Archive for the 'Observations' Category

26
Aug
10

Lord Bell, Wealthy Men and Evil Deeds …

Lord Bell, possibly the most well known public relations practitioner in the UK, weighed into the debate over the ethics of country branding in a very short interview in PR week on August 13th (see our views on country branding at the end of this posting).

It is his view on the wider moral question of the right to representation of anyone, no matter what their status in life, (or indeed of any organisation) that is of most interest here.

He repeated a view that he has consistently held over many decades and which represents a particularly conservative and English establishment approach to ethics in general.

In effect, Lord Bell takes a position that might be said to compare the higher level of PR with the advocate in law – just as the barrister represents his case, even for the most vile of criminal, on the basis that every defendant has the right to a representation of his case in an adversarial system so any individual, country or corporation has the right to make their case in the court of public opinion.

The Lord Bell is consistent but he has judgement – there are lines he will not cross because he ‘knows which side his bread is buttered’ within the British commercial and political establishment. A more radical advocate, such as the controversial Jacques Verges, might well be prepared to go over that line and represent terrorists, war criminals, holocaust deniers and heads of state who have been accused of crimes against their own people.

Does Lord Bell’s position give ‘carte blanche’ for Verges? Of course it does because ‘free speech is the one absolute view [he has]‘, according to the interview headline.

For Lord Bell, morality is an individual matter. This is the idea that a man must sleep at night and that there are only so many meals he can eat so doing bad things is something for him to decide upon himself in the context of his own peace of mind and level of greed. 

It presupposes either a very strong belief in judgement in the next world (or karma) or an existentialist or virtuous pagan code of conduct unknowable to all but the individual concerned. It is definitely not going to be the default position of the socialist or social liberal or indeed the Christian who does not have a strong sense of fire and brimstone.

Implicitly, Lord Bell suggests that a conscience clause in PR is perfectly reasonable and one of our Directors indeed negotiated such a clause in relation to certain matters in a previous life with no difficulty – moral people often lack courage to ask at the job interview for something surprisingly easy to grant …

But the corollary to this moral individualism is that the corporation, which has its prime duty in law to shareholders and must work within the law of the land, has no intrinsic morality because it can have no moral status in itself.

If society does not want rapacious East India Companies, then it must either boycott such companies in their capacity as individuals or expect the State to impose a shared and equal public morality on corporations through some statutory obligation. 

We are about to see such an obligation in the 2010 Bribery Act which will force hundreds of executives into a moral stance that previously depended solely on the personal moral position of individuals and on the judgement of Boards legislating for their own practice.

Lord Bell’s view is a difficult one for many activists and liberals to understand. The imbalance of power between states, corporations and wealthy men on the one hand and the atomised nature of the individuals subject to their power means that weight of capital can buy the likes of Lord Bell and their exceptional access to editors and politicians. Bell can help ’crush’ the complaints and objections in the street – whether by charm or through injunction.

Activist liberals will also have an absolute view of morality that goes beyond free speech and rights of representation. Across Europe, the opinions of holocaust deniers are suppressed by liberals (albeit through the law of the lands concerned) because they are deemed ‘beyond the pale’ while some progressives find no difficulty in manipulating the truth and seeking to exclude uncomfortable and dissenting opinions if they do not accord with their campaign objectives.

Whatever you may think of the BNP (we dislike what they represent intensely), there was a concerted and probably unnecessary and occasionally violent attempt to suppress their ability to communicate on absolute moral grounds that conflict with Lord Bell’s equally absolute moral commitment to free speech.

There is merit in both sides of the argument here. Lord Bell is right that everyone has an equal right to free speech and that debate expressed through capable advocates is going to come up with much better solutions to the resolution of difficult issues than the sclerotic command culture of any ideology.

The progressive critics are right that, though this be true, the individual with few resources does not have the access to skills and power that the person with significant resources can have (our country branding posts – see below – look at this from a sovereign perspective). Imbalances of power in being represented are a moral issue if you accept, as Lord Bell appears to do, that all persons have certain equal rights to free speech.

Unfortunately for the progressives, their argument has been vitiated somewhat by the rise of the NGO and campaigning group that does not respect the truth and which uses propaganda in preference to public relations.

Self-appointed representatives of the ‘victim’ have filled the gap in power but where Lord Bell represents for a fee on a capitalist basis, the NGO represents the ‘victim’ on an ideological basis in which the ‘victim’, in fact, has very little say in how the argument is conducted or whether his actual interest is being considered.

Whether the proponents on both sides are taken up by the Democrat Left or Republican Right, the New Labour Left or the High Tory Right, many of the apparently private reputational battles that we see now are little more than extensions of politics by other means.

The actual individual wealthy person and the actual weak victim of power are increasingly becoming caught up in political struggles where injustices are perpetrated against the former and the latter are used as pawns in games designed to change policy in faraway countries. 

It has become a sport for the endocrine systems of particular personality types in which reason and truth (such as it is) have been thrown to the four winds.

In seeking to ‘do justice’ to the masses based on absolute values that go beyond the liberal as an ideological commitment, NGOs and activists can themselves become perpetrators of grave injustices in regard to the personal reputation of the wealthy and the powerful.

The habit of manipulation and lying (even fraud in the presentation of data) can degrade the underlying message of such activists – that imbalances of wealth and lack of consultation, democracy, scrutiny and transparency require major change.

A few over-eager activists and campaigners who lack the judgement of the type of their ‘enemy’ (Lord Bell) are undermining the general cause of political reform and transformation through their impatience and their determination to assert that their absolute moral standards and ideology trump all other liberal considerations. 

Such considerations include the right of a man to personal privacy (where public interest is not involved) and to a true representation of themselves and of their dealings no matter how wealthy or powerful they may be.

In other words, a wealthy man is not necessarily evil because he is wealthy and it is an injustice to treat him in that way.

This Blog posting on the ethics of PR representation follows two others elsewhere that are more concerned with the debate over country branding.

The first, in the East African Ratio Magazine, argues that country branding is of little value unless it is professionally managed administratively by the political staffs that commission it.

The second looked at  the broader issue of developing country administrative capability and draws the conclusion that combining sovereignties in regional groupings to build administrative experience and muscle is probably the only alternative to colonial dependency or internal one party rule.

10
Mar
10

golden baubles and no lead balloons

We are well into that time of the year when awards dominate trade and national headlines with Oscars, BAFTAS, Golden Globes and numerous industry accolades being handed out.

It is also about time that our Managing Director, Roger White, had one of his occasional blasts about something that irritates or bewilders him, with the forlorn hope that his heartfelt (or is it tongue in cheek) tirade may have some minor influence for the better. But this year he has decided to look at the other side of the coin – and hand out a few plaudits in the hope that others will take note.

We have spent a lot of time in the last year helping some of our major multinational clients align their brand with what the market actually expects from them i.e. making the brand deliver a real contribution to their bottom line.

It is no good spending your marketing budget on a great set of brand messages if the simple fact is that your customer experience just doesn’t live up to your claims. Worse still is when your leadership lacks the internal credibility to do something about it.   

And so, “the customer experience” is the subject of this year’s very personal awards, in which we blatantly fawn over those who might be susceptible to a bit of well deserved flattery.  

This year we award our Whiteboard Golden Freddies (named after my trusty car that finally gave up the ghost after years of great service) to those organisations who have gone above and beyond the call of duty, unwittingly, to please our Managing Director in his globetrotting, international, jet-setting lifestyle. His very personal list of nominations for brand hero, in no particular order, looks like this:

1 Easyjet: anyone who flies every week with easyjet knows what a great service and real value for money they offer nowadays.

Clean, modern (often brand new) planes, young enthusiastic and customer focused cabin crews and a really impressive punctuality record – in my experience most delays are due to weather or, more often than not, the passengers themselves arriving late and delaying everyone else. Deservedly, for (usually) getting me to the office on time, a Golden Freddie goes to Stelios’s boys and girls.   

2 Yotel: these personal pod hotels are the latest brainchild of serial entrepreneur Simon Woodruffe.

The Yo brand means innovation and quality and, with pods at Heathrow, Gatwick and Schipol, this has become a refuge for the beleaguered traveller. Modern, quiet, comfortable well equipped pods and, again, young enthusiastic customer-service led staff make Yotel a haven of rest and peace in a turbulent airport environment.

3 Renault France and their Concessionnaire SEGEA in Condom: a brilliant mix of online and traditional personal service shows just how an integrated service can work when done well.

I went online at 9.00pm in the evening to the French websites of five different car makers and sent requests for test drives, to be arranged through my local concessionaires. Before going to bed I had a reply back from Renault France. By 9.00am the next morning my local Renault dealer, SAGEA, had sent me an email quote and by 10.00am I had a call from them. Two days later I had a test drive. I was half way to buying a Renault before the other marques had even bothered to follow up my expression of interest.

(P.S. Renault won the contest easily and got the sale. Then they gave even better post sales service. Everything really did work in an integrated fashion; their brand and marketing were completely aligned – great job!)    

4 Tunbridge Wells Railway Station Coffee Shop: you don’t have to be a global brand to win a Golden Freddie.

Our Station Coffee Shop is almost a one man (with several hard working ladies and youngsters) exhibition of great service, quality produce, and customer focus. At peak times in the morning, watching six customers being served simultaneously, the personal tastes of each being remembered and the individually-made coffee being consistently the same good quality, makes the slog into London bearable for many battle hardened commuters – me included. (And the bacon sandwiches are delicious!). Similar local heroes exist all over the UK and the big boys can learn from all of them.  

5 Waterstones: once again here is a classic example of a business that knows its customers and gives them what they want.

That is, a great choice, well organised and displayed; a quiet unobtrusive atmosphere that lets you browse and make your selection at your own pace; and knowledgeable staff who go that bit extra to help you find what you are looking for. I read one of those “worthier than thou” tirades against Waterstones in the Guardian Online about them killing the spirit of book buying – what a load of arrogant, intellectual tosh! These guys give me what I, and thousands like me, want, so in my “man in the street” view they get a well deserved Freddie.     

(Mind you, that doesn’t mean that there is not a place for excellent community- or subject-centred independent bookshops and an honourable mention, engineered by the Chairman in the month that Watkins went sadly into Administration, goes to the esoteric bookshop Treadwells in Tavistock Street which has everything weird and wonderful that is beyond Waterstone’s popular brief. Its market is small but it serves it well. Let a thousand flowers bloom so long as they meet their mission!)

The recipients of our Golden Freddies are all great examples of some golden rules of marketing, and of business in general.

  • Firstly, the customer is king – know them, know what they want and give it to them every time.
  • Secondly, do what you promise to do and do it well; if you get it wrong say so and put it right with no fuss, no argument and at least a modicum of goodwill
  • Thirdly, make sure your brand reflects what your customer sees in reality. To quote “do what it says” on your tin.

Price is almost irrelevant (not quite but almost) if you give the customer what they think they should be getting from you. It’s all about matching expectations and desires with delivery.

If you align your brand promise with what your customer experiences, you may be the lucky winner of our or someone else’s Golden Freddie next time around! If you need some help, give us a call.

Just for the record, we don’t act for any of these companies – we just think praise should go where praise is due.




 

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©2009-2010 The Pendry White Partnership Limited. Unauthorized use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Pendry White and Whiteboard with appropriate and specific direction to the original content.
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