Transparency is the New Black
Greg Owsley, Chief Branding Officer of New Belgium Brewery, spoke today at the Sustainable Brands 2008 conference in Monterey, CA on his company’s sustainable branding success story. New Belgium’s quest to showcase their sustainable practices began in hopes of inspiring other breweries or companies with similar values to embrace environmentally-conscious practices and culture from the inside out.
Naturally, the quirky, fun-loving company faced trials and tribulations in defining its sustainable image, including marketing efforts developed both internally and externally that showcased their core values but failed to tell their whole, quite impressive, sustainable story.
One challenge that often arises in this space, is ‘walking the talk’ - incorporating sustainable practices within the organization to coincide with marketing sustainable products or services to customers. Companies often jump ahead to the marketing part and forget that the proof truly is in the pudding, then come under attack for slacking in their own sustainable manufacturing or business practices. New Belgium faced such an experience when an ex-employee challenged its 100% wind power claim to local media by explaining that the company still utilized natural gas in its brewing process.
Greg’s advice to companies who face an experience such as this is to be completely transparent about whatever it might be they’re under fire for. He advises that acknowledging your slip-ups and working to correct them will ultimately put you in your customers’ good graces. Covering them up only makes for an inevitable uncovering and a deceitful reputation to follow.
This is a topic we face often in the PR industry, in crisis situations or more recently with clients building more of a presence on the blogosphere. We can all learn a lesson from New Belgium Brewery, which started with one man in a basement in Fort Collins, Colorado and has become one of the most recognized sustainable brands of our time.
If you’re battling how to walk the talk with your sustainable practice, or facing a communications crisis, just sit back, have a Fat Tire and be transparent. Your customers will understand and even value you for it.