Trendwatching’s October brief – Servile Brands, reminded me of a favourite OTA which was generating some buzz recently for publicly firing its PR agency. (enough clues, but no names lest I should be accused of SEO bait 😀 ) ‘Servile’ is defined as “turning your brand into a lifestyle servant focused on catering to the needs, desires and whims of your customers, wherever and whenever they are.” It relates to brands having to evolve to factors such as (from the trend brief) on demand, time compression and consumers no longer revering brands.
Meanwhile, I would think that being ‘servile’ is scalable and useful only to a certain extent, even if an organisation is supremely wired to be the jargon word that is on an upward swing in the hype cycle – social business. In fact, I’d argue that a business can be social only if it has a clear understanding of what it stands for in terms of what its business is and how it conducts it, who its consumers are and therefore what needs it wants to satisfy. (the order of the last 2 can be switched as well) I also instinctively think that brands which can communicate this clarity across its various interactions will pull the kind of consumers it wants to have.
‘Servile’ implies that brands place the consumer’s needs above its own. I’m really not sure of this. Social or not, brands are in business. I doubt if bending over backward on every service request that every consumer has is a viable strategy. The reason why I remembered the aforementioned OTA is because of their reaction to an incident I wrote about in ‘Mean Brands‘.
The current version of social – pandering to every consumer – is arguably swinging to this extreme. Hopefully, brands will soon learn that there is a middle path and that is the most viable one. The brands who reach there faster will be able to weather the storms ahead better, because they would have a compass. The compass is their clarity of purpose. Scaling it across the organisation is the challenge, and the fun. 🙂
until next time, all clear?