Tagged: marketing

Requiem For An Idea

This is an obituary for an idea that sprang from momentary consternation, lasted 17 years, won awards and respect and recently died a quiet, undignified death.

It was September, 2007, a month after corporate slum lord Cerberus took over Chrysler from merger of unequals Daimler. My job was head of the company’s digital communications team, which included its media website, social media, broadcast media relations and video production.

Since all news releases issued by the company came through my team to be posted on the special website for media, I knew everything we were putting out there in hopes of winning coverage.

The truth is, earned media, as it’s known today, is a crapshoot. You post and pray, and most times whomever you’re praying to treats you like an atheist.

So one day I was looking over some recent releases that were posted to the media site and realized there were several that earned little to no media at all. As a journalist-turned PR guy, I knew these items would languish for lack of major news, but as a company employee I also knew the item was important to someone, probably an executive, who was banking on seeing some daylight for his or her little bit of news.

If you’re familiar with the process of creating a news release and related assets, you know a lot of work goes into it—writing, editing, approvals, re-editing, re-approvals…..miles of red tape.

This bothered me.

So in the course of literally a moment, I thought, what if we created a weekly video recap of Chrysler news that included some of those ignored items? It would give those stories another chance to reach an audience instead of just languishing and going nowhere.

Chrysler’s main logo at the time was the Pentastar, and there was a big pentastar-shaped window on the top floor of our Auburn Hills, Michigan headquarters.

So I titled the recap “Under the Pentastar.”

My bosses instantly approved going forward, but with zero budget.

No problem. I posed the idea to my team but told them we’d all just have to pitch in on a volunteer basis to produce the feature every week. OK, they said!

A signup sheet was posted and it didn’t take long for it to be filled with volunteers, including myself.

We posted what we called “UTP” on the media website, YouTube and our social media channels.

It took awhile but it slowly gained an audience. Those of us who narrated UTP became known and even had followers.

One member of my team, the wonderful Betty Carrier Newman, was a former anchor at WDIV in Detroit. Has a great voice. In fact, our boss nicknamed her “The Voice” long before the cheesy singing show.

Betty had her fans who looked forward to listening to her golden pipes.

As a former radio announcer and network news correspondent, I’d record some of the narrations as well.

One year, at the Los Angeles Auto Show I introduced myself to a worker setting up our stand. Now remember, I was on the air at CNN for almost 20 years. But when I told him my name, he said, “Ed Garsten…From Under the Pentastar! I  listen every week..love it!”

That’s when it hit me we’d really done something worthwhile.

UTP won an award from the International Association of Business Communicators (IABC) and maybe another. Can’t remember. It was more important that we’d won an appreciative audience.

When Fiat took over the company in 2009 and later changed the name to Fiat Chrysler Automobiles, (FCA) the Pentastar logo was discontinued. “Under the Pentastar” became “FCA Replay.”

Our new Italian bosses absolutely loved it and referred to it often in reverent terms.

All this time, the weekly video news recap was produced by team members who continued to sign up to write, produce, narrate it above and beyond their actual duties.

It was never slick the way an actual agency or production house might handle it, but we did our best with limited resources and it always looked at least professional.

After I retired from FCA in 2016 and the company was later taken over by the French, a new company was created called Stellantis. The team members I left behind changed the feature’s name again, accordingly, to “Stellantis Spotlight.” 

All this time, our two video editors/producers, Paul Cirenese and Peter Spezia kept it going. Never missing a week. I don’t know if I ever properly expressed how much their devotion meant to me. They’re two of the most solid souls I’ve ever been privileged to work with, along with Betty Newman and our incomparable media site manager Courtney Protz-Sanders.

In recent years I would only occasionally view Stellantis Spotlight as my life in retirement took on its own life. But I would check in periodically.

It had been a couple of months since I did when this week I noted there were no episodes after September 27th. The episode is below.

As a freelance auto reporter for Forbes.com I was well aware of the cutbacks and job losses at Stellantis and suspected “Stellantis Spotlight” fell to the budget ax, which is troubling, since it operated with no budget.

A few days ago I spoke to one of my former teammates about it.

Knowing it was something I still held dear she gravely informed me my suspicions were correct.

After more than 800 episodes over 17 years, under three different titles, our award-winning little weekly video recap created in a moment’s thought and kept alive by the power of devotion, just ended without ceremony.

Look, as trite as it sounds, nothing lasts forever, especially in the corporate world. But for the rest of my life, I will always be thankful for my dedicated team for embracing, then giving life to an idea borne in a moment’s thought, simply to give overlooked stories a second chance of being noticed.

Survey? My Opinion? Don’t Ask!

CustomersHateSurveysCan I ask you a question? OK. Can I ask you another question? And another, and another and another? If you’re like me, your email box is is stuffed with surveys that seem to pop up almost as soon as you’ve walked into a store, checked out of a hotel, debarked from a flight or stumbled out of a schvitz. It’s getting ridiculous.

One day I expect to receive a survey from my lungs asking how satisfied I was with my last 9,000 breaths and how likely would I choose them to process my subsequent breaths..on a scale of 1 to 5, of course.

Don’t get me wrong. I appreciate a business asking for input as a means of improving their product or service. My only regret is, to respond to every survey I receive would mean answering to my family and friends as to what I’d been doing for the last six days. “Oh, just answering some questions,” I could reply, which would, I’m sure spark the rejoinder, “here’s a question. Are you an idiot?”

2013-12-04-survey

Sometimes I actually warm to the task, especially if I’ve had an extremely positive or negative experience. True story: recently we checked into a mid-priced hotel for a two-day stay. Everything seemed fine…at first. We went about our business for the day and when we returned for the evening discovered a little surprise in the shower..a still-wet washcloth hanging over the tub. Maybe the housekeeper needed to hose off after a vigorous vacuuming of our room, or the hotel offered “pre-soaked terry cloth” as an un-advertised feature. Either way, it was gross. I gently removed it and tossed it in a corner where we would eventually dump the rest of our wet towels. No, I didn’t ring up the front desk because honestly, we had a full schedule and didn’t want to get involved. I also knew I’d be receiving a survey by the time we got home, which we did.

In the section asking if there was anything about my stay that was less than satisfactory, I related my encounter with the wet wash cloth. The next day I received a very apologetic email from the manager who asked if I’d like to have a phone conversation about the incident, I guess, so she could ask me more questions. Seems pretty cut and not-dry. What more could she ask? Maybe, “did you not appreciate not having to soak the wash cloth before using it? Many of our busy business travelers appreciate saving those 20 seconds.” I graciously thanked her for her response but declined the phone call.

On the other hand, I’m very happy to point out excellent service or the fine quality of a product, if asked. Sometimes, however, even a compliment is not accepted well. I once wrote positive thoughts about our experience at a restaurant located in a Michigan casino. The manager thanked me for the nice review then asked, “what didn’t you like about our other restaurants? Huh? Oh..well..the restaurant we ended up at just had a shorter line but ended up serving fine food accompanied by super service. Sheesh. Take a compliment and shut up!

The airline survey is the one that gets me the most. Unless you’re in first class you know the experience is pretty much gonna suck from being herded through airport security, to wrestling for an overhead bin with a guy trying to store his cello up there, to having to hold your breath on a transcontinental flight because the guy sitting next to you is wearing Eau d’Possum cologne to gagging on the bag of trail mix you bought for a buck because they ran out of free beverages.

So when I ultimately receive the airline’s survey I find it’s much quicker and easier to complete by skipping all the “on a scale of 1-5” questions and going right to the field asking for comments where I can write, “my ordeal on your airline actually made me covet the experience of a feed lot hog awaiting its metamorphosis from living being into pork chops.” Curiously, I never receive a follow up email requesting I expand on my thoughts.

I think it might be fun sometime to turn the tables and reply to the survey senders with a a survey of my own.  I might ask questions such as:

1-On a scale of 1-5, how do you think you treated me?

2-On a scale of 1-5, how satisfying do you think your “free” breakfast offerings are which consist of toast, greasy breakfast sandwiches, watery oatmeal and a waffle maker that always seems to be fought over by 3 old guys who may not live long enough to see hear the beep when their waffles are done?

3-How would you characterize the stains on the carpeting?

   a-usual shit hotel guests drop and don’t clean up

   b-detritus from “trucker’s night” in the lobby lounge

   c-evidence in recent homicide disguised as “prom night faux pas”

4-Would YOU stay at your hotel? Only available choice, “NFW!”

So..what do you think? On a scale of 1-5, of course.