Hi all
This is yet another example for the Corporate PR disaster.
This only goes to show the same problem could have been handled
better.
ICICI Bank is trying to pacify silent agitating customers and
Jet Airways is pacifying the vocal agitating employees.
one is an example of pro-active approach and another an extreme
reactive approach. Both these have enough lessons to be learnt.
Regards
Santosh Balan
--- In prpoint@yahoogroups
>
> Naresh Goyal acted in a hurry. Normally, one should be prepared to
handle
> communications in such crisis. Any sensible communications
professional
> would have advised him against going in for such a drastic step!
It's simply
> bad PR! We often advise our clients that internal communications is
more
> important than external communications. I think Jet has failed in
internal
> PR.
> He obviously miscalculated the impact - internal and political. He
did not
> visualise the difference between people losing jobs abroad and in
India.
> This is a country where indebted farmers commit suicide. Rising
prices of
> onions can cause tears to governments and result in their
dislodging.
> Had the decision to sack Jet Airways employees not been withdrawn,
it would
> have created chaos at Mumbai airport - knowing the following that
MNS and
> Raj Thackeray have.
> Finally wiser counsel prevailed and Jet management has been
grounded!
>
>
> On 17/10/2008, Prime Point Srinivasan <prpoint@...
> >
> > dear friends
> >
> > Probably, this is a bad time for the 'so called brands'. Image
Crisis
> > happens due to their own actions. At global level, big brands
like Lehman
> > Brothers, AIG, etc are facing huge crisis both financially and
image wise.
> > The 'brands' built by the Brand Managers at huge cost, could not
help these
> > organistions at that time of crisis. Finally, it is their own
individual
> > performance and the public perception matters for any company to
survive.
> > All 'high funda' jargons have proved to be failures.
> >
> > In Indian scene, ICICI with all the high profile brand, is
struggling to
> > change the 'hidden perception' of their own depositors and
general public.
> > Billions of rupees spent by them all along in building
thier 'brand' could
> > not come for their rescue. Becuase, while building their brand,
they have
> > failed to look into their own behavioural aspects. Their past
arrogant
> > behaviour with customers, usage of thugs, are unfortunately
coming into the
> > minds of the general public, while they are facing this crisis.
ICICI has
> > even filed a police complaint against those who send SMS against
the Bank.
> > Fortunately, they have not got a 'stay' from the Courts 'not to
perceive
> > badly in public minds'. Hope ICICI also will learn a great lesson
out of
> > this crisis, to 'touch the heart' of the people, than to 'touch
their
> > purse'.
> >
> > This is a great lesson for all the corporates world over.
> >
> > In the past two days, Jet Airways, has played some 'drama'.
> >
> > Jet Airways, has been claiming to be one of the best brands,
sacked
> > overnight 1900 of their employees, throwing out all the basic
courtisies of
> > human aspect. The reason was 'financial conditions'. Union
Govt. had to
> > summon the Chairman of Jet Airways and asked him to resolve the
issue
> > within 24 hours. Now, Jet Airways has reinstated the entire
dismissed
> > employees.
> >
> > Mr Nresh Goyal, Chairman of Jet Airways tells in the TV channels
that he
> > was not aware of the sacking of employees and the Management had
done
> > without his knowledge. It is another great comedy of the year.
Instead of
> > owning the responsibility, he brings in a good humour through such
> > statement.
> >
> > Knee jerk reaction of Jet Airways(ultimately without any gain)
has revealed
> > their real attitude. Many past and current employees have given
interviews
> > in the media about the bad policies of Jet Airways. Lot of dirty
linens were
> > washed in public against Jet Airways.
> >
> > As i said, it is not the amount spent in branding the company
will improve
> > the perception. It is only the real and genuine concern for the
> > stakeholders will develop the brand.
> >
> > My personal rating of Jet Airways earlier was 8 out of 10. Their
knee jerk
> > reaction, consequent media reports, statement of Naresh Goyal
have all
> > brought my perception to 3 or 4 out of 10. I sympathise with the
Corpcom
> > Managers / PR Agencies of Jet Airways, who will be struggling to
restore the
> > perception of their stakeholders.
> >
> > I invite members to react
> >
> > srinivasan
> > Moderator
> >
> >
> >
> >
> >
> >
> >
>
>
>
> --
> Regards
> BNK
> Call: CDMA: 93210 48332
> 93200 48332
> GSM: 99201 68222
>
> Landline: 022-40558914
>
> ========
> B N Kumar
> President
> Concept PR - "Agency of the Year" award winner from PR Council of
India
> ============
>
Change settings via the Web (Yahoo! ID required)
Change settings via email: Switch delivery to Daily Digest | Switch format to Traditional
Visit Your Group | Yahoo! Groups Terms of Use | Unsubscribe
__,_._,___
No comments:
Post a Comment