Brand Steward Perspective
Kevin Clark
“I love my
ThinkPad.”
This phrase
or something like it makes being associated with this enduring brand a
pleasure. I’ve heard it for decades.
ThinkPad is
25 years young. It’s an evergreen and more than a brand – its’s a category
creator.
Delivering
speeches around the world I would regularly say that “I spend more time with my
ThinkPad than I do with my wife.” What a relationship. There are implications.
When running
computers on batteries and taking them with you was new, IBM ThinkPad is a pioneer.
Today in the hands of Lenovo, ThinkPad is a category benchmark.
It succeeds
on culture and brand resilience as much as it does on engineering and
quality.
As a brand,
ThinkPad is actually 70 years old.
Before it
was a notebook computer it was a small pad of paper in a leather cover with the
word “Think” embossed on it. Think is the IBM company motto. A customer
give-away in sales meetings and trade shows – and customers called them “Think
Pads.” This goes back to the mid-1940s.
…and IBM
ThinkPad was a tablet computer before it was a notebook computer in 1990. Like
all notebook computers at the time, they were limited to vertical industry
uses, and many failed. Lucky for IBM, since the name was then available to
apply to IBM ThinkPad notebook computers as envisioned by design consultant
Richard Sapper.
As “the
father of ThinkPad” Arimasa Naitoh recalls in his new book How ThinkPad
Changed The World with co-author William Holstein – new technology was
available to integrate in the early 1990’s that would result in the iconic
ThinkPad form and signature elements.
Black.
Rectangular. Red Trackpoint.
Richard
Sapper envisioned a Japanese bento box used for meals. Black laquer. When you
lift the lid, a there is a surprise on the inside: at the time a color screen
that was newly available and the breakthrough Trackpoint navigation pointer
developed by Ted Selker at IBM Watson Research Labs.
The logo was
also strategically positioned in the corner of the cover – faces the owner when
closed vs. positioned as advertising by competitors when open – and has always
been at 37.5-degree angle to make the ThinkPad and IBM ThinkPad tri-color logo
lock up distinctive and playful.
Several
years later IBM introduced the IBM ThinkPad 701C, the “Butterfly” keyboard notebook
computer. It unfolded and extended when you opened the keyboard. This
mechanical engineering sensation was created by John Karidis again from IBM
Watson Research Labs, and although produced for only a brief period of time,
became part of the innovation legacy and reputation of ThinkPad.
These
initial imprints in the early laptop and notebook computer category would
continue to this day with ThinkPad as a remarkably resilient and enduring
brand.
Working on design
with the remarkable Richard Sapper is initially and briefly with Sam Lucente in
the U.S. and for many years with Kaz Yamazaki and his Asia Pacific Technical
Operations design team in Yamato, Japan. The long-term design management
leadership for years would be invested in David Hill and his team that spanned
the IBM and Lenovo years right up to this 25th anniversary.
As the first
brand steward for ThinkPad, I spent a lot of time with David and Kaz. They were
partners on a daily basis to keep the brand vibrant and relevant.
I was once
given the privilege of visiting Richard Sapper alone at his studio in Il
Castillo, Milan, Italy. It was like visiting DaVinci at home – visual ideas of
all sorts were in the state of becoming all around us. At the end of the day,
he pulled the wall open and it became his living room where we drank wine and
talked about the future of ThinkPad and what it could become.
The brand
steward partnership with design was foundational. Here’s why: yong and ti.
Ti means “essence” and Yong means “practical use” in Chinese philosophy – also
called substance and function – inseparable parts of a whole system.
My role as
brand steward was to listen for “ti” so the brand could lead and deliver “yong”
in design and engineering. I was also the voice of intention – what did we want
to do for customers – so we would get authentic attention for the brand that
would accumulate and grow over time. I still use these principles in
professional practice today.
The core
“ti” of ThinkPad was and is today: Success.
ThinkPad is
a success delivery system and tool for exploring the frontiers of business and
human endeavor – and successful people choose ThinkPad to support their work.
How did I
become a brand steward? I did not set out to do it. It landed on my shoulders
in a battlefield promotion. In a meeting at Ogilvy & Mather “BrandPrint”
research was shared with us that “success” is the core idea people held about
the brand. This was a year after the announcement of the ThinkPad Butterfly
notebook.
At the end
of the presentation, the Ogilvy team told our vice president of marketing at
the time, Per Larsen, that they would appoint a “brand steward” for us from
their team to protect and nurture the ThinkPad brand. Per held up his hand
slightly to stop the conversation. It was quiet in the room. It seemed like
minutes went by, yet it was likely only 30 seconds or so. Per then looked up
and said, “thank you for your offer. Kevin will be Brand Steward.” He looked
over at me and my professional life was transformed from that moment on. Thank
you Per, and thank you to the men and women who continue to collectively
steward ThinkPad so well today.
The most
enduring part of my work with the ThinkPad team was the global customer
research and market segmentation performed just before Y2K and the year 2000
transformation of the ThinkPad line into an interoperable family of devices
(interchangeable parts and system hard-drive images). A case written by Dr.
John Lynch at Duke Fuqua School of Business and today teaching at the
University of Colorado at Boulder Leeds Business School documents the moment
and strategic inflection point, and is still used in classrooms today.
As the
protagonist in the case, my insight was to conduct the first mobile computing
industry behavioral research study. How are people using notebook computers?
What are they doing with them? Where are they doing it?
It was a
huge breakthrough as we brought the voice-of-the-customer closer into the
decision making of the PC business. Just before this moment we were struggling
with getting the parts together – and keeping them together reliably. The
supply chain was unstable and parts shortages where common that would stop the
manufacturing line and delay ship dates and customer commitments.
Behavioral
customer views helped us unleash a new wave innovation that was
market-inspired. For instance: ThinkLight that illuminates the keyboard;
hard-drive “air bag” protection; Ultrabays that sport second batteries, storage
devices and hard drives, numeric keypads, and other options.
We would
propose and development leaders like Fran O’Sullivan, Peter Hortensius and
Naitoh-san would make it happen. Designers like David Hill, Kaz Yamazaki and
Tom Takahaski would make it both stand out, and fit it to the brand.
I thank
Dilip Bhatia and Luis Hernandez for inviting me to join recent celebrations and
share stories about building the ThinkPad brand with team members and current
and former executives. On stage recently for ThinkPad employees at Lenovo’s
U.S. headquarters with David Hill, Arimasa Naitoh, Tony Corkell, Luis
Hernandez, Sam Dusi, and Jerry Paradise – with roundtable moderated by Dilip
Bhatia.
Suspend/resume:
ThinkPad will
continue. In conversations with Lenovo CTO Yong Rui and other leaders I’m encouraging
ThinkPad to both remain iconic and evolve.
The mobile
development team in Boca in the early days was Leo Suarez, Sam Dusi, Ron
Sperano, and Mark Cohen. Leo was the inventor of “suspend/resume” – close the
cover of the notebook and it goes to sleep.
I believe
it’s time to suspend the currently held concepts about what ThinkPad is today
to embrace what it can become tomorrow. As the first brand steward for ThinkPad, I
believe the “ti” or essence of what ThinkPad does for people can move
purposefully into a smart world and a be a brand player in the emerging world
of machine learning and AI.
Black.
Rectangular.
TrackPoint.
These iconic
elements have the potential to become many purposeful things that are part of a
high-quality success delivery system.
People spend
a lot of time with their ThinkPads. There are implications in an era of
attention-gravity as the most successful business models. A shift from
transactional revenue to annuity for ThinkPad and Lenovo.
Suspending
unjustified assumptions about ThinkPad in its current “yong” and resuming a
path that continues to embrace the “ti” iconic roots of “Think” and the ability
to keep ideas as “Pad” will shape the next 25 years of what ThinkPad can be and
become.
Kevin Clark
Brand
Steward, emeritusThinkPad and Think family of computer offerings
© Copyright Kevin A. Clark 2017