Brands & Crisis Management: Drawing the Line between Good and Bad Practices (with Shep Hyken, Customer Service and Experience Expert, Shepard Presentations & Forbes.com)
08/18/20 • 23 min
RECORDED BEFORE THE CURRENT SANITARY CRISIS
Major brands regularly experience crises and make the news for alleged fundamental rights violations or similar breaches with high social stakes. Think racial discrimination, privacy and data breaches, sexual harassment at the workplace, or even life-threatening health hazards such as food poisoning.
This episode sheds light on brand crisis management, the impact of such crises on brand value and intellectual property assets, as well as the solutions and good practices of proactive and remediation plans.
Our guest, Shep Hyken, is Chief Amazement Officer at Shepard Presentations, St. Louis, Missouri, USA. Mr. Hyken is a customer service and experience expert, best-selling business author, and regular contributor to the Leadership Strategy section at Forbes.com. He explains and illustrates the spectrum of brand crises and the different ways—good and bad—to handle them!
Every two weeks, on Tuesday, Brand & New gives the floor to inspiring individuals, with a 360-degree vision, to help brand owners, intellectual property lawyers, and marketing and finance professionals (and beyond!) stay curious and agile in an ever-evolving business environment.
Brand & New is a production of the International Trademark Association
Hosted by Audrey Dauvet - Contribution of M. Halle & S. Lagedamond - Music by JD Beats
FOR MORE INFORMATION, VISIT INTA.ORG
To go further:
About Shep Hyken (link to https://www.linkedin.com/in/shephyken/ and https://hyken.com)
Also of interest:
- INTA 2020 Annual Meeting & Leadership Meeting: Track—Managing Your Brand in Times of Crisis (link to: https://www.inta.org/inta-events/education-tracks/)
- INTA Bulletin: “Don’t Go Dark: An Interview with Edelman’s Jennifer Cohan on Brand Response to COVID-19” (link to: https://www.inta.org/perspectives/dont-go-dark-do-not-stand-on-the-sideline-an-interview-with-edelmans-jennifer-cohan-on-brand-response-to-covid-19/)
- INTA News: The Effect of a Data Breach on Brand Value (link to https://www.inta.org/data-protection-committee-update-the-effect-of-a-data-breach-on-brand-value/)
- INTA's Recommendations to Enhance Brand Value Through Data Protection (link to https://www.inta.org/Advocacy/Documents/2018/Recommendations%20to%20Enhance%20Brand%20Value%20Through%20Data%20Protection.pdf)
- Blog about crisis management (link to https://brandfolder.com/blog/crisis-management)
RECORDED BEFORE THE CURRENT SANITARY CRISIS
Major brands regularly experience crises and make the news for alleged fundamental rights violations or similar breaches with high social stakes. Think racial discrimination, privacy and data breaches, sexual harassment at the workplace, or even life-threatening health hazards such as food poisoning.
This episode sheds light on brand crisis management, the impact of such crises on brand value and intellectual property assets, as well as the solutions and good practices of proactive and remediation plans.
Our guest, Shep Hyken, is Chief Amazement Officer at Shepard Presentations, St. Louis, Missouri, USA. Mr. Hyken is a customer service and experience expert, best-selling business author, and regular contributor to the Leadership Strategy section at Forbes.com. He explains and illustrates the spectrum of brand crises and the different ways—good and bad—to handle them!
Every two weeks, on Tuesday, Brand & New gives the floor to inspiring individuals, with a 360-degree vision, to help brand owners, intellectual property lawyers, and marketing and finance professionals (and beyond!) stay curious and agile in an ever-evolving business environment.
Brand & New is a production of the International Trademark Association
Hosted by Audrey Dauvet - Contribution of M. Halle & S. Lagedamond - Music by JD Beats
FOR MORE INFORMATION, VISIT INTA.ORG
To go further:
About Shep Hyken (link to https://www.linkedin.com/in/shephyken/ and https://hyken.com)
Also of interest:
- INTA 2020 Annual Meeting & Leadership Meeting: Track—Managing Your Brand in Times of Crisis (link to: https://www.inta.org/inta-events/education-tracks/)
- INTA Bulletin: “Don’t Go Dark: An Interview with Edelman’s Jennifer Cohan on Brand Response to COVID-19” (link to: https://www.inta.org/perspectives/dont-go-dark-do-not-stand-on-the-sideline-an-interview-with-edelmans-jennifer-cohan-on-brand-response-to-covid-19/)
- INTA News: The Effect of a Data Breach on Brand Value (link to https://www.inta.org/data-protection-committee-update-the-effect-of-a-data-breach-on-brand-value/)
- INTA's Recommendations to Enhance Brand Value Through Data Protection (link to https://www.inta.org/Advocacy/Documents/2018/Recommendations%20to%20Enhance%20Brand%20Value%20Through%20Data%20Protection.pdf)
- Blog about crisis management (link to https://brandfolder.com/blog/crisis-management)
Previous Episode
Branding meets Innovation (with Shelly Lazarus, Chairman Emeritus, Ogilvy - posted initially on May 2019)
In these trying times, innovation has never been so essential for brand owners, to adjust to new environments. That’s why we decided to rebroadcast the Brand & New episode (originally posted May 18, 2019) which interviews one of the marketing world’s most inspiring and powerful women, Shelly Lazarus, Chairman Emeritus of the global creative agency Ogilvy, based in New York, New York, USA. Shelly also serves on the board of Merck & Co. and the WWF, among others. This true evangelist for the power of brands has been paving the way for women in leadership roles for many years.
Innovation will be one of the key topics at INTA’s 2020 Annual Meeting & Leadership Meeting, November 16 to 20, 2020; see Track: Innovation & the Future of IP. Register now.
Every two weeks, on Tuesday, Brand & New gives the floor to inspiring individuals, with a 360-degree vision, to help brand owners, intellectual property lawyers, and marketing and finance professionals (and beyond!) stay curious and agile in an ever-evolving business environment.
Brand & New is a production of the International Trademark Association
Hosted by Audrey Dauvet
Contribution of M. Halle & S. Lagedamond - Music by JD Beats
FOR MORE INFORMATION, VISIT INTA.ORG
To go further:
About Shelly Lazarus (link to https://www.linkedin.com/in/shelly-lazarus-3bab1b6/)
About Ogilvy (link to https://www.ogilvy.com)
Also of interest:
Gen Z Insights: Brands and Counterfeit Products
(link to https://www.inta.org/INTABulletin/Pages/Gen_Z_Insights_Impact_Study_7408.aspx)
Brands and Innovation—On-Demand Recordings (link to: https://learning.inta.org/brands-and-innovation)
Brands and Innovation Committee (link to: http://www.inta.org/Committees/Pages/BrandsandInnovation.aspx)
Next Episode
What can Patent Management teach IP Practitioners in relation to Innovation? (with Dave Kappos, Partner, Cravath law firm - posted initially on August 2019)
First holding several executive posts at IBM—the world's largest patent holder-- during more than 25 years, then serving as Director of the U.S. Patent and Trademark Office (USPTO), and now in private practice, Dave Kappos has pretty much sat on all sides of the "IP table" over his career.
Dave is widely recognized as one of the world’s foremost leaders in the field of intellectual property. Today, he is a partner at the multi-awarded U.S. law firm Cravath, based in New York, New York, USA, and an an adjunct professor at Columbia Law School and Cornell Law School. He has received numerous accolades, including being named one of the “50 Most Influential People in Intellectual Property” by Managing IP and one of the “100 Most Influential Lawyers in America” by The National Law Journal.
Dave's unique career pathways -having started as a development engineer- give him a complete approach of the interactions between IP and innovation, from patents to brands, so no doubt there is a lot to learn in this episode for all IP practitioners, and beyond.
Every two weeks, on Tuesday, Brand & New gives the floor to inspiring individuals, with a 360-degree vision, to help brand owners, intellectual property lawyers, and marketing and finance professionals (and beyond!) stay curious and agile in an ever-evolving business environment.
Brand & New is a production of the International Trademark Association
Hosted by Audrey Dauvet
Contribution of M. Halle & S. Lagedamond - Music by JD Beats
FOR MORE INFORMATION, VISIT INTA.ORG
To go further:
About David Kappos (link to https://www.cravath.com/dkappos/)
About Cravath (link to https://www.cravath.com)
Also of interest:
INTA 2020 Annual Meeting & Leadership Meeting; relevant education tracks include “Patents” and “Innovation and the Future of IP” (link to www.inta.org/2020annual)
Articles by David J. Kappos:
MITSloan Management Review: “Innovation-Based Technology Standards Are Under Threat”
Fortune: “Why America’s Patent System Is Not Killing Innovation”
Articles about patent wars:
The New York Times: “Apple and Samsung End Smartphone Patent Wars”
IP Watchdog: “A Poor History of Wright Brothers Concludes They Were Patent Trolls”
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