A BT employee experimented with a new form of service-led marketing, last week – racist and sexist abuse. The employee sent a letter to a customer who came from New Zealand addressing her “Cheeky Kiwi bitch” on a phone bill. What had the woman done to attract such behaviour? She had complained about a bill at her local BT shop. Though BT waived her Ãº208 bill and sent flowers, she is threatening to sue BT for “a racist comment which was also derogatory to us as women and degrading to our national culture”. BT is now trying to trace the employee.
Having earned itself a reputation as a chocolate bar people either bought at the airport or discount shops, Covid gave Toblerone the punch it needed to reposition and relaunch the brand.
Marketers should view their relationships with consumers as a “collaboration”, said global brand marketing manager Janine Hearn-Odell.
The outgoing group brand and reputation director explains why it’s crucial for marketers to avoid the “pet projects” of senior leaders and keep their eyes on the prize.
Tom Fishburne is founder of Marketoon Studios. Follow his work at marketoonist.com or on Twitter @tomfishburne See more of the Marketoonist here