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3 Brand Monitoring Lessons from Roger Federer’s US Open Loss

3 Brand Monitoring Lessons from Roger Federer’s US Open Loss

I appreciate the grace, consistency, and successes on the grandest of stages that mark Roger Federer’s career. However, this blog post looks at 3 Brand Monitoring Lessons from Roger Federer’s US Open Loss.

1. Monitor and address your errors

You see – Roger Federer went home early! He did not monitor and address his errors, as they continued to pile up, and he lost to Tommy Robredo. He had more winners and a higher percentage of service points won. So how did he lose? He hit twice as many errors as Robredo!

Brand Monitoring Lesson: The outcome on a tennis court is rarely determined by the number of winners that players hit. Instead, it is usually determined by the number of errors that players commit. I think this same phenomenon is actually magnified in a social media age. If brands hit winners we accept it as “well, that’s their job as a consumer brand…they are supposed to provide the consumers with winning products and solutions”. But if brands commit errors with product failures or poor customer service, social sharing and commentary can destroy brands’ reputations. Brands need to monitor for these errors, from the consumers’ perspective, and address them quickly. Let them pile-up unaddressed, and brands can give their retrospective from the losers’ podium!

2. Do not overlook your opponents

Roger Federer had a 10-0 career record against Tommy Robredo. Whatever Tommy could do, Roger could do better. Was he overlooking his overmatched opponent while looking forward to a potentially classic re-match with Rafael Nadal?

Brand Monitoring Lesson: Do not overlook any opponents. In addition to monitoring mentions of your own brand, and tracking the consumer sentiment towards your biggest competitors, keep track of mentions for keywords in your industry. You do not want to have all of your attention on your #1 competitor…only to get blind-sided by an upstart challenger in your industry.

3. Do not “tweak” in the middle of a season

Federer has played his entire tennis career with the same tennis racquet. Yet he changed racquets in the middle of the hard court season with only one grand slam left in the calendar year (the US Open). He had mixed results with the racquet change, prompting him to go back to his original racquet right before the US Open, and his confidence and timing suffered.

Brand Monitoring Lesson: Agile companies know how to adapt to changing conditions. However, they rarely change their core brand message on a whim or due to panic. Sudden, wholesale changes confuse consumers – and confused consumers do not buy your products and services! Use brand monitoring and engagement to listen to consumers and perhaps even crowdsource ideas. Keep consumers “in the loop”, so they are contributing and amplifying a consistent brand message versus getting confused from a suddenly changed message.

Did you know that consumers are celebrating your winners, and lamenting your errors, right now? And in a social age, they are sharing their thoughts with all of their friends on social platforms, review sites, and blogs. Let Mantis Pulse Analytics help find those conversations, so YOUR brand can emerge a champion! Meanwhile, I hope Roger Federer comes back strong for the Australian Open in 2014!

Photo Credit: Roger Federer by mirsasha, on Flickr

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Brian Vickery

I love my Vickery Girls - and now grandsons! I am blessed in that I also love my job as a VP of Enterprise Solutions for ProKarma. I appreciate the convergence of big data and data visualization in our Pulse Analytics social listening and analytics platform as well as our core software / mobile app development, business intelligence, and test automation services. I enjoy teaching and coaching, watching football and basketball, and playing tennis. I graduated UT-Austin. You can find Brian on .

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4 comments
bdorman264
bdorman264

No need to talk about business, let's talk about tennis. I have a friend who we have a standing match every Wed night. We are relatively equal, but it seems I have just enough to hold on to pretty much beat him every time. 

In my effort in playing to win and letting my opponent beat himself I think I have plateaued and I'm not getting any better. I don't need to just play recklessly, but I do need to become more aggressive and not worry so much about the outcome. 

Any suggestions Doc? 

dbvickery
dbvickery moderator

@bdorman264 It's tough - if you only focus on winning, then you will plateau. You know what works, and you know how to hack your way to a win with no regard to stroke fundamentals, etc.

Pros pick the offseason to work on new skills (picking up a topspin lob or dropshot). If you are thinking of picking up a semi-western forehand...do it after the season. Meanwhile, another way to work on stroke fundamentals and better "point savvy" is to find great rally partners. If I go out and hit for two hours with a great rally partner, it usually looks like this:

1. 45-60 min: Warmup and rallies, then more directional rallies (crosscourts, down the lines, etc). Can even play games to 11 where the first 5 strokes must all clear the service line...good fundamental to develop because short balls are attacked.

2. 30 min: Play points. One person serves until their arm gets tired, keeping in the rhythm of points (moving from deuce to ad-court, and double-faults are still counted). Then the next person serves. Focus on constructing the point because there is no score keeping...don't even get tempted to keep it in your head. There is no game/set/match pressure, just working on strategy and better understanding the court, conditions, opponents strengths/weaknesses, etc.

3. 30-45 min: Play a set. Now you do feel the pressure of games and a set. Know when to go for it, and when to play the consistent rally shot. If you do not do this step, then you will always "go for broke"...or totally give up on any new skills and get back to hacking your way to wins.

How's that for a practice plan, Bill?

bdorman264
bdorman264

@dbvickery Pretty darn good and makes a lot of sense too. I ca probably get my youngest son out and practice like this and then play like a man w/ his hair on fire on Wednesday, huh?