Part 1 of 2 book excerpt from “For Immediate Release: Shape Minds, Build Brands, and Deliver Results with Game-Changing Public Relations” by Ronn Torossian.

“Some writers confuse authenticity, which they ought always to aim at, with originality, which they should never bother about.” —W.H. Auden

In a 12-month period, a major discount retailer started a new fashion line, initiated a renovation of 1,800 of its stores, overhauled its advertising to focus less on the promise it is best known for (price) to focus more on style (something it’s never been known for), rolled out a $4 generic drug program, ended its layaway program, and imposed wage caps on its workers—among a host of other changes. The year was 2006; the retailer’s stock shares dipped 5 percent and store sales rose only 2.4 percent, half as much as its chief rival, Target, which saw its 2006 store sales go up 4.8 percent.

The store? Walmart—stalwart, dependable Walmart, proving that even large, iconic, and successful brands can make missteps, lose value and sales, and rattle consumer trust by trying too hard to become something they’re not. Consumers and Wall Street alike felt the decline in value was brought about by the company’s overzealous desire to change. Since that time, Walmart has reasserted itself as a discount brand leader by returning to its roots (T-shirts, jeans, baby formula, diapers, grocery items, toiletries) and reinvesting in its main promise—great savings. It reinforced that idea with a strategic redesign of its logo (a cheerful, modern daisy icon) and a great tagline, “Save money. Live better.” And, most important, by continually developing ways to deliver on that tagline’s promise every day.

Keeping the Bargain

Not that many years ago, Walmart had been losing some authenticity. With 8,100 Walmarts in fifteen countries, compared with 1,684 Targets in the world (all in the United States), the retailer is still the giant in the room. So the missteps gave its competitors like Target and Kmart an opening to jockey for position—and begin to challenge the chain in certain areas such as product quality, selection, and ambiance. Walmart was smart enough to get back to its roots fairly quickly, and in the process reassure consumers and shareholders, by refocusing on what it does best: offering low prices by leveraging its powerhouse ability to buy and distribute large quantities of goods quickly.

“Through sheer managerial brilliance, Walmart is truly a global supply chain—they can get product from China to Minneapolis in three days,” Charles M. Denny, retired president and chairman of ADC Telecommunications, a Fortune 500 company, told me. He analyzed America’s largest retailer as part of a yearlong research fellowship at the Humphrey Institute at the University of Minnesota.

How does something as monolithic and ubiquitous as Walmart become an “authentic” brand? Whether a brand is large or small, or a mass-merchandise or luxury product, the heart of its authenticity is in consistently practicing what it preaches and delivering on its promise. When a brand’s language, look, or actions become out of sync with customers’ expectations, brand integrity suffers and trust is broken. One of the hallmarks of an authentic brand, business, or personality is how it connects with its audience on a personal level.

“The public is the only critic whose opinion is worth anything at all.” —Mark Twain

 

SHARE
Previous articleBook Excerpt From Public Relations Book “For Immediate Release”
Next articleThe Price Of Success: Media Training And More For Family Members…
Ronn Torossian is the Founder, President and CEO of New York-based 5W Public Relations. He has overseen the company's rapid growth and expansion to the Inc. 500 list, as well as provided counsel to hundreds of companies, including members of the Fortune 500, Inc. 500 and Forbes 400. His work spans global interests, corporate entities, high-profile individuals, regional business entities, government agencies and academic institutions - both on routine public relations matters and extremely sensitive issues. One of the foremost public relations experts in the U.S., Torossian is known for his aggressive, results-focused orientation, as well as his close working relationships with members of the media, influencers, decision makers, politicians and celebrities. At 5W Public Relations, Torossian's client experience has included programs for Coca-Cola, Microsoft, Anheuser-Busch, Barnes & Noble, Cantor Fitzgerald, IHOP, McDonald's, Evian, EDS, VeriSign, XM Radio, Seagram's, The Loews Regency, Bad Boy Worldwide Entertainment, Marriott Hotels, Vail Resorts, Pamela Anderson, Snoop Dogg, the Government of Israel, and others. Referred to by The New York Post as a "publicity guru," by Fox News as a "high-powered PR CEO," by Tyra Banks as a "crisis management guru," and by CNN as "a leading PR expert," Torossian is regularly featured in and quoted by the media, including by CNN, Fox News Channel, MSNBC, NBC, The New York Times, and others. CBS National News said "Ronn Torossian knows spin," and a New York Times feature story on Torossian referred to him as "The consummate hard-driving, scrappy NY publicist." Earlier in his career, Torossian was a Vice President/Group Director for one of The InterPublic Group's (IPG) largest PR agencies, where he was responsible for significant client growth and successful client programs, including work for Clinique, Fox News Channel, DHL, Hard Rock Café and others. A resident of Manhattan’s Upper West Side, Torossian was named to the Advertising Age "40 Under 40" list, PR Week's "40 Under 40" List, is a regular lecturer at universities and conferences, a member of Young Presidents Organization (YPO) and a board member of numerous non-profit organizations.