Tag Archives: attribute

Is London Duck Tours headed for a watery grave?

29 Sep

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It’s been a good week for ducks. Or rather, it had been before London Duck Tours’ bus-boat caught on fire in the Thames this afternoon, leaving passengers to jump overboard.

Now I’ve seen those bus-boats poodling around the capital and I can’t say I’d jump at the chance to take a ride. While the brand might call this experience ‘fun, quirky and different’, I think it’s more ‘rusty, risky and darn scary’.

I know what you’re thinking and you’re right, it doesn’t matter what I have to say. But the truth is, London Duck Tours hasn’t said anything. No updates have been posted on Twitter, Facebook or the website. So by doing nothing, the business has exposed itself as unprofessional, unreliable and untrustworthy. Three traits nobody wants to mix with.

After a similar company had its water licence revoked last month, following a sinking in Liverpool, I’m starting to think that all the PR in the world couldn’t keep this brand’s reputation afloat.

However, if I was to pushed to come up with a strategy, this is what I’d do:

1. It’s too late to apologise
But London Duck Tours has got to do it anyway. This situation cannot get any better unless the business admits fault and takes full responsibility for the accident. This apology, directed at the brave passengers, needs to be sent to all the journalists and bloggers who have covered the story – along with details of who they can speak to for more information. Trust me, they’ll expect it.

2. The show’s over
I’d recommend cancelling all tours for the next few weeks. Certainly before customers cancel on the duck. Rather than attract attention by continuing business, and people waiting in the wings to shout about your next mistake, I’d use this time to rebuild trust with the public.

3. Buy new equipment
This is the time that City Cruises and Thames Clippers will be showing off their attributes, such as safety, so come back to your customers with a clear message: new equipment. Ideally London Duck Tours should also work with a VIP and take them out for a spin to attract interest.

Arranging a photo-call up and down the river, so everyone can see the duck is back, would be good but, better still, the team could brand the boat with a hashtag to track what people have to say about the re-launch.

After that, you’re on your own! What would you suggest for this sitting duck?

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Virgin delivers a classy TV campaign

2 Mar

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Well here it is – the first time I’m using the happy / sad faces to refer to a campaign on Prime Time.

Drum roll please. The first campaign is from Virgin Media’s TiVo… and… it’s … positive.

Goodness knows how much this ITV and Channel 4 advertising stunt cost the company, but I think it’s worth it.

Viewers of Coronation Street, Dancing On Ice and One Born Every Minute will have thought that their favourite programme had been ‘accidentally deleted‘ after their screens went blank last night. The prank was quickly uncovered when the audience was told that Virgin TiVo can save the day because it recovers deleted programmes via its recorded TV system for a short time – so accidents like this don’t ruin your evening.

It’s a great way to generate brand awareness for the device and highlights an incredibly valuable attribute that people, like me, want to know about. The adverts demanded attention from TV addicts, presented a common problem and showed them a solution in a classy manner.

But, coming from Virgin, I don’t think I expected anything less.

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