethal Weapons) and Mad Max (Mad Max trilogy). These action characters grew Gibson's appeal with young men. In fact, in 2000, Gibson's star power was so universal and deep that he could drive blockbuster returns in action/dramas (the Patriot), romantic comedies (What Women Want), and animated family movies (Chicken Run). Let’s put this in a financial perspective. In 2000, the Patriot grossed $113 million, What Women Want $183 million, and Chicken Run $107 million. From my observations at IMDB, Gibson is only actor to be in 3 movies in one year that grossed over $100,000,000 each.

Of course, these numbers are impressive to any film producer and or studio exec. And if you are a good employee, as Gibson was, your bosses are your fans. So Mel made a lot of media moguls very happy- and a lot of the media moguls are Jewish. (Check out this fun article by Joel Stein on "Who Runs Hollywood".)

As we know, Mel Gibson was more than just an A plus-list actor- he was also a talent who could write, direct and produce epic films. Ask a group of guys what their favorite movies of all time are and I'll bet you'll hear "Braveheart" more than once. This movie champions the underdog and has contributed to some of the most inspiring moments in cinema. (YouTube clip - forward to 1:30) Through Braveheart, Gibson’s earned the respect and admiration of the artists in Hollywood and Braveheart was nominated for 10 Academy Awards and took home 5 Oscars including Best Director and Best Film.

Then of course, in 2004 Gibson did something totally off-the-wall. He produced the The Passion of the Christ. - a religious film with gritty levels of corporal punishment where the actors speak in Aramaic- a dead language. By Hollywood formula, this movie was doomed to fail. It was based on a religious theme, contained NC-17 level violence, was subtitled in an unusual language, and released in spring- traditionally a weak time for the box office. In spite of all of these "deficits", the film branded “A Mel Gibson Film: Passion of the Christ” became one of the top 15 best selling domestic box office movies of all times. Gibson's success in the box office was partly attributed to attracting a large Christian audience- a new and unlikely group of fans.

Gibson's personal life was also kind of cool. Gibson was rumored to be hard core partier, prankster on set and “an on the edge” kind of guy but he had also been married to the same woman for 28 years, a rarity in Hollywood where multiple divorces are the norm.(wiki) Even the Simpsons parodied America's love for Gibson and Marge felt a little randy thinking about Mel's fidelity and devotion to his family. In a way Gibson was like a wolf- as wild as he was he seemed to mate for life. This image clearly has a lot of sex appeal.

But all that began to unravel in 2006. Immediately before the release of Apocalypto, Gibson had a major meltdown. After being pulled over for drunk driving (12% blood alcohol level) in Malibu, Gibson called an arresting officer “sugar tits” and made his infamous insult to Jewish people. Gibson immediately had a PR team orchestrate a response: Issue an immediate apology, lie low to decrease the intensity of associations linking Gibson to racism and drunkenness, then beg for forgiveness from the Jewish community. Headlines about Gibson’s racism were extensive and the damage to the Gibson brand was particularly strong in Hollywood circles. Endeavor Agency founder Ari Emanuel wrote an open letter to the Hollywood community requesting Mel Gibson be blacklisted. Shock jock Howard Stern called Gibson "a filthy anti-Semite". Rob Reiner said that Gibson’s apology for his drunken remarks was not enough and Joan Rivers said that Mel Gibson "is an anti-Semitic son of a bitch. He should f’ing die!” (Wikipedia)

That being said, Gibson had several Hollywood defenders come to his side including the late Patrick Swayze, Jodie Foster and M. Night Shyamalan, Robert Downey Jr, and Richard Donner. These celebrities blamed Gibson's alcohol for Gibson's problematic behaviour.(Wikipedia)

Then in early 2009, paparazzi publshed photos of Gibson having an affair. In April of the same year, Gibson debuted his pregnant girlfriend, Oksana Grigorieva, at the premiere of X-Men (Times) and began divorce proceedings with his wife of 28 years. The divorce settlement was kept private but reports surfaced estimating Gibson's treasure between $800million and $1.2 billion. Gibson’s wife's share via the divorce settlement has been estimated around estimated at $470,000,000 with the couple sharing joint custody of their 7 children. (Australian, TMZ, BittennBound). But, Gibson's affair with Grigorieva was short lived. In April, 2010- the couple split after Grigorieva delivered Gibson's 8th child (People).

On July 12th, the first of series of professionally audio-recorded phone fights between Gibson and Grigorieva were released by Radar Online, an independent online entertainment magazine. These files ended up being cover stories on celebrity magazines, lead stories on news variety shows, and fodder for talk show banter. Far worse for Gibson is that the recordings make for excellent Internet consumption. The transcripts of Gibson’s rants are truly despicable and disgraceful but do not give justice to the intensity of hatred and anger that Gibson spews. You can listen to the alleged recordings here. Warning they are extremely fowl. (Censored Leak "Racist rant"; Uncensored "Angry Racist Rant", Uncensored Violent Rant If these tapes are indeed legit and non-doctored, Gibson has assaulted his girlfriend while holding their child, and slurred against Blacks, Hispanics and his girlfriend in venomous, toxic rages.

So what’s the point of the above chronology? The point is this- Gibson was the Hollywood hunk who could act, produce, and direct blockbusters in pretty much any genre. He was the guy who earned critical acclaim from his peers and lived the ultimate success story in art, business and family. And, he was the “edgy man” with one of the largest fan bases out there. Then he had 2 major meltdowns that stripped away his fan segments. Through his verbal abuse and alleged physical abuse of his girlfriend, he obliterated his female fan base; through his derogatory slurs against Jews, Blacks and Hispanics, he has enraged many in Hollywood, insulted those ethnic groups and offended the sensibilities of all people; through his adultery, Gibson betrayed his family; through his cursing, Gibson blasphemed his Passion viewers. In short, Mel's image stripped away pretty much every segment that loved him. In the process he was fired by his talent agency and is getting counselling from Britney Spears. Things do not look good for Gibson’s brand.

Should Mel Gibson be Rebuilt?
I am going to by-pass a lengthy discussion on the question Should Gibson’s career even be rebuilt? Even though ideologues make the case that society should not reward behavior like this, the reality is that many celebrities have done a lot of horrendous things and have come back. Alec Baldwin was caught on tape making menacing threats against his 14 year old daughter who he called “little pig”. Charlie Sheen’s been in hot water for multiple accounts of domestic violence. Michael Jackson had a litany of child molestation charges. But the grand-daddy of sick behaviour belongs to director Roman Polanski who was convicted of drugging and anally raping a 13-year-old girl. Yet, Polanski never served any criminal punishment for that despicable crime. Celebrity seems to create immunity to deviant behaviors.

Complexities of the Gibson image rebuild
The Gibson rebuild is more complex than other celebrity brand rebuilds for a few reasons. First, because of Passion of the Christ, Gibson was exposed as a practicing Catholic meaning that his recent behaviors are hypocritical. Hypocrisy adds a juicy nice news story dimension and makes forgiveness a lot less believable. Second, Gibson’s rants are tailor made for the Internet. Unlike the other transgressors, Gibson voice is all over MP3 files that are being virally spread over the internet. Third, Gibson already has done one Mae Culpa so a second one is less likely to be believed. There is a line in the movie Thank You for Smoking where the Captain (Duval) asks Nick Naylor (Eckhart) if he likes his work. Naylor responds, “Yes sir…if you can do tobacco, you can do anything.” Well, in PR, if you can rebuild Gibson, you can rebuild anything. Let’s dive into the best way to do it.

Perspectives on Mel Gibson image rebuild
Gibson is currently lying low and not making public statement. This is standard PR celebrity rebuild strategy. Defense of Gibson is being done by a 3rd party through the court system. Some of this may involve discrediting Grigorieva. In the meantime, the PR firm is collecting the facts, advising Gibson to keep out of the public eye. The next steps of the conventional strategy are:

1> Once the scope of the recordings has been ascertained, issue an apology to family, fans and take ownership of the rants. It is easy to believe that Gibson was under the influence of alcohol during some of these rants. Gibson the actor clearly has the ability to deliver a charmed “I’m sorry”.
2> Check into substance abuse rehabilitation, relationship therapy, and anger management classes.
3> Quietly settle a child support settlement with Grigorieva., if possible. Some would call this hush money.
4> Stay out of the public eye- and trouble for a couple of years. A sabbatical to one of Gibson’s islands could be one of the resting places.
5> Return to his trade using a big talk show circuit.

But there are a few glitches with this approach. First, the recordings are being leaked out one at a time and appear unlikely to stop. Furthermore, Gibson, who was clearly unaware that he was being recorded, has no idea how many more recordings remain or what might be on the subsequent recordings. This makes the “I’m sorry” defense positioning much trickier. I will argue here that the ongoing recording leakages are calculated and orchestrated to exhibit maximum damage to the Gibson image. The ongoing leaks that link Gibson to violence and racism are going to be harder to shake. It appears that hell hath no fury like a woman scorned– especially when she teams up with Radar Online. Second, Gibson’s already had a major Mea Culpa and has already burned a tremendous amount of goodwill with media friends, colleagues, and his public. In other words, a radical, non traditional approach is necessary for the Gibson rebuild.

So, while Gibson has his lawyers defending his financial interests, family interests, and honor in the court system and has detectives examining illegal recording of phone conversations, extortion etc., here are a few much less conventional PR brand image rehab approaches.

Get on a popular sitcom... Rather than lying low, Mel Gibson’s should increase his visibility. That’s right- Gibson ought to do the exact opposite of what conventional publicists, agents and managers will be recommending. While Gibson’s recordings continue to drip out like Chinese water torture, Gibson should be making a guest appearances in some tv shows. If Gibson appeared on, say 2 and a Half Men, Gibson will be appearing in a popular comedy which will help take some edge off of his angry, abusive image. Viewers frequently spill television/movie characters’ persona on to the actor himself (the argument I made about how Gibson attracted his male fan base) and a likeable character can return some Gibson goodwill. Furthermore, Gibson would be staring alongside Charlie Sheen who is himself going through a difficult period. If Sheen gets some forgiveness, surely some spill-over forgiveness can head Gibson’s way. Why would 2 and a Half Men go for this? Ratings. Ratings. Ratings. Who wouldn’t want to tune in to see how Meltdown Mel is doing?

Get back to the Robyn's Nest... if you can!
The people betrayed the most in the scandal has been Gibson’s ex-wife Robyn. Ironically, she is the woman who has been Gibson’s most ardent defender and, according to TMZ (http://www.tmz.com/2010/07/15/mel-gibson-robyn-gibson-declaration-domestic-violence-court-filed/) has stated, : "Mel never engaged in any physical abuse of any kind toward me before, during or after our marriage” and "Mel was a wonderful and loving father." Whether she has financial incentive to keep Mel out of trouble – or if the woman is just a saint- in either case, Mel returning to his wife would certainly be a public relations triumph.

Film is where it's at for Mel
The best of Gibson's career past is in library of 30 years of films. So an active campaign to have Gibson reruns on cable TV and networks is an obvious step to relink audiences with the likable Gibson of old. Which takes us to the final point.

Gibson still has a fortune to spend on movie-making. Getting Gibson very quickly behind the camera to direct another Icon Pictures film would shift some of the nasty press to “Gibson is shooting another movie.” Gibson’s still got the money to hire an A lister (IMDB reports that he was in early stages of a Viking movie that may star diCaprio) or go it alone with another independent headline-less film. Any film produced by Gibson will receive tremendous publicity which will reduce marketing costs and make making a profitable film that much easier. This is what helped to bring back Sheen, Polanski, and Baldwin. The faster Gibson is back at what he does best, the better off he is.