Comments on: American Airlines Brand Stumbles http://www.brendondavid.com/2009/11/american-airlines-brand-stumbles/ Wed, 16 Nov 2011 15:09:57 +0300 http://wordpress.org/?v=2.8 hourly 1 By: admin http://www.brendondavid.com/2009/11/american-airlines-brand-stumbles/comment-page-1/#comment-231 admin Sat, 14 Nov 2009 08:04:27 +0000 http://www.brendondavid.com/?p=684#comment-231 @Billy Thanks for reaching out. So glad you were able to catch it. I have to say that many brands many not have reached out to me and my readers. Kudos to you and American Airlines. @Billy Thanks for reaching out. So glad you were able to catch it. I have to say that many brands many not have reached out to me and my readers. Kudos to you and American Airlines.

]]> By: Billy Sanez http://www.brendondavid.com/2009/11/american-airlines-brand-stumbles/comment-page-1/#comment-230 Billy Sanez Fri, 13 Nov 2009 20:55:37 +0000 http://www.brendondavid.com/?p=684#comment-230 As soon as we found out about this issue, we removed the program that had incorrect branding. It was an error in the program aggregation. We appreciate the heads-up. Billy from American Airlines. As soon as we found out about this issue, we removed the program that had incorrect branding. It was an error in the program aggregation.
We appreciate the heads-up. Billy from American Airlines.

]]> By: admin http://www.brendondavid.com/2009/11/american-airlines-brand-stumbles/comment-page-1/#comment-221 admin Sun, 08 Nov 2009 20:11:07 +0000 http://www.brendondavid.com/?p=684#comment-221 @konrad Thanks for posting. Very good point you make. Sounds like the brand manager is the last line of defense in a situation like this. While you hope that the vendor get's it right, you stil have to mind your p's and q's. Thanks for your fresh POV @konrad Thanks for posting. Very good point you make. Sounds like the brand manager is the last line of defense in a situation like this. While you hope that the vendor get’s it right, you stil have to mind your p’s and q’s. Thanks for your fresh POV

]]> By: Konrad Ribeiro http://www.brendondavid.com/2009/11/american-airlines-brand-stumbles/comment-page-1/#comment-220 Konrad Ribeiro Sun, 08 Nov 2009 19:24:15 +0000 http://www.brendondavid.com/?p=684#comment-220 Wow. Glaring consumer-facing error. Having said that, your point that there are almost innumerable consumer touch points is the key - Brand Managers are essentially obliged to hire agencies to hit them all. I wouldn't put this on the Brand Manager as much as on the agency. They are paid a hefty sum to get this right. And there are definitely 20 other agencies that would gladly take the fee and get it *right*. Yes, the buck stops with the Brand Manager but I'd ding him for poorly vetting the agency as much as for the content SNAFU. As a Brand Manager, my team caught a spelling error on packaging that our print agency was supposed to be proofing. At the end of the day, we caught it (yeah!) but they didn't (boo) so they will pay the price. Wow. Glaring consumer-facing error. Having said that, your point that there are almost innumerable consumer touch points is the key – Brand Managers are essentially obliged to hire agencies to hit them all. I wouldn’t put this on the Brand Manager as much as on the agency. They are paid a hefty sum to get this right. And there are definitely 20 other agencies that would gladly take the fee and get it *right*.

Yes, the buck stops with the Brand Manager but I’d ding him for poorly vetting the agency as much as for the content SNAFU.

As a Brand Manager, my team caught a spelling error on packaging that our print agency was supposed to be proofing. At the end of the day, we caught it (yeah!) but they didn’t (boo) so they will pay the price.

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