Social Media Strategy After Tragedy Strikes

It’s important to have a social media strategy. As Marketers it is important to get your message out in a consistent and timely basis; but how do you handle that when a tragic situation occurs within your community?   Does your team have a crisis plan in place within your social media strategy?

Recently there have been some very tragic news stories that were rampant throughout mainstream media.  When the horrible explosions occurred in Boston at the Boston Marathon finish line we at 3H, along with the brands that we represent, chose to extend our sympathies and then remain quiet in our social media streams.   In light of the situation that was the appropriate and respectful thing to do and we were happy to see that many companies and brands chose the same approach.

Alas common sense is not so common and sadly there is always at least one company that puts out a message that the general public is offended by due to poor timing.   https://twitter.com/stringsn88keys/status/324139615852298241/photo/1

Epicurious took a beating over these tweets and have since deleted them and apologized.

We can all learn a lesson by unfortunate situations like this.  Here is a great checklist that your social media team should keep on hand:

  • Turn off scheduled tweets/posts
  • Listen to what your community is saying
  • Just as you think before you speak (or should), think before you type and hit enter

If you happen to say something that you probably shouldn’t have:

  • Don’t delete your post and then go into hiding
  • Own up to it and do it quickly
  • Be honest and genuine in your apology

If you approach your Community with honesty and integrity, even if you made a mistake, your Community will respect you for doing what you can to make things right.  Once the dust settles your true fans and followers will still love you.

Quebec Heritage Brand Goes Social

CASE STUDY: A Quebec Brand: Adrien Gagnon Part II

A new Adrien Gagnon for today’s Quebecer!

Adrien Gagnon, the Quebec Natural Health Products provider for over 60 years, found themselves losing their relationship with Quebecers. As such, they needed to reposition their brand to the Quebecer of today, providing a contemporary and youthful image.

The first step was to re-brand their logo and their positioning (click here to find our more).

The Second step was to take that new look and feel and establish its presence throughout the social media channel and enhancing a stronger online presence.

1. Website
Adrien Gagnon is all about health and wellness so we re-designed the website to embody their brand values and represent the companies main selling point of Natural Products. To accompany the logo’s new look and feel we created a fresh looking website with new colours. The goal was to create a new vibrant look that speaks to health and vitality.

2. Social Media
We revamped Adrien Gagnon’s social media presence by changing their Twitter, Facebook and Youtube look. Creating banners and profile pictures to mirror the look and feel of the website and new logo gave a boost to the social media efforts already visible for Adrien Gagnon. In February, we participated in Hearth Month and created a month of themed posts that represent Adrien Gagnon’s health and wellness values.

From concept development, graphic design to positioning statements, we deliver solid re-branding strategies that are sure to embody your brand values and get your brand noticed!

 

Client Happiness… Happy Business

Suffice to say that in any business, client happiness amounts to a happy business– your business. In the advertising world where business marketing meets conceptual communications …objectives, strategies and creative all need to be integrated to provide the one strong solution … it’s important to keep the following in mind to earn client happiness!

This should be your mantra: KNOW THEIR BUSINESS. It’s the equivalent of being prepared when you go to an interview. You must do your homework. Research their market, the industry, the competitive landscape and the product offerings. Remember trust must be earned, so if you’re not prepared and you don’t offer up a knowledge base of their playground…clients will get nervous about entrusting their product, service or brand to you.

Be a partner and not a supplier.  Be accessible and make yourself a constant resource. In today’s speed of business,  marketing teams, brand managers and marketing directors feel the need to rely on external resources to get the job done…and done well. Be that external resource. How? Ask to be part of the strategic process. Keep current on industry news or competitive information. Send them articles of interest or highlight key opportunities that may be pertinent to their company’s or brand’s success. Watch their back… and they’ll only be too happy to invite you in their inner circle to get the value of your insight!

Don’t tell them what they can’t do, tell them what can be done. As an advertising or brand agency  it’s your job to sensitize them to the issues at hand, the potential problems of a certain initiative or concept…but if you leave it at that, that’s one more thing that they need to solve.  If you want to keep your clients happy, provide solutions. You not only need to highlight the potential risks, you need to provide solutions to deter that risk. That’ll make them happy!

We all know it, we all think it. Everyone is a marketer, everyone is an art director, everyone thinks their creative. Often I have been directionally briefed. I get asked to deliver on a pre-decided tactic… “We want a direct mail” or  “we need an advertising campaign”. Clients often know what they want, and they should. Afterall, they are the keeper of the brand. However, it’s our job to push the envelope and to ask the questions that may provide a hidden nugget, a new perspective, a different tactic. Our role as a brand advertising agency is to know about the next best thing about…well advertising and creative. So the rule of thumb…give clients what they need to see. Only then will they be receptive to a different approach and evaluate what you can bring to the table… making you again a partner in their business.

Prepare to WOW. It’s good enough is never enough. Go in with concepts and solutions that will WOW them. When presenting creative campaigns it’s important to go that extra mile. Understand the potential and limitations of each of your creative solutions and speak to them. Wow them, not only in what they see before them, exciting concepts, but in your thought process and preparedness to answer questions and provide insight.

One word. CARE. Ultimately that’s really the one word that wraps up all previous points. Care enough to matter. It’s about client service. There you have it. The secret on how to be a successful business.  What is client management if it isn’t about keeping the client happy. And what makes clients happy, what keeps them that way is pretty straight forward.

No matter what client services you offer, ultimately there is one factor that will keep them coming back, delivering on your promise, promptly, effectively and consistently. Client Happiness is guaranteed to make your Business Happy. It’s a perfect marriage.

Case Study: A new Adrien Gagnon for today’s Quebecer!

Adrien Gagnon, the Quebec Natural Health Products provider for over 60 years, found themselves losing their market, their leadership and their relationship with Quebecers. As such, they needed to reposition their brand to the Quebecer of today, providing a contemporary and youthful image. With our understanding of the regional market differences in Quebec, we were able to create a strategy that will speak to the Quebecer to re-establish Adrien Gagnon as a leader in health and wellness.

The first step in this process was to re-brand their logo and their positioning

Here’s how:

Positioning Statement

Adrien Gagnon is all about health and wellness. The goal for the new tagline was to create a simple message that would ultimately speak volumes for the brand. As a health and wellness company, «santé vous-bien» (“Be Well”) or Take Care of You, was the positioning statement that speaks best to what Adrien Gagnon is about. PLUS, the french tagline includes a fun play on words. The French word for health << santé>> and feel << sentez >> sound the same phonetically…so it was a natural.

 

Logo

The redesign of the logo was kept simple, peaceful and tranquil. We used 2 leaves in the corner of their name to represent wellness while keeping Adrien Gagnon’s name bold with a healthy green colour.

The 2 colours are representative of heritage (dark green) and growth (light green) illustrating the credibility and new stance that is now Adrien Gagnon. This new vibrant logo speaks to Adrien Gagnon’s health and wellness values and positions the company and young and vibrant.

From concept development, graphic design to positioning statements, we deliver solid re-branding strategies that are sure to embody your brand values and get your brand noticed!